Executive / Senior Executive Inflight Services (Standards & Performance)

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
• 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

Customer Experience Enhancement
• 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

Industry Trend Monitoring and Innovation
• 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

Process Improvement and Stakeholder Management
• 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

Requirements
• 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

All internal candidates (Ground Staff and Non-Ground Staff) will have to meet the Requirements of the role listed below to be considered.