Head of Catering - Inflight Services

Job Position Summary:

Responsible for execution of entire Planning of F&B/Merchandise products service delivery on-board for seamless customer experience. Actively involved in continuous innovation, automation, and process improvement efforts to optimize revenues. Work cross functionality with peers / colleagues to support training / best practices and shared opportunities. Jointly accountable for the successful delivery of Ancillary Products, across all portfolios and channels, leading to sustained margin growth in line with or exceeding budget

Job Description: 

1. Understand/monitor the ancillary market, determine customer’s needs, and develop competitive analysis for defining a vision of F&B products. Align all stakeholders around the vision for the product. 

2. Keep up to date with latest trends and aim for ‘First to Launch’ service/product in the skies and stay ahead pf competition. 

3. Continuously review products / packaging / services / automation and processes. 

4. Liaise with internal stakeholders in In-Flight, OCC, Dispatch, APS, I.T. and other relevant departments as and when required. Ensures that ‘On Time Performance’ is never compromised upon due to catering operations. 

5. Ensure full optimization of resources. 

6. Design all SOPs for the catering department and ensure compliance by regularly conducting internal audits. 

7. Liaise with external vendors/consultants for technical developments and product development/enhancement. 

8. Analyze data like Flight Reports, Customer complaints/compliments, actual sales - compared to forecast, wastage, discrepancy reports, pilferage, top selling and least selling items, shortages on board and revenue leakage, defaults etc for constant improvement. 

9. Adhere to the budget and focus on improving ancillary revenue and reduce cost and fuel burn by reducing weight on-board. Ensure all accounts are up to date. 

10. Help sales team up-sell or cross-sell services and products, set sales and revenue targets and work diligently to meet them with Inflight Operations and On-Line team. 

11. Will engage Strategic Procurement as needed for assessing contracts and services. Ensure that signed contracts are communicated to all relevant parties and interpretation to support smooth implementation. 

12. Ensure that all complaints / Flight Report issues are taken up, addressed, and communicated back to the concerned department as and when required. Act as point of contact for customer complaints and escalate issues as appropriate. Should be able to challenge status quo to improve customer satisfaction for the airline.

Skills and Knowledge Required: 

1. Behavioral / Leadership a. Leadership and Managerial Skills b. Project Management Skills c. Collaboration and networking d. Result orientation & Problem-solving e. People and team leadership f. Coaching and mentoring g. Problem solving and quick decision-making skills 

2. Functional a. F&B knowledge pertaining to Airline Catering b. Galley Planning c. Inventory Management d. Food Safety and hygiene e. Domain expertise, a smart chef or similar talent from aviation / outside aviation who has strong analytical skills , project management and process skill