Shape the Future of Service Excellence with Air Niugini!
Are you a passionate aviation or hospitality professional who believes that great service transforms a journey from ordinary to unforgettable? Air Niugini is on an exciting journey—elevating our customer experience from a 3-Star to a 4-Star Skytrax rating—and we're looking for a dynamic Service Training Lead for our Cabin Crew team to help us get there. Based in Port Moresby, this is your opportunity to shape the future of inflight service across Papua New Guinea's national airline.
If you have a talent for inspiring others, a sharp eye for quality, and a genuine desire to build a lasting culture of excellence, we want to hear from you.
What You'll Do: More Than Training—Transformation?
This role sits at the heart of our Customer Experience Transformation Program. You won't just deliver training; you'll design it, refine it, and ensure it translates into real, visible improvements in service delivery. Your work will directly influence how our cabin crew and frontline teams engage with passengers, creating consistently world-class experiences that set Air Niugini apart.
Your Key Responsibilities Will Include
Shaping Training & Setting the Standard:
- Design and deliver engaging training programs that go beyond procedures to build genuine service mindset, soft skills, and hospitality behaviors.
- Lead cabin and galley skills training, grooming standards, and inflight procedures.
- Support and develop our Pursers and Cabin Managers as they grow into service leaders.
- Transform standard operating procedures into clear, actionable, and memorable training modules—whether in the classroom, digitally, or through quick reference guides.
- Work closely with our Product & Standards team to ensure every new product or service rollout is backed by solid crew training.
Monitoring Service Quality:
- Conduct internal service quality audits across cabin and ground operations, using international best practices to benchmark performance.
- Observe inflight and ground interactions, offering real-time coaching when you see opportunities for improvement.
- Deliver clear, structured audit reports that highlight strengths, identify gaps, and recommend actionable next steps.
- Track progress against service excellence benchmarks and ensure consistency through refresher and targeted retraining where needed.
Leading Service Trials & Product Testing:
- Coordinate crew participation in onboard trials for new menus, tableware, amenities, or uniforms.
- Capture frontline feedback and translate it into insights that refine products before they go live.
- Partner with Catering, Cabin Operations, and Airports to ensure every trial is practical and operationally sound.
Driving Continuous Improvement & Engagement:
- Serve as a visible ambassador for service excellence across the organization, modeling the professionalism we expect from our teams.
- Create regular feedback loops that connect insights from audits, training, and product development.
- Collaborate across departments—Catering, Cabin Ops, Airports, Marketing—to ensure a seamless, aligned approach to service.
- Act as a trusted coach and mentor to cabin crew at every stage of their career, helping close performance gaps and build confidence.
What Success Looks Like?
- High-quality training programs that resonate with frontline teams.
- Up-to-date, accurate learning content that reflects current standards and SOPs.
- Regular audit reports that drive measurable service improvements.
- Successful product trials with documented insights and crew buy-in.
- A clear, measurable uplift in cabin crew service performance and audit readiness.
What You Bring to the Team?
Qualifications & Experience:
- A diploma or degree in Training & Development, Hospitality Management, or a related field (or equivalent hands-on experience).
- At least 3–5 years of experience in cabin crew training, service quality, or frontline hospitality leadership.
- Proven experience designing and delivering training—whether in a classroom setting, digitally, or a blend of both.
- Exposure to service quality auditing or compliance monitoring is highly desirable.
- Strong facilitation, coaching, and mentoring skills—you know how to bring out the best in others.
Skills & Competencies:
- Confident presentation and communication abilities; you command a room and connect with learners at all levels.
- Solid skills in curriculum design, content development, and creating engaging learning materials.
- A genuine customer-first mindset with a deep passion for service excellence.
- Analytical thinking—you can evaluate performance data, identify trends, and turn insights into action.
- Proficiency in MS Office; familiarity with learning management systems or eLearning tools is a plus.
- Collaborative, adaptable, and ready to help shape cultural change across a growing airline.
Join Us in Shaping the Future!
If you're ready to play a pivotal role in elevating Papua New Guinea's national carrier to new heights, we'd love to welcome you to the team.
