Luke Urso Email & Phone Number

Melbourne, Vic, Au

Brisbane, Queensland, Australia

As a Crew Culture Team Leader, I have the responsibility and privilege of leading a team of approximately 160 Guest Services Agents dedicated to delivering exceptional guest experiences and maintaining operational efficiency.I oversee crew performance, support the development of our team members, and ensure their work aligns with our vision and values. Additionally, I prioritise their wellbeing and address emerging personnel matters with a responsive and solution-driven approach.

Australia

As a Guest Services Coordinator, I leverage specialised knowledge to lead various operational areas, ensuring an exceptional guest experience. In this role, we support the operation in achieving performance goals and perform both core and technical functions within the guest services environment, collaborating closely with peers to maximise operational efficiency.Key responsibilities include:- Implementing and maintaining effective planning and resource allocation;- Coordinating a team of Guest Services Agents to deliver Virgin Australia’s Service;- Supporting the Operational and People leaders by providing training, development, role modeling, monitoring, and on-the-job coaching to team members;- Evaluating cost implications in day-to-day operational decisions;- Representing the airline in airport-related activities and committees, and maintaining good rapport with Airport Authorities, Customs and Immigration officials, and other agencies;- Leading change initiatives and ensuring continuous improvement;- Managing and handling irregular operations of varying scales;- Taking a leadership role in Emergency and Accident preparedness;- Managing and coordinating disruption responses.

Australia

- Assisting with on-time performance by managing and creating dedicated queues for International and Flight Close guests, prioritisation of guest processing during baggage outages/ disruptions- Helping colleagues with questions and concerns to ensure efficient, safe and secure guest processing is executed to minimise non-compliance matters- High level of communication with cross-utilised team members such as Boarding Gate, Ramp, Ticket Desk, Guest Assistance Team and Coordinators/ Customer Experience Managers regarding numerous operational matters- Engaging in passenger searches and offloading procedures - Processing of excess baggage payments – both domestically and internationally- Forward thinking and planning for guests requiring special assistance (communicating with relevant areas to ensure efficient and safe processing of guests – right across their journey- Supporting Coordinators/ Customer Experience Managers with delays, cancellations, rebooking of flights and providing guests with documentation for overnight accommodation and out of pocket expenses- Assisting guests with their enquires and concerns (ticketing, international travel regulations, frequent flyer entitlements etc) - Boarding Gate Operator- Dealing with customer-related issues such as late, no-shows and missed connections- Utilising transferable knowledge (Fares and Ticketing) and Airline Operations (Check-In and Boarding Gate) from previous airline and travel industry experience

Melbourne, Victoria, Australia

Responsibilities:- Create and coordinate training and professional development plans for all fifty-four direct reports, including the delivery of performance appraisals- Manage all rostering, costing, and budgeting for the department - Facilitate informal and formal performance management discussions, and develop performance improvement plans when required- Recruit and onboard new talent- Partner with Area, State and National Managers to implement store changes and improvements- Oversee Workplace Health and Safety (WHS) and compliance, including training team members on safety matters and assisting the team to resolve safety issues- Coach and lead team members in the areas of customer service, conflict resolution, and other key performance behaviours- Identify new sales opportunities through the review weekly sales targets and budgets- Develop and maintain positive working relationships with vendors and other key stakeholders- Oversee opening and closing operationsAchievements:- Implemented new department and store procedures, as well as enhanced current procedures, resulting in greater streamlined processes and cross-functional communication across the business – nationwide.

Brisbane, Queensland, Australia

Brisbane, Australia

Responsibilities:- Arrange, coordinate, and manage travel bookings for individual and corporate clients- Customise complex travel itineraries that exceed expectations and meet client’s budget - Build relationships with new clients and maintain existing partnerships - Manage and resolve travel emergencies or other issues for clients if, and when, they occur- Coordinate travel for large groups, which includes liaising with hotels and other venues to ensure event spaces are booked and meet the client/s requirements - Educate self on the top tourist destinations around the world, including the best restaurants, hotels, and attractionsKey Achievements:- Generated over $10,000 in commissions and over $120,000 in sales within a single month as a first-year consultant- Received regular recognition and praise from customers regarding in-depth industry knowledge

Brisbane, Australia

Responsibilities:- Oversaw both check-in and boarding gate operations of assigned flights - Responsible for the on-time performance of each flight departure, therefore ensured operations were run in an efficient and timely manner- Led the cross-utilised employees, such as the arrival team agents- Managed delays, cancellations and the rebooking of flights - Processed excess baggage payments, assisted customers requiring special assistance, and ensured check-in lines were under control- Facilitated team briefings- Ensured efficient, safe and secure passenger processing was executed- Engaged in passenger searches and offloading procedures- Managed delay documentation and reporting- Assisted Team Leader with the supervision and rostering of Customer Service staff- Assisted customers with their enquiries and concerns- Managed flight announcements - Dealt with customer-related issues such as intoxication, late and no-showsKey Achievements:- Participated in strategy meetings and involved in the continuous improvement of the Emirates’ airline service

Brisbane, Queensland, Australia

Brisbane, Australia

Brisbane, Australia

Brisbane, Australia

Brisbane, Australia

Mental Health First Aid

Diploma Of Leadership And Management (Bsb51918)