Specialist, Service Training and Standards

In collaboration with the Manager, Inflight Products, the person in this role is responsible for effectively communicating all product and service updates to Cabin Crew Members, the Inflight Service department, and the Training team. They ensure consistency between documentation, training, and field communications to support the uniform adoption of changes. By acting as a liaison and offering support, they directly contribute to the quality and consistency of the onboard experience.

Responsibilities

• Operate flights to conduct audits and gather field feedback to support the continuous improvement of service standards.
• Contribute to updates of the Cabin Standards Manual by integrating field insights, product changes, and operational evolutions.
• Update service plans and ensure alignment with standards and operational practices.
• Share key information, observations, and lessons learned with Training teams.
• Contribute to onboard service training content (in-class and online) and recommend improvements.
• Collaborate with the Training team on the development of learning modules related to products and service (e.g., Club Class, Bistro Menu).
• Act as a point of alignment between documentation, training and field execution.
• Draft internal communications (memos, bulletins, newsletters) destined for Cabin Crew Members.
• Create launch briefings for seasonal changes or major deployments.
• Respond to questions related to the Cabin Standards Manual and information bulletins, support the Inflight Experience mailbox and maintain operational tools.
• Perform any other related tasks based on operational or organizational needs.