About the Role:
The successful candidate will be responsible for managing the development and execution of the Emirates Onboard Service Delivery Experience and deliver Emirates hospitality vision, comprising its conception, definition, planning, and implementation, throughout its entirety. Ensuring that the brand guideline is accurately implemented at every touchpoint and the delivery of a remarkable and consistent service by adhering to standards and procedures.
The role requires to continuously evaluate and optimize onboard Food & Beverage, onboard products, galley loading and crew performance by collaborating to ensure design inputs are feasible in terms of service, safety, quality and commercial viability.
What you will do:
- Manage the Onboard Service Experience that covers the design and development of Service Experience for in-flight service. This includes ensuring operational feasibility and quality assurance in all service design and service innovation whilst always ensuring operational feasibility and efficiency.
- Work closely with Cabin Crew Management and Training to promote any potential areas of improvement to maintain the highest levels of delivery and collaborate with training to ensure that all necessary information to deliver the expected outcome are covered, and to guarantee that service levels and quality meet the standards. This also includes managing onboarding trials and gathering customer and Cabin Crew feedback on services sequences and drive service improvements.
- Collaborate and plan with all internal and external stakeholders involved in the design, definition, and development process, with an emphasis on brand and customer experience needs. Responsible for promoting the brand and our hospitality during all internal and external interactions.
- Maintain in-flight service standards (e.g. cabin dressing, manuals, service memos, training, trials, compliance, monitoring, onboard lighting etc.) maintain and oversee all passenger service standards and manuals.
- Ensure roadmaps for all the projects related to the service and product experience and implements the brand hospitality vision throughout all guest touchpoints.
- Drive improvements based on customer feedback, crew feedback and Customer Affairs Service Audit team. Be the brand and guest champion over all onboard guest touchpoints. Manage onboard trials and collect customer feedback on new products and services.
