Manager Cabin Crew
Royal Brunei Airlines
Total years of experience :26 years, 6 Months
• Developing and implementing standard practices according to corporate policy, safety and service standards and in response to the changing needs of the business - measurement, reviews and service blueprint (implementation of performance appraisals based of KPIs)
• Creating and implementing practices to measure and manage the quality of cabin crew performance and create ways to recognize/ reward good performers while managing the poor performers (managing team of 400 cabin crew and 20 ground administration/ training officers/ controllers)
• Effective and efficient handling of crew productivity especially on annual leave, sick leave management, etc. (30% reduction in sickness rates and 30% increase in productivity)
• Implementing and monitoring skills development and training requirement of the cabin crew to ensure that their skills are relevant, of high quality and contribute positively to the passengers and the Company (achieving Skytrax 4 stars and Apex 5 stars ratings in 2020)
• Managing and mitigating potential risks and safety elements which may negatively impact the overall working environment of staff (implementing COVID19 mandates and precautionary measures as dictate by IATA/ ICAO/ EASA/ WHO)
• Setting acceptable company’s standards to ensure that the overall image, reputation and presentation of the cabin crew are above the industry standards (achieving in 2020 World Travel Awards both “World’s Leading and Asia’s Leading Cabin Crew” awards concurrently)
• Continuously and proactively look into possible cost-saving initiatives and cost management in all related areas (crew complement reduction on A320 and B787)
• Continuously reviewing and upgrading, when necessary, the in-flight service and its delivery and analyze customers’ feedback and cabin crew report (implementation of E-reporting and Power Automate sites to facilitate report submissions)
• Reporting and following-up on defects reported and ensuring that the overall cabin appearance and environment is to a high standard
• Effectively plan and manage the cabin crew manpower in close liaison with Flight Operations department and co-ordinate crew recruitment with People & Performance department (coordinating set up of AIMS)
• Improving the effectiveness of service recovery efforts for customer retention strategies.
Overseeing and managing special projects allocated by the CEO or Head and ensuring that it is executed timely, in accordance to the budget and delivering the desired outcome (coordinating wet leases from WAMOS/ HIFLY and Malindo Air)
• Overall in charge of Operations Office, Central Kitchen, 3 Retail/ Production outlets, 3 cafes and 3 big kiosks, reporting directly to the Managing Director and Board members
• Scope of responsibility includes recruitment of new Retail, Production staff and drivers
• Training and assessment of all staff
• Resolving all issues with retail customers tactfully
• Implementation of safety, customer service and operations procedures to increase efficiency and standards
• Coming up with new product range with Pastry and Sweet bun production teams
• Getting suppliers for raw materials, packaging and costing for new products
• Overseeing the inventory control and hygiene standards of the Operations office, Main Warehouse, Retail outlets and Production Kitchens
• Monitoring the transport department to ensure accurate delivery timings and retail hours for all Retail outlets and catering events
• Planning weekly/ monthly schedules for Retail and Production staff
• Getting accurate calculations of all staff overtime hours, sick days and leave balance from Accounts and HR records
• Ensuring legality of all staff in accordance with LMRA and Bahrain labour laws
• Ensuring wastage and COP levels are within limits set by company
• Procurement of all Marketing and Branding requirements
• Correspondence and close contacts with all Landlords and Ministries
• Coordinating with sub-contractors to rectify all technical defects and maintenance
• Proposing menus and rates for private and corporate events, clients includes EK Kanoo Motors, AJM Kooheeji and ARG
• Organizing and coordination of catering menus, quotations and service staff for all catering events. Major events include : the opening of Nova cinema in Bahrain, Al Ghassan Motors McLaren Pre F1 race event, Opening of ARG Juffair Mall, Al Kooheeji DeBeers Diamond Showroom VIP events, Bin Falqeeh Property Launches, EK Kanoo MotorCity new car launches, King Khalid Hospital 2016 GCC Doctors Summit
• Liaising with Franchise headquarters in Singapore to ensure standards are as per their requirements
Coordinating with Accounts department to ensure all transactions, credit and cash takings in retail outlets tally according to the POS and Main database system
• Overall in charge of setting up of new franchises under the subsidiary companies Mommy Wellness Day Spa Gulf and Smart Eating Bahrain W.L.L as well as operations of the main office of Masgo Ventures, reporting directly to the working director
• Scope of responsibility includes setting up of new outlets and main office
