Supervisor - Inflight Services

Description

Why Inflight Services?

Our customers choose United because of our dedication to safety and passion for service. United's Inflight Services team is made up of diverse, driven individuals working together to Connect People and Unite the World. From operational leadership and crew planning to safety and service procedures, our Inflight Services team provides the innovative approaches, tools, training and guidance needed for our flight attendants to deliver the best possible customer experience, and aid in our mission to become the best airline in the history of aviation.

Job overview and responsibilities

The Supervisor Inflight Services comprises of engaging and supporting a diverse team of flight attendants, cultivating trust with our flight crew members, working closely with other operational teams to deliver best in class customer service while demonstrating our Core4 values.

• Inspire flight attendants to deliver a high-quality onboard experience to drive improvement in our Net
• Promoter Score (NPS); Recognize flight attendants for exemplary service, teamwork, and performance
• Assist flight attendants at the Concierge Desk and resolve issues in the moment as necessary
• Exercise United's core4 values to provide local support and care for flight attendants during any Inflight incident
• Oversee the performance of the flight attendant team in line with the flight attendant collective bargaining agreement
• Conduct investigations regarding performance, complaints, or other work-related issues
• Keep flight attendant team informed by sharing corporate initiatives, and changes in policy or procedures
• Showcase the delivery of new inflight products as determined by the Flight Experience team
• Ensure daily company goals, policy, and procedure compliance are met
• Coordinate with customer service and Station Operations Center (SOC) to ensure operational success
• Ensure safety goals are met and FAA regulatory requirements are consistently adhered to by the team
• Team oriented, with enthusiasm for people and delivering exceptional service
• Develop positive relationships with team members and other work groups to achieve our common goals
• Participate in planeside briefings and engage with flight attendants to ensure they have the tools and resources to perform their jobs effectively
• Share customer feedback and escalate issues that may interfere with the crew's ability to deliver the prescribed service

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience.
• 2+ years' experience in an operations or fast-paced business enviroment or successful completion of a company-sponsored training program
• Experience leading tems and delivering customer service
• Required to attend United's flight attendant training to earn FAA certification if not currently flight qualified
• DOT Safety Sensitive Position
• Able to work on site, weekends, and holidays
• Must possess exceptional planning and organizational skills, along with strong written and oral communication skills
• Positive attitude and ability to adapt to constantly changing work environment
• Demonstrated conflict resolution and decision-making capability
• Proven ability to work independently and in a team environment
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Inflight Service, travel industry, or hospitality leadership experience highly preferred
• Experience supervising a unionized workgroup
• Bachelor's degree