Executive/senior Executive Inflight Services - Singapore - Singapore Airlines

Singapore Airlines

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

Key Responsibilities:

Uphold standards and performance of inflight meals exSIN, through instituting and exercising processes for the tracking of SATS' performance
Clarify and exercise SATS Service Level Agreements investigation processes for better accountability of inflight meal related lapses
Monitor SATS' overall performance on a quarterly and adhoc basis to ensure that SIA standards are upheld
Coordinate inputs from other Inflight Services sections to facilitate SATS Service Level Agreements submissions
Monitor SATS' overall performance through random and joint audits
Secretary for SIA & SATS management meetings
Annual review of catering KPI targets for SIN
Manage Special Meals (SPML) Offerings
Keep abreast of the SPML trends/scene/offerings in the airline environment so as to facilitate policy and process changes, where applicable that lead to improved customer experience
Review SPML related processes and leverage on technology to improve productivity and enhance customer experience
Handling of Customers complaints/compliments and feedback from Cabin Crew Voyage Reports (CCVR) on F&B matters
Investigate passengers' complaints and feedback on F&B matters
Review and report stakeholders' investigation findings, wherever necessary
Work with the system owners and stakeholders to strengthen processes and systems to enhance customers' Inflight Service experience
Consolidate, evaluate and propose Inflight Services Department's requirements to develop, enhance and implement system projects, so that information can be utilized more efficiently
Work with stakeholders to strengthen procedures such that information can be captured and retrieved in a more automated manner
Provide Business Units input for ISD during system enhancements
Ensure that critical milestones and deadlines are met for ontime implementation of projects
Investigate issues relating to Inflight Services Department arising from the various systems
Liaise with Customer Insights team for the enhancements of Voice of Customer (VoC) system
Assist colleagues in the department with VoC & related issues and coordination with Customer Insights team
Ensure that SPML selection are updated on FABS
Develop eOrdering on PED to enhancement customer experience
Digitalise meal audits by leveraging on low code platform, MS Powerapps, to gain audit process efficiency systemwide and better operational insights
Coordinate with IT Division to work on Inflight Services Department Datamart and used cases
Development of dashboards to aid tracking of caterers' performance
Monitoring Customers' feedback on key Inflight Services projects and initiatives
Assist in collating customer feedback from the the various feedback channels, e.g. VoC, compliments/complaints, CCVR, social etc for the key inflight services' projects and initiatives

Requirements:

Degree in any discipline
Has knowledge and/or practical experience with statistical data analysis, issues related to IT services or workflows and service/hospitality management
Interest in F&B operational services
Interest in statistical analysis
Good verbal/written and negotiation skills
Able to learn on the job quickly
Able to take on multiple assignments
Takes a handson approach to problem solving
Collaborative in communication style, yet task and goaloriented in meeting project objectives and deadlines
Able to independently prioritise and plan work goals and scope, without much direction
Selfstarter, with confidence to make decision calls in an uncertain work environment