Ann Bowden

Key Overview:

Ensure a safe, comfortable, and enjoyable flight for passengers, while also delivering exceptional customer service by being kind, inclusive and taking ownership.

Emergency Procedures:

• Being trained in first aid, and assisting passengers during emergencies with calmness and quick action
• Keep up to date with all training and Safety notices

Safety and Security:

• Keep abreast of ever changing Safety/Service procedures through notices, safety training and adherence on flights
• Complete pre-flight security and equipment checks ahead of each flight
• Prepare pax for safe flight through safety demonstration and manual briefing and preparing the cabin for take off
• Check cabin regularly for safety
• Administer basic First Aid to pax if necessary and convey vital information to qualified teams. Handle emergency/first aid situations calmly for positive outcome
• Complete detailed reports regarding incident inflight promptly and accurately
• Use weather, route details and pax info to correctly prepare for trip

Welcoming and Checking:

• Meet & Greet pax at the entrance, check tickets and direct them to their seats
• Assist pax boarding, seat location & luggage stowage where necessary for their comfort and for smooth operations/on time departures
• Help pax with specific seating requests
• Handle specific needs of Children, Elderly and Disabled pax
• Distribute infant lifejacket/seatbelts/extension seatbelts to relevant pax
• Coordinate effectively with ground staff during boarding/disembarkations ensuring on time departures

Customer Service

• Keep up to date on new Service Schedules through notices and training
• Create a friendly inclusive atmosphere through friendly interactions with pax
• Create good relations with pax from diverse cultural backgrounds to promote and inclusive atmosphere on board.
• Respond quickly to pax queries/complaints, displaying excellent problem solving skills for customer satisfaction.
• Gather information for pax on flight timings & connections

In-flight Service:

• Participate actively in pre-flight briefings gaining awareness of relevant details about the flight ahead for better preparedness
• Contribute to high customer satisfaction through exceptional interpersonal skills and attention to detail during service delivery whilst ensuring comfort and safety of all pax.
• Manage and collaborate with other crew members with inflight services including Food/Beverage to efficiently and effectively deliver seamless service for maximum customer satisfaction.
• Distribute café orders efficiently upselling where possible, offering purchase of Blankets & Pillows for improved pax comfort
• Serve food and beverage based on pax location and ticket type
• Promotion and sale of DF goods
• Demonstrate adaptability of handling diverse task, from cleaning toilets, to premium services.
• Check cabin regularly for pax requirements and to maintain clean and tidy cabin.
• Remain calm under pressure while dealing with multiple responsibilities to ensure high quality service delivery
• Demonstrate professionalism when dealing with challenging or difficult pax to maintain a peaceful environment for all

Key Overview:

Provide a broad range of administrative, organizational, and sometimes personal support tasks to the CEO's

• Prepared reports and presentations for board meetings.
• Took minutes during meetings with accuracy and precision, facilitated follow-up actions efficiently
• Scheduled appointments and conference calls.
• Received requests for meetings and appointments, updated calendar and organized spaces and refreshments.
• Updated executive diaries with daily appointments, set reminders, and added key details.
• Ensured smooth business travel arrangements for senior management.
• Took ownership of all correspondence, and ensured timely replies.
• Managed Sales/Purchase invoice processing tasks accurately and efficiently. Dealing with £multi million transactions.
• Managed Payroll reports, Salary payments, HMRC reporting/payments
• Managed staff expenditure, matching information against receipts.
• Maintained confidentiality of documents, ensured secure handling of sensitive information.
• Facilitated training sessions for new hires.
• Handled purchasing for office supplies.
• Updated company database regularly to maintain accurate records.
• Set up digital filing system.
• Kept office spaces organised and supplies topped up
• Produced spreadsheets with complex calculation for more streamlined reporting.
• Handled basic clerical needs to help staff focus on more pressing matters

Key Overview:

Acting as a key link between the ground operations and the inflight cabin crew, ensuring a seamless and high-quality customer experience for TUI passengers.

