In-flight Services Manager Job Description [Updated for 2024]

In the dynamic world of aviation, the demand for skilled In-flight Services Managers is at an all-time high.

As the face of the airline, these professionals ensure that every journey is a memorable one, from take-off to touchdown and beyond.

But let’s delve deeper: What exactly does an In-flight Services Manager do?

Whether you are:

• A job seeker trying to understand the nuances of this role,
• A recruiter formulating the profile of the perfect candidate,
• Or simply curious about the intricacies of in-flight services management,

You’ve come to the right place.

Today, we are presenting a customizable In-flight Services Manager job description template, designed for effortless posting on job portals or career websites.

Let’s dive right in.

In-flight Services Manager Duties and Responsibilities

In-flight Services Managers oversee the entire in-flight service operation, ensuring that the service is of the highest standard, safe, and satisfying for the passengers.

They work directly with cabin crews, caterers, and other airline staff to manage the delivery of food, beverage, and other customer service aspects during flight.

The duties and responsibilities of an In-flight Services Manager include:

• Managing and coordinating the work of the cabin crew to ensure exceptional in-flight services
• Developing, implementing, and evaluating in-flight service procedures and standards
• Overseeing the selection, training, and performance of cabin crew members
• Ensuring compliance with safety regulations and standards on board
• Planning and coordinating food and beverage services, and liaising with catering services for quality control
• Dealing with passenger complaints and issues, resolving them in a professional and efficient manner
• Maintaining communication with the flight deck crew and ground services
• Reviewing and analyzing in-flight service performance and customer feedback to improve service quality
• Ensuring the cabin crew adhere to the airline’s professional standards, policies, and procedures

 

In-flight Services Manager Job Description Template

Job Brief

We are looking for an experienced In-flight Services Manager to ensure the comfort and safety of passengers aboard our flights.

The successful candidate will be responsible for coordinating and supervising the in-flight crew, managing food and beverage services, and ensuring that safety procedures are strictly followed.

Our ideal candidate is a competent leader who is able to maintain a high level of customer satisfaction without compromising our team’s efficiency or the safety of our passengers.

 

Responsibilities

• Manage and supervise in-flight crew to ensure the highest level of passenger service
• Coordinate with ground staff to ensure proper catering and inventory levels on each flight
• Train and mentor new team members
• Address and resolve passenger complaints and concerns
• Ensure compliance with all safety regulations and procedures
• Monitor and report on in-flight service performance metrics
• Manage scheduling and rotation of in-flight crew members
• Communicate effectively with passengers and crew, especially during emergencies
• Stay up-to-date with changes in regulations and industry best practices

 

Qualifications

• Proven experience as an In-flight Services Manager or similar role
• Understanding of service procedures and standards in the airline industry
• Knowledge of airline safety regulations and emergency procedures
• Excellent leadership and team management skills
• Strong communication and conflict resolution skills
• Ability to remain calm and make decisions under pressure
• Customer service-oriented with a positive, patient, and friendly attitude
• BSc degree in Hospitality, Tourism, Business Administration or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Travel discounts
• Professional development opportunities

 

Additional Information

• Job Title: In-flight Services Manager
• Work Environment: This position is based on board aircraft and may involve irregular hours and extensive travel.
• Reporting Structure: Reports to the Director of In-flight Services or Airline Operations Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $65,000 minimum to $105,000 maximum
• Location: [City, State] (specify the location or indicate if the role involves extensive travel)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an In-flight Services Manager Do?

In-flight Services Managers, also known as Cabin Services Managers or Flight Pursers, are primarily employed by airlines, where they oversee the crew members who are responsible for the comfort and safety of the passengers on a flight.

Their main role is to manage the cabin crew, delegate duties, and ensure that all passengers are comfortable and safe.

They also provide directions to the crew in the event of emergencies, ensuring passengers are evacuated safely if necessary.

In-flight Services Managers conduct pre-flight briefings with the cabin crew, reviewing flight details, passenger distribution, and any special requirements (such as the need for wheelchair assistance, or dietary requirements for meals).

During the flight, they manage the delivery of in-flight services like meals and beverages, entertainment, and duty-free shopping.

They also ensure compliance with safety procedures, and answer passenger queries and complaints.

In-flight Services Managers are also responsible for checking cabin facilities, ensuring that safety equipment is available and functioning, and liaising with the flight deck crew.

After the flight, they are involved in writing reports about the flight, including any medical incidents or issues with the cabin facilities, as well as managing the restocking of supplies and equipment for the next flight.

Their ultimate goal is to ensure a comfortable, safe, and pleasant experience for all passengers, and efficient coordination of cabin crew activities.

