Senior Officer - Inflight Hospitality

at  Flydubai

QUALIFICATIONS REQUIRED

Minimum Education Level

• Bachelor’s Degree (3+ years)

Licenses (if applicable)

• GCAA Flying License

Languages

• Fluent in English

EXPERIENCE REQUIRED

Years with Qualifications

• 5

Professional Experience

• Minimum 5 years’ experience as cabin crew, with at least 3 years’ experience in either inflight service design or hospitality management.

Systems Knowledge (if applicable)

• Microsoft office suite.

ISR REQUIREMENTS

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

MAIN OBJECTIVE OF ROLE

To design, develop, and implement onboard service procedures that reflect flydubai’s Inflight Hospitality ethos, enabling cabin crew to deliver a best-in-class customer experience in all classes and ensuring long-term customer loyalty and satisfaction.

KEY RESPONSIBILITIES

• Designs detailed service procedures including ancillary related processes, ensuring compliance with safety and security standards while delivering desired customer experience propositions.
• Evaluates service design and product concepts from Inflight Experience teams to enhance service offerings.
• Manages service development projects, and refines current procedures to ensure operational feasibility, efficiency, safety for crew and customers, and compliance with regulatory standards.
• Manages and maintains all service manuals, matrixes, and crew reference materials (digital and static platforms), ensuring effective communication of procedure changes to cabin crew, cabin crew training team and stakeholders.
• Designs efficient and cost-effective onboard logistics, including GLP/ELP and equipment definition, for both standard and VIP charter operations.
• Develops mechanisms to measure the quality of flydubai’s Inflight Hospitality.
• Analyses data from Customer Experience teams, cabin crew surveys, flight reports, and onboard audits to identify trends and needs for enhancing onboard products, service procedures, and customer/employee User Experience (UX).
• Ensures that service procedures are comprehended, consistently executed, and continuously enhanced, taking corrective measures when service delivery expectations are not fulfilled.
• Leads inflight service/product trials, organizes end-to-end co-creation workshops, and supports various service development initiatives by collaborating with Cabin Safety & Standards, Cabin Crew Operations, Cabin Crew Training, and Catering to ensure the effective onboard integration of new/modified service procedures, products, and digital solutions such as IFE UX and POS devices.
• Oversees the recruitment and management of working groups, including crew volunteers or seconded crew, to support the continuous inflight audit and service taskforces, ensuring feasibility testing for service modifications and driving continuous enhancements to onboard service delivery.
• Leads and actively engages in projects or development working groups aimed at facilitating the introduction of new aircraft, routes, services, or products.
• Maintains a valid flying license to conduct routine onboard service audits or flights, ensuring a comprehensive understanding of operational practices.