About the job
In collaboration with the Head of In-Flight Products, the Onboard Service and Experience Specialist will be responsible for effectively communicating all updates regarding products and services to the cabin crew, in-flight service teams, and the training department. This role ensures consistency between documentation, training, and on-ground communications to facilitate uniform adoption of changes. By acting as a liaison and support for cabin crew, the Specialist directly contributes to the quality and consistency of onboard experiences.
Key Responsibilities
- Conduct flight operations to perform audits and gather field feedback for continuous improvement of service standards.
- Collaborate in updating the Cabin Standards Manual by incorporating field feedback, product changes, and operational evolutions.
- Revise service plans to ensure alignment with standards and operational practices.
- Effectively share information, observations, and lessons learned with training teams.
- Contribute to the content of onboard service training (in-class and online) and recommend enhancements.
- Participate, alongside the training team, in developing educational modules related to products and services (e.g., Club Class, Bistro Menu).
- Serve as a point of alignment between documentation, training, and on-ground execution.
- Draft internal communications (memos, bulletins, newsletters) intended for cabin crew.
- Create launch briefings during seasonal changes or major deployments.
- Respond to inquiries related to the Cabin Standards Manual and information bulletins, support the onboard experience email, and keep operational tools updated.
- Perform any other related tasks as needed based on operational or organizational requirements.