Stephen Ritchie Email & Phone Number

Salford, GB

Manchester Area, United Kingdom

Manchester, England, United Kingdom

London, England, United Kingdom

• Key Responsibilities:
• I am dedicated, resilient and I have unwavering commitment to exceptional service. I embrace change, and I can demonstrate adaptability, and enthusiasm at all times.
• Fostering a culture of high performance, which enables me to develop my personal, and professional skills at the same time as developing my team member on a day-to-day basis.
• Managing poor performance through a fair and correct process; always ensuring the welfare of my teams is in the forefront of my mind.
• Ensuring that our customers receive an exceptional care by my team understanding that as ambassadors of a truly iconic British Brand, our Cabin Crew instinctively know what the customer needs, and encourage them to.
• Problem solving and solution finding is key in my role, often thinking outside of the box and encouraging people to make individual decisions as long as it’s within safety and service recovery guidelines.

Manchester, England, United Kingdom

• Managing the development of over two hundred team members of all levels from front of house team members and all level of management within the North West and Scotland areas.
• Transform learning and development via coaching and training to enable team members to reach their optimum potential, in order to meet and exceed customer standards.
• Create, design and deliver interactive courses from induction up to senior leadership level, and ensure the subject matter has landed.
• Collate feedback from all training to ensure continuous development and brand growth.
• Identifying internal talent to ensure personal growth, by using succession planning pathway.
• Assist on-line managers provide SMART objectives and performance improvement plans to assist with team development.

Manchester, England, United Kingdom

• Cabin Crew Instructor who delivers a variety of internal courses that are of a high standard in Safety & Emergency procedures, Immediate Care and Dangerous goods.
• Lead assessment centre days to recruit potential candidates within our competence-based programme.
• Operational Line checks on the Cabin crew & Cabin managers, responsible to ensure compliance and regulatory procedures were adhered to.
• Effective directional and motivational training by developing and coaching individuals to achieve their optimum potential.
• Invigilating mandatory exams within a classroom environment, including maintenance, administration & security of all of examinations and documentation.
• After taking the ‘world host’ course in principles of customer care, I assisted Monarch Airlines in rolling out this methodology to all our cabin crew. This enabled Monarch to be the first accredited airline to have.