Head of Inflight Services at Malaikair

MalaikAir is not merely an airline; we are the wings of transformation, dedicated to connecting continents, bridging cultures, and creating a new era of travel. Our story began with a passion for connecting people, cultures, and places. Founded in 2019, with its base in Accra, Ghana, and transit hubs in Jamaica (Western Caribbean Hub) and Barbados (Eastern Hub), MalaikAir is an international, regional and customer-focused airline that has set a singular mission: to bring accessible, affordable, and convenient air travel to Africans, fostering connections between the African and Caribbean regions.

We are recruiting to fill the position below:

Job Title: Head of Inflight Services

Location: Lagos
Employment Type: Full-time

Position Overview

• We are seeking an experienced and people-oriented professional to join our team as the Head of Inflight Services. As the Head of Inflight Services, it is expected that you possess a sound customer service background and experience gained in the airline industry, to play a leading role in continuously developing the inflight services of the airline.

Responsibilities
Strategic Leadership:

• Ability to Manage and motivate a team of cabin crew.Lead and formulate development plans for the inflight safety and service quality of the airline. Build and maintain an exemplary, skilled and competent cabin crew and ground staff of Inflight Services. Influencing people by providing purpose, direction and motivation while operating to accomplish the mission and improve the organization. encouraging trust with our flight crew members, working closely with other operational teams to deliver outstanding customer service while demonstrating our Core4 values.

Training and development:

• Responsible for co-ordinating all cabin crew training courses.
• Working with training instructors and scheduling training courses. Rostering and co-ordinating instructor's duties. Oversee the performance of the cabin crew in line with the flight attendant collective bargaining agreement.
• Conduct investigations regarding performance, complaints, or other work-related issues.
• Participate in planeside briefings and engage with cabin crew to ensure they have the tools and resources to perform their jobs effectively.
• Build and maintain an exemplary, skilled and competent cabin crew and ground staff of Inflight Services Department through recruitment, training and development and performance management

Safety and Quality Management:

• Ensure the safety, reliability and security of all cabin operations, that all safety standards and regulatory requirements are met, and cabin safety investigations are dealt with appropriately. Establish and implement cabin service policies, standards and procedures, including Quality, Safety & Security and Risk Management Systems.

Team Leadership:

• Ensure coordination across all departments impacting Inflight Services, including Airport Operations, Flight Ops, and Technical Operations, to achieve operational and company goals. Develop both strategic and tactical plans that create a safety-conscious environment that results in Team Member safety and wellbeing. Team oriented, with enthusiasm for people and delivering exceptional service.

Stakeholder Engagement:

• Collaborate with internal stakeholders across various departments to understand business requirements and priorities. Communicate Inflight services plans, initiatives and progress to executive leadership and board members. Provide input on aircraft and equipment product selection.
• Handle management of front-line department personnel including working with Team Services in the areas of performance management.

Budgeting and Control:

• Administer and maintain the Inflight Services budget and develop cost-saving ideas. Formulate annual and periodic budgets and forecasts for the Department in line with corporate fleet plan.

Customer Relationship Management:

• Conduct and report on incidents involving either staff members or passengers. Resolve issues for customers regarding service failures or other complaints Ensure catering services deliver value to both the customer and the airline. Coordinate with customer service and Station Operations Center (SOC) to ensure operational success.

Requirements

• Bachelor's Degree in Hospitality, Aviation Management, or related field.
• Minimum of 5 years of experience in inflight services or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• problem-solving and decision-making abilities.
• Knowledge of safety and regulatory requirements in aviation.
• Experience in budget management and resource allocation.
• Proficiency in Microsoft Office and other relevant software.
• Strong organizational and multitasking skills.
• Ability to handle stressful situations calmly and effectively.
• Attention to detail and a commitment to excellence.
• Flexibility to work irregular hours, including weekends and holidays.
• Experience in developing and implementing training programs.
• Ability to travel as required.
• Customer-focused with a passion for service excellence.
• Strong analytical and reporting skills.
• Ability to build and maintain relationships with stakeholders.
• Experience in conducting audits and inspections.
• Knowledge of industry trends and best practices.

Application Closing Date
15th July, 2024.