Inflight Services Standards and Performance Executive
3 weeks ago
Role Overview
Singapore Airlines invites applications for a key member of the Inflight Services (Design, Development & Standards) department to contribute to the airline's vision of delivering exceptional customer experiences. As an Inflight Services Standards and Performance Executive, you will be responsible for maintaining and elevating system-wide standards of lounge and inflight food and beverage (F&B) products and services.
Key Responsibilities
Performance Management and Analysis
• Set and monitor Service Level Agreement (SLA) targets for inflight meals and lounge F&B services across all stations.
• Conduct comprehensive analysis of Singapore Airlines' Inflight F&B touchpoints and station catering performance.
• Evaluate and enhance Silver Kris Lounges (SKL) F&B offerings worldwide.
• Utilize statistical data analysis to identify areas for improvement in inflight meals and lounge F&B.
Customer Experience Enhancement
• Oversee the collection and analysis of customer feedback from multiple channels.
• Review customer feedback and data collected for process and project enhancements.
• Handle special requests to ensure personalized customer experiences.
Industry Trend Monitoring and Innovation
• Stay abreast of airline and hospitality industry F&B trends.
• Collaborate with internal stakeholders to optimize undercatering plans and minimize meal wastage.
• Propose innovative F&B concepts to maintain Singapore Airlines' competitive edge.
Process Improvement and Stakeholder Management
• Collaborate with system owners and IT to enhance processes and systems.
• Liaise with various departments to ensure seamless F&B service delivery.
• Review and streamline reporting processes for increased efficiency.
Requirements
• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5+ years of experience in F&B operations or service quality management (preferably in aviation or hospitality).
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI).
• Excellent verbal and written communication skills.
• Proven ability to manage multiple projects and meet deadlines.
• Collaborative mindset with a results-oriented approach.
• Self-motivated with the ability to work independently and make decisions in ambiguous situations.
• Passion for delivering exceptional customer experiences.
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