Akiyoshi Hirata
Pagewood,NSW
Summary
I am an aviation professional and enthusiast who is very willing to deliver excellent customer service and ensure passenger safety. I have a prior proven track record with in-flight operations and of enhancing passenger experiences for 33 years with Qantas. I am a collaborative team player focused on achieving results and am always willing to learn. I am proficient in customer service, conflict resolution, and emergency procedures. I have many commendations from both Qantas and Dnata regarding my work ethic and dedication to excellent customer service
Overview
37
37
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Dnata
07.2022 - Current
- Japanese Airlines passenger check-in duty using Amadeus
- In this role I utilise my fluent Japanese skills, both verbal and written
- Philippine Airlines check in duty using Amadeus
- Gate duty that includes passenger check-in, ensuring smooth flight operations and assisting passengers with boarding
- General passenger services that include assisting passengers with special needs by offering priority boarding and transporting these passengers safely and efficiently through the airport to the aircraft utilising either a wheelchair or an E-Mobby
- Support colleagues in managing challenging situations, fostering teamwork and collaboration
- Remaining professional at all times by offering all passengers the best customer service possible and resolving challenges calmly as they arise independently or deferring to my manager as needed
COVID19 Administration Officer
St Vincent’s Hospital
11.2021 - 05.2022
- Operated in compliance with St Vincent’s Hospital’s mandatory COVID19 web check in policies for all patients, staff and visitors who entered the SVH campus and I offered assistance when needed
- Maintained professionalism and calm while dealing with complex and at times irate and/or very sick patients who were attending either St Vincent’s Hospital, St Vincent’s Hospice or St Vincent’s Emergency Dept
- This role required great conflict resolution skills and the ability to work very well within a team or independently as required and the willingness to work flexible hours
- Developed strong working relationships with colleagues, contributing to a positive work environment.
International Flight Attendant
Qantas
02.1988 - 07.2021
- Operated under Qantas Airlines and Federal Aviation regulations in order to maintain safety and security compliance including conducting safety demonstrations, ensuring seatbelts were always worm for takeoff and landing, provided first aid if needed and assisted with security checks if required
- Warmly welcomed passengers on board, attended to meal service, offered amenities, ensured the cabin remained tidy and the isles free of clutter and importantly, attended promptly and professionally to passenger queries and requests when needed
- Made public service announcements in Japanese, attended to immigration and customs paperwork, the sale of duty-free goods and the stowing of equipment, food trolleys and hand luggage
- Attended workshops and training in customer service, conflict resolution and emergency training safety procedures
- Resolved conflicts in a timely manner when required and deferred to my manager as and when needed to avoid an escalation in a challenging situation
- Always maintained the highest standard with regards to my professional appearance and professional behaviour
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays
Education
Bachelor of Commerce - Commerce
Meiji University
Tokyo03-1985
Skills
- Airline passenger safety
- Airline safety procedures
- Verbal and written communication (Japanese and English)
- Airline food and beverage service
- Airline emergency procedures
- Cultural sensitivity
- Personal grooming
- Company culture and values
- Proficient with international check-in, gate duty and general passenger services
- Disability assistance
- Teamwork and cooperation
- Strong work ethic
Affiliations
- Royal Yacht Association (RYA) day skipper license
- Member of Middle Harbour Yacht Club, NSW
Certification
- Amadeus Certification – Amadeus IT Group.
Languages
Japanese
Native or Bilingual
English
Full Professional
Interests
Sailing, swimming, reading and walking my two dogs, Australian Kelpies, Kuni and Broomhilda
Timeline
Passenger Service Agent
Dnata
07.2022 - Current
COVID19 Administration Officer
St Vincent’s Hospital
11.2021 - 05.2022
International Flight Attendant
Qantas
02.1988 - 07.2021
- Amadeus Certification – Amadeus IT Group.
Bachelor of Commerce - Commerce
Meiji University
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