Head of Cabin Crew Performance
Etihad Airways
Total des années d'expérience :19 years, 8 Mois
Accountable for cabin crew performance, customer service delivery, operations and administration in an award winning, premium service airline. Responsible for creating a robust, process driven cabin crew organisation in a maturing and multicultural environment.
• Leading a team of managers to ensure on board service and crew performance is inspired, consistent and complements the innovative hard products
• Ensuring safety standards are met
• Recruiting, managing developing and motivating crew in a challenging, multi cultural environment
• Representing In Flight Services in the airline’s strategic planning team ensuring cross departmental alignment of business plans and delivery of Key Performance Indicators
• Working with the airline’s alliance partners to ensure complementary service styles
• Closely involved in the development of world leading services and products, managing effective implementation plans and ensuring crew delivery on board
• Liaising and working closely with partners both to ensure efficient and consistent management of crew resources
• Leading significant change projects as well as the implementation and embedding of processes across In-flight services
• Ensuring legal, responsible and ethical practices and compliance with authorities and governing bodies.
Accountable for the delivery of excellent customer service as well as the short and long haul Cabin Crew operation at LGW.
• Accountable for leading and delivering large scale change in a complex unionised environment to deliver significant savings in crew costs
• Delivering record customer service levels in a challenging and changing environment at LGW
• Implementing product and service changes in line with the company strategy in conjunction with service partners
• Managing the performance of over 2000 cabin crew through a team of Cabin Crew Managers
• Delivering financial efficiencies through simplification and process change
• Leading a team through the day-to-day management of diverse people, scheduling, industrial agreement and policy application issues
• Successfully negotiating and implementing significant change to the Gatwick cabin crew arrangements and LGW business model with the trade unions
• Working closely with other departments in BA to make a major contribution to the overall running of British Airways business, with accountability for Cabin Services at Gatwick.
Accountable for the delivery of excellent customer service as well as the short and long haul Cabin Crew operation at LGW. • Accountable for leading and delivering large scale change in a complex unionised environment to deliver significant savings in crew costs • Delivering record customer service levels in a challenging and changing environment at LGW • Implementing product and service changes in line with the company strategy in conjunction with service partners • Managing the performance of over 2000 cabin crew through a team of Cabin Crew Managers • Delivering financial efficiencies through simplification and process change • Leading a team through the day-to-day management of diverse people, scheduling, industrial agreement and policy application issues • Successfully negotiating and implementing significant change to the Gatwick cabin crew arrangements and LGW business model with the trade unions • Working closely with other departments in BA to make a major contribution to the overall running of British Airways business, with accountability for Cabin Services at Gatwick.
Accountable for the delivery of excellent customer service as well as the short and long haul Cabin Crew operation at LGW. • Accountable for leading and delivering large scale change in a complex unionised environment to deliver significant savings in crew costs • Delivering record customer service levels in a challenging and changing environment at LGW • Implementing product and service changes in line with the company strategy in conjunction with service partners • Managing the performance of over 2000 cabin crew through a team of Cabin Crew Managers • Delivering financial efficiencies through simplification and process change • Leading a team through the day-to-day management of diverse people, scheduling, industrial agreement and policy application issues • Successfully negotiating and implementing significant change to the Gatwick cabin crew arrangements and LGW business model with the trade unions • Working closely with other departments in BA to make a major contribution to the overall running of British Airways business, with accountability for Cabin Services at Gatwick.