• Welfare and Employee Relations: Managing aspects of crew welfare, including absence management, supporting crew back into the workplace, and addressing any employee relations issues. In conjunction with HR, facilitate Disciplinary Meetings to resolve crew issues, to include fact finding, reporting and decision making leading to no further action, verbal/written warning, retraining or dismissal.
• Training and Development: Responsible for embedding training initiatives, supporting the on-boarding of new crew, and mentoring existing crew members.
• Performance Management: Monitoring and improving crew performance, ensuring they meet the required standards of customer service and safety via Observational flights with Senior Cabin Crew.
• Operational Excellence: Liaise with Operations Management at base to maintain/improve the overall operational efficiency of the TUI cabin crew, ensuring that all aspects of the operation run smoothly and effectively. Provide operational support during disruptions or other emergencies.
• Change Management: Integral part of implementing changes within the cabin crew workforce during Merger with First Choice.
• Leadership and Communication: Strong leadership and effective communication skills, in order to motivate and lead a Senior Cabin Crew team to in turn motivate their team of Cabin Crew.
• Deliver Annual seminars to all crew on Company Strategies and performance and New Sales initiatives.
• Compliance and Safety: Ensure that all cabin crew members adhere to company policies, procedures, and relevant regulations, particularly regarding safety and security.
• Customer Service: Play a vital role in ensuring that TUI provides an excellent customer experience, both in the air and on the ground via regular Senior Cabin Crew meetings/appraisals/observation flights.
• Team Management: Manage the Senior Cabin Crew team to in turn manage the cabin crew team, including performance, development, reviews and regular job chats/appraisals.
• Service Standards: Ensure consistent and high-quality service standards across all aircraft and cabin crew relevant to customer profiles.
• Revenue Generation: Encourage Senior Cabin Crew to achieve revenue targets by motivating cabin crew to maximize sales of on-board goods and utilizing passenger profiles for upselling.
• Stock and Expenditure Management: Monitor and manage flight report stock levels, in order to quickly address any recurring issues/stock levels, ensuring stock available to achieve target expenditure per passenger per flight.
• Compliance and Safety: Maintain a high standard of safety and compliance with company policies, in-flight customer service procedures, and relevant legislation.
• Disruption Management: Initiate, coordinate, and deliver operational oversight and recovery strategies in times of disruption.
• Supplier Management: Manage relationships with third-party suppliers to ensure compliance with TUI policies and processes.
• Auditing and Compliance: Assist auditing to ensure adherence to airline standard operating procedures, security, and CAA requirements.

Key Overview:

Responsible for overseeing the cabin, ensuring passenger and crew safety. Providing a positive customer and crew experience. Initiating strong team work amongst crew. Playing a crucial role in managing cabin crew, delivering sales targets, and handling onboard issues.

Safety and Security:

• Emergency preparedness: Being prepared for various emergency situations, including medical, emergency and security incidents.
• Maintaining a secure cabin environment.
• Ensuring the safety of all passengers and crew members.

Customer Service and Experience:

• Providing a high standard of service and creating a positive passenger experience.
• Handling passenger issues and complaints professionally and effectively.
• Building relationships with passengers and other crew members.

Sales and Revenue:

• Meeting and exceeding sales targets
• Identifying opportunities to upsell and promote onboard products and services to maximize onboard sales and revenue.

Crew Management and Coordination:

• Providing leadership and support to the cabin crew team.
• Communicating effectively with flight crew, ground staff, and other relevant parties.
• Monitoring and managing the performance of cabin crew members.

Other Responsibilities:

• Adhering to airline policies and procedures
• Maintaining a clean and well-stocked cabin
• Handling onboard financial transactions

Duties as mentioned with current role at Norse Atlantic Airways.

Took a 2 year career break from Tui to follow my dream of flying Longhaul for British Airways.

Role a described currently with Norse Atlantic

Claim Processing:

• Receiving and verifying claims: Checking if claim forms are complete and accurate, and ensuring they meet the required standards.
• Record-keeping: Ensure claim data filed accurately, maintaining accurate records of claims, including correspondence and supporting documentation.
• Reviewing claims: Assessing the validity of claims based on pre-defined criteria and regulations.
• Calculating benefit payments: Determining the amount of sickness benefit payable based on the claimant's circumstances and eligibility.
• Processing payments: Authorizing and initiating benefit payments to eligible claimants.

Customer Service:

• Answering queries: Providing information and assistance to claimants regarding their claims and benefits.
• Dealing with correspondence: Handling written inquiries and correspondence from claimants, other agencies, and employers.
• Escalating complex issues: Referring complex queries or issues to more senior staff or relevant departments.
• Collecting and delivering documentation :Collecting and delivering patient or other documentation when required.