Ground Operations Logistics Senior Executive
Royal Jet
مجموع سنوات الخبرة :17 years, 11 أشهر
• Partnership Management: Managed and built strong relations with key and senior vendor stakeholders, which resulted in signing multi-national agreements in key stations, including UK, Dubai and USA.
• Vendor Management & Procurement: Managed all attributes of vendor management (Tenders, Service Level agreements, Global Agreements) from negotiating contractual agreements including pricing to setting up and maintaining performance management.
• Communication Management - Stakeholder engagement at all levels, particularly Finance, Section Heads of Products and Cabin Crew, Directors of Quality, Safety and Security, providing strategic recommendations and leadership within the wider organization.
• Business Improvement Initiatives - Skilled at turning around poorly performing divisions, resulting in a 20% increase in productivity and less than 1% complaints. Achieved through restructuring and creating roles with clear metrics / KPIs for performance measurements.
• Service Excellence and Relationship Management
- VIP Clients: Specialised in servicing top tier VIP clients, from royalty through to celebrities.
- Data Driven: Leverage information from a variety of internal and external resources to gain deeper insight of guests and develop opportunities to deliver outstanding, proactive service.
- Customer Retention & Recovery: One of few Cabin Managers to own the execution of customer recovery plans commissioned by Director of Operations and CEO.
- Customer Service Advocate: Managing Customer Complaints process from receiving to resolving the issues raised and ensuring corrective actions are in place in order to mitigate any possibility for another complaint.
• Flight and Crew Logistics Management: Managed all flight logistics from menu design, crew briefing service delivery on board and VIP liaison on board.
• Special Flight Execution: Covered challenging flights with complex logistical and situational requirements (e.g. United Nations and high profile tours).
• Portfolio management: Ability to understand a customer’s unique travel needs/desires through focused consultation to design personalised travel experiences that exceed their expectations.
• Customer Service and Relationship Management:
- Delivered exceptional customer services experience on every flight.
- Displayed and promote a positive attitude and empathy for others.
- Ensured recognition of regular/loyalty program guests and obtained valuable feedback.
• Leadership and Development:
- Ability to maintain resilience, composure and remain positive under pressure and changing circumstances.
- Led training of crew members and conducted quarterly appraisals.
- Strong cultural awareness and the ability to adapt to new environments and people.
- Liaised with management through internal system and provided feedback on each flight.
-Develop standard operating procedures manuals for front office
-Organizing the Administrative department filing systems
-Analyzing the multiple monthly reports reported by the other managements to be transferred into one simple report
-Payroll and petty cash
-Bank relations and correspondance
-Part of the reccruitment team and training
As a Team Leader I was in charge of setting up standard operating procedures for the department as well as monitoring the implemented procedures to fulfill the operation. Maintain a reporting system where by the development of staff is recorded and design training courses to develop the skills of junior staff.
-As a Guest Relations Supervisor set up a database for loyalty guest and companies where by a loyalty program was put in place to reward our guest. Deal with daily operation of arriving guest meeting and greeting. Dealing with complaints both written and verbal and finding a solution to satisfy both company and guest.
-Member of the pre-opening team
-Nominated for employee of the month
-As an Executive Lounge Receptionist/Guest Relations checking arrivals for the day and ensuring their personal requirements are being met through liaising with concerned department.
-Updating guest history profile as information is deemed possible
-Dealing with dignitaries from around the world and ensuring both their safety, confidentiality and needs are being met.
Currently enrolled part time to complete a Masters in Aviation Management at UNSW and will be completed in Jan 2018