To assist in establishing and implementing the in-flight catering services standards and delivery across the entire network with focus on safety and customer satisfaction and in line with the Airline standards. To ensure that the provision and delivery of the in-flight catering services, products, SLAs, and procedures is in line with approved standards with focus on quality, delivery, practicality, compliance, efficiency, and cost-effectiveness.

    Handles the responsibilities defined by this Job Description within the guidelines set by the company and the Standard Operating Procedures.  Consults with line manager on all non- routine and critical issues.

    Participates in the decision-making process for introducing new/enhancing existing services, products, and service level agreements.

 

• Assists the Line Manager in establishing, implementing and monitoring the inflight Catering Services standards, policies and procedures to ensure standardization of the quality and delivery across the entire network. Ensures that appropriate controls and procedures are in place to satisfy the requirements of customs authorities.


• ­Carries out random checks to evaluate the inflight catering standards, quality, and provision, this includes catering service delivery, products, equipment (trolleys, trays, catering packaging, etc.).


• If there is a business requirement, flies in the capacity of (Observer) to monitor the service standards and to obtain passenger feedback regarding the food menu and on-board services. 


• ­Seeks ways of maximizing the on-board sales and enhancing the customer satisfaction and/or controlling and reducing the costs of in-flight catering services without compromising on the quality.


• ­Utilizes available data and direct Cabin Crew feedback and reports to review and audit the catering and duty-free sales in line with bookings and stock level, and to ensure prompt and accurate control over the compatibility of selections/sales with the generated revenue.


• ­Achieves a cost-efficient balance between stores taken on-board for in-flight services i.e. duty-free, food & beverages, etc. taking into full account the needs and comfort of the passengers. Carries out catering equipment inventory on monthly basis to find out any shortfall.


• ­Maintains an excellent working relationship with Cabin Crew, Flight Operations, and external service providers. Partners with the respective Stakeholders to solve issues related to customer service, meals, or products provided aiming for enhancing the customers’ experience and maximizing revenue.


• ­Quality checks on on-board F&B offered to ensure agreed standards are met and holds meeting with caterers to follow up on meal issues. Liaises and follows up on cabin crew report regarding the catering and duty-free issues.


• ­Identifies sources for customer feedback/complaints, collates information on the service standards, analyses to recommend alternative services and ensures resulting ‘lessons learnt’ are incorporated into future for in-flight service provision.


• ­Initiates/attends department and/or cross-functional meetings to address new initiatives, enhancements, and raise any catering concerns related to the inflight services. Follows up on results and implements corrective measures needed.


• Ensures Quality Assurance and internal/external audit requirements are effectively managed; audits invoices, cash/CC receipts, sales reports, customers’ feedback to monitor and evaluate the on-board sales and products; reports any discrepancies, shortages and non-conformity with standards.


• ­Partners with the Line Manager to monitor the compliance of SLAs (catering & in-flight products) with agreed terms.


• Conduct daily Cabin appearance checks and liaise with cleaners to correct on the spot any observed deviation


• ­Liaises with the Cabin Crew/ Engineering maintenance department for any damaged catering equipment to ensure timely and proper repair and delivery.


• Provides accurate, comprehensive reporting to management as and when needed.


• Performs any additional responsibilities as advised by the line manager.

• Diploma/Higher Secondary Certificate is acceptable for this role if combined with the necessary function-related experience; a Bachelor Degree in Travel/ Tourism/ Hotel/ Management or any related stream is preferred.


• Cost Control, Compliance, Budgeting and Quality Assurance certificates and trainings are an added value.


• Proficient in Microsoft Office, Advanced Excel is essential.


• Good verbal and written commnication skills in English and other preferred languages (as per the Hub requirements)

• Minimum 2 years experience in a similar capacity in an Airline or Hospitality Sector with practical knowlegde of food handling standards, hygiene, catering accounting, supervisory and administrative skills.


• Current or previous experence as licensed Cabin Crew is also acceptable.


• Experienced in drafting and negotiating contracts and service level agreements SLAs; designing/ implementing policies, procedures, manuals in line with standards and regulations.