Crew Training Hospitality Lead

Job Purpose

About the role:

The Crew Training Hospitality Lead will manage the design, execution, and management of strategic initiatives related to the Emirates Hospitality Strategy within the Cabin Crew Training and broader Emirates Group. The role focuses on driving operational excellence, ensuring successful implementation of hospitality initiatives, and contributing to the Emirates Group's goal of maintaining leadership and consistency in hospitality, engagement, and innovation.

What you will do:

Support the Execution of The Centre of Hospitality Strategy: Manage the implementation of the Centre of Hospitality strategy by contributing to the integration of hospitality philosophies, products, and processes across relevant business areas. Ensure alignment of day-to-day operations with the broader strategic direction, ensuring efficiency and excellence in hospitality service delivery .

Contribute to the Emirates Book of Hospitality: Collaborate in the implementation of the Emirates Book of Hospitality principles across various customer-facing functions. Work closely with customer experience teams to ensure the guidelines and principles are adhered to and provide suggestions for improvements based on feedback and operational insights.

Lead in Measuring and Monitoring Performance: Support the development and tracking of KPIs and other relevant metrics to evaluate the success of hospitality initiatives. Collaborate with cross-functional teams to analyse performance data and provide recommendations for continuous improvement in hospitality strategies and operations.

Collaboration with Business Units for Process Optimization: Partner with business units to assess and refine existing hospitality practices, redesign processes as needed, and align them with business objectives to deliver a seamless customer experience. Coordinate and communicate with internal stakeholders to ensure the effective implementation of hospitality strategies.

Innovation Support & Industry Trends Monitoring: Identify and monitor emerging trends in the hospitality and customer experience sectors. Lead in adapting hospitality offerings by contributing to benchmarking exercises and researching best practices from the industry.

Continuous Improvement & Support to Strategic Planning: Contribute to ongoing improvements in the hospitality strategy by providing insights, ideas, and support for refining existing initiatives. Manage the planning and execution of future hospitality strategies to maintain Emirates reputation for excellence and innovation in service delivery.

Team Support and Development: Coach and guide all team members on high-performance initiatives and oversee in their training and development. Contribute to fostering a positive and innovative team culture that drives operational excellence.

Qualification

• Completed Degree or Honours (12+3 equivalent) in a related discipline and/or any other relevant field of study.
• 8+ years of experience in In-flight Service or In-flight Administration.
• Experience in training for service industry roles, preferably within a global airline.
• Exposure to quality assurance processes, with a focus on learning and development.
• Experience leading and managing teams and inspiring confidence.
• Experience working collaboratively in a team environment.
• Ability to facilitate change and transformation initiatives.
• Building trusted relationships with executives.
• Ability to translate business needs and strategic direction into value-creating solutions.
High-level customer service skills.

At Emirates, we are committed to providing our employees with opportunities to grow and develop in their careers. So, if you are looking for a challenging and rewarding opportunity, apply today and join our Cabin Crew Training team!

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .