Emirates Group

Job Purpose:

Collaborate with Crew Performance Managers (CPMs) to manage, support, engage, and develop our Crew to ensure we deliver the highest hospitality levels on board. Complete thorough investigation of crew performance, reliability, conduct, and capability incidents to support a safe and exceptional customer and crew experience. Manage and support day to day and overall engagement initiatives and channels with all cabin crew stakeholders

Job Outline:

• AB-INITIO INDUCTION: Manage the end-end induction schedule for Ab-initio Crew, and liaise with key stakeholders to ensure a seamless experience. Be the focal point of contact for Ab-initio?s to ensure a successful integration both professionally and personally into the EK Group.
• PERFORMANCE MANAGEMENT & DEVELOPMENT: Analyse available data to identify trends in crew performance and provide proactive feedback, guidance and coaching to the crew member. Evaluate any performance shortfalls provided by the Training Specialist/Line Manager and promptly address with the individual Crew to ensure they meet the expected standards to be released to the line.
• CASE MANAGEMENT: Thoroughly investigate, document and respond to reports/incidents of misconduct and/or capability and ensure appropriate action/ sanctions and escalate to CPM when required.
• CREW RELIABILITY: Manage incidents/trends of absence/punctuality with crew member to encourage behaviour change. Work closely with the Crew Attendance Management team to manage crew with high sickness levels and issue relevant capability letters.

• CUSTOMER FEEDEBACK: Action customer compliments and complaints relating to Crews performance. Analyse the data to identify any trends that need further investigation.
• PROJECTS: Champion projects to address and ensure continuous improvements of our processes and procedures with the objective of improving cabin crew performance, experience and retention.
• RECOGNITION & DEVELOPMENT: Support CPM and other key stakeholders in identifying opportunities to further support the professional growth of cabin crew. Identify and develop engagement and recognition tools for crew to provide the highest levels of hospitality in line with company goals and objectives.

Qualifications & Experience:

Experience in In-Flight Service.In-flight Administration

Knowledge/skills:

-Cabin Crew Experience: Mandatory; candidates must possess significant Cabin Crew experience, preferably in a leadership role. Alternatively, while Cabin Crew experience is essential, candidate with a relevant experience in supporting Cabin Crew management and/or knowledge in Service Delivery/Cabin Crew operation may be considered.

-Excellent communication and interpersonal skills.

-Ability to influence and motivate through large forums and engagement programs.

-Personal impact must be high to ensure positive engagement and buy-in from crew.

-Knowledge of the respective cabin/on board performance issues, including the product and service.

-Ability to analyse data, identify trends and make recommendations.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers