Holly Kemp

Experienced operational leader with nine years at British Airways, including four years as an Inflight Lead. Proven experience leading teams in fast-paced, safety-critical environments, maintaining high operational and service standards and managing challenging or unexpected situations with confidence. Strong background in customer experience, safety and compliance, team leadership, problem solving and stakeholder communication, alongside earlier project management experience at Atos.

Comfortable taking ownership, making decisions under pressure and working collaboratively across teams to deliver safe, efficient and positive outcomes.

Inflight Lead at British Airways (2022-01 – Present)

Promoted to Inflight Lead after five years as Cabin Crew, taking responsibility for leading short-haul cabin crew teams and ensuring safe, compliant and efficient delivery while maintaining a high standard of customer experience.

• Lead cabin crew teams during short-haul operations, setting expectations, allocating responsibilities and coordinating delivery throughout the working day.
• Conduct pre-flight safety briefings and liaise with flight crew to ensure relevant operational, safety and customer information is communicated effectively.
• Maintain detailed working knowledge of Standard Operating Procedures across four aircraft types and fourteen variants, applying the correct procedures for each operation.
• Make decisions during changing or time-critical operational situations while balancing safety, compliance, customer experience and operational requirements.
• Support crew members with guidance and problem solving, helping maintain confidence, professionalism and consistent standards.
• Manage complex customer concerns and service recovery, using judgement and communication to find appropriate resolutions.
• Respond to medical events, disruptive passenger situations and other onboard incidents in accordance with company procedures.
• Work collaboratively with flight crew and ground-based operational colleagues to share information and support effective decision making.
• Complete required safety and operational reporting accurately following incidents, events or irregular operations.
• Support the Inflight Manager during long-haul operations and take over relevant responsibilities during periods of rest.

Cabin Crew at British Airways (2017-01 – 2022-01)

Project Management Apprentice at Atos (2014-09 – 2017-02)

Supported project and programme management activities, including work on the Metropolitan Police account, with responsibility for project administration, deliverables, reporting and process management.

• Supported the oversight and delivery of project deliverables under the direction of the Programme Manager.
• Took ownership of the Deliverable Verification process, helping ensure agreed deliverables were completed within required timescales.
• Worked with internal stakeholders and third-party suppliers through regular progress and update meetings.
• Tracked project issues and supported activity to drive timely resolution.
• Supported project administration including resource allocation, task planning, progress reporting and risk management.
• Ensured project activity and administration followed agreed project management processes and standards.
• Verified invoices and payments associated with project deliverables.
• Managed a live SharePoint staff list, maintaining accurate records for security clearance, reporting managers and onboarding/offboarding status.

Bartender at HQ Sports Bar (2015-05 – 2017-01)

Developed strong face-to-face customer service and communication skills in a busy hospitality environment, including food and drink service, stock management and till support.

Central Reservations Agent at Whitbread (2014-04 – 2014-09)

Managed Premier Inn bookings, amendments and cancellations for individual and business customers while delivering service in line with company policies.

A Levels / AS Level in Law, English Literature & Language, Business Studies Finance – Queensbury Upper School (2014-01 – 2014-01)

GCSEs / BTEC in English Language, English Literature, Maths, Biology, Chemistry, Physics, Religious Studies, Physical Education, Textiles, BTEC Level 2 ICT and Public Services – Queensbury Upper School (2012-01 – 2012-01)