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17 days ago
Swiss International Airlines
Location: Zürich
Job type: Permanent
Sector: Flight Crew
Category: Senior Manager Jobs
Position description

Catering in air travel has a long history – with still a very glamorous side, but especially during the last 20 years also with a highly commoditized and strongly cost-focused side. Many passengers today do not expect a lot from airline catering, while at the same time food & beverage service can serve as an excellent “brand channel” and drive customer satisfaction. This is a huge playground for innovation.

We are a highly motivated product management team, designing the worldwide food & beverage experience of about 100 million passengers each year for SWISS, Lufthansa and Austrian Airlines. Over the last year, we have developed a master plan how to design an innovative and truly customer centric F&B service experience, increase relevance and choice, while making full usage of the exciting new opportunities of digitalization in this business: Our project team “Catering Transformation” is looking for a strong Hospitality and F&B Professional to join us.

Your Duties

You will redesign and modernize the onboard service experience on long haul flights (Intercontinental) for the future needs of about 20 Mio Premium Airlines’ guests, based on our overall “New Premium Strategy”.

You will implement a holistic F&B service experience with the aim to enhance choice & relevance of the F&B offering to increase customer value along journey, improve customer satisfaction, as well as brand loyalty in the long term. You will be the role model for the validation and establishment of hospitality management in our line organization.

Your management responsibilities are:

* Understand relevant “personas” or customer segments, based on customer insights and work with customer data in order to develop and decide on relevant concepts (“data driven product management”)
* Design and integrate customer centric Hospitality and F&B experience elements into the holistic customer journey for intercontinental passengers, fostering individual choice and increasing relevance of the offering before, during and after the flight
* Design and implement an operating model to validate, test and implement new hospitality elements together with crews and suppliers in order to iterate the concept in a pilot surrounding and ensure a sustainable go live within the Premium Airlines
* Facilitate collaboration with brand management, experience design, offer design, distribution and sales and establish the hospitality management role
* Integrate digital service design elements in the F&B concept in close cooperation with the digital experts of the project team “Catering Transformation
* Ensure the concept is responding to the commercial assumptions of the Catering Transformation Project (Business Case)
* Contribute to the development and design of a training and change management program for the implementation of the new hospitality experience for long haul flights
* Contribute to establish the role of “Hospitality Management” in the existing and future airline organization


* University degree or equivalent and minimum 5 years’ work experience in e.g. Aviation, Hospitality/Hotel industry
* Experienced in designing and implementing customer centric Hospitality and (F&B) product concepts
* Passion for F&B, strong hospitality-service mindset and customer oriented solutions
* Inspiring, integrative change agent with an excellent ability to successfully communicate cross-hierarchy and to influence and motivate others while staying positive
* Experienced in classic & agile project management within large organizations
* Ability to establish and maintain trust, as well as manage internal and external stakeholders (e.g. customers, colleagues, supplier)
* Fast learner, dynamic and proactive “can-do” spirit
* Resilient, flexible to adapt rapidly to changing environment and ability to work under pressure
* Ability to work remotely and independently, while promoting team work and team spirit
* Ability to challenge established practices, innovate and deliver creative solutions
* Strong oral and written communication skills
* Strong interpersonal skills and sensitivity to cross-cultural protocols
* Willingness to travel (mainly between LH Group Hubs Zurich, Frankfurt, Munich and Vienna)
* German and English (fluent spoken and written), other European languages would be considered as an asset

* Experience in using Business Intelligence tools or digital solutions for hospitality industry would be considered as an asset
* Experience at communicating externally using various communication channels would be considered as an asset

Type of contract:
Cadre, limited to 30 months

Level of employment:

The position reports to the Project Manager “Catering Transformation - Customer & Crew”

Zurich Kloten, with flexibility to travel up to 40% (e.g. Germany, Austria, as well as globally)

Starting date:
Upon agreement

Application deadline:
March 19th, 2018

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