• Establishing recruitment and assessment system of all staff
• Establishing training program of all staff
• Implementation of operations and customer service procedures to ensure efficiency and standards
• Sourcing for and negotiating credit terms with new suppliers and contractors
• Procurement of all marketing and branding requirements
• Correspondence and association with landlords
• Organizing and execution of shop opening events
• Setting up of main database, inventory and POS systems in coordination with Accounts department
• Local and Overseas sourcing and purchasing of raw materials and products (food and beauty)
• Local and Overseas sourcing and purchasing of equipment (restaurant and spa)
• Overall in charge of Operations Office, Central Kitchen, 3 Retail/ Production outlets, 3 cafes and 3 big kiosks, reporting directly to the Managing Director and Board members
• Scope of responsibility includes recruitment of new Retail, Production staff and drivers
• Training and assessment of all staff
• Resolving all issues with retail customers tactfully
• Implementation of safety, customer service and operations procedures to increase efficiency and standards
• Coming up with new product range with Pastry and Sweet bun production teams
• Getting suppliers for raw materials, packaging and costing for new products
• Overseeing the inventory control and hygiene standards of the Operations office, Main Warehouse, Retail outlets and Production Kitchens
• Monitoring the transport department to ensure accurate delivery timings and retail hours for all Retail outlets and catering events
• Planning weekly/ monthly schedules for Retail and Production staff
• Getting accurate calculations of all staff overtime hours, sick days and leave balance from Accounts and HR records
• Ensuring legality of all staff in accordance with LMRA and Bahrain labour laws
• Ensuring wastage and COP levels are within limits set by company
• Procurement of all Marketing and Branding requirements
• Correspondence and close contacts with all Landlords and Ministries
• Coordinating with sub-contractors to rectify all technical defects and maintenance
• Proposing menus and rates for private and corporate events, clients includes EK Kanoo Motors, AJM Kooheeji and ARG
• Organizing and coordination of catering menus, quotations and service staff for all catering events. Major events include : the opening of Nova cinema in Bahrain, Al Ghassan Motors McLaren Pre F1 race event, Opening of ARG Juffair Mall, Al Kooheeji DeBeers Diamond Showroom VIP events, Bin Falqeeh Property Launches, EK Kanoo MotorCity new car launches, King Khalid Hospital 2016 GCC Doctors Summit
• Liaising with Franchise headquarters in Singapore to ensure standards are as per their requirements
Coordinating with Accounts department to ensure all transactions, credit and cash takings in retail outlets tally according to the POS and Main database system
Job scope in Orange Visuals predominantly includes Account servicing and Relationship Management, Integrated Marketing, Communications and Key Account Management, Advertising Strategy and Formulation/ Implementation, Territory Development, Event Planning and Organising and last but not least, Project Management and roll out of all new contracts and projects. Hands-on experience in production and installation, with understanding of different types of media to be used and costing.
• Responsible for conducting cabin crew briefing prior to flights, ensuring all cabin crew have valid legal documents as well as updated inflight service and safety knowledge. Vital flight information also conveyed to the cabin crew during this time to ensure all crew are prepared for the flight.
• Ground duties include, liaising with the flight dispatcher, airport ground staff, engineers, cleaners and caterers to ensure all requirements for the flight are met and any problems resolved prior to customer arrival.
• Responsible for conducting smooth and safe boarding, as well asthe screening of customers. On time performance also closely monitored to ensure no delays in departure.
• In flight duties include, promoting the image of Gulf Air through the highest standard of presentation and communication. Communicating inflight detail by giving regular and accurate information and safety instructions via the public announcement system to the customers. Also, effectively communicating and cooperating with the flight crew, to ensure that company requirements are met and safety regulations observed.
• Solely accountable for cabin crew performance and multi-cabin management. Demonstrating leadership skills to maximize cabin crew competencies, ensuring consistent service delivery standards in all cabins to exceed customer expectations.
• Resolve any problems in flight with tact and diplomacy. Incidents to be reported to the company via cabin crew reports, safety reports and flight disturbance incidence reports.
Microsoft Office 2010 Certificate 2013 Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Internet, Microsoft Windows 7 and 8.
‘A’ Levels 1989 Mathematics, Chemistry, Economics and General Studies
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