Lilly-May Watkins
Farnborough,Hampshire
Summary
In my role as a Client Support Liaison within private aviation, I support high-net-worth clients by managing enquiries, coordinating bespoke travel requests, and ensuring seamless communication between clients, flight crews, and internal departments. I am committed to delivering a personalised, discreet, and high-touch aviation experience. I bring extensive international customer service experience, including time as an Overseas Representative, where I delivered exceptional service in high-end hospitality environments such as TUI’s 5-star hotels. Previously, I served as Cabin Crew with British Airways, where I excelled in premium cabin service and consistently performed under high-pressure, safety-critical conditions. In this role, I was responsible for creating a luxurious and personalised travel experience, ensuring every guest received the highest standard of care, comfort, and attention throughout their journey. By combining professionalism, attention to detail, and excellent communication skills, I helped maintain the airline’s premium service standards. My goal is to continue developing within the aviation industry, combining a dedication to service excellence, attention to detail, and a passion for hospitality to deliver exceptional experiences that leave a lasting impression on every guest.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Client Support Liaison
Tag Aviation
Farnborough , Hampshire
2025.12 - Current
- Resolved high-value client enquiries and operational issues through clear, discreet communication and structured, solution-focused service delivery, ensuring seamless outcomes and complete client satisfaction.
- Maintained accurate and detailed client records while ensuring all operational updates and service requirements were communicated effectively across teams, supporting smooth coordination and a consistently seamless client experience.
- Consistently met strict operational schedules through meticulous planning, coordination, and time-sensitive execution within a dynamic, high-expectation environment.
- Enhanced client engagement and satisfaction by delivering a highly personalised, proactive service approach, anticipating needs and maintaining exceptional attention to detail.
- Maintained a safe, compliant, and secure working environment by consistently applying aviation regulations, company procedures, and industry best practices with precision and professionalism.
Overseas Representative
TUI
Paphos , Cyprus
2024.04 - 2025.09
- Built confidence working within premium hospitality environments where attention to detail, presentation, and service excellence were essential.
- Developed strong communication and cultural awareness skills when supporting an international clientele with varied expectations and requirements..
- Progressed into premium 5-star Sensatori Hotels, TUI's flagship luxury properties, supporting elevated service standards for high-value and discerning guests.
- Developed strong, end-to-end luxury customer service expertise across multiple guest touchpoints, including airport transfers, guest arrivals, and extended resort stays.
- Strengthened ability to anticipate guest needs and provide proactive, tailored support to enhance comfort, satisfaction, and overall holiday experience.
Sales Officer
British Car Auctions
Blackwater
2023.12 - 2024.03
- Utilised strong interpersonal skills to engage effectively with both new and returning customers, providing clear information and processing payments for sales and associated fees.
- Organised and managed documentation for drivers both on-site and off-site, ensuring accuracy and efficiency in all administrative processes.
- Conducted thorough security and compliance checks on all documentation, ensuring correct legal paperwork was completed and issued for each designated vehicle, enabling smooth and secure transactions.
Main Cabin Crew
British Airways
Heathrow, London
2018.07 - 2023.12
- Managed multiple responsibilities in a fast-paced, safety-critical environment while maintaining a calm and professional demeanour.
- Maintained compliance with all aviation safety and security procedures.
- Built strong customer relationships through exceptional service and attention to detail.
- Delivered an exceptional, world-class service experience to First and Business Class passengers, consistently ensuring a seamless, personalised, and highly attentive journey.
- Consistently received positive passenger feedback for professionalism and service excellence.
- Responded effectively to in-flight challenges and customer concerns, demonstrating professionalism and sound judgement under pressure.
Front of House Waiter
The Harwood Arms
Fulham, London
2021.10 - 2022.06
- Thoughtfully prepared the dining room each day with elegant table settings, candles, and folded napkins to create a welcoming, refined atmosphere for guests.
- Maintained exceptional hygiene and cleanliness standards in line with Michelin-star restaurant expectations and strict food safety regulations.
- Provided a professional and welcoming greeting to guests, accurately taking food and beverage orders while offering considered wine pairing recommendations to enhance a personalised dining experience.
- Managed daily bar opening and closing routines, restocked beverages, and kept the space clean, inviting, and welcoming for both staff and guests.
- Worked closely with kitchen and service teams to ensure smooth communication and timely service, always keeping the guest experience at the heart of everything.
Senior Receptionist
Priory Group
Hook
2017.01 - 2018.10
- Checked in new and regular visitors using their own system of creating badges for visitors, staff, and agency.
- Coordinated booking for conference and meeting rooms, including organising catering, and room set-ups.
- Issued all required safety equipment in accordance with company procedures, ensuring all individuals were properly equipped and compliant with health and safety regulations.
Travel Agent and Foreign Exchange
Thomas Cook
Camberley
2014.02 - 2015.10
- Maintained effective communication with multiple in-house tour operators while ensuring prompt and efficient telephone response.
- Booking and adding passenger information required for segments of the holiday, including visas and airline tickets.
- Additionally, managed financial transactions through the cash exchange service, demonstrating versatility in customer-facing operations and financial handling responsibilities.
Education
Hastie Recruitment
VIP Flight Attendant Training
StandstedNCFE Cabin Crew Level 2 - Travel And Tourism
Guildford College
GuildfordLevel 2 & 3 Diploma - Travel and Tourism
Guildford College
GuildfordGCSE or Equivalent - English, Food Technology, Travel and Tourism, Grades B-D
Frogmore Community College
YateleySkills
- Exceptional Communication Skills
- Positive attitude
- Active Listening
- Working Effectively Under Pressure
- Catering coordination
- Problem Solving & Decision Making
- Relationship building
Certification
- SEP and Fire Drill Safety, British Airways
- Aircraft Licences, Airbus A380/320/321, Boeing 777/787-9/10, SkyPeople
- NCFE Business Administration
- Certificate of Food Safety, Society of Food Hygiene & Technology
References
Available on request.
Timeline
Client Support Liaison
Tag Aviation
2025.12 - Current
Overseas Representative
TUI
2024.04 - 2025.09
Sales Officer
British Car Auctions
2023.12 - 2024.03
Front of House Waiter
The Harwood Arms
2021.10 - 2022.06
Main Cabin Crew
British Airways
2018.07 - 2023.12
Senior Receptionist
Priory Group
2017.01 - 2018.10
Travel Agent and Foreign Exchange
Thomas Cook
2014.02 - 2015.10
Level 2 & 3 Diploma - Travel and Tourism
Guildford College
GCSE or Equivalent - English, Food Technology, Travel and Tourism, Grades B-D
Frogmore Community College
Hastie Recruitment
VIP Flight Attendant Training
NCFE Cabin Crew Level 2 - Travel And Tourism
Guildford College