Manager - Service Standards & Training
Oman Air
Muscat Oman
منذ 5 يوم

Educational Qualifications Bachelor degree in a related discipline having 08 years of relevant work experience as a trainer preferably in the Aviation industry or in an organisation of repute of which 3 years in a supervisory role.

Master Degree in the related field will be advantage.

Experience Required As mentioned above

Job Description

  • Champion guest experience excellence through insight into guest needs, cabin crew in-flight service operations to develop service standards and procedures that are consistent across the network.
  • Ensure projects are delivered within agreed timelines.

  • Collaborate with the management team in strategic planning, development of policies and procedures and budgeting for optimum departmental efficiency.
  • Prepare and organize annual training plans for all levels of Cabin Crew i.e. Basic Training through Supervisory level and other specific courses to match Operational requirement ensuring maximum utilization of training personnel, material and other resources assigned to Crew Training.
  • Demonstrate highest of conduct and engagement with both guests and internal colleagues to foster and nurture a guest centric organisational culture and mind-set.
  • Oversee the development of grooming and service standards and procedures to provide Oman Air frontline staff with clear, concise and rich guidance as to the on-
  • the-job knowledge needed to deliver world class service to our guests. This should cover all aspects of service excellence from grooming, behaviours and mind-

    set, service flow, dialogue, interaction, dining service, product knowledge, operation of the cabin environment, and service recovery.

  • Guide the Standards team on technical design of service, facilitate discussions on service flow, delivery and dialogue to enhance guest interaction and conduct necessary dry and wet runs for new service initiatives.
  • Ensure standards are appropriately captured by the Service Standards team and all interdependencies are aligned between cabin crew roles and responsibilities, safety, processes, hard product, the network and the cabin context.
  • Ensure changes to service standards and procedures are published in a timely manner and are communicated to relevant internal stakeholders.

  • Ensure grooming standards and monitoring reflects the brand stature of Oman Air. Demonstrate by impeccable self-grooming at all times.
  • Facilitate discussions with Cabin Crew Operations so that training programs and structure best optimises the time and resources available.
  • Oversee development of training plans, program syllabus, audio visual guides and teaching guides.
  • Ensure training materials are impactful, professional, and suitable for adult learning and different learning styles; remain up to date and bring best practices to the teaching team, relevant case studies, in particular techniques in understanding different guest psychographics and demographics to anticipate guest needs and non-verbal communication.
  • Lead and supervise in the development and design of leadership and mind-set programs that brings Oman Air’s business and brand vision into the training classroom, including development of interpersonal skills of cabin leaders in methods to build customer loyalty such as service recovery skills;
  • models of leadership and practices; how to build effective team spirit in-flight; and effective debriefing and formative and motivational feedback skills.

  • Review of assessment criteria and performance appraisal tools for both learners and trainees; and as much as possible remove from personal bias.
  • Conduct quarterly audits and performance review of staff and where necessary design, implement and conduct necessary up-skilling.
  • Develop performance management methodologies and best practices in collaboration with crew operations team and align these to Oman Air cabin crew’s continued learning trajectory throughout their career.
  • Ensure that targeted teaching content and instructional styles developed for Oman Air’s valued frontline staff are relevant to established performance goals.

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