Inflight Procedures Controller

About the role

The Inflight Procedures Controller shapes the Etihad guest experience by turning service concepts into practical, network‑wide procedures. You will design, test, and refine documentation that guides cabin crews to deliver memorable service.

Key responsibilities

• Translate service development projects into operationally feasible procedures that deliver the intended guest experience.
• Develop and maintain service manuals and reference materials, ensuring accuracy and consistency.
• Champion process improvement across the documentation lifecycle and adopt new digital and visual formats.
• Conduct trend analysis and benchmarking to inform hospitality standards.
• Support prototyping and validation of new product and service concepts through testing and feedback.
• Curate a comprehensive product and service library, including visual and multimedia content.
• Craft clear communications that enable confident service delivery.
• Conduct onboard audits, design surveys, and analyze findings to validate standards compliance.

Required profile

• Degree in Hospitality Management, Communications, Business or a related field.
• Minimum four years cabin crew experience in a supervisory capacity, with a valid flying licence.
• Experience in document control, administration, and writing standards (desired).
• PMI/PMP certification or strong project‑management experience.
• Superior written and verbal English communication skills.

Required skills

• PMI/PMP certification
• Project management
• Data analytics