Angela Pearson Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Leading the Services Team - approximately 40 team members, in delivering exceptional customer experiences across Concierge, Valet, Westfield Direct and the Westfield Sydney Suite. Delivering process improvement, customer experience facilitation, team coaching and development and budget accountability.

Sydney, Australia

• Key responsibilities:
• Analyse, report, and drive key actions for guest experience improvements across all venues
• Lead guest-focused projects and initiatives working closely with senior management to influence the culture of service excellence amongst the leaders and their teams
• Maintain reporting for senior leaders, identifying guest experience strategy and key actions to drive success across the hospitality department
• Development of KPIs and SLA standards to promote the highest levels of the guest experience for The Star Sydney ‘s most premium guests
• Oversee the creation of standard operating procedures and documents across the Food and Beverage department

Sydney, Australia

• Responsibilities
• Proactively led a team of 55 including Star Development Managers (SDMs) and Cabin Crew (all grades) managing their day to day performance including adherence to all corporate and departmental policies, procedures and.
• Actively Identified and analysed trends in Crew performance including Absenteeism and Performance Management and creating actions for improvement
• Delivered regular performance reviews with online Managers to optimise effectiveness and drive continuous improvement
• Led the Communications stream for the Cabin Crew Engagement Project, supporting delivery of key messaging to frontline staff with an aim to increase Cabin Crew engagement and participation
• Coaching and developing team members to achieve improved outcomes of performance and compliance

Qld

• Manage a team of operational and product specialists and co-ordinators.
• Implement Customer and Product strategies across both Lounge and VIP Lounge products.
• Led project delivery.
• Identify continuous improvement to deliver exceptional customer service and product through regular observations, sight visits and consultation with frontline teams and key stakeholders.
• Manage Virgin Australia’s Lounge policies and processes and ensure consistency across 12 domestic Lounge locations and 5 VIP Lounge locations. This includes Customers, Safety, Financial, Contract and Vendor Management.
• Liaise with key stakeholders and oversee contract operational requirements for Limousine, Valet, International Lounges, Food and Beverage, Work groups within the Lounge environment, Third party Lounge entry, and Linen.

Qld, Australia

• Ensure consistency of processes to Lounges across the network, through communication, training and onsite observations.
• Identify opportunities for continuous improvement.
• Manage relationships with stakeholders and vendors.
• Analyse service results and present recommendations to Manager Lounges.
• Work with Facilities and Property team to ensure all maintenance issues were addressed, taking into consideration safety, cost, and product consistency.
• Work closely with Food and Beverage contractors in all Lounges to ensure offering is delivered to the required standard, and all KPIs are met by the contractors in line with the commercial contract.

Qld, Australia

• Projects included: Airline rebrand and Television Commercial Launch; Cabin Crew Restructure and Engagement reporting projects; a frontline audit project, logistics project. Responsibilities
• Ensure strong communications and engagement with stakeholders and Project delivery team
• Follow Virgin Australia Corporate Project Management methodologies including documentation, leading Working Groups and Steering Committee meetings with Senior Leadership team
• Deliver status reports to Group Executive and Strategic Initiative Office
• Budget tracking of CAPEX and OPEX spend for each project
• Communicate updates to senior leadership team

Qld, Australia

• Direct reports- up to 120 Cabin Crew and SupervisorsResponsibilities
• People Management: manage key departmental KRAs, ensure the company’s values and business strategies are communicated and crew remain engaged. Implement and administer Virgin Blue policies and procedures, including.
• Ensure on-board flight quality by positively engaging, developing and managing Cabin Crew both in flight and on the ground
• Manage Portfolio and Project work – including HSE (Health Safety Environment) committee, facilitation of Cabin Supervisor Leadership Program, facilitation of component of In-flight Support Crew training with training.

Qld, Australia

Leading a team of Cabin Crew and Cabin Supervisors. Providing coaching and development, performing on line checks for safety, compliance and service delivery.Role modelling highest standards of Safety, Customer Service and all Virgin Blue Policies and Procedures.

Qld, Australia

Responsible for up to 4 Cabin Crew and all on board customer's safety on the flight. Responsible for maintaining the highest safety and customer service standards. Providing leadership, coaching and development to your team. Role modelling all desirable behaviours. Taking ownership for all operational decisions on board, maintaining Safety, On Time.

Graduate Certificate, Business

Chifley Business School

Certificate 4, Frontline Business Management

Diploma Of Arts (Creative), Theatre/Theater

Activities and Societies: Sub Major- Public Relations

Secondary School

Graduate Certificate, Business