Cabin Crew Performance and Engagement Manager

Rihlat Travel News; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Cabin Crew Performance and Engagement Manager to lead a dynamic team in delivering exceptional inflight service. This role involves coaching and developing cabin crew members, implementing engagement strategies, and ensuring compliance with safety standards. With a focus on personal development and team motivation, you will play a crucial role in enhancing the inflight experience. Join a forward-thinking airline committed to excellence and innovation, where your contributions will directly impact the service quality and operational success of a leading airline in the region.

Qualifications

• 10+ years in the service industry with 5+ years in management.
• Experience in managing multicultural teams in airline or hospitality.

Responsibilities

• Lead cabin crew to ensure inflight service excellence.
• Develop employee engagement strategies and conduct performance reviews.

Skills

People Management

Coaching

Employee Engagement

Performance Management

Communication

Education

Degree in Business Management

Professional Qualifications in People Management

Tools

Microsoft Office

Job description

We are pleased to announce an exciting opportunity as Cabin Crew Performance and Engagement Manager within the Inflight Performance and Operations team at CBC.

You will be responsible for leading a team of cabin crew to deliver inflight service excellence in a sustainable and consistent manner. Through effective relationships with key business stakeholders, you will develop and implement employee engagement strategies. You will coach, motivate, and develop the team to consistently deliver the “Etihad Brand” experience via the inflight service experience.

Accountabilities

1. Act as a service and engagement role model, coaching and developing individual needs of each team member to create inflight service excellence.
2. Proactively develop cabin crew through targeted career progression modules, ensuring personal and career development plans are in place.
3. Develop strategies for IPO events, forums, and workshops to foster engagement with the cabin crew community.
4. Conduct cabin crew performance reviews and prepare necessary reports.
5. Partner with Inflight Performance and Operations Officers to address performance issues and ensure robust improvement plans.
6. Develop strong relationships with key stakeholders and champion the crew voice within the business, including training, service delivery, guest relations, HR, and EAMC.
7. Liaise with managers of Cabin Crew Operations, CARE, Cabin Safety, and Cabin Crew on high-profile or confidential matters related to crew operations and welfare.
8. Ensure compliance with GCAA legislation and international safety, security, and operational standards through close liaison with the Manager of Cabin Safety Procedures.
9. Investigate and evaluate incidents and performance shortfalls, including safety and service issues, in line with company policies and best practices.
10. Strive for personal development through learning, feedback, and responsibility for growth. Additional duties may be assigned by the Head of IPO as needed.

Education & Experience

• Degree from a recognized university or professional qualifications in business and people management are preferred.
• Minimum of 10 years in the service industry; flying experience is an advantage. At least 5 years in management within a major airline or hospitality industry, specifically in people management.
• Minimum of 5 years in a people management role is essential.
• Experience as operating cabin crew is preferred but not mandatory. Understanding the challenges of a cabin crew role is required.

Training & Knowledge

• High proficiency in Microsoft Office applications.
• Experience managing a large, multicultural team in an airline or hospitality environment.
• Good understanding of airline safety, security, operations, and cabin crew management.
• Understanding of UAE culture and values.

Etihad Airways, the UAE's national airline, was established in 2003 and has become one of the world's leading airlines. Based in Abu Dhabi, Etihad operates flights to destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. In partnership with codeshare airlines, it offers extensive global connectivity. Etihad has received numerous awards for its service excellence, cargo offerings, loyalty programs, and more. Its ambitious Journey 2030 strategy aims to double its fleet and triple its customer base over the next six years, striving to be the airline everyone wants to fly.