Richard Easter Email & Phone Number

London, England, United Kingdom

London City Airport

Responsible for leading and motivating a team on the day, ensuring all safety and service standards are met, so that our customers receive a premium experience delivered by enthusiastic and engaged colleagues. Providing additional support to BA CityFlyer IFCE Management team, mentoring and coaching crew.1. Responsible for embedding a culture that always puts the customer at the heart of everything we do.2. Achieve personal targets set around Customer, Operation, Colleagues and Costs.3. Responsible for safety and security whilst onboard and an awareness at all other times.4. Demonstrate an ability to proactively drive punctuality and RTG targets and addresses any shortfalls.5. Support Operational disruption both at base and downroute, by providing the appropriate customer service as required on the day.6. Provide a duty of care to cabin crew whilst downroute, proactively seeking to resolve problems, keeping the IFCE Management Team and Operations informed and updated.7. Pro-actively support the IBM’s and IFCE Management Team as required and role model leadership behaviours.8. Maintain a professional working relationship with line managers.9. Demonstrate appropriate, effective assessment of main crew performance through IFAs in accordance with set targets.10. Ensure onboard team deliver the service to standard using the Thoughtful Service principles and Service Hallmarks.11. Manage resources effectively and safely on the day.12. Demonstrate appropriate management of crew issues onboard, whilst ensuring that confidentiality is upheld.13. Acts as a coach and mentor to cabin crew.

London City Airport

Working as a Main Crew member for BA CityFlyer, providing exceptional customer service to ensure that a quality service is provided on board, and the highest standards of safety are maintained for passengers and fellow crew members.1. Ensure the safety and comfort of customers and colleagues and the carrying out of on-board security procedures, including controlling access to the aircraft.2. Ensure operational safety, security and health and safety responsibilities are performed to the highest standard and are compliant with EU-Ops, BA CityFlyer requirements and all other relevant legislation.3. Deliver excellent customer service onboard the aircraft working to the Company Service Standards at all times and whilst reporting into the Senior Cabin Crew member on the day.4. Promote BA CityFlyer services and offers for leisure and business customers and promote onboard products as required.5. Carry out onboard sales transactions, with responsibility for cash reconciliation and associated paperwork, as required.6. Recognise and sensitively manage customers who have additional travel needs identified through ‘Help Point’.7. Communicate effectively with and solve problems for customers in the event of disruption.8. Carry-out cabin ‘tidies’ on turn-round.9. Responsible for proactive Crew Resource Management (CRM) with flight-crew colleagues.10. Ambassador for the Company when in uniform and on duty.11. To ensure compliance with all Company policies (including BA Uniform Standards) local processes, procedure sand relevant legislation including diversity and work.12. Ensuring compliance with the Cabin Crew SEP and Operations Manual at all times.13. Responsible for completion of relevant paperwork (Safety reports).

London City Airport

As a Customer Service Coordinator for both BA CityFlyer and British Airways Club World London City, I had the opportunity to focus on delivering outstanding customer services. Understanding the needs of customers and delivering to the brand and service guideline. Providing personalised services and ensure different services touch point are operational and on target.1. To deliver a world-class customer experience on the ground, exceeding all our customers’ expectations.2. To ensure any problems are resolved efficiently and with minimal inconvenience.3. To build, strengthen and reinforce the relationship we have with all our customers, including Executive cardholders, those travelling in Premium cabins and other commercially important customers.4. To identify, exploit and maximise revenue opportunities and collect payment for ancillary revenuePrinciple Accountabilities.5. To host our customers and to exercise flexibility to deliver a personalised service.6. Understands and acts on the different requirements of BA’s customer profiles to ensure that our customers are delighted with the service they receive.7. Build relationships with our customers at touch-points, anticipating their requirements and proactively meeting them and exceeding expectations.8. Delivering exceptional service to our customers in the lounge, including hosting, resolving issues, exploiting ancillary revenue opportunities and taking payment.9. Deal with difficult conversations tactfully and efficiently with offloaded, stand-by & other disrupted customers, helping to arrange hotel accommodation, reroutes as required & PIR completion.10. Commit to being multi-functional in all duties required to serve our customers and to exercise flexibility as operationally demanded.

London City Airport

Represented for SWISS International Air Lines in customers handling, ensuring customers/passengers are co-ordinated throughout their journey within London City Airport. Offering excellent customer services to suit SWISS products and creating a welcoming experience to ensure all objectives are achieved to the highest possible standard.

Ealing

Connecting with visitors and ensuring that their questions are answered to an academic and professional level.

Bachelor Of Arts (Ba), Airline And Airport Management

Btec, Aviation Operations

Activities and Societies: Student Ambassador, Class Representative.

Gcse, English, Mathematics, Science, Information Communication Technology, System & Control, Geography.