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.

• 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.

• 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).

• 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.

• 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.

• Minimum 2 years of experience in commercial or customer services positions
• Experience in catering companies is mandatory
• A previous experience on Airlines customer services is appreciated
• English and French fluent; knowledge of Dutch (Flemish) is a strong asset; additional languages are an asset.
• Customer focus, empathy, negotiation skills, constancy, work under pressure, results oriented
• Client satisfaction will be your priority
• Attention to detail
• Focussed on compliance at all time
• Resilient to stressful situations
• Well organized, rigorous and methodical yet flexible to adapt to local constraints
• Commercial awareness
• Hands on personality
• Excellent computers skills (Office Suite)

ABOUT NEWREST :

Specialist in out-of-home catering in 70 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 60,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.

https://www.newrest.eu/