Guest Experience Manager with SCCM
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
GUEST EXPERIENCE MANAGER
Reporting to the Inflight Services Manager, the primary purpose of the role is to manage and continually improve the experience and service delivery onboard our aircraft.
Key Duties and Responsibilities:
- When assigned, project manage Private Charters, TCS and Four Seasons
- Prior to departure:
- assist and collate information from the Inflight Service and Commercial departments
- make contact with the lead passenger
- undertake up to 3 office days preparation prior to each assigned trip; together with the Lead Captain, arrange a meeting with the trip crew to manage the expectations and challenges that the crew may face
- instruct operating crew with relevant information regarding service delivery, flow and standards
- work alongside Royal Blue in STN/LHR to oversee the packing and loading of equipment onto the aircraft
- complete the jet dress and loading of the aircraft (if required)
- Liaise and work alongside the onboard chef (if travelling)
- Contact down route catering companies to oversee production, packing and security searches
- Oversee the operation of down route catering load and security checks / jet dress prior to departure
- Coordinate with the Lead Captain a post flight meeting (if required) with key personnel involved in the project
- Undertake flight rides on ZT flights to assess service standards and to complete department control checks
Individual Skills:
- Excellent communicator in both verbal and written disciplines
- Exceptional organisational and leaderships skills with the ability to coach, train and develop cabin crew
- Ability to multitask and work independently as well as in a team environment
- Be proactive and trouble shoot whilst tactfully handling demanding and stressful situations
- Ability to meet deadlines whilst maintaining excellent attention to detail in a fast-paced environment
- Strong ability to forge professional relationships with guests, colleagues and clients
- Ability to deliver clear expectations and motivate others to act in the interest of the organisation
- A strong sense of decorum, personal presentation and etiquette
Requirements:
- Minimum 4 years flying experience in a multiple cabin class environment or corporate aviation background, preferably in a senior position
- Additional languages preferable but not necessary
- Knowledge of computer skills beneficial
- Ability to travel for longer trips (back-to-back tours will only be allocated in exceptional circumstances)
- Right to live and work in the UK
- Current, full driving licence
- Ability to provide information for a five year work/education background check to include Criminal Records Check
- Pass a pre-employment drugs and alcohol test
This role is a service based role working alongside the SCCM on designated flights where the Guest Experience Manager will take responsibility for the service elements of the flight. When not on private charters, the successful candidates will operate in the SCCM or other crew ranked role on Titan flights including covering work for other airlines, military etc.
This is a full time, permanent role based at London Stansted and will involve standby duties and a random (not fixed pattern) roster.
Training course to commence 4th September 2023
The Company
We are an independent UK charter airline established in 1988, with a subsidiary office in Malta established in 2021. The Company is led by aviation experts with a wealth of knowledge and experience. Our broad customer base includes clients from some of the world’s leading companies, airlines, tour operators, sports teams, film production companies, music tour management firms, government bodies and cargo operators.
Operating globally, our work ranges from domestic routes to transatlantic flights, to multi-stop around the world tours. What we do changes almost daily, making the flexibility and commitment of all our staff paramount to our success and ongoing longevity.
Our Values
At Titan Airways we have spent over a third of a century delivering everything that we promise, and more. Whilst other charter airlines have been and gone, we have continually and passionately delivered a high standard of service and punctuality to our clients, and this is the core reason why clients from around the globe come back time and time again.
Along the way, we have won industry awards and accolades, however our greatest satisfaction will always be the knowledge that we have continued to exceed our customers’ expectations.
Our staff have always been the key to our success. We are operational 24 hours a day, 365 days a year. Our customers are supported around the clock by our in-house operations, management and technical teams and our flight crews, whose skill and attention to detail ensure the highest standards of care.
We are a privately owned company, with core family values where you are a known individual and actively encouraged to make a difference, whilst adding value and success to the business. Join us and work with friends not strangers!
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