Senior Inflight Operations & Hospitality Quality Coordinator - Emirates Airline - Dubai, UAE
(2015-01 - 2024-12)
- Led Service Excellence: Managed overall cabin service quality, premium hospitality delivery, and customer experience standards on the international widebody fleet (A380 and B777).
- Conducted Operational Training Briefings: Delivered mandatory pre-flight briefings to train and evaluate multicultural crew cohorts on hospitality targets, service updates, and premium customer care.
- Managed Performance & KPIs: Monitored onboard crew service delivery, reviewed staff performance, metrics and provided high-impact, on-the-job behavioral coaching.
- Resolved Complex Service Crises: passenger complaints and resolve team conflicts with 5-star diplomatic standards.
- Supervised Luxury Cabins: Directed premium and economy cabin service teams across a diverse fleet portfolio (A330, A340, A380, B777), ensuring perfect brand presentation.
- Mentored New Hires: Formally mentored and trained junior crew members on live flights, drastically shortening their standard training-to-line operational transition timelines.
- Collaborated Across Departments: Partnered with catering logistics, airport ground staff, and flight deck team to ensure seamless hospitality setups and punctual departures
Inflight Team Lead & Cabin Crew Professional - Emirates Airline - Dubai, UAE
(2004-01 - 2015-12)
- Supervised Luxury Cabins: Directed premium and economy cabin service teams across a diverse fleet portfolio (A330, A340, A380, B777), ensuring perfect brand presentation.
- Mentored New Hires: Formally mentored and trained junior crew members on live flights, drastically shortening their standard training-to-line operational transition timelines.
- Collaborated Across Departments: Partnered with catering logistics, airport ground staff, and flight deck team to ensure seamless hospitality setups and punctual departures
Administrative Officer (Operations & Logistics) - Dr Malavu Medical Center - Nairobi, Kenya
(1999-01 - 2004-12)
- Coordinated Daily Operations: Managed facility administrative registries, team compliance paperwork, and tracking logistics.
