Cairns, Queensland, Australia
Aviation Leader | Recruitment & Training Specialist | People & Performance Focus Flight Attendant Manager at QantasLink with 30+ years’ experience in aviation leadership, national recruitment, and assessment centre facilitation. Proven track record in building high-performing teams, enhancing safety and service standards, and delivering exceptional passenger experiences across Australia, the UK, and the Middle East. Currently leading a large regional crew base, I combine operational expertise with a passion for talent selection, training, and mentoring. My career includes 28 years with Emirates Airline in senior cabin management and training specialist roles, developing global service and leadership programs, and navigating complex operational environments. I am driven by a commitment to safety, regulatory compliance, and fostering a culture where people thrive and customers feel valued.
Flight Attendant Manager based in Cairns. Responsible for the leadership of a team of Cabin Crew to achieve QantasLink's business goals and objectives. Reviewing and driving team performance to achieve business plan objectives by managing all aspects of Cabin Crew including performance, development, engagement, attendance, long term ill/injured and disciplinary issues. Responsible for delivering the strategic and operational objectives of the business through the optimisation of safety, on time performance, employee performance as well as regulatory requirements. Responsible to drive an employee performance culture by developing a high performing team and an engaged workforce. Leading, encouraging and facilitating open communication with employees on all relevant matters. Supporting individual and team performance against relevant performance criteria and supporting individual capability development.
Assistant manager running a large liquor store. Wine tastings, promotional activities, ordering, stock take, performance management of a team of ten staff. Forklift licence (Licence to Perform High Risk Work). Working in the FMCG industry. Approved Manager (Unrestricted), RSA qualified.
Performance managed trainees through monitoring, coaching and continuous assessment. Managed a team of trainers through supervision, coaching and guidance. Conducted Interim as well as Final Performance Reviews for trainers. Run the selection centre and interviewed the candidates. Organised the Induction Training Program for new employees. Conducted Training & Development programs and On Job Training for new trainers. Designed and delivered On-line training modules using Zoom, Teams and Webex.
The Peer Support Team leader role was offered to me based on my 20 plus years as an active volunteer and reputation within the peer community. The programme requires its members to volunteer and assist when activated in the event of traumatic incidents and events. My role as a team leader is to follow up with the activated members and support individuals who require further intervention an psychological first aid. The Peer Support team meet regularly to review shared purpose, collective identity and peer support values During Covid pandemic I was personally involved in running and supporting colleagues on the Employee Assistance Helpline. I was activated to personally support staff during the redundancy process (one on one interventions and career guidance).
Joined Emirates Airline when Dubai was an unknown entity and the company had less than 400 cabin crew. Pioneering and innovation were skills needed by all the team as we helped to build the prestige and reputation of what is now one of the world's leading brands. Promoted to Senior Inflight Performance Manager in May 1997 (one of the youngest on record). Manage the in-flight customer experience for customer profiles from over 84 countries with a cabin crew team (17 to 30 in number) from over 200 nationalities on every flight and the operational efficiency/service of a USD$300 million aircraft (B777 & A380-800). Identify and manage critical issues, complaints and concerns using strong problem solving, communication and conflict resolution skills. Annual training and reassessment for First Response (First Aid). Proficiency using Tempus, defibrillator and other medical equipment.