ANITA LYNCH
Summary
Friendly and hard-working person, who has 20 years of experience in the customer service industry. Collaboration and adaptability skills are essential when providing high quality customer service. Able to present well and show great initiative. Always maintains a positive attitude and shows strong leadership skills. Looking for management role that empowers me to work in a field that is committed to the development and delivery of high customer service, sustainable environment and continuous improvement within the business and employees. Knowledge of operational procedures and commitment to collaborative work environments.
Overview
18
18
years of professional experience
Work History
Crew Cultural Team Leader
Virgin Australia
06.2023 - Current
- Lead, support and develop Cabin Crew
- Display visible leadership to a team of approximately 109 per team members
- Proactively support and manage the health and well-being of all team members and their needs
- Work closely with your leader and people partners to reach positive outcomes on all people matters
- Develop and monitor your team members’ performance in line with Virgin Australia’s strategic vision and purpose, taking proactive steps where needed
- Drive motivation and engagement and foster an environment of strong teamwork and brand
- Be responsive and solutions focussed to emerging people matters that may impact the effective running of the operation
- Ensure all standard operating procedures followed and adhered too
- Recruitment and inductions of cabin crew
- Provide feedback to cabin crew daily through different forms of communication platforms
- Maintain and follow all disciplinary requirements/actions
- Uphold and follow through EA regulations and rules
- Manage and work through absenteeism both informal and formal process
- Document and update Cabin Crew personal files
- Communication with all departments and networks
- Develop and collaborate with management to implement development plans
- Respond to guest and Cabin Crew feedback in an effective and proactive manner
Cabin Manager
Virgin Australia
10.2022 - Current
- Manage, observe, set objectives and goals to cabin crew through each flight
- Conduct daily pre-flight briefing of crew to ensure expectations, KPI, Ep questions, medical procedures and safety are met
- Manage and follow inflight scheduled to ensure on time performance
- Performance management
- Recruitment and inductions of cabin crew
- Attended and resolve conflict from passengers and crew
- Provide feedback to cabin crew through face to face and complete My path
- Set expectations and core values for each operating sector
- Build moral and motivate team members, through communication
- Mentor and coach cabin crew of operational performance
- Help develop new cabin managers
- Ensure all standard operating procedures followed and adhered too
- Meeting and adhere to Casa regulation
- Promote organisations core value and statement mission
- Complete Emergency procedures daily
- Complete online training and leadership training development days
- Complete my path for development feedback
- Use customer pulse charts and scores to drive motivation and results
- Ensure all safety and security equipment checks are completed and followed
- Collaborate with cabin crew, flight deck, ground crew and guest services
- Provide and maintain a high standard of customer services and ensure service flows are followed
- Incorporate Virgin Australia safety and security procedures
- Respond to guest and Cabin Crew feedback in an effective and proactive manner
Front service Manager- Mitchelton Hotel
Mitchelton Wines
02.2022 - 09.2022
- Oversee the front service operations and maintain brand service standards
- Ensure professional meticulous checks-in and customer service to our valued guests
- Responsible for the operational efficiency of all front service desk area during the shift and the service delivery of those area
- Control costs & wage through effective staffing and team management
- Respond to guest feedback in an effective and proactive manner
- Monitor movements in the hotel lobby with discretion
- Improve and oversee night audits procedures for hotel
- Ensure individual bookings, group bookings, cancelations, transfer bookings etc are smoothly processed and properly filed for future references
- Receive and confirm all guests room reservations through RMS system
- Work in accordance with our occupational, health and safety guidelines
- Ensure that all activities related to the function comply with relevant legislation, regulations, ethical standards, and company polices & procedure
- Build effective and productive relationship with other members of Mitchelton team
- Observe a workplace culture of continuous quality improvement
- This includes evaluating and improving the current office system and procedures relevant to the role
- Train, assisted, support and mentored front service staff
- Attend, participate and lead meetings as directed
- Complete with weekly management reports
- Assist the hotel manager with reports and budget results
- Conduct routine inspections of housekeeping standards and report
- Back to housekeeping supervisor and hotel manager
- Complete one on one feedback from audit results
- Cross train across all departments
