Emma Clark Email & Phone Number

Doha, Qatar

A unique boutique consultancy providing independent and specialist advice on key aspects of service excellence within the luxury hospitality industry.Our specialism lies in the interplay between recruitment, training and service that contributes to the overall delivery and service excellence that clients require.

London, United Kingdom

Over nine years spent heading up Cabin Services for VistaJet, the fastest growing private aviation operator globally in managing all aspects of crew recruitment, training and development and well as day to day operations.* Direct executive responsibility for all Cabin recruitment, training and management on a global basis* Successfully developed VistaJet's Cabin Services department and strategy over a 10 year period * Achieved exponential growth from initially 35 cabin crew to over 200+ worldwide* Complete management of crew operations across Europe, USA, India, China & HK, Africa and Russia* Launched VistaJet’s Training Academy and Cabin Service Training Program* Implementation & execution of new services / structure within the Vista Global network and new AOC's* Creation, delivery & development of an end to end international recruitment strategy and process* Led the product development and service enhancement on board to improve the customer experience * Global PR and event support at key industry expo's including EBACE, ABACE and NBAA* Full responsibility for the performance management system for the Cabin Service team

London, England, United Kingdom

Promoted to Head of Cabin Training & Development role directly by CEO to focus on improving the consistency of service delivery across the VistaJet crew.* Created, implemented and managed the full VistaJet training program from concept to delivery* Developed and implemented all training documentation, competencies and manuals across all crew* Managed complete training of all ground trainers to ensure consistency of the training delivery* Full management of the training team to ensure quality levels were achieved across all crew* Completed all assessment paperwork and delivering direct feedback* Management and development of appraisal system for all crew* Supported recruitment process by interviewing and selecting new cabin host/esses* Assisted with the generation and ongoing enhancement of the VistaJet service procedures* Crew management in dealing with monthly rostering of cabin host/esses and coverage* Solving and resolving general day to day issues related to service or unforeseen issues

Nice Area, France

Initial position at working within private aviation as hired by VistaJet to work onboard the range of Bombardier aircraft as single operating cabin hostess and trainer on board the aircraft for a 17 day rotation.* Responsible for the service, safety and medical support for all customers.* Trained new cabin host/esses on the aircraft to ensure service consistency across the fleet.* Assessment and delivery of feedback to every cabin host/ess to ensure developmental objectives met* Assisted and represented the Company at PR and Global events such as EBACE, ABACE and NBAA

London, England, United Kingdom

First employment position within commercial aviation joining as Cabin Hostess promoted through all ranks of the cabin to ultimately finish in most senior role as Flight Service Manager responsible for the service delivery onboard the aircraft.* Responsible for entire flight operation in liaising with turnaround coordinators, ground staff and crew* Delivered and directed all services within Upper Class, Premium Economy and Economy cabins* Management of multiple serious and life threatening medical situations * Resolution of customer complaints and issues onboard before escalation * Performance management and development of cabin crew including verbal and written feedback* Part of the Promotional and Events team participating at major launch and promotional occasions

Education record

Education record