Assistant Manager Inflight support and concierge services

Designation / Position: Assistant Manager, Inflight Operations
Nature of Job / Profile: Non-Flying Job
Assistant Manager, Inflight Support & Concierge Services : (Multitasking Role)
Summary: Leads day-to-day support for Flight Attendants and inflight operations, ensuring safe, reliable, and high-quality onboard service. Partners with Safety, Flight Ops, Crew Services, and Airports to drive performance, compliance, and crew engagement.
Key Responsibilities:
Lead and coach Inflight Supervisors and Flight Attendants to deliver safe, consistent service and on-time performance.
Ensure compliance with all regulatory requirements (DGCA/CAA), company policies, and safety programs; participate in safety meetings and emergency response activities.
Oversee crew base operations: scheduling coordination, staffing levels, performance management, and corrective actions.
Monitor service quality and operational KPIs; analyse trends and implement process improvements.
Coordinate training needs with Learning/Training teams; support recurrent and new-hire training, service procedures, and SOP rollouts.
Manage communication to crew: policy changes, service updates, irregular operations guidance.
Support passenger experience by addressing escalated inflight service issues and post-flight feedback with Customer Care.
Partner cross-functionally (Airport Services, Tech Ops, Catering, Crew Services) to resolve day-of-operation issues and improve end-to-end reliability.
Contribute to catering/service standard updates and cabin equipment readiness feedback loops.
Support irregular operations and peak periods with flexible hours; may ride along for audits/checks when needed.
Lead concierge and cabin host teams to deliver personalised, discreet, and best-in-class service.
Oversee VIP journey management: itinerary coordination, ground transport, security/meet-and-assist, special requests, and service recovery.
Coordinate closely with Inflight, Catering, Flight Ops, and FBO/airport partners to ensure on-time, flawless execution.
Manage vendor relationships and SLAs (transport, catering, lounge/FBO, provisioning); select menus and oversee presentation standards.
Maintain detailed passenger preference profiles and confidentiality; ensure data accuracy and compliance.
Audit cabin and lounge readiness; uphold standards for interior presentation, amenities, and stock.
Handle escalations and service recovery for premium clients; track feedback and drive continuous improvement.
Schedule staffing, oversee training, and conduct performance reviews; mentor team on luxury service, culinary basics, and cultural awareness.
Manage budgets for concierge operations, provisions, and amenities; control costs without compromising quality.
Support irregular operations and off-hours requests with flexible availability.
Qualifications:
Bachelor’s degree or equivalent experience in aviation, hospitality, or operations.
4–6 years inflight or airline operations experience, including 2–3 years leading a diverse team.
Working knowledge of DGCA/CAA regulations.
Excellent leadership, coaching, and communication skills; calm under pressure with sound judgment.
Strong analytical, organisational, and time-management skills; proficient with MS Office and crew/ops systems.
Ability to travel domestically and internationally is mandatory, and work variable hours.
Prior Flight Attendant or Inflight Base/Regional leadership experience.
Experience with safety management systems (SMS) and service quality programs.
High-end customer service or hospitality background.
Owns premium ground-to-air concierge operations for elite, VIP, and high-touch clients. Leads a team delivering seamless end-to-end experiences, from pre-trip planning and bespoke catering to day-of-travel coordination and post-trip follow-up.
Preferred
Corporate aviation cabin/concierge background or prior Cabin Host/Flight Attendant experience.
Culinary / wine knowledge; service design and quality assurance experience.
Experience implementing service standards and training programs.

Work arrangement
No