Jon Hilton Email & Phone Number

Walton-On-Thames, Gb

Crawley, England, United Kingdom

Crawley

• A key player in the delivery of the Virgin Atlantic flying programme. In this role I proactively coordinate the actions of all disciplines represented in the Operations Control Centre (OCC) to deliver a safe and compliant operation giving consideration to the best interests of the customer, our business and the Virgin brand.• Deliver improved operational focus, efficiencies and innovation through engagement with external authorities, internal customers, and contracted suppliers and our joint venture partners.• Drive operational focus and continuous improvement to achieve departmental and wider business objectives through data and insights.• Lead and mentor an operational shift team of approximately 30 subject matter experts across 7 disciplines. Promoting a positive culture, winning behaviours, and a collaborative way of working.• Ensure a co-ordinated proactive approach to managing disruption and service recovery. Implementing company emergency response procedures and liaising with senior leaders in crisis situations. Careful consideration given to brand expectations and reputation.• Maintaining an excellent cost awareness to ensure commercially viable solutions.• Leading response to any OCC related business continuity events such as evacuations or significant system failures.• Monitoring longer-term potential operational impacts and working with OCC teams and department heads to ensure adequate contingencies are in place.

• Responsible for building strong networks and relationships with Aer Lingus as our chosen wet lease supplier to engender accountability, trust and co-operation, and to execute the strategic plan to achieve the companies ambition for Little Red.• Brand ambassador for Virgin Atlantic ensuring that our product and service was consistent with long haul flights and our operation was seamless for connecting customers.• Data monitoring and interpretation in order to evaluate performance against Service Level Agreements (SLA) and facilitate formal and informal reviews. Early and effective issue resolution of any discrepancies with the SLA.• Delivery of both operational and service excellence, driving continuous improvement, whilst never compromising safety and security.• Driving revenue, sales, brand and customer loyalty. This was achieved by working with colleagues across Virgin Atlantic (sales, loyalty and operations), travel agencies, tourist boards and large organisations. Identifying and seizing commercial opportunities to deliver growth ambitions.• Developed the medium to long term strategy for the 'sub-brand', focused on fleet, routes, and ambition to bring in house.• Senior leadership stakeholder management, ensuring stakeholder requirement were understood, appropriate and effectively managed.• Business lead on projects and initiatives relating to the short haul operation.• Ensured regulatory compliance and oversight of the EU261 compensation process.

• Led a strong team of 230 Cabin crew and Onboard Managers (HR & performance), driving a customer centric attitude to help achieve Net Promoter Scores (NPS) scores.• Promoted and maintained positive working relationships with crew and union representatives.• Recruitment, retention, and promotion of cabin crew.• Coaching and developing, identifying development needs, and setting objectives for improvement.• Implementation and management of a successful crew exchange program with Virgin Australia.• Trained in crisis management in order to respond to events if necessary.• Close collaboration with HR and Staff / Business Travel to develop and implement new policies across the crew community.

Lead and managed a team of 10 strong Assistant Cabin Crew Manager.• Overall responsibility for 1200 Cabin Crew.• Management of third party suppliers (catering & cleaning company).• Negotiation of contract terms and service level agreements with third party suppliers.• Management of wet lease contract with Air Finland. • Promote a strong sales and service culture to maximise on-board sales.• Management of onboard service levels.• Responsible for health & safety of 80 office based staff.• Budgetary responsibility for the bases income and expenditure.• Promote a strong safety culture reflected by timely and accurate reporting.• Overall responsibility of crew logistics as base level including management of rostering team,• Devise and manage a yearly action plan as a result of annual staff survey.• Identifying, recommending and implementing improvements.• Management of all costs ensuring all costs are kept within budget.