Assistant Manager Inflight support and concierge services

Nature of Job / Profile

Assistant Manager, Inflight Support & Concierge Services

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.