Ryan Emerson Email & Phone Number

Australia

Brisbane, Queensland, Australia

As a leader in guest experience and hospitality, I drive the design, development, and execution of guest experience and service initiatives across the end-to-end experience for 400+ daily flights, delivering a brand-defining experience at every touchpoint. By integrating frontline teams and products, I create memorable moments that elevate the guest experience. ▪️ Develop, implement, and maintain a guest experience service and hospitality vision aligned with value propositions and cabin classes.▪️ Apply design thinking to translate customer insights into inflight, lounge, and airport service and product concepts.▪️ Establish service design and delivery standards to continually enhance onboard and lounge service quality, while developing a service culture across the organisation to elevate NPS and guest satisfaction.▪️ Co-design products (F&B menus, amenity kits, linens, tableware) and lounge and onboard environments that reflect brand identity.▪️ Shape cabin interiors, prioritising guest experience and cabin service requirements (galley configurations, equipment, lighting).▪️ Manage comprehensive service manuals, documentation, and communications. Key impacts:✅ Boosted guest satisfaction on a new international route through revamped service standards, curated F&B concepts, and crew training.✅ Developed an onboard service and hospitality strategy that contributed to accolades such as “Best Cabin Crew”.✅ Led a cross-functional uniform program for six work groups, updating uniform and grooming standards, creating visual assets for consistent application, and launching a digital Style & Image guide driving brand consistency and empowering teams to uphold a unified image.✅ Created a bespoke signature scent and curated onboard music, elevating premium ambiance and deepening brand connections.✅ Designed and delivered a luxury VIP offering with bespoke à la carte dining, premium tableware, and elevated service standards in private VIP lounge network.

Brisbane, Queensland, Australia

▪️ Responsible for the design, development and delivery of cabin crew onboard service on all aircraft (A330, B777, B737, E190, ATR-72), ensuring procedures aligned with safety and operational requirements, were guest centric and crew friendly.▪️ Utilised cabin crew and guest feedback, and conducted audits on crew performance on flights to ensure service standards were consistently delivered and identify areas of improvement. ▪️Communicated all service initiatives and updates to cabin crew and stakeholders. ▪️Assisted to define galley layout and loading plans and supported inflight trials to test new service initiatives. ▪️Provided direction for training programs for the correct training delivery of service programs. ▪️Developed and updated service and operational manuals and briefs.

Brisbane, Australia

▪️ Responsible for leading onboard teams of up to 16 crew on narrow and wide body aircraft to instill a high performance culture of exceptional customer service and operational excellence. ▪️ Accountable for the safe delivery of the inflight customer experience by cabin crew in line with company policies and industrial rules. ▪️Led safety management and implemented emergency procedures and communications when required.▪️Prepared and delivered daily team operational and service briefings to influence and motivate teams by communicating company values and business strategies, ensuring the brand is always championed.▪️Coached and developed cabin crew and built capability for service excellence and promotional opportunities.▪️Identified and drove opportunities to improve through cabin crew inflight performance appraisal, and product and service initiatives and improvements, to deliver best in class product and service.▪️Handled difficult and sensitive guest issues in the best interest of the company while also ensuring customer satisfaction takes place.▪️Implemented and administered administration policies and procedures relating to cabin crew.

Brisbane, Australia

Brisbane, Australia

Queensland, Australia

▪️Brand signage positioning at events in line with brand guidelines. ▪️On-air script development. ▪️On-air talent development. ▪️On-air production ideation. ▪️Marketing & promotions concepts and execution. ▪️Event planning and execution.