Assistant Manager Inflight support and concierge services …, New Delhi

Designation / Position: Assistant Manager Inflight Operations Nature of Job / Profile : Non-Flying Job Assistant Manager, Inflight Support & Concierge Services : Summary Leads day-to-day support for Flight Attendants and inflight operations, ensuring safe, reliable, and high-quality onboard service. Partners with Safety, Flight Ops, Crew Services, and Airports to drive performance, compliance, and crew engagement. Key Responsibilities
- Lead and coach Inflight Supervisors and Flight Attendants to deliver safe, consistent service and on-time performance.
- Ensure compliance with all regulatory requirements (DGCA/CAA), company policies, and safety programs; participate in safety meetings and emergency response activities.
- Oversee crew base operations: scheduling coordination, staffing levels, performance management, and corrective actions.
- Monitor service quality and operational KPIs; analyse trends and implement process improvements.
- Coordinate training needs with Learning/Training teams; support recurrent and current-hire training, service procedures, and SOP rollouts.
- Manage communication to crew: policy changes, service updates, irregular operations guidance.
- Support passenger experience by addressing escalated inflight service issues and post-flight feedback with Customer Care.
- Partner cross-functionally (Airport Services, Tech Ops, Catering, Crew Services) to resolve day-of-operation issues and improve end-to-end reliability.
- Contribute to catering/service standard updates and cabin equipment readiness feedback loops.
- Support irregular operations and peak periods with flexible hours; may ride along for audits/checks when needed.
- Lead concierge and cabin host teams to deliver personalised, discreet, and best-in-class service.
- Oversee VIP journey management: itinerary coordination, ground transport, security/meet-and-assist, special requests, and service recovery.
- Coordinate closely with Inflight, Catering, Flight Ops, and FBO/airport partners to ensure on-time, flawless execution.
- Manage vendor relationships and SLAs (transport, catering, lounge/FBO, provisioning); select menus and oversee presentation standards.
- Maintain detailed passenger preference profiles and confidentiality; ensure data accuracy and compliance.
- Audit cabin and lounge readiness; uphold standards for interior presentation, amenities, and stock.
- Handle escalations and service recovery for premium clients; track feedback and drive continuous improvement.
- Schedule staffing, oversee training, and conduct performance reviews; mentor team on luxury service, culinary basics, and cultural awareness.
- Manage budgets for concierge operations, provisions, and amenities; control costs without compromising quality.
- Support irregular operations and off-hours requests with flexible availability. Qualifications:
- Bachelor’s degree or equivalent experience in aviation, hospitality, or operations.
- 4–6 years inflight or airline operations experience, including 2–3 years leading a diverse team.
- Working knowledge of DGCA/CAA regulations.
- Excellent leadership, coaching, and communication skills; calm under pressure with sound judgment.
- Strong analytical, organisational, and time-management skills; proficient with MS Office and crew/ops systems.
- Ability to travel domestically and internationally is mandatory, and work variable hours.
- Prior Flight Attendant or Inflight Base/Regional leadership experience.
- Experience with safety management systems (SMS) and service quality programs.
- High-end customer service or hospitality background. Owns premium ground-to-air concierge operations for elite, VIP, and high-touch clients. Leads a team delivering seamless end-to-end experiences, from pre-trip planning and bespoke catering to day-of-travel coordination and post-trip follow-up. Preferred
- Corporate aviation cabin/concierge background or prior Cabin Host/Flight Attendant experience.
- Culinary/wine knowledge; service design and quality assurance experience.
- Experience implementing service standards and training programs. Apply on Kit Job: kitjob.in/job/4m5rwp