Position Title
Duty Manager (DM)
Report To
Operation Manager
Role Purpose
The role Duty Manager is responsible in ensuring the smooth, efficient and safety-complied day-to-day operational execution and delivering the operational excellence. This is inclusive of on-time delivery for each operational section. The Duty Manager also accountable in ensuring sufficient resources during each shift and resolving operational issues promptly, ensuring no disruption to airline service levels.
This is to be carried out in accordance to the outlined MAG, MAG CS and customer airlines’ policies, safety standards, and operational guidelines, and perform decision-making in the absence of the Operations Manager.
Key Accountability
Operational excellence
- To ensure smooth, efficient, and safe daily catering operations aligned with flight schedules.
- To maintain operational excellence in meal and non-meal preparation, dispatch, and on-time delivery for all flights and services, including VIP and charter services.
- To act as the key liaison between internal departments (Operations, Equipment, Quality Assurance, Commercial, and Customer Service) and customer airline.
- To uphold the highest standards of food quality, hygiene, and safety in compliance with company and aviation standards.
- To manage, lead, and optimize manpower allocation and resource utilization during each shift.
- To resolve operational issues promptly, ensuring no disruption to airline service levels.
Profitability
- Optimize manpower deployment and resource utilization to minimize wastage and operational costs.
- Ensure timely flight dispatch to avoid penalties or delays that impact cost efficiency.
- Maintain strict control of equipment and inventory to reduce losses.
Customer Experience
- Ensure high-quality meal presentation and adherence to menu specifications.
- Respond promptly and effectively to airline client feedback or complaints.
- Maintain professional and pleasant client relationships, ensuring service excellence.
Standard and Compliance
- Ensure 100% flight readiness and on-time catering delivery per flight schedule.
- Maintain accuracy and completeness in meal and equipment preparation.
- Ensure adherence to food safety, hygiene, and safety regulations.
- Monitor and update dashboard activities and CCP (Critical Control Point) records to ensure compliance.
Resource Management (Manpower)
- Conduct regular staff briefings, performance reviews, and on-the-job training.
- Foster teamwork, accountability, and high morale among operations staff.
- Monitor staff grooming, punctuality, and discipline, taking corrective actions when required.
Qualification & Working Experience
- Diploma or Degree in Hospitality, Catering Management, Food Service Management, or related field.
- Certificate in Food Safety & Hygiene (e.g., HACCP or equivalent).
- Occupational Safety & Health (OSH) awareness or supervisory certification is an advantage
- Minimum 5–7 years of experience in airline catering, food production, or hospitality operations, with at least 2–3 years in a supervisory or managerial role.
Areas of Experience
- Airline catering operations, food production, or large-scale kitchen management.
- Resource and manpower planning, client servicing, and inter-departmental coordination.
- Experience handling operational challenges under pressure and ensuring on-time performance
