About the role
About the Role
Role will be responsible to manage the performance of an aircraft appearance, customer experience and
employee Grooming ensuring for consistent high-quality service in full compliance with airlines standards
and QAS procedures. Lead a team of Senior Service Excellence Delivery Agents on a shift basis to inspect,
correct and guide the team on Services excellence. Analysis of non-compliances to bring improvements
within the scope of overall Service Excellence to maintain high operational standards in line with company
polices, respective Customer Airline’s SGHA (Standard Ground Handling Agreement), SLA (Service level
agreements) and Grooming guidelines. Ensures that the provision and delivery of the respective services,
products and procedures are in line with approved standards with focus on quality, delivery, practicality,
compliance, efficiency and cost-effectiveness.
Responsibilities
Accountable for supervision the quality cabin appearance activities, customer experience service standards and grooming standards within designated operational zones and monitor the onboard conformance to company Standards & Quality with focus on best and consistent service delivery.
Quality checks on onboard cabin appearance and customer experience touchpoints offered through delivery teams to ensure agreed standards are met.
Perform Risk Assessments, Aspect & Impact Analysis, Internal Audits, Preventive & Corrective action reports, and analyze non-conformances/gaps/trends to bring improvements within cabin appearance activities and customer service delivery.
Prepares and presents comprehensive reports to Line Manager on the assessments carried with observations and recommendations on the individual/team performance.
Drive continuous improvement through strong working relationships with the shift management teams, Cabin Appearance and Customer Experience Departments.
Analyze trends and share information with Cabin Appearance and Customer Experience management for implementation of necessary actions to improve overall product delivery.
Monitor non-conformances, analyze trends and work closely with line management to ensure effective, timely actions are implem…
