Manager Crew Training Hospitality

Job Purpose

About the role:

Reporting to the Divisional Vice President of Cabin Crew Training, the Manager Crew Training Hospitality will drive and deliver hospitality business improvements by designing, executing, and managing strategic and tactical initiatives across the Cabin Crew Training and broader Emirates Group. This role is integral in shaping and refining the Emirates Hospitality Strategy, ensuring the successful integration of business objectives, and maintaining Emirates’ leadership position in hospitality excellence, customer engagement, and innovation.

• Strategic Leadership & Execution of the Centre of Hospitality: Lead the development and execution of the Centre of Hospitality strategy, aligning with Emirates Group's business and brand objectives. Shape the direction of hospitality initiatives by embedding core philosophies and processes, leveraging insights to align with business priorities, and driving performance improvement.
  
  
  
• Governance and Stewardship of the Emirates Book of Hospitality: Oversee the implementation of the Emirates Book of Hospitality, ensuring its principles are applied across all customer-facing functions. Collaborate with customer experience leaders and cross-functional teams to uphold hospitality standards, recommending enhancements based on customer needs and aligning to market trends.
  
• Data-Driven Performance Management & KPIs: Lead the design, implementation, monitoring of KPIs and metrics to evaluate the effectiveness of hospitality initiatives. Reinforces data-driven decision-making by utilizing insights and customer feedback to drive continuous improvement.
  
• Cross-Functional Collaboration & Communication: Lead cross-functional collaboration across business units to redesign hospitality processes, aligning them with strategic goals. Drive efficient adoption of redesigned practices, integrating hospitality innovations into operations, and advising key stakeholders. Present strategic plans to the Emirates Executive Group, maintaining transparency and alignment, and building strong relationships with senior executives to secure support for these initiatives.
  
• Innovation Leadership & Strategic Planning: Foster strategic partnerships with stakeholders, industry leaders, and experts to drive innovation and reinforce Emirates' leadership in hospitality excellence. Evaluate emerging trends and global best practices to enhance the Centre of Hospitality and ensure customer engagement. Lead innovation efforts through workshops, ideation sessions, managing innovation channels and promoting a culture of creativity. Oversee the refinement of Emirates Hospitality Strategy to align with market trends and organizational goals.
  
• Team Leadership, Mentorship & Culture Building: Lead and inspire a high-performing team to deliver world-class hospitality strategies. Provide mentorship, coaching, and development opportunities to foster excellence, innovation, and continuous learning. Promotes a strong team culture aligned with Emirates' core values, ensuring motivation and alignment with organizational goals.

Qualification

• Completed Degree or Honors (12+3 equivalent), preferably in Business, Hospitality, or any other relevant field of study.
• 10+ years of experience in In-flight services / In-flight administration, business administration, or project management experience in a service industry or a global leading airline.
• Leading and managing teams and inspiring confidence.
• Ability to facilitate change and transformation initiatives.
• Ability to build trusted relationships with executives.
• Excellent attention to detail.
• Ability to effectively translate business needs and strategic direction into value-creating solutions.
High level impactful customer service skills.

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At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So, if you are looking for a challenging and rewarding opportunity, apply today and join the Cabin Crew Training team!

Salary & benefits