Inflight Procedures Controller

Role Overview

Inflight Procedures Controller at Etihad Airways, based in Abu Dhabi, UAE. This role shapes how the Etihad guest experience is conceived, tested and brought to life onboard, translating service concepts into procedures that work seamlessly across the network.

Company Overview

Etihad Airways is the UAE's national airline, operating from its hub in Abu Dhabi and connecting people across continents and cultures. The organization is executing a "Journey 2030" ambition to double its fleet, expand its network and grow its people for a new era of excellence.

Role Purpose

Design and operationalize inflight service experiences by translating service concepts into efficient, guest-focused procedures. Champion process improvements in service documentation and standards while ensuring consistency, accessibility and relevance across the network.

Key Responsibilities

Service Procedure Development

• Translate service development projects into operationally feasible and efficient service procedures that deliver the intended guest experience.
• Continuously refine existing procedures to optimize performance.
• Support the prototyping and validation of new product and service concepts through testing and customer feedback.
• Convert validation outcomes into clear and practical standards.

Documentation & Standards

• Develop and maintain service manuals and supporting reference materials, ensuring accuracy and consistency across all channels.
• Curate and maintain a comprehensive product and service library, including visual and multimedia content that supports new product and service introductions.
• Champion process improvement across the documentation lifecycle and the adoption of new digital and visual formats for service information.
• Ensure content remains engaging, accessible and relevant to its audience.

Hospitality Strategy & Insight

• Conduct trend analysis and benchmarking to inform the development of hospitality standards and service propositions.
• Keep Etihad ahead of the curve in service excellence.
• Working knowledge of data analytics, with the ability to translate data into actionable insight.

Communications

• Craft clear, compelling product and service communications that enable confident service delivery.

Operations & Implementation

• Support new route launches, activations and new aircraft entry into service, from pre-launch preparation through post-implementation review.
• Conduct onboard audits and design surveys to validate standards compliance.
• Analyze findings to identify opportunities to improve guest experience.

Qualifications & Experience

• Degree in Hospitality Management, Communications, Business or a related field.
• Minimum four years' cabin crew experience in a supervisory capacity.
• Must maintain a flying license.
• Experience in document control, administration, and writing standards (desired).
• PMI/PMP certification or project management experience (highly desirable).

Skills & Competencies

• Superior written and verbal English communication skills.
• Customer-obsessed mindset and genuine passion for hospitality excellence.
• Detail-oriented, logical thinker with a structured approach to problem-solving.
• Working knowledge of data analytics, with the ability to translate data into actionable insight.