Purpose
Lead the 24/7/365 operations of a group of overseas stations ensuring that they are delivering all products and services as designed in a safe and Halal compliant way. To ensure that all menus are delivered in line with GE standards and within budget. Track and measure caterer performance against agreed metrics providing caterer feedback and developing corrective action plans to address issues, improve performance and reduce costs.
Accountabilities
- Acts as Performance Manager managing the supply of catering services from a group of OSS in line with budgeted costs ensuring control of meal wastage and identification of savings opportunities. Includes scheduled flight operations, charter & VIP flights, and cargo catering ops.
- Ensure that all services provided are in line with Etihad Airways food safety, Halal and galley/equipment loading plans.
- Manage caterer performance using on-site audits, feedback from other stakeholders and airport teams, guest feedback and NPS results. Develop and track Corrective Action Plans as appropriate. Ensure that all results are tracked, and caterers are monitored for performance compliance. Responsible for monitoring, tracking and closing all OCRs for the assigned stations.
- Review monthly performance dashboard (OTP, OCRs, NPS etc) with caterers during bi-weekly/monthly performance calls. Ensure actions are captured and completed and strong relationship maintained.
- Ensure all CPGs are correct and approved by Culinary Standards prior to being sent to printer including off cycle menu requirements for charters and activations are created in timely and accurate manner. All menu cards and CPGs to be distributed to all stakeholders prior to menu change including crew intranet.
- Maintain integrity of Etihad Airways catering systems and support data transference and integrity within current and new systems. Use audits, trend and root cause analysis and feedback from internal and external stakeholders to identify and resolve issues.
- Lead or contribute to projects that have a direct impact on operational or financial performance to ensure deliverable achieved; ensure desired outcome and benefits delivered.
- Perform analysis and checks on outbound and inbound flights to / from the station group to ensure to standards adhered to, issues identified and provide feedback to supplier and the Senior Manager Catering Performance.
- Complete onboard audits during duty travel flights getting feedback from crew, checking standards, and ensuring follow up action and resolution with internal teams and Caterer.
Education & Experience
- Holder of a degree from recognized university. Excellent communication skills in written and spoken English.
- Food Safety and Halal certifications desirable
- Knowledge of AirVision, MS Office and PowerBI applications.
- Experience: Minimum 8 years of airline experience with exposure to inflight catering environment.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
To learn more, visit etihad.com
