Claire Thorndale Email and Phone Number

This key leadership position successfully highlights my operational management abilities. I promote and drive exceptional performance levels and maximum efficiency throughout multiple departments and through effective employee coaching and mentoring. I ensure best practice is critical and continually identify innovative approaches for enhancing the guest experience whilst maintaining high levels of employee engagement.

In this key leadership role I drove and maximised performance through success in my ability to manage and motivate an onboard team of up to 22 crew and a team of 10 employees on the ground, delivering extensive support through training and coaching as well as being a role model in ensuring exemplary customer service was paramount. I ensured poor performance was promptly recognised and overcome which resulted in a number of colleagues gaining recognition as high performers. This senior level position seamlessly highlighted my expertise in line managing multi-cultural, multi-disciplinary and diverse employee teams where I used my vast knowledge of HR policies and practices as well as my inspirational leadership approach to steer and deliver high performance. My achievements during this time were realised through my talent in delivering leadership from both an operational and strategic perspective. Successes I delivered in the role included the identification and nurturing of talented employees including supporting apprenticeship programmes where I demonstrated my passion for nurturing and mentoring junior level individuals and overseeing of assessment days to secure the best possible talent. My communication skills were paramount within this position and fully highlighted during engagement with all employees and customers as well as during attendance at performance meetings and presentations. I ensured my skills and experience continually evolved through the ongoing completion of training and thrived following selection as a crew member to deliver the new Airbus A380 into the British Airways fleet.

My ability to lead and inspire whilst managing any issues together with challenges was fully highlighted in this critical position. I maintained full management control for the aircraft with a particular focus on safety and service during periods of Cabin Manager absence. I gained selection as the in charge crew member on multiple flights where I successfully led and oversaw the onboard flight crew whilst maintaining exceptional service levels to all passengers. My ability to coach, mentor and inspire enabled a significant increase in employee’s personal development together with maximising their knowledge across customer service and safety.

This critical position of responsibility involved demonstrating my ability to maximise the customer service offering and passenger experience throughout economy and Business Class Cabins. I kept abreast of all airline regulations and legislation and ensured compliance was delivered at all times.

Expertise and knowledge in Premium Service to ensure consistent delivery of outstanding Customer Service.Developed strong leadership skills in a management capacity of a team of cabin crew on-board.

In my roles working in Business Travel, I managed my own portfolio of Business accounts, maintaining good and effective working relationships with clients. I focused on expanding clients bases and developed accounts to reach their full potential and profitability.

Managed 10 corporate accounts and developed them to meet their full potential with high impact on their profitability. My role often required me to manually construct speciality fares for agents whilst meeting and exceeding targets. I learnt how to be creative when generating leads and used effective sales approaches to turn prospects into satisfied customers.

Flight reservations consultant and administrator, ticketing for KLM Royal Dutch Airlines and Northwest Airlines. Due to my performance, I was promoted to Allocations Coordinator for Group flight bookings where I utilised my skills to negotiate expansive allocations of flights direct from the airlines, this was then published into Travel Agents brochures 11 month's in advance and ready for these to go on sale.

Reservations consultant reporting to the MD and booking coach tour holidays to the over 55s, also achieving Employee of the year in 1998.Involved in taking minutes for the MD and utilising information to help in weekly team briefing's. Responsible for arranging team educational's for staff to visit hotels that we had investment in and owned and initiated development and coaching opportunities.