Executive / Senior Executive Inflight Services (Standards & Performance)
- Full Time, onsite
- Singapore Airlines
- Singapore, Singapore
Salary undisclosed
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Job Description
Join Singapore Airlines' Customer Experience Division as a key member of the Inflight Services (Design, Development & Standards) department. In this pivotal role, you'll be responsible for maintaining and elevating system-wide standards of lounge and inflight food and beverage (F&B) products and services, directly contributing to SIA's vision of providing unparalleled service quality to our customers.
Key Responsibilities
Performance Management and Analysis
Join Singapore Airlines' Customer Experience Division as a key member of the Inflight Services (Design, Development & Standards) department. In this pivotal role, you'll be responsible for maintaining and elevating system-wide standards of lounge and inflight food and beverage (F&B) products and services, directly contributing to SIA's vision of providing unparalleled service quality to our customers.
Key Responsibilities
Performance Management and Analysis
- Set and monitor SLA targets for inflight meals and lounge F&B services across all stations
- Conduct comprehensive analysis of SIA's Inflight F&B touchpoints and station catering performance
- Evaluate and enhance Silver Kris Lounges (SKL) F&B offerings worldwide
- Utilize statistical data analysis to identify areas for improvement in inflight meals and lounge F&B
- Oversee the collection and analysis of customer feedback from multiple channels
- Review these feedback, data collected for process and projects for enhancing customer experience
- Handle special requests to ensure personalized customer experiences
- Stay abreast of airline and hospitality industry F&B trends
- Collaborate with internal stakeholders to optimize undercatering plans and minimize meal wastage
- Propose innovative F&B concepts to maintain SIA's competitive edge
- Collaborate with system owners and IT to enhance processes and systems
- Liaise with various departments to ensure seamless F&B service delivery
- Review and streamline reporting processes for increased efficiency
- Bachelor's degree in Hospitality Management, Business Administration, or related field
- 5+ years of experience in F&B operations or service quality management (preferably in aviation or hospitality)
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI)
- Excellent verbal and written communication skills
- Proven ability to manage multiple projects and meet deadlines
- Collaborative mindset with a results-oriented approach
- Self-motivated with the ability to work independently and make decisions in ambiguous situations
- Passion for delivering exceptional customer experiences
About Singapore Airlines
Size | More than 250 |
Industry | Passenger Airlines |
Location | Singapore |
Founded | 1 October 1972 |
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