Role summary
Responsible for designing, delivering, and continuously enhancing customer service training programs for cabin crew and frontline personnel. Ensures consistent service excellence, emotional intelligence, conflict management capability, and alignment with flyadeal's brand standards. Supports ACMI and wet lease operations by ensuring training programs remain current, effective, and aligned with operational, commercial, and corporate requirements.
Responsibilities
- Deliver customer service training programs for initial, recurrent, upgrade, and ad-hoc cabin crew training.
- Conduct specialized service training covering Grooming Standards, Cabin Service Procedures, Galley Management, POS and Inflight Sales, Hajj & Umrah operations, and Charter Flights.
- Deliver customized training programs for ACMI, wet lease, and third-party crew members in alignment with flyadeal service standards.
- Apply adult learning methodologies and interactive facilitation techniques to ensure effective knowledge transfer.
- Develop, update, and maintain training materials, presentations, job aids, and assessment tools.
- Revise training content in response to operational updates, service procedure changes, and commercial initiatives.
- Ensure all training materials are current, version-controlled, and compliant with flyadeal standards and regulatory requirements.
- Support continuous improvement of training programs to enhance service delivery and guest experience.
- Provide post-training coaching, feedback, and guidance to cabin crew to improve service performance.
- Conduct follow-up observations, refresher training, and performance support sessions.
- Support Line Trainers and Cabin Crew Performance teams with coaching tools and service improvement initiatives.
- Monitor training effectiveness and recommend enhancements based on operational feedback and performance data.
- Ensure service training programs support flyadeal's brand values and customer experience objectives.
- Maintain consistency in service delivery standards across flyadeal and ACMI/wet lease operations.
- Support corporate initiatives related to customer experience, inflight sales, and service excellence.
Qualifications
- Diploma or Bachelor's degree in Education, Aviation, Hospitality, Business, or related field.
- Equivalent airline operational experience may be considered.
Requirements
- Train-the-Trainer or Instructional Design certification is required.
- Customer Service or Service Excellence certification is preferred.
- Certifications in Emotional Intelligence, Coaching, or Conflict Management are desirable.
- Aviation-related certifications (IATA, ICAO) are an advantage.
- Minimum 3 years of experience in airline cabin crew operations, customer service, or aviation training.
- Proven experience delivering instructor-led customer service or soft skills training.
- Experience in cabin crew service delivery, inflight operations, or training environments.
- Exposure to ACMI, wet lease, or third-party crew training environments is preferred.
Education
Diploma or Bachelor's degree in Education, Aviation, Hospitality, Business, or related field
Experience
Minimum 3 years of experience in airline cabin crew operations, customer service, or aviation training
Skills
- Strong instructional, facilitation, and presentation skills
- Strong knowledge of cabin crew service standards and inflight operations
- Ability to design and develop effective training programs and materials
- Strong coaching and performance development capability
- Excellent interpersonal, communication, and engagement skills
- Ability to influence service culture and drive service excellence
- Strong organizational and planning skills
Education · Experience · Type
Requires 3+ yearsSalary not stated