- Travel
- meeting people
- keeping fit
- animals
Jo Heritage
Northwich,Cheshire
Summary
Currently working as Senior Air Crew for British Airways with extensive experience and knowledge within the aviation industry. Adept at delivering exceptional customer service and ensuring passenger safety. Proven track record in facilitating first-class passenger inquiries and addressing individual needs with attentiveness. Skilled in crisis management and team collaboration. Consistently receiving positive feedback for outstanding customer service. Experienced in airport ground operations coordinating seamless transitions for VIPs and high-profile passengers, ensuring a smooth journey from check-in to aircraft. Holds a first aid certification and full UK driving licence, with strong computer proficiency and time management skills. Committed to maintaining the highest standards of passenger care and safety while pursuing continued excellence in the aviation industry.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Air Crew
British Airways
Heathrow Airport, Middlesex
03.2000 - Current
- Assisted passengers with inquiries and responded to individual needs promptly.
- Demonstrated safety features onboard to maintain compliance and enhance security.
- Worked alongside ground crew to ensure accurate delivery of passenger information prior to take-off.
- Received positive feedback for outstanding service provided.
- Delivered exceptional customer service, responding promptly to passenger inquiries and requests during flights.
- Remained calm in highly stressful situations, maintaining order and following emergency procedures.
- Attended to customer enquiries and concerns, providing swift resolution.
- Participated in recurrent training sessions to stay updated on safety protocols and customer service techniques.
- Administered first aid and medical assistance to passengers in need, maintaining calm and professionalism in emergencies.
- Facilitated smooth boarding and disembarkation processes, assisting passengers with special needs.
- Enhanced passenger experience by offering personalised travel tips and destination insights.
- Prepared meals and beverages to serve during planned travel routes.
Concorde & First Class Passenger Representative
British Airways
Heathrow Airport
02.1998 - 03.2000
- Assisted VIPs, celebrities, and high-profile passengers during airport transfers.
- Coordinated team efforts for smooth private journeys from check-in to aircraft.
- Introduced secure check-in processes in specialised private areas within the terminal.
- Guided high-profile passengers to exclusive lounges for a seamless experience.
- Resolved queries and concerns with efficiency and professionalism.
- Supported passengers in first class and Concorde lounges with their requirements.
- Facilitated onward travel arrangements for seamless transitions from various destinations.
- Trained new representatives, sharing knowledge and best practices for better team performance.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Managed customer enquiries and provided detailed flight, airport, and lounge information.
- Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
Education
Diploma of Higher Education - Travel and Tourism
British Airways Ticketing Centre
Newcastle upon Tyne, NET1997
Higher National Diploma - Travel and Tourism
Southport College of HE
Southport1989
A-Levels - A Levels
Tuson Colllege
Preston1989
GCSEs - GCSE
Cross Hall School
Ormskirk1988
Skills
- Customer service and support
- Passenger safety
- Crisis management
- Traffic coordination
- Self-motivated
- First aid certification
- Team collaboration
- Computer proficiency
- Time management skills
- Punctuality
Certification
- Hold food hygiene license.
- first aider.
- Air Fares ticketing qualification.
Interests
Accomplishments
- Created and developed new products onboard.
- Recognised by management for excellent customer service resulting in bonus and accredditations.[Result].
Additional Information
* Previous Knowledge of ground operations at an Airport in a role similar to this position.
* Friendly and approachable.
* Flexible and adaptable to sudden changes that occur within aviation.
*Team player with individual working initiative.
Timeline
Senior Air Crew
British Airways
03.2000 - Current
Concorde & First Class Passenger Representative
British Airways
02.1998 - 03.2000
Diploma of Higher Education - Travel and Tourism
British Airways Ticketing Centre
Higher National Diploma - Travel and Tourism
Southport College of HE
A-Levels - A Levels
Tuson Colllege
GCSEs - GCSE
Cross Hall School