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United Airlines Staff Representative - United Voices Catering in Gurgaon, India

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Customer Strategy & Innovation

One of United’s newest departments, Customer Strategy & Innovation, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation and more.

Job overview and responsibilities

The Staff Representative on the United Voices team will be the liaison between United flight attendants and various leaders within the United Operations team. The work is primarily with kitchen managers and planning teams in United Catering Ops to investigate the root causes of catering issues experienced by flight attendants and actively communicate these causes and resolutions back to flight attendants. Must also work with various other teams to help assign and resolve other non-catering issues as well. Must be creative, driven and detail-oriented individuals who are able to communicate with both frontline and corporate employees. Should develop and foster relationships with leaders across the organization

  • Provide responses to flight attendants, including any action items taken and resolve reports in Service Now portal

  • Investigate root causes of catering issues which have been identified by flight attendants on recent flights

  • Assign non-catering reports to the appropriate teams for resolution

  • Create reports in Quality First catering system when the issues involve caterer execution errors

  • Identify and analyze common themes and trends that appear in reports

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.


  • High School Diploma

  • 0-2 years work experience

  • Proficiency in Microsoft tools (Outlook, Word, Excel)

  • Clear, friendly written and oral communication

  • Must be fluent in English (written and spoken)

  • Ability to work with others both in person and over the phone

  • Must be legally authorized to work in India for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • BA/BS Degree

  • Previous catering or food & beverage experience

  • Previous knowledge of airline operations

  • Experience performing root cause analysis

  • Experience identifying major trends in large datasets

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 81 Customer Strategy & Innovation

Function: Professional Opportunities

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled