Senior Associate

7 hours ago

Gurgaon, Haryana, India Aviation Indeed™️ Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: Senior Associate – Inflight Standards & Procedures

Function: Customer Experience

Location: Gurugram

Job Purpose

The Senior Associate – Inflight Standards & Procedures will be responsible for developing, implementing, and maintaining world-class inflight service standards and operating procedures. The role aims to ensure consistent, high-quality guest experiences onboard, in alignment with the airline's brand and service philosophy.

You will collaborate closely with multiple departments such as Cabin Service Training, Product Development, and Catering to translate the service vision into actionable guidelines for the cabin crew and onboard teams.

Key Responsibilities

Inflight Standards & Procedures

  • Develop and maintain inflight service standards, ensuring consistency across all flights.

  • Create and update service manuals, checklists, and SOPs for cabin crew.

  • Translate service concepts into practical onboard guidelines aligned with brand values.

  • Collaborate with the Cabin Crew Training team to align training content with the latest standards.

  • Conduct regular onboard audits to ensure adherence to service protocols and identify improvement areas.

  • Liaise with the Catering and Product Development teams to define service equipment, galley layouts, and onboard product uplifts.

  • Communicate changes in service procedures and product introductions to relevant teams.

  • Monitor performance feedback and audit reports to implement corrective actions.

  • Benchmark inflight service quality against leading global airlines and suggest improvements.

Skills & Competencies Required:-

  • Strong attention to detail and documentation accuracy

  • Excellent coordination and planning skills

  • Effective communication and interpersonal skills

  • Team management and cross-functional collaboration abilities

  • Strategic mindset with focus on continuous improvement

  • Understanding of health, safety, and compliance in inflight operations

Key Performance Indicators (KPIs)

  • Timely completion of service design projects within budget

  • High customer satisfaction scores for inflight services

  • Adherence to defined service standards based on audit outcomes

  • Implementation success of new service concepts and improvements

Educational Qualifications

  • Bachelor's Degree from a recognized university (Hospitality or Aviation background preferred)

  • Cabin Crew Training Certification from a reputed institute (preferred)

Experience

  • Minimum 3+ years of experience in inflight services, standards & procedures, or hospitality quality management

  • Prior experience in Cabin Services / Inflight Operations is highly desirable

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