Asst/Section Manager, Cabin Services

1 day ago

East Region, Singapore Scoot Full time $80,000 - $120,000 per year

Summary
We are seeking an experienced and dynamic Assistant/Section Manager for our Cabin Services department, focusing on Customer Experience. In this role, you will be responsible for enhancing and maintaining the highest standards of in-flight service and customer satisfaction while driving continuous improvement initiatives.

Job Description
Job Description: Asst/Section Manager, Cabin Services (Customer Experience)

Scoot Pte Ltd

Job Responsibilities

  • Design & Manage Inflight Customer Experience Through Service Innovation
  • Design inflight customer experiences aligned with Company's goals & befitting TR brand
  • Ensure inflight service initiatives and introductions can be operationalised successfully
  • Prepare and review SOP(s) to support introduction of inflight service and F&B and DutyFree initiatives
  • Analyze cabin crew & customer feedback and business performance data to recommend and ideate strategies jointly with partners to raise customer satisfaction scores and drive ancillary sales revenue
  • Ensure compliance with industry regulations and standards, conducting regular audits and assessments.
  • Vendor & Stakeholder Management
  • Manage vendor-partner relationships and facilitate cross-departmental collaboration to ensure operational excellence and explore opportunities to enhance inflight experience delivery
  • Oversee procurement procedures for in-flight supplies and equipment to ensure operational needs are met
  • Develop and implement introductory training materials for cabin crew using various suitable learning tools
  • Innovation and Business Process Re-engineering
  • Champion the use of digitalization and automation to optimize business processes and improve service delivery to internal and external stakeholders
  • Lead business process re-engineering efforts to optimize procedures
  • Sustainability
  • Promote inflight sustainability initiatives and ensure alignment with internal and external stakeholders to Company's goals
  • People Management
  • Oversee and manage a team to develop exceptional inflight experience while ensuring daily operational standards are met
  • Lead, motivate, and support team to increase employee productivity, engagement, and development
  • Stay up-to-date with industry trends and best practices, and apply this knowledge to promote a culture of innovation and continuous improvement
  • Manage Team's work plan & budget based on company goals to ensure team's key accountabilities are fulfilled

Job Qualifications

  • Bachelor's degree in Aviation Management, Hospitality Management, or related field
  • Minimum of 5 years of experience in the airline industry, preferably in airline cabin services or related customer experience roles, with at least 2 years in a leadership position
  • Excellent communication and critical thinking skills
  • Proven track record in stakeholder management and vendor relations
  • Ability to manage and motivate a team in a fast-paced environment
  • Strong documentation and SOP development skills

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