Inflight Procedures Controller

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Etihad Airways seeks an experienced Inflight Procedures Controller to shape guest experiences by translating service concepts into feasible onboard procedures. You will design, test, and implement standards that ensure consistent delivery across the network and support new route launches.

The role requires hospitality expertise, a supervisory cabin crew background, and strong data-driven decision-making to continually improve the guest journey. Abu Dhabi-based position with global impact.

Qualifications

• Minimum four years' cabin crew supervisory experience.
• Must maintain flying license.
• Experience in document control, administration, and writing standards.
• Working knowledge of data analytics and turning data into insight.
• Superior written and verbal English communication skills.
• Customer-obsessed mindset and passion for hospitality excellence.
• Detail-oriented, logical thinker with structured problem-solving.

Responsibilities

• Translate service development projects into operationally feasible procedures and refine existing ones.
• Develop and maintain service manuals and reference materials across channels.
• Champion process improvements in documentation and digital/visual formats.
• Conduct trend analysis to inform hospitality standards and service propositions.
• Support prototyping and validation of new product/service concepts via testing and feedback.
• Curate a comprehensive product/service library with visuals and multimedia content.
• Craft clear product/service communications for confident delivery.
• Support new route launches, activations, and aircraft entries into service.
• Conduct onboard audits and surveys to validate standards and identify improvement opportunities.

Skills

Data analytics

English communication

Customer service mindset

Problem solving

Hospitality excellence

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMP Certification

Job description

Exceptional service is designed, not improvised. As Inflight Procedures Controller, you will help shape how the Etihad guest experience is conceived, tested and brought to life onboard, translating service concepts into procedures that work seamlessly across the network. The successful candidate will be a hospitality professional who combines creative thinking with operational insight, and who is driven to design experiences that guests remember.

Key Responsibilities

• Translate service development projects into operationally feasible and efficient service procedures that deliver the intended guest experience, while continuously refining existing procedures.
• Develop and maintain service manuals and supporting reference materials, ensuring accuracy and consistency across all channels.
• Champion process improvement across the documentation lifecycle and the adoption of new digital and visual formats for service information, ensuring content remains engaging, accessible and relevant to its audience.
• Conduct trend analysis and benchmarking to inform the development of hospitality standards and service propositions that keep Etihad ahead of the curve.
• Support the prototyping and validation of new product and service concepts through testing and customer feedback, converting outcomes into clear and practical standards.
• Curate and maintain a comprehensive product and service library, including visual and multimedia content that supports new product and service introductions.
• Craft clear, compelling product and service communications that enable confident service delivery.
• Support new route launches, activations and new aircraft entry into service, from pre-launch preparation through post-implementation review.
• Conduct onboard audits, design surveys and analyze findings to validate standards compliance and identify opportunities to improve guest experience.

Qualifications

• Degree in Hospitality Management, Communications, Business or a related field.
• A minimum of four years' cabin crew experience in a supervisory capacity, must maintain their flying license.
• Experience in document control, administration, and writing standards (desired).
• PMI/PMP certification or project management experience is highly desirable.
• Working knowledge of data analytics, with the ability to translate data into actionable insight.
• Superior written and verbal English communication skills are required.
• A customer-obsessed mindset and a genuine passion for hospitality excellence.
• A detail-oriented, logical thinker with a structured approach to problem-solving.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.