ASSISTANT MANAGER – CABIN APPEARANCE & QUALITY ASSURANCE

JOB PURPOSE To ensure the consistent delivery of Gulf Air's customer experience standards through the oversight of cabin appearance and cleanliness, and quality assurance activities across the passenger journey. The role monitors service quality, identifies improvement opportunities, manages cabin appearance programs, and works with internal and external stakeholders to ensure products and services align with corporate standards, brand expectations, and customer needs KEY RESPONSIBILITIES **Cabin Appearance \& Cleanliness** * Develop and implement policies, standards, and procedures relating to cabin appearance, cleanliness, and presentation. * Ensure cabin interiors and customer\-facing cabin areas consistently meet established cleanliness, appearance, and presentation standards. * Oversee cabin cleaning programs, schedules, and service delivery activities to ensure compliance with company requirements. * Conduct inspections and audits of cabin appearance and cleanliness to verify adherence to established standards. * Monitor the performance of contracted cleaning service providers and ensure compliance with contractual obligations and service level requirements. * Investigate and resolve cabin appearance and cleanliness deficiencies in coordination with relevant operational stakeholders. * Manage resources, materials, budgets, and procurement requirements related to cabin cleaning and cabin appearance activities. * Establish and monitor key performance indicators for cabin appearance and cleaning operations. **Quality Assurance \& Ground Experience** * Develop, implement, and maintain quality assurance programs to monitor service delivery and ensure alignment with Gulf Air's customer experience standards and business objectives. * Conduct regular assessments of the end\-to\-end passenger journey, including reservations, check\-in, airport services, lounges, boarding, onboard services, baggage delivery, and post\-flight services. * Measure compliance with established service standards and identify opportunities to enhance the overall customer experience. * Analyze customer feedback, audit findings, complaints, service performance data, and operational reports to identify trends and recommend corrective actions. * Coordinate with operational departments to address service gaps and implement continuous improvement initiatives. * Ensure products and services delivered across customer touchpoints are aligned with Gulf Air's brand promise and marketing commitments. * Develop quality performance indicators and monitor departmental and service provider performance against established targets. Prepare quality assurance reports, audit findings, trend analyses, and management recommendations EDUCATION / QUALIFICATIONS Bachelor's degree in Aviation Management, Hospitality Management, Business Management, Quality Management, or an equivalent major in the related field EXPERIENCE: A minimum of 4 years of experience in the related field