Cabin Services Manager
Clay Lacy Aviation has been providing private jet services around the globe since 1968. Taking pride in the pursuit of perfection is at the center of everything that we do. Our most valuable asset is our experienced team. If you are goal oriented, dedicated, and proactive and enjoy a customer-centric culture, we would like to get to know you better.
- Compensation: Annual salary $100,000 to $123,000
- Travel can be as high as 25% of work time.
The Cabin Services Manager acts as a liaison between internal and external stakeholders to support the evolving cabin service needs of the company. Specific areas of focus are recruitment, new hire onboarding, retention, safety, service, and standards. This role ensures that all cabin service personnel are engaged and supported in providing the highest level of service excellence, safety, and value to our clients.
Duties and Responsibilities
Recruitment and New Hire Onboarding
- Collaborate with HR, Aircraft Management and aircraft owners on job posting requirements and appropriate compensation packages.
- Review resumes and lead interview process for cabin attendants, creating and sending job offers to chosen applicants.
- Coordinate with HR on the company’s new hire orientation.
- Oversee departmental Indoctrination to ensure new cabin attendants are well-versed with flight scheduling software, expense procedures, safety reporting process, and other appropriate process’s, procedures and technology necessary to complete their job to company expectations.
- Complete service training assessment to ensure cabin attendants are aligned with our service expectations before, during, and after a flight.
- Assist in pilot interviews and onboarding when appropriate.
- Prepare annual performance reviews and collaborate with aircraft management and or aircraft owners on merit increases and market analysis.
- Perform regular check ins with cabin attendants to include annual review discussion on job satisfaction, performance, and career development ensuring an ongoing culture of open communication and support.
- Document any crew dynamic issues and performance notes related to Cabin Attendants while working with the chief pilot’s office or HR to handle and manage issues as needed.
- Communicate with Department Managers on questions/concerns regarding cabin attendants.
- Assist with developing, facilitating, and implementing ongoing training for continued engagement, service excellence, safety, crew connection, career growth and job satisfaction with guidance from the Director, Inflight Services, and company leaders.
- Develop and implement personalized training as needed.
- Oversees regular company communication to Cabin Attendants regarding all company policies.
- Coordinates and approves all Cabin Attendant time-off through appropriate company channels
Safety, Service and Standards
- Coordinate, communicate, and partner with team members via company channels to escalate and resolve critical issues.
- Engage in written crewmember instructions, bulletins, and manual information normally required for all crewmembers. Maintain constant communication regarding changing company and regional regulations/ expectations.
- Aid in creating cohesive policies and manuals for crewmembers.
- Verify cabin attendant safety and service training certificates, and records are current and available to ensure compliance with all internal and external safety audits.
- Keep informed of evolving safety and service requirements, implement necessary changes to ensure compliance.
- Monitor the arrangement and completion of line checks for cabin attendants.
- Active participant in the Continuous Improvement Program.
- Assist with on-call scheduling as needed to ensure consistent support 24/7.
- Operate as a cabin attendant when situation requires.
- Assist with providing transparency of a profitable inflight revenue stream and tracking expenses that are tied to aircraft management P&L (i.e., pool/ floater program, onboarding specialist).
- Perform audits with the Accounting Department to establish correct billing and flight tracking.
- Active involvement in Aircraft Onboarding and Departing Process to ensure proper deadlines are met.
- Work with Flight Support and Accounting on the accuracy of submitted trip expenses.
The position requires the supervision of various employees including individual contributors, leads and first managers.
Competencies and Skills
- Create strong customer relations and deliver customer-centric solutions.
- Take on new opportunities and challenges with a sense of urgency and enthusiasm.
- Work collaboratively with others to meet shared objectives.
- Communicate a clear understanding of the needs of varied audiences and modes.
- Gain the trust and confidence of others through honesty, integrity, and authenticity.
- Make good and timely decisions that keep the organization moving forward.
- Hold self and others accountable to commitments.
- Be results-driven, consistently achieving objectives.
- Be interpersonally savvy, relating openly and comfortably to all people.
- Build teams that apply their diverse perspectives to achieve common goals.
- Use feedback and reflection to gain self-awareness of strengths and weaknesses.
- Apply knowledge of business to advance the organization’s goals.
- Optimize work processes, prioritizing efficiency, and continuous improvement.
- Maneuver comfortably through policy and people-related organizational dynamics.
- Actively seeks self-development opportunities and challenges.
- Demonstrate situational adaptability as demands shift in different situations
Essential Job Functions
- Ability to operate designated technology devices and programs.
- Ability to work in the designated office and its environment as well as indoor and outdoor environments within airports including airside facilities, landside facilities, and terminal buildings.
- Must be able to communicate verbally and in writing with internal and external stakeholders in a variety of small and large group settings.
- If needed, must have a reasonable space to work from home/remotely with appropriate office set up.
- Ability to work extended hours and in a flex schedule to meet the demands of the position.
- Able to comply with any and all safety requirements necessary to perform the job safely.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
- Travel can be as high as 25% of work time. Travel may occur seven days per week with possible prolonged overnight stays in national and international locations. A current passport and other possible travel documentation may be required.
Required Education and Experience
- Bachelor’s degree
- Minimum two years’ working as a cabin attendant
- Three years’ customer service experience or equivalent combination of education and cabin attendant experience in an industry serving ultra-high net worth individuals.
- Preferred work experience in leadership position in the business aviation field or related field.
Additional Eligibility Qualifications
- Must have and maintain a valid California Driver’s License along with a reliable vehicle. Restricted licenses are NOT acceptable for employment.
- Valid Passport
- Emergency Training- certificate from approved training facility completed within the past 12 months. Training must include CPR/ First Aid
- Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description may not cover or contain a comprehensive listing of all assigned activities, duties, or responsibilities, and may be amended at any time. Employees may be required to perform other job-related assignments as requested.
Americans with Disabilities Act (ADA) Statement
In compliance with the Americans with Disabilities Act (ADA), Clay Lacy Aviation provides reasonable accommodation when requested by qualified individuals with disabilities unless such accommodation would cause an undue hardship. We encourage both prospective and current employees to discuss potential accommodations with a representative of the Office of Human Resources.
Equal Employment Opportunity (EEO) Statements Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.