Sonu Kumar Kaushal Email and Phone Number

Crew Performance Management, IJP for Crew Promotion/ Crew Career Progression, Crew Selection for A350, Recruitments, Overall Crew Performance/ Discipline, Performance Check Crew Promotion/ PCC Training, Base and Performance Team Training/ Calibration, Designing Training Programs for PCC/ Base Team/ Cabin Managers, Making Policies for Crew/ Performance Team/ Base Team, Inflight Service Standards and Procedures.

• Responsible for conducting Inflight audits and assessments on Onboard Leaders (Cabin Services Directors & Cabin seniors) for competencies encompassing Safety, Service delivery, Standards & Procedures and Technical skills.• Enhance Inflight safety, standards, products & services to provide the highest levels of customer experience with effective cost management by liaising with other stakeholders and bridging Management with Inflight Services.• Manage cabin crew performance and productivity by observing, reviewing and documenting all observations/ findings for future Performance Review.• Discussion and to coach Supervisors and Cabin Crew on areas relating to their respective job functions.• Drive motivation and engagement by providing support and guidance to team members and facilitate counseling for career progression.• Identify root causes leading to non-compliance of cabin crew in all aspects of Cabin Safety, Service Delivery and Standards & Procedures.• Compile data/ observations and analyze trends related to crew performance for Management review.I am a professional with 16 years experience in Aviation industry, focused on managing and elevating customer experience to the highest levels, driven and dedicated to the performance of our employees. Building positive relationships with internal and external customers/ stakeholders also influencing them with effective interpersonal skills and continually coaching and developing teammates.My role was not limited only to assess Onboard leaders, coach and develop them on areas required, but also mentor newly promoted supervisors to help them fit in their new roles as Onboard Leaders.Customer experience to be maintained to the highest levels with NIL complaints and to liaise with different stakeholders for enhancement of safety, products and services.Being a part of management, relaying information with regards to processes/ procedures/ guidelines and share inflight feedback with management and vice-versa.

• Responsible for leading a team of cabin crew up-to 25 crew members on A380 Aircraft for flight duties, delegating tasks to ensure customer expectations are met.• Assess cabin crew performance and provide coaching, guidance and developmental feedback to cabin crew based on observations on board.• First/Business class service training, service etiquettes, communication skills.• Train cabin crew on F&B.• Lead by example and demonstrate agility and adaptability to create the conditions for an engaged and motivated work force focused on achieving company goals.I joined Qatar Airways as Cabin crew working in Economy class and progressed through Premium Crew member (Exclusively working for First and Business class), Cabin Senior (Supervisor on single aisle aircrafts and Y/C incharge on wide bodied reporting to CSD) to Cabin Services Director / Onboard Manager.

• Lead a team of cabin crew on B737-300/400/700/800 Aircrafts ensuring in-flight safety and effective team management.•Attend to passengers needs onboard and provide them with information with effective communication skills.• Manage inflight situations by exercising prudent judgement in order to resolve safety, service and first aid related issues.• Cultural awareness, sensitivity and ability to work effectively in a diverse work environment.

•Managing a team of up-to 30 professionals / executives as a Team Leader. •Quality Audits for sales and service calls as Quality Analyst.•Training for newly introduced processes as Process Trainer.•USA Voice and Accent Training for new joiners for USA based processes as US V&A Trainer.•Debt collection for American Express Bank credit cards.I was directly dealing with different clients & handling different projects such as Sales, Service recovery, Debt collection, Quality checks, Training. I was handling minimum three projects at one time while leading 02 different teams.Achieved highest number of sales & collections always during my work in Operations. Recruited the best executives for Operations department.Got 100% quality audits while working in Quality department and successfully trained candidates for different operational requirements. Completed US Voice & Accent Course from Global Vantedge India Ltd. Hardworking and can work to the deadlines.Quick learner & a Team player.Communication/Interpersonal skills.

Front Office Manager:Managing check-in/check-out and all customer needs during their stay in thehotel.