Job description:Job Title
Duty Executive In-Flight Operation Centre (IFOPC), KUL Operations
Reports To
Manager, KUL Catering Operations
Role Purpose
The role serves as the central point of contact for operations units, coordinating queries from both internal teams and external partners, such as caterers and vendors. It involves making quick decisions and maintaining clear communication regarding catering and in-flight operations to ensure smooth operations, even in challenging situations. Key responsibilities include overseeing daily operational duties related to catering, ensuring action items from the Operation Control Centre (OCC) are managed effectively, and prioritizing on-time performance (OTP). The position also requires maintaining communication with internal stakeholders, responding promptly to urgent requests, and resolving operational issues swiftly. Additionally, the role demands quick decision-making under pressure, coordinating with caterers during flight diversions or schedule changes, and handling last-minute requests. Regular safety checks on catering equipment are essential, along with ensuring compliance with loading diagrams and implementing corrective actions based on safety reports or operational issues.
Key Accountability
- Make swift decisions under pressure to resolve issues and ensure smooth in-flight catering operations in accordance with contracts and SLAs, regardless of challenges.
- Monitor catering activities closely and keep the OCC manager informed of potential issues, addressing them proactively.
- Implement contingency plans to minimize disruptions caused by unexpected events or flight delays.
- Coordinate with caterers and vendors to accommodate last-minute requests related to flight diversions, schedule changes, or aircraft swaps.
- Assist caterers in the timely delivery of in-flight equipment when necessary.
- Provide accurate delay reasons to the Hub Control Centre (HCC) for precise OTP reporting.
- Conduct pre-flight checks for special flights (e.g., VVIP, charter) and communicate any necessary changes to caterers.
- Manage last-minute requests for special meals or in-flight amenities with caterers and vendors.
- Identify, analyze, and resolve issues arising from safety or operations reports, and recommend corrective actions.
- Address complaints and urgent requests from operating crews promptly.
- Maintain clear communication with internal teams, including flight crews, ground personnel, and caterers.
- Ensure accurate records of delays are kept, investigate issues, and follow up within 12 hours after flight departure.
- Coordinate with caterers and vendors to ensure readiness for new instructions at least 24 hours prior to the flight.
- Provide live updates to caterers and vendors during flight disruptions and prepare a recovery plan.
- Conduct regular safety and loading checks to ensure compliance with loading diagrams and instructions.
Qualifications & Working Experience
Diploma in Business Administration or related field with 2 years in airline operations, 1 year in the operation department or others operation experience preferred. (Relevant work experience may be considered for who don't have formal qualifications).
Personality Traits
- Broad knowledge of airline products and operations.
- Strong analytical, planning, and operational skill.
- Positive work attitude, team player, able to meet tight deadlines and be prepared to take on additional responsibilities, and can-do spirit attitude.
- Highly organized, self-motivated, and detail oriented.