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Organisational overhaul - Catering & Service [Senior management recruitment]

Organisational overhaul - Catering & Service [Senior management recruitment]

Old Feb 18, 20, 12:23 pm
  #1  
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Thumbs up Organisational overhaul - Catering & Service [Senior management recruitment]

It appears BA is in the process of doing a complete major overhaul for improvement for catering and service.

They are currently recruiting for a host of positions including.
  • Menu Development Executive
  • Inflight Hospitality Design Executive
  • Catering Operations & Performance Executive
  • Inflight Hospitality Design Manager
  • Catering Operations & Performance Manager
  • Catering System Pricing Analyst
  • Catering System Provisioning Executive
  • Inflight Service Standards Technical Writer
  • Executive Chef & Culinary Design Manager
  • Senior Performance Consultant

Reading through the job specs, they do seem to be very thorough and are not holding back. The one role that did stand out for me is the Inflight Hospitality Design Executive

As an Inflight Hospitality Design Executive you will be responsible for embedding a hospitality culture in line with the British Airways vision and principles. You will develop hospitality standards and be responsible for a portfolio which will include either premium cabins or non-premium cabins. This will incorporate the end-to-end experience, making it seamless through from ground to air, working in close co-operation with our Ground teams. You will also lead the Service Delivery team within our Inflight Customer Experience department to successfully launch change initiatives that deliver value and cabin propositions.

We are looking for someone who has:-

Extensive experience either in a 5 star hotel or high quality restaurant, having a solid in-depth knowledge of all F&B related areas and of market/industry trends
Experience in an airline in a leadership role and in-depth knowledge of the lifecycle of products
Excellent understanding of digital infrastructure/platform technologies and disruptive solutions, with a good knowledge of delivering data analytic outcomes to address challenges
Ability to analyse and interrogate data to support decision making
Ability to work across teams and influence internally to deliver change
Project /portfolio management skills
Good understanding of quality management and risk management principles and processes
Strong and passionate communicator
Positive and supportive approach to delivering change
A ‘customer focussed’ individual that puts the customer at the heart of everything they do
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Old Feb 18, 20, 1:06 pm
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That's a lot of posh job titles, let's hope some good things come out of it.
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Old Feb 18, 20, 1:11 pm
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I do hope they get somebody who knows how to do some bloody testing. The A350 cabins, the service flows in Club, the BoB proposition are all proof that not enough testing has been done. Test, test, test. Then trial, then test.
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Old Feb 18, 20, 1:17 pm
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BA will present plenty of opportunities for ... “Excellent understanding of digital infrastructure/platform technologies and disruptive solutions,

OK, it’s interesting, and thanks for posting all of that. So are all these roles failing currently? It seems like a major shakeup.
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Old Feb 18, 20, 1:18 pm
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One of the bigegst criticisms I hear from BA cabin crew friends is that they gat asked to implement service changes - and they are not averse to improving the customer experience - is that have simply not been tested in in-flight conditions so are just not practical on board.

Working at a gaxillion star hotel or restaurent is not the same as working on a plane and they should be recruiting someone who has practical experience of that.

Remember the TV programme when some celeb chef designed a new menu that of course worked n a large kitchen on the ground but basically failed in the air. Remmber the 'nasal douche'?
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Old Feb 18, 20, 1:18 pm
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Sounds like the person requirements will match the marketing hyperbole on the website! Let’s hope they are given the tools [and budget] to deliver
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Old Feb 18, 20, 1:18 pm
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“Catering System Pricing Analyst”
you can be sure this individual will have a sharper knife than a Michelin starred chef.
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Old Feb 18, 20, 2:23 pm
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I hope this is to replace the lady I’ve had the pleasure of meeting who was shocked to hear that SQ F pax have more than 50 dishes to choose from before flight and - highlight of the conversation - wanted to get my thoughts on ability of preordering the *lounge* meals.
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Old Feb 18, 20, 2:25 pm
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Originally Posted by wmaciej View Post
I hope this is to replace the lady I’ve had the pleasure of meeting who was shocked to hear that SQ F pax have more than 50 dishes to choose from before flight and - highlight of the conversation - wanted to get my thoughts on ability of preordering the *lounge* meals.
You’d think that they’d have a budget for mystery shopping on the opposition 😒
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Old Feb 18, 20, 3:24 pm
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Do these roles already exist or are they a complete new team?
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Old Feb 18, 20, 3:30 pm
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Originally Posted by Kgmm77 View Post
“Catering System Pricing Analyst”
you can be sure this individual will have a sharper knife than a Michelin starred chef.
The pen is mightier than the sword or on in this case the bottom line is mightier than the kitchen knife.

I can see the catering being switched out for “own brand” soon
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Old Feb 18, 20, 3:39 pm
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Originally Posted by Tiger_lily View Post
You’d think that they’d have a budget for mystery shopping on the opposition 😒
This came up ages ago on one of the US arline boards and the answer was they weren't allowed to travel on competitor airlines because it meant paying the competition money!

And paying outside people to do it meant the same so that was verboten especially when the competition was on the same route as yours

But do you really need 'mystery shoppers'?

Surely just looking at the stuff you put out and asking "would I be happy if my mother was a paying customer and got that?" is enough to make you buck your ideas up and improve.
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Old Feb 18, 20, 3:43 pm
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Originally Posted by Tiger_lily View Post
You’d think that they’d have a budget for mystery shopping on the opposition 😒
They used to back in the day
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Old Feb 18, 20, 4:27 pm
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Originally Posted by 13901 View Post
I do hope they get somebody who knows how to do some bloody testing. The A350 cabins, the service flows in Club, the BoB proposition are all proof that not enough testing has been done. Test, test, test. Then trial, then test.
could not agree more. If they ever did any trials recent CE horrors like the revolting egg salad, the greek yoghurt ‘starter’ (yoghurt with a lump of cold sundries tomato on top), or the present offering of a burnt cold lump of broccoli in a thin layer of mysterious red stuff would never have seen the light of day.

Same goes for the slow CW service which was clearly designed by someone who had never set foot in an aircraft galley.

However, I wonder if BA will pay the $$$s in salaries needed to get the right people?

Maybe with WW going, Cruz is now finally going to get to invest real money into the offer (not the fake and over recycled 6.5 billion trillion billion)????
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Old Feb 18, 20, 4:35 pm
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I'm slightly amused that they're using "executive" in job titles. It all seems rather DelBoy Trotter.

(apologies to any actual executives reading)
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