The Head of Cabin Services is responsible for overseeing all aspects of cabin crew operations, ensuring compliance with aviation safety regulations, maintaining service excellence, and supporting the crew’s well-being and development. This role will involve developing procedures, managing performance, and fostering a culture of safety and exceptional service in line with both airline and client expectations.

Key Responsibilities

1. Cabin Crew Operations Management
   • Oversee the daily performance of 250 cabin crew of diverse nationalities, ensuring high standards of service delivery, safety, and adherence to airline protocols.
   • Work closely with resource planning to determine numbers of crew required per fleet and base, including the number of seniors and trainers/instructors.
   • Maintain the Cabin Operations Manual.
2. Safety and Compliance
   • Ensure full compliance with all regulatory bodies, including EASA and other local aviation authorities, regarding crew training, operational procedures, and safety regulations.
   • Implement and enforce the airline’s safety protocols, conducting regular audits, inspections, and drills to uphold the highest standards.
   • Support incident investigations involving cabin crew and implement corrective action plans as needed.
3. Crew Training and Development
   • Oversee and enhance training programs for cabin crew to ensure safety, efficiency, and high-quality service.
   • Conduct periodic assessments and refresher training on both fleet types to maintain familiarity with specific equipment and emergency procedures.
   • Foster a continuous improvement culture through performance feedback, coaching, and recognition initiatives.
4. Crew Welfare and Engagement
   • Promote a positive work environment, support well-being, and address concerns related to crew health, scheduling, and work-life balance through our working environment groups.
   • Organize regular engagement sessions, feedback opportunities, and team-building activities to maintain high morale and job satisfaction.
   • Ensure open communication channels between management and cabin crew to address issues proactively and constructively.
5. Performance Management
   • Monitor and assess individual and team performance against KPIs, implementing corrective actions as needed to maintain operational excellence.
   • Conduct regular performance reviews, identifying high performers for potential upgrades.
6. Collaboration and Stakeholder Management
   • Liaise with various internal departments, such as Flight Operations, Ground Services, and HR, to ensure coordinated efforts and smooth operations.
   • Maintain close relationships with counterparts at ACMI clients, adapting to their service requirements and ensuring the highest levels of satisfaction.