Cabin Supervisor
Emirates Airlines
Total years of experience :22 years, 3 Months
-Fully responsible for owning cabin by managing resources (time, product and people) and maintaining standards (safety, security and service) to ensure customer needs are met in specific cabin of accountability;
-Ensure highest standards of safety and security are met, in line with corporate requirements, local civil aviation, government legislation and international standards;
-Keep timely, clear and open communication with Purser and Flight Deck and maintain throughout the flight;
-Ensure that customers are consistently provided with highest quality of customer service through inspired management of crew members;
-Ensure customer complaints in respective cabins are fully investigated, managed effectively, documented and appropriate service recovery is applied where applicable;
-Ensure all High Valued Customers are personally welcomed and acknowledged in their specific cabin;
-Implemented employee incentive programs to promote top performance;
-Be a role model to Cabin Crew through motivational and inspirational leadership and through ensuring standards are consistently delivered;
-Provide guidance, direction and feedback to team members on their on-board performance to ensure standards are consistently met (customer, safety, security, team);
-Ensure Flight Reviews are completed to capture Cabin Crew performance and discussed with individual Cabin Crew member on-board;
-Responsible for conducting timely and motivational briefing sessions prior to flights in accordance with pre- flight briefing guidelines and ensuring required Image and uniform checks and document checks are completed for all crew;
-Complete timely, factual and accurate incident reports and provide relevant feedback to other relevant departments to assist with continuous improvement;
-Act as brand and customer ambassador by demonstrating positive and professional image whilst representing company;
-Implemented employee incentive programs to promote top performance;
-Coordinated daily workflow through task prioritization and concise scheduling;
-Attended Supervision Management Training Courses;
-Responsible to conduct pre-flight briefing, assign cabin crew positions for the flight;
-Developed team communications and information for team meetings;
-Responsible for safety of customers and exceptional service, making sure all SOPs are adhered to;
-Perform medical aid, in medical emergencies;
-Resolved conflicts and negotiated mutually beneficial agreements between parties;Led crew team in delivery of excellent service, following all safety, security, service standards;
-Attended workshops and training courses in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures;
-Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations;
-Answered passengers' questions and provided solutions to issues arising during flights;
-Acted as liaison between agency management and Omniyat management in order to resolve any issues;
-Established strong relationship with managers of each particular agency;
-Updated agents with Marketing material and any point of sale material which will encourage them to sell our products;
-Was always updated on real estate market, recruited agents to collaborate with;
-Created unified messaging of public relations efforts in conjunction with advertising campaigns by working closely with marketing peers;
-Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition and industry trends;
-Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications;
-Ensured needs of Emirates passengers were met in caring, courteous and efficient manner, provided passengers with high quality service;
-Assisted passengers, whose baggage is mishandled/lost, issued reports, traced and made sure to restore missing baggage to rightful owner as soon as possible to achieve customer satisfaction;
-Monitored baggage delivery performance against agreed standards;
-Checked messages from outstations;
-Monitored unclaimed baggage and ensure that details were promptly updated in World Tracer System;
-Dispatched baggage that was left behind or received for transfer adhering to security procedures;
-Handled telephone calls at Emirates Baggage Services Call Centre, dealt with passengers professionally and assisted them by providing correct and timely information;
-Carried out final tracing of baggage claims;
-Processed settlements on lost luggage;
-Monitored Emirates outstations, issued discrepancies when Emirates procedures were not carried out, by informing station managers of their shortfalls;
-Prepared customer invoices, accepted payments and processed refund and cancellation requests;
Air Freight :
-Responsible for all Air Freight import shipments;
-Handled all rate requests from overseas agents and other company staff;
-Documentation, filing and data entry of freight import clearing jobs;
-Updated clients on shipment status, invoicing customers;
-Customer service for air freight clients;
Administrative:
-Took care of paperwork for visa issuance/cancellation;
-Took care of miscellaneous purchases for the company offices (stationery, uniforms for labourers, arranging car and accommodation renting for staff and company customers, etc.);
-Arranged airport pick up / drop off, hotel and tour bookings for the company customers and the company staff;
-Responsible for keeping track of staff leave, processing their vacation paper work;
-Took care of insurance & registration procedures for company vehicles;
-Other administrative duties;
-Provided interpreting/translating services for United States Air Force, Operation Enduring Freedom at Peter J. Ganci Air Force Base, Manas International Airport, Bishkek, Kyrgyzstan;
- Interacted and coordinated ararrangement agreements between US military and host nation personnel, local contractors, business representatives, Kyrgyz Republic Immigrations, Government representatives and other official local interests;
- While assigned to the Air Terminal Operation Center during January 2002-October 2004 assisted in successfully processing through Kyrgyz Immigration and moving of over 25, 000 personnel in support of Operation Enduring Freedom;
-Coordinated trips downtown Bishkek and to Kyrgyz orphanages for groups of 12-14 military personnel;
- October 2004 was promoted to work with sensitive assignment: ESFS - Expeditionary Security Forces Squadron;
- Conferred with subject matter experts and other colleagues to establish precise understanding of specialised concepts and translate appropriately;
- Attended meetings to provide accurate consecutive translations of conversations between members of US Air Force and Kyrgyz border control authorities, Immigration staff and etc.;