Newrest Catering Ltd
Main Purpose of the Role:
Ensure customer satisfaction for airline clients by coordinating, monitoring and optimizing airline catering services, from order intake to post-flight follow-up, in strict compliance with quality standards, food safety regulations and aviation operational constraints.
Customer Relationship Management
Act as the main point of contact for airline customers (scheduled flights, charter, VIP).
Act as the interface between airline customers and internal teams.
Provide centralized and fluid external and internal operational communication between the unit and clients.
Understand customer needs and provide personalized follow-up.
Provide excellent relationships with stakeholders to retain customers and create a unique operational and commercial partnership.
Handle requests, complaints and emergency situations with responsiveness and professionalism.
Monitor and control crew comments and feedback, ensuring an appropriate response within 24 hours.
Participate in customer meetings and performance reviews.
Operational Coordination
Receive, verify and confirm catering orders (meals, beverages, cabin equipment).
Ensure all operational information (flight schedules, manuals, menu changes, special instructions, etc.) is clearly communicated, understood, completed and applied by all key stakeholders within the unit.
Coordinate with production, logistics, quality control and airside transport teams.
Intensively control compliance with agreed services during preparation and delivery (flight checks, chef tables, special services).
Ensure compliance with delivery times, quantities and customer specifications.
Manage last-minute changes (aircraft change, schedule adjustments, passenger numbers).
Quality, Safety and Compliance
Ensure compliance with HACCP, ISO standards and airline-specific requirements.
Monitor the conformity of delivered services.
Ensure proper execution and follow-up of corrective actions.
Participate in internal and customer audits.
Report non-conformities and track corrective actions.
Ensure the airline quality dashboard is properly maintained and updated.
Administrative Follow-up and Reporting
Update order management and billing systems.
Ensure accurate billing: verify that all items are charged correctly and at the agreed prices.
Monitor performance indicators (OTIF, complaints, customer satisfaction).
Prepare reports and dashboards.
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Customer Relationship Management
Act as the main point of contact for airline customers (scheduled flights, charter, VIP).
Act as the interface between airline customers and internal teams.
Provide centralized and fluid external and internal operational communication between the unit and clients.
Understand customer needs and provide personalized follow-up.
Provide excellent relationships with stakeholders to retain customers and create a unique operational and commercial partnership.
Handle requests, complaints and emergency situations with responsiveness and professionalism.
Monitor and control crew comments and feedback, ensuring an appropriate response within 24 hours.
Participate in customer meetings and performance reviews.
Operational Coordination
Receive, verify and confirm catering orders (meals, beverages, cabin equipment).
Ensure all operational information (flight schedules, manuals, menu changes, special instructions, etc.) is clearly communicated, understood, completed and applied by all key stakeholders within the unit.
Coordinate with production, logistics, quality control and airside transport teams.
Intensively control compliance with agreed services during preparation and delivery (flight checks, chef tables, special services).
Ensure compliance with delivery times, quantities and customer specifications.
Manage last-minute changes (aircraft change, schedule adjustments, passenger numbers).
Quality, Safety and Compliance
Ensure compliance with HACCP, ISO standards and airline-specific requirements.
Monitor the conformity of delivered services.
Ensure proper execution and follow-up of corrective actions.
Participate in internal and customer audits.
Report non-conformities and track corrective actions.
Ensure the airline quality dashboard is properly maintained and updated.
Administrative Follow-up and Reporting
Update order management and billing systems.
Ensure accurate billing: verify that all items are charged correctly and at the agreed prices.
Monitor performance indicators (OTIF, complaints, customer satisfaction).
Prepare reports and dashboards.
#J-18808-Ljbffr