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Inflight Services Manager (Service Delivery )

Vacancy Details

Location: Dublin
Region: Republic of Ireland
Job Type: Specialist
Category: In the Office
Closing Date:
Date Posted: 03/01/2018
Reference: 3761


Aer Lingus Recruitment
Inflight Service Manager 
Inflight Services Department, Dublin

Applications are being invited for the role of Inflight Services (IFS) Manager with responsibility for Service Delivery. Reporting directly to the Director of IFS, this role has responsibility for service delivery within IFS and for the management and development of a number of our Team Managers. The successful candidate should be self-motivated, energetic and have demonstrable experience in service delivery.

Key Responsibilities & Duties Include:
• Responsible for the management and development of a team of IFS Team Managers and their reports, to develop and embed a high performance culture in all key performance areas to include; customer service, safety and inflight sales
• Drive and champion a culture of continuous change and improvement
• Actively seek new opportunities to improve and develop IFS processes and policies with a focus on efficiency and consistency
• Play an active role in planning the annual budget
• Develop and manage initiatives and processes to ensure that the Company’s On Time Performance (OTP) goals are met
• Support the IFS Team Managers in the development and management of individual crew members’ attendance and performance
• Work with key stakeholders to ensure consistency across all communications channels. This will require careful coordination with other IFS Managers
• Champion the development and implementation of an Inflight Services forum to encourage peer to peer and two way communications
• Work with employee representatives to foster and promote a positive employee relations environment
• Liaise with key internal departments/stakeholders to implement new product and service initiatives
• Responsibility for the co-ordination and management of inflight services input into the design, training, delivery and measurement of service delivery initiatives including development of the service flow for the A321LR  
• Ensure  “Voice Of The Guest” KPIs are reached and identify opportunities to improve our guest experience
• Participate in emergency reaction planning
• Manage retail KPIs to include revenue, shrinkage and wastage while ensuring simple and consistent communications to crew in respect of on-board sales
• Support the operation outside of standard hours as and when required (as a member of the “Executive-on-Call Rotational Group)
• Lead and drive IFS input into the design, training, delivery and measurement of Service Delivery initiatives while developing and controlling all IFS service delivery documentation and communication
• Responsible for coordinating the direction and control of Service Standards leaders and provide regular management information and reporting with particular focus on “Voice Of The Guest” inflight metrics

To be considered for the position of Inflight Services Manager, candidates must meet the following:
Essential Criteria:
• Experienced manager with a background in the inflight, retail or hospitality sectors
• Excellent verbal and writing skills (proficiency in English is essential)
• Proven track record and experience of implementing change to support delivery of business objectives
• Substantial experience at a supervisory or management level
• In possession of a current unrestricted worldwide passport
• Fluent in English, both written and spoken
• Eligible to live and work in the EU
• Able to provide 3 verifiable references
• Able to pass a strict airport security vetting procedure which includes a 5 year background check* (or be in possession of a current airside pass for the airport this position is based in i.e. Dublin)
• Possession and demonstration of the key competencies and skills outlined below

*If you are a non Irish Citizen, you will need to be in possession of a current police disclosure certificate from your home country. If you have lived outside the Republic of Ireland for more than 6 months you will also be required to hold a current police disclosure certificate from that country/countries

Key Competencies / Skills Required:
• Excellent communication skills, both written and verbal
• Experienced service delivery manager with a background in service excellence in the inflight or hospitality sectors
• Proven track record of influencing and working with senior leaders across an organisation
• Strong leadership qualities with the proven ability to motivate and influence to achieve company goals
• Excellent organisational and people management skills
• Strong interpersonal  and influencing skills
• Problem solving ability
• Proven stakeholder management skills
• Flexible and adaptable with a proven record  to work effectively in a dynamic  business environment
• Well-developed prioritisation skills with demonstrated ability to deliver to strict deadlines
• Strong understanding and awareness of the commercial challenges facing the business, combined with the ability to think strategically
• Enthusiastic and motivated self starter
• Excellent I.T. skills including full suite of MS Office

Closing Date: 17th January 2018


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