Sonu Kumar Kaushal

Designed and implemented policies, procedures, training manuals, and performance evaluation criteria for onboard crew and leadership.

• Leading monthly calibration of base performance teams and cabin managers to ensure consistent assessment standards.

• Managing a team of performance check crew, overseeing report reviews, assessments, and quarterly performance discussions.

• Collaborating with the Training department to support the professional development of onboard leaders and cabin crew.

• Partnering with HR and base teams to manage crew probation periods and contract reviews.

• Conducting leadership development reviews and discussions three months post-training to track progress and identify growth areas.

• Managing IJPs for Cabin Executives, Managers, and SESF crew, conducting initial interviews based on performance records.

• Monitoring inflight observation and onboard assessment reports to align team performance with organizational goals.

• Delivering training sessions on onboard assessments for Performance Check Crew, Cabin Managers, and Cabin Executives.

• Developing procedures to enhance customer service operations, improving efficiency and service quality.

• Generating performance reports to track team progress and identify improvement opportunities.

• Analyzed customer feedback to drive service enhancements and ensure compliance with standards.

• Conducted inflight assessments of Onboard Leaders (Cabin Services Directors and Cabin Seniors) in Safety, Service Delivery, Standards, & Procedures, and Technical Skills.

• Enhanced inflight safety and customer experience by collaborating with stakeholders and aligning management with inflight services.

• Managed cabin crew performance through observation, documentation, and reviews to guide future performance discussions.

• Coached supervisors and cabin crew on job-specific competencies to foster continuous improvement.

• Motivated and engaged team members through support, guidance, and career counseling.

• Identified and addressed non-compliance issues in Cabin Safety, Service Delivery, and Standards and Procedures.

• Compiled and analyzed performance data to provide actionable insights for management review.

• Led a team of 25 crew members on the A380, overseeing flight duties and task delegation to meet customer expectations.

• Assessed cabin crew performance, providing coaching and developmental feedback based on in-flight observations.

• Conducted first/business class service training, focusing on service etiquette, communication skills, and F&B knowledge.

• Led by example to foster a motivated, engaged workforce, aligning efforts with company goals.

• Cabin Senior (November 2012 - June 2014):

Served as overall in-charge/Inflight Supervisor on single-aisle aircraft and Economy class in-charge on wide-bodied aircraft, reporting to the Cabin Services Director.

Jet Airways (May 2006 - Dec 2007):

• Attend to passengers' needs onboard, and provide them with accurate information using effective communication skills.
• Manage inflight situations by exercising prudent judgement in order to resolve safety, service and first aid related issues
• Cultural awareness, sensitivity and ability to work effectively in a diverse work environment.

• Managing a team of up to 30 professionals and executives as a team leader.
• Quality Audits for sales and service calls as Quality Analyst
• Training for newly introduced processes as Process Trainer
• USA Voice and Accent Training for new joiners for USA based processes as V&A Trainer.