 

In-flight Services Manager Qualifications and Skills

An In-flight Services Manager should possess a range of skills and qualifications to effectively manage the cabin crew and oversee in-flight services, such as:

• Excellent leadership and management skills to oversee the work of the cabin crew and ensure smooth operation of in-flight services.
• Exceptional communication skills to liaise with flight crew, ground staff, and passengers, and to provide clear instructions to cabin crew members.
• Strong customer service skills to ensure passenger satisfaction and handle any complaints or issues that arise during a flight.
• Ability to handle stressful situations calmly and effectively, ensuring the safety and comfort of passengers at all times.
• Ability to work in a team, coordinating with various departments to ensure a seamless experience for passengers.
• Knowledge of safety and emergency procedures, being able to instruct passengers and crew in case of any emergency.
• Understanding of cabin service systems, including meal service and entertainment options.
• Physical fitness to cope with the demands of long flights and potential emergencies.

 

In-flight Services Manager Experience Requirements

To qualify for the role of an In-flight Services Manager, candidates often require a minimum of 5 years of experience within the airline or hospitality industry.

This experience allows them to develop customer service skills and an understanding of aviation operations which is crucial for this role.

For entry-level candidates, experience can be gained through roles such as Flight Attendant, Airport Service Agent, or other customer-facing roles in the travel or hospitality industry.

They may also gain experience through internships in airline operations or hospitality.

Candidates with more than 3 years of experience often have developed a strong understanding of airline policies, safety protocols, and have demonstrated an ability to manage challenging situations in a calm and professional manner.

This experience is typically gained in senior flight attendant or supervisor roles.

Those with more than 5 years of experience usually have a proven track record of leadership and team management, often gained in roles such as Cabin Crew Supervisor or Airline Operations Manager.

These candidates are more likely to be ready for the In-flight Services Manager position, where they will be responsible for managing and training flight attendants, ensuring compliance with safety standards, and overseeing passenger service operations.

 

In-flight Services Manager Education and Training Requirements

In-flight Services Managers typically require a bachelor’s degree in hospitality, tourism, business administration, or a related field.

They also need to have a strong background in customer service, as they will be dealing with passengers and their needs during flights.

Several years of experience in the aviation industry, particularly in customer service or cabin crew roles, are often required.

This experience is crucial as it familiarizes the individual with the operations and safety protocols of an aircraft.

Apart from this, knowledge of multiple languages is also highly advantageous due to the international nature of the job.

Fluency in English is usually mandatory.

Certifications in first aid and safety are also necessary as In-flight Services Managers are responsible for overseeing the safety and comfort of passengers.

In addition to these, many airlines also provide specific training for In-flight Services Managers.

These training programs focus on leadership, safety procedures, service standards, and company protocols.

Furthermore, possessing a master’s degree in business administration or hospitality can boost career growth and provide opportunities for higher managerial positions.

Lastly, excellent interpersonal and communication skills, flexibility, decision-making abilities, and a customer-focused approach are important soft skills for this role.

 

In-flight Services Manager Salary Expectations

The average salary for an In-flight Services Manager is approximately $69,000 (USD) per year.

However, this can fluctuate based on factors such as years of experience in the aviation industry, the size and reputation of the airline company, and the geographic location of the job.

 

In-flight Services Manager Job Description FAQs

What skills does an In-flight Services Manager need?

An In-flight Services Manager should possess excellent communication and interpersonal skills to liaise with passengers and crew members.

They need strong leadership skills to manage the cabin crew team, and customer service skills to meet the needs of passengers.

Organizational skills are also important to manage in-flight services efficiently.

 

Do In-flight Services Managers need specific qualifications?

Yes, an In-flight Services Manager typically requires at least a high school diploma, but a degree in hospitality, tourism, or a related field can be advantageous.

Additionally, they must have prior experience in the aviation industry, preferably in a managerial role.

Some airlines may also require specific certifications.

 

What should you look for in an In-flight Services Manager resume?

An In-flight Services Manager’s resume should highlight their experience in the aviation industry, particularly in customer service and team management roles.

You should look for evidence of their skills in leadership, organization, and crisis management.

Any additional qualifications or certifications in hospitality or tourism can also be beneficial.

 

What qualities make a good In-flight Services Manager?

A good In-flight Services Manager is proactive, adaptable, and has excellent problem-solving skills to deal with the unexpected challenges that can occur during flights.

They need to be able to lead and motivate a team, and deliver high-quality customer service.

They should also have a good understanding of safety protocols and procedures in the aviation industry.

 

Is it difficult to hire an In-flight Services Manager?

Hiring an In-flight Services Manager can be challenging due to the specific skills and experience required for the role.

It’s important to find a candidate who has previous managerial experience, preferably in aviation, understands the unique demands of the industry, and can effectively lead a team in a highly dynamic and sometimes stressful environment.

 

Conclusion

And there you have it.

Today, we’ve taken you on a behind-the-scenes tour of what it truly means to be an In-flight Services Manager.

And guess what?

It’s not just about serving meals at 35,000 feet.

It’s about orchestrating a memorable and comfortable flying experience, one passenger at a time.

With our comprehensive In-flight Services Manager job description template and real-world examples, you’re ready for take-off.

But why stop there?

Soar higher with our job description generator. It’s your next destination for detailed job listings or refining your resume to perfection.

Remember:

Every passenger interaction is a part of the bigger journey.

Let’s shape that journey. Together.

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