Kent Allan Rees Email & Phone Number

Toronto, Ontario, Canada

18+ Years Airline/Aviation Operations and Customer Service Management. Published Author and Professional Speaker.

Toronto, Ontario, Canada

• Responsible for developing and managing daily operational plans for aircraft stands, hardstand bussing operations, and remote aircraft parking• Assign and manage Baggage Carousels and Laterals to scheduled and ad hoc flights, while ensuring that Baggage Information Display Systems are accurate• Assign and manage check-in counters to the various carriers; ensure Flight Information Display Systems are accurate• Respond to special requests from internal/external stakeholders and customers; ensure allocated facilities are used to maximum efficienc• Participate in Irregular Operational Plans, such as Departure Traffic Mgmt Initiatives• Monitor Terminal flow via CCTV cameras• Revise all plans as necessary, accommodating ever-changing carrier schedules• Ameliorate problem situations before they become unsafe or unmanageable• Liaise with tenants, operational agencies and GTAA departments regarding facilities allocation decisions and assist in emergency response when directed• Make key decisions on service level issues• Confirm airline schedules in advance to assist in resource planning

Toronto, Canada

Responsible for overseeing various departments and department personnel throughout the kitchen, including but not limited to Materials, Wares Wash, Equipment, Food and Transportation. This position is responsible for all safety compliance for all external areas serviced by Gate Gourmet to ensure the personal and physical safety of employees and customers.

Toronto, Canada

• Managed all communications relative to our specific team; liaised with Sr. Mgmt. and front-line to improve the understanding of corporate objectives by front line employees.• Communicated team initiatives to various levels of Mgmt. throughout company operations.• Led team in social communication, connecting various branches in one platform.

Toronto, Canada

• Significantly contributed to an overall increase in VIP satisfaction through the creation of a VIP tracking procedure and mandatory customer service touch points.• Promoted an under-utilized internal staff networking program for the purpose of improving relationships and troubleshooting issues; increased usage by approximately 35% and became the go to person for issues dealing with the product side of In-Flight Services.• Increased uniform-wearing compliance, thereby improving Brand consistency. • Improved Mystery Shopper program scores by collecting and tracking data to identify gaps, and to align program with organizational goal of receiving Skytrax 4 stars; assigned the organization of commendation and discipline activities for those with either strong performance or non-compliance.• Ensured communication of the ‘Brand Promise’ to front-line employees for consistent passenger service; held daily face to face briefings with crew.• Responded to emergency incidents involving customers, employees, or facilities/aircraft; reviewed workplace injuries, and promoted injury prevention.• Conducted yearly internal audit, ensuring all staff were aware of safety policies, reporting procedures, resources, escape routes, and roles in the event of an emergency.• Facilitated union relations for 100’s of employees, and led initial Right-To-Refuse investigations; applied internal conflict resolution practices as needed.

Toronto, Canada

• Best On Time Performer (OTP), improving the In-Flight-Services’ OTP by at least 22%; created training manual to train new employees in role, improving on productivity and contributing to overall internal customer service.• Created a first-time tool to track/trend flight delay information, contributing to a reduction in delays of 26 minutes per day.• Safely coordinated In-Flight services for 100’s of daily departures and arrivals.• Coordinated with GM of Operations, IFS management, and Emergency Response teams during emergencies and irregular operations.• Ensured both personnel and aircraft were fully prepared and accounted for during flight operations; and problem solved issues within the aircraft cabin – both on the ground and in the air.• Ensured Flight Attendants followed Air Canada’s standard operating procedures.• Wrote daily synopsis, reporting all day-of concerns, flights impacted, delays incurred, employees involved, trends, and recommendations.

Toronto, Canada

Sales Manpower Coordinator (2004 - 2005)• Effectively oversaw the entire sales deployment for Trans-Border Regional product with additional focus on the mainline operational priorities.• Scheduled, coordinated and monitored dozens of Sales Agents per shift, ensuring adherence to CAW union agreements, and liaising with management on performance issues and goals as needed.Ramp Manpower Coordinator (2004)• Effectively oversaw ground-crew (a.k.a ‘Ramp’) deployment (staff of 30) for company’s Trans-Border Regional product.Station Attendant (Feb 2004 – May 2004)• Responsible for the safe and timely loading and unloading of aircraft baggage; loaded and linked baggage loading containers (a.k.a. ‘cans’).