Job description:
Job Title
Assistant Manager, Food & Beverage, Product & Design
Reports To
Manager, Food & Beverage
Role Purpose
- Responsible to assist and be accountable for delivery with the Lead/Head of Food & Beverage in managing all initiatives listed in the ABP project by Product and Design with accountability on delivering within the timelines agreed as a team.
- Responsible for reviewing benchmark research on other similar competitive Airlines on their products and offerings.
- To provide constant reports/updates on all ABP projects, on status, challenges or roadblocks in clear communication with recommended proposals & solutions, to the Lead/Head of Food & Beverage.
- To be mindful of CSI and NPS by tracking and constantly looking at solutions to enhance or improve customer experience.
- To assist in any ad-hoc projects delegated by the Lead/Head of Food & Beverage and above.
- To be proactive & self-initiative in handling tasks, timelines, projects and staff.
- To guide, train, and manage all direct reporting staff as the lead and champion of customer experience.
- To build within direct reporting staff, for succession planning and career advancement.
Key Accountability
- To take self-initiatives to manage the process flow standard requirements for all ABP Projects within Food & Beverage with the management of the presentation decks, management papers & product briefs.
- Responsible to review the analysis of VOC (Voice of Customer), GTS (Guest Tracking System) & E-VR (Voyage Report) by tracking key pain points and issues raised by travellers, whilst monitoring the correlation to CSI & NPS scoring to provide recommendations and proposals for the review of the Lead/Head of Food & Beverage.
- To review audits based on the tracking of key pain points to determine & understand those issues prior to providing a recommendation for enhancement, improvement, policy review or reinstatement.
- To have a clear understanding of operational requirements and processes of other departments that Product and Design partners and works with.
- Provide detailed summary from analytical study & benchmarking to propose or provide solutions to issues for the review of the Lead/Head of Food & Beverage with a solid understanding of the impact on CSI & NPS as the main focus.
- To be in touch with all the latest trends happening within Aviation Food & Beverage industry and to compile & KIV for further analysis.
- Responsible for drafting Management Papers, Product Briefs & other relevant paperwork necessary required by the projects listed in the ABP 2023.
- Ability to work & collaborate with other assistant managers within the department, to assist and guide each other.
- To ensure training and guidance are given to any senior & executives in Product and Design.
- Ability to keep a healthy working relationship with all other departments that Product & Design works with.
- To attend all meetings and events as required or assigned by Lead/Head of Food & Beverage.
- To perform the handling of questions and queries in relation to Policies that were issued.
- To carry out any other task as assigned by the immediate Supervisor.
Qualification
- Diploma or Degree in any relevant field
- Special / Professional Certification: Culinary arts / Food Science / Hospitality & Tourism
- Years of Experience: with 4-5 years’ working experience
- Areas of Experience: Food Services, Hotel / Cruise Industry, Culinary Knowledge, Knowledge of HACCP & Halal processes
- Personality Traits: Team player, Pleasant Attitude, Eager to learn & grow, Proactive, Multi-tasking, Perseverance, Self-Discipline