Steven Pollard Email & Phone Number

London, England Metropolitan Area

Manage UK catering operations with Gate Gourmet, including ensuring all catering and cabin equipment is correctly loaded, and safety and security standards are met to deliver the Virgin Atlantic product in all cabins, including onsite visits to all catering units to make they are compliant with all food safety and operating standardsResource planning with Gate Gourmet to guarantee staffing levels are in place to deliver the service, and managing and escalating any ongoing operational issues to enable safe and secure serviceAttend quarterly menu presentations for all classes to increase understanding of upcoming changes that will impact operations, and to give feedback on dish selection, drawing on experience in role, and as cabin crewAnalyse cabin crew and customer feedback to improve service and quality with the F&B team and external vendors. This includes trend analysis and changes to improve customer NPS across all cabins. As a result, NPS has increased by 30%I am a qualified cabin crew member following a six-month secondment flying full time. I am currently in check on all Virgin aircraftPart of 24/7 operational on-call rota, resolving operational difficulties with service delivery, adjusting weights and balances, and ensuring on time departuresBi-annual update of operational manuals, distributed to all global catering units, to make sure high levels of safety and security are maintainedHave gained a level three food hygiene certification, giving valuable insight into production and quality standards and ability to understand audit reports

Crawley, West Sussex, United Kingdom

Managed the food quality with Gate Gourmet UK, the largest catering supplier used by VAA. Comfortable with suggesting and making changes to current dishes mid-cycle and giving input on upcoming cycles. I achieved this by holding weekly product evaluations and analysing crew feedback. Not afraid to challenge the status quo and present the GG chef with constructive feedbackI tracked and amended on board ratios across food and beverage to ensure most of our customers receive their first choice of menuOperationally I was involved with Belfast and Glasgow start-ups each year, managing the delivery operation from the remote locationsWorked with nominated suppliers to ensure quality of goods were delivered to specification. Managed KPIs and implement corrective action plansMajor projects included returning special meals back to Medina quality specifications and tendering to new suppliers for improvements, refreshed the Fit to Fly feedback presentation, giving the business a comprehensive look at the new cycle food onboard

Crawley, Sussex

The OBM team is responsible for the delivery of high quality print, audio and video media on board, and the promotion of the In Flight Entertainment (IFE) to the business and public. I play a key role in the team, providing a practical operational link between the business and the third party service providers and in analysing data to enable business decisions to be made.Data Analysis – Monthly analysis of data from a variety of sources to produce scorecards that enable the business to make informed choices when selecting media on board and to track passenger satisfactionOperational tasks – regular airport, airside and aircraft visits to meet with third party service providers and airline staff to ensure high standards are being met, physical quality checks of all elements of IFE onboard, and to monitor corrective action plans and deliver enhanced training where necessary

London, United Kingdom

Crawley, Sussex

Responsible for the analysis of crew feedback from flight reports to alert the business to issues with catering, Engineering, on board service and cabin safety. Reported results back to crew via a range of media including online portals and crew notices.Worked with third party suppliers to monitor quality levels and track effectiveness of corrective action plans.Helped trial new processes and products on board, first hand on fly alongs and on board trials, and by monitoring feedback from crew from trial flights.

Gatwick

Provided front line support at Upper Class check in, including the drive thru serviceAnswered passenger questions using my knowledge of the airline’s product and servicesAircraft gate lead and aircraft dispatch, making sure the flight deck had all relevant passenger figuresSupported ticket desk, especially during times of increased passenger numbers and stress levels, for example during delays or oversold flights

Gatwick

Responsible for the analysis of passenger and crew feedback, producing reports for the business, tracking trends, highlighting issues with catering, underperforming airports and cabin crew serviceProduced monthly reports for senior management on progress against KPIs

London, United Kingdom

Worked with franchise managers in South England of forecourts to help achieve sales targets. Flagged underperforming petrol stations to area managers to implement corrective plans