Service Training Lead - Cabin Crew
Air NiuginiDescription
Position Title: Service Training Lead – Cabin Crew
Reports To: Manager Service Standards & Training
Department: Customer Experience
Division: Commercial
Location: Port Moresby HQ
Role Purpose
The Service Training Lead – Cabin Crew supports Air Niugini’s transformation from a 3-Star to a 4-Star Skytrax airline by developing and delivering high-impact training, conducting service quality audits, informing product and service design, and embedding a culture of service excellence across all frontline teams.
This role ensures that training, on-going coaching, quality assurance and continuous monitoring are fully integrated, enabling Air Niugini’s cabin crew and frontline staff to consistently deliver a world-class customer experience.
Key Responsibilities
- Training & Standards Alignment
- Design and deliver training programs covering:
- Service mindset, soft skills, and hospitality behaviours.
- Cabin & galley skills training, and inflight procedures.
- Grooming and professional standards.
- Support leadership development for Pursers and Cabin Managers
- Translate SOPs and service standards into clear, actionable training modules.
- Develop learning content (classroom, digital, quick reference guides, microlearning).
- Collaborate with Product & Standards team on product and service rollouts
- Ensure GLPs, manuals, and service procedures are accurately reflected in training
- Service Quality Monitoring
- Conduct internal service quality audits of cabin and ground service delivery, using international best practice methods.
- Monitor inflight and ground performance; intervene with real-time coaching when required.
- Produce structured audit reports, highlighting strengths, gaps, and corrective actions.
- Track progress against defined service excellence benchmarks.
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Ensure continuity of standards through refresher training and targeted re-training where gaps are observed
- Service Trials & Product Testing
- Lead crew participation in onboard product/service trials (menus, tableware, amenities, uniforms).
- Capture frontline feedback to refine products before roll-out.
- Partner with Catering, Cabin Ops, and Airports to ensure trials align with operational realities
- Continuous Improvement & Engagement
- Act as a frontline ambassador for Air Niugini’s Customer Experience Transformation Program.
- Provide regular feedback loops between audits, training, and product development.
- Collaborate cross-functionally with Catering, Cabin Ops, Airports, and Marketing.
- Support organizational change by role-modelling service excellence and professionalism.
- Act as a service coach to cabin crew at all stages of their career, ensuring consistency and closing performance gaps.
Key Deliverables
- Delivery of high-quality training programs across frontline teams.
- Accurate, engaging, and up-to-date learning content aligned with SOPs.
- Regular service quality audit reports with actionable recommendations.
- Successful execution of service trials with documented insights.
- Demonstrated uplift in cabin crew service performance, consistency and audit readiness.
Qualifications
- Diploma/Degree in Training & Development, Hospitality Management, or related field (or equivalent experience).
- Minimum 3–5 years in cabin crew training, service quality, or frontline hospitality leadership.
- Experience designing and delivering training (classroom and/or digital).
- Exposure to service quality auditing or compliance monitoring desirable.
- Strong facilitation, coaching, and mentoring ability
Skills & Competencies
- Strong presentation and communication skills.
- Curriculum and content design & development (training modules, lesson plans, eLearning, quick reference guides)
- Customer-centric mindset with passion for service excellence.
- Analytical skills for auditing and performance reporting.
- Proficiency in MS Office; familiarity with LMS/eLearning tools an advantage.
- Collaborative, adaptable, and able to influence cultural change.