Service Training Lead - Cabin Crew at Air Niugini Australia

, National Capital District, Papua New Guinea -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training Design, Service Delivery, Quality Auditing, Coaching, Mentoring, Curriculum Development, Facilitation, Content Development, Customer Service, Presentation Skills, Communication Skills, Analytical Skills, MS Office Proficiency, Change Management, Hospitality Behaviors, Inflight Procedures

Industry

Airlines and Aviation

Description

Position Title: Service Training Lead – Cabin Crew Reports To: Manager Service Standards & Training Department: Customer Experience Division: Commercial Location: Port Moresby HQ Role Purpose The Service Training Lead – Cabin Crew supports Air Niugini’s transformation from a 3-Star to a 4-Star Skytrax airline by developing and delivering high-impact training, conducting service quality audits, informing product and service design, and embedding a culture of service excellence across all frontline teams. This role ensures that training, on-going coaching, quality assurance and continuous monitoring are fully integrated, enabling Air Niugini’s cabin crew and frontline staff to consistently deliver a world-class customer experience. Key Responsibilities 1. Training & Standards Alignment * Design and deliver training programs covering: * Service mindset, soft skills, and hospitality behaviours. * Cabin & galley skills training, and inflight procedures. * Grooming and professional standards. * Support leadership development for Pursers and Cabin Managers * Translate SOPs and service standards into clear, actionable training modules. * Develop learning content (classroom, digital, quick reference guides, microlearning). * Collaborate with Product & Standards team on product and service rollouts * Ensure GLPs, manuals, and service procedures are accurately reflected in training 1. Service Quality Monitoring * Conduct internal service quality audits of cabin and ground service delivery, using international best practice methods. * Monitor inflight and ground performance; intervene with real-time coaching when required. * Produce structured audit reports, highlighting strengths, gaps, and corrective actions. * Track progress against defined service excellence benchmarks. * Ensure continuity of standards through refresher training and targeted re-training where gaps are observed 2. Service Trials & Product Testing * Lead crew participation in onboard product/service trials (menus, tableware, amenities, uniforms). * Capture frontline feedback to refine products before roll-out. * Partner with Catering, Cabin Ops, and Airports to ensure trials align with operational realities 3. Continuous Improvement & Engagement * Act as a frontline ambassador for Air Niugini’s Customer Experience Transformation Program. * Provide regular feedback loops between audits, training, and product development. * Collaborate cross-functionally with Catering, Cabin Ops, Airports, and Marketing. * Support organizational change by role-modelling service excellence and professionalism. * Act as a service coach to cabin crew at all stages of their career, ensuring consistency and closing performance gaps. Key Deliverables * Delivery of high-quality training programs across frontline teams. * Accurate, engaging, and up-to-date learning content aligned with SOPs. * Regular service quality audit reports with actionable recommendations. * Successful execution of service trials with documented insights. * Demonstrated uplift in cabin crew service performance, consistency and audit readiness. Qualifications * Diploma/Degree in Training & Development, Hospitality Management, or related field (or equivalent experience). * Minimum 3–5 years in cabin crew training, service quality, or frontline hospitality leadership. * Experience designing and delivering training (classroom and/or digital). * Exposure to service quality auditing or compliance monitoring desirable. * Strong facilitation, coaching, and mentoring ability Skills & Competencies * Strong presentation and communication skills. * Curriculum and content design & development (training modules, lesson plans, eLearning, quick reference guides) * Customer-centric mindset with passion for service excellence. * Analytical skills for auditing and performance reporting. * Proficiency in MS Office; familiarity with LMS/eLearning tools an advantage. * Collaborative, adaptable, and able to influence cultural change. Working at Air Niugini At Air Niugini, our people are the heart of our success. We are more than an airline – we are a team dedicated to delivering service excellence with true Melanesian hospitality. Whether on the ground or in the air, every employee plays a crucial role in ensuring seamless travel experiences for our passengers. We foster a culture of teamwork, innovation and excellence providing employees with opportunities to grow, learn and advance in their careers. Our diverse and dynamic workplace offers exciting prospects for those passionate about aviation and customer service. Why Choose us? · A Legacy of Excellence – be part of a company that has shaped PNG’s aviation industry for over 50years. · Career Growth & Development – we invest in your future through specialized training and career opportunities. · A Culture of Service – join a team that prides itself on delivering outstanding customer experiences. · Global Exposure – Work in a dynamic, multicultural environment with opportunities to travel. Join our Family If you are looking for a rewarding career with a company that values professionalism, customer service, and personal growth, Air Niugini is the place where your ambitions can take flight. We welcome passionate and driven individuals to explore the exciting opportunities within our airline. Your Career Takes Flight with Air Niugini About Air Niugini As Papua New Guinea’s national airline, Air Niugini has been at the forefront of the country’s aviation industry since 1973. We proudly connect Papua New Guinea to the world, operating domestic and international routes across the Pacific, Asia and Australia. With a commitment to safety, reliability, and exceptional service, we continue to enhance travel experiences while supporting the nation’s economic growth and global connectivity.

Responsibilities

The Service Training Lead will develop and deliver high-impact training programs focused on service mindset, cabin skills, and professional standards to support the airline's Skytrax rating improvement goals. This role also involves conducting internal service quality audits, monitoring performance, and providing real-time coaching to ensure world-class customer experience delivery.