Ready to lead cabin operations and deliver exceptional in-flight service? Jambojet are looking for a skilled Flight Purser in Nairobi, Kenya to lead with professionalism, uphold the highest safety standards, and create memorable in-flight experiences for our passengers. In this key leadership role, you will manage the cabin crew team, uphold safety standards, act as the main flight deck liaison, and drive revenue through onboard sales.
Reports to: Pilot in Command when on flight duty and to the In-flight Services Supervisor administratively
Delegates to: Flight Attendant
Department: In-flight Services
Location: Nairobi, Kenya
Role Purpose Statement:
Under the general direction and guidance of the In-flight services supervisor, the Flight Purser is responsible for overseeing the cabin operations on flights. This role involves leading the cabin crew team, ensuring the highest standards of passenger service, safety, and comfort, and acting as the main liaison between cabin crew and flight deck officers.
Authority:
- Has Authority to apply all safety, security and service standards and procedures as outlined in but not limited to this manual.
- To make decisions on risk tolerability when risks are acceptable.
Accountability:
- Ensure in-flight customer service is carried out to agreed company standards to meet customer expectations.
- Consistently deliver quality service in a safe and secure cabin environment that guarantees guest comfort and satisfaction while providing leadership to all Flight Attendants on board.
Responsibilities:
- Lead and manage the cabin crew team, ensuring efficient and effective teamwork during flights.
- Oversee and ensure adherence to all safety and security procedures, conducting safety briefings and checks, and coordinating with the flight deck for smooth operation.
- Deliver and supervise high-quality passenger service, addressing any concerns or needs, and ensuring a comfortable and pleasant flight experience.
- Act as the primary liaison between the cabin crew and flight deck officers, ensuring clear and effective communication.
- Drive revenue through onboard sales, while managing in-flight services to ensure high standards and passenger satisfaction, and ensure proper utilization of company property to avoid wastage and misuse.
- Direct and coordinate cabin crew during emergencies, ensuring proper execution of safety procedures and passenger management.
- Mentor and guide cabin crew members, encouraging professional development and adherence to company standards.
- Ensure compliance with aviation regulations and company policies, maintaining accurate in-flight documentation and reports.
- Collect and analyze passenger feedback to continuously improve service quality and address areas for enhancement.
- Ensure adherence to company grooming and uniform standards by self and crew while on duty, thereby upholding the professional image of the airline through exemplary conduct, grooming, and customer interaction.
- Gather feedback from passengers regarding their flight experience and report any issues or suggestions to the management, continually seeking opportunities for enhancing service quality.
Know How:
a) Technical Knowledge: In-depth understanding of cabin service operations and in-flight service protocols. Proficiency in safety and emergency procedures, including the use of emergency equipment.
b) Management Skills: Strong leadership and team management capabilities, essential for guiding and coordinating the cabin crew.
c) Human Relations Skills: Excellent communication and interpersonal skills for interacting effectively with passengers and crew. Conflict resolution and problem-solving abilities, crucial for addressing in-flight challenges.
d) Specialized Knowledge: Knowledge of regulatory compliance in aviation. Understanding of customer service best practices specific to the airline industry.
Problem Solving:
a) Thinking Environment: Dynamic and varied, encompassing both in-flight and ground-based responsibilities.
b) Thinking Challenge: Balancing the delivery of high-quality service with maintaining stringent safety standards.
Corporate Accountability:
a) Managing cabin crew operations and making decisions regarding in-flight service and safety during flight.
b) Direct impact on passenger experience, safety, and crew performance.
c) Decisions significantly affect passenger satisfaction, operational safety, and the airline’s reputation.
Qualifications:
a) Education: Minimum of a Diploma or equivalent in hospitality, or a related field is advantageous.
b) Experience: Minimum of two years of experience in cabin crew roles, with prior experience in a leadership position preferred.
c) Certifications: Cabin Crew Member Certificate.