- Development of 12-month operation plans for the hotel reception staff
- Develop a rewards program for employees and return guests
- Completed weekly communication letters
- Set weekly goals and targets
- Complete recruitment and induction training
- Performance management
Disability Employment Services Consultant
CVGT Australia
04.2021 - 02.2022
- Analysis and provide services to help participants overcome their barriers to find suitable and long-term employment
- Monitor caseload using online Employment services systems, book appointments, conduct appointments and commence participants and Job seekers with CVGT services
- Assess a participants and job seekers barriers to employment and identify their skills, experience, capabilities, and aspirations to best match them to opportunities within the labour market
- Develop and regularly review a participant and Job seeker’s Job plan to identify development activities that will assist them in overcome their identified barriers to employment
- Ensure participants and job seekers have the tools and resources required to undertake education or employment
- Phone, computer, method of transportation, childcare etc, in line with relevant guidelines
- General caseload management of 60 participants
- Connect participants and job seekers to relevant and personalised social support services as required such as mental health counselling, financial counselling, drug & alcohol counselling and domestic violence, support groups as relevant to each program
- Collect documentary evidence for claims and submit appropriate documents
- Travel to part-time outreach locations
- Participate in regular audit schedule which includes Department assurance activity audit, safety audits and internal quality audits
- Identify appropriate employment or education opportunities for participants, which includes referrals to vacancies and the coordination of post placement support
- Handle resolve conflict with participants and Job seekers in respectful and appropriate way
- Participate in specialised program training online and face to face
- Consistently meet performance targets, KPI which include placements, outcomes and contacts
- Follow all safety regulations and adhered to safe work procedures and meeting the requirements of the CVGT safety management system
- Follow all government compliance and regulations
Cabin Supervisor
Virgin Australia
01.2009 - 12.2020
- Manage, observe, set objectives and goals to cabin crew through each flight
- Conduct daily pre-flight briefing of crew to ensure expectations, KPI, Ep questions, medical procedures and safety are met
- Manage and follow inflight scheduled to ensure on time performance
- Attended and resolve conflict from passengers and crew
- Provide feedback to cabin crew through appraisals and each sector
- Set expectations for each operating sector
- Build moral and motivate team members in daily sectors
- Ensure all standard operating procedures followed and adhered too
- Meeting and adhere to casa regulation
- Promote organisations core values
- Complete Emergency procedures monthly
- Complete online training and leadership training
- Ensure all safety and security equipment checks are completed
- Collaborate with cabin crew, flight deck, ground crew and guest
- Provide and maintain a high standard of customer services
Cabin Crew
Virgin Australia
01.2007 - 12.2009
- Carry out pre-flight safety checks and safety emergency checks
- Follow pre-flight briefing expectation set
- Collaborate with team members to deliver a high standard of service
- Maintain Cabin surveillance and communicate with crew
- Follow all standard operating procedures
- Follow Virgin Australia Core Values
- Liaises with ground crew during guest’s disembarkation and boarding
- Complete a clean and restock of equipment and ensure a clean and secure cabin
- Communicate all safety and security checks to leader through verbal conformation
- Arm and disarm operating doors
- Complete annual Emergency procedures
- Complete all Virgin Australia training
Education
Diploma Leadership and Management -
GoTafe
12.2021
First Aid Certificate -
Responsible Service of Alcohol -
01.2025
WWWC Employee card -
01.2025
Diploma of Human Resource and Management -
GoTafe
12.2021
Certificate IV in community Services - Child Care
GoTafe
12.2007
Skills
- Customer service
- Communication Skills
- Adaptability & Time Management
- Collaboration
- Hardworking & Reliable
- Coaching & Mentoring
- Problem Solving
- Leadership Skills
- Teamwork and collaboration
- Multitasking and organization
- Time management
- Interactive communication skills
Qualifications And Certificates
- Diploma Leadership and Management, GoTafe, 01/01/21
- Diploma of Human Resource and Management, GoTafe, 01/01/21
- Responsible Service of Alcohol, 01/01/25
- WWWC Employee card, 01/01/25
- First Aid Certificate
- Certificate IV in Community Services – Child Care, GoTafe, 01/01/07
Career Path
Friendly and hard-working person, who has 20 years experienced in the customer service industry. Collaboration and adaptability skills are essential when providing high quality customer service. Able to present well and show great initiative. Always maintains a positive attitude and shows strong leadership skills. Looking for management role that empowers me to work in a field that is committed to the development and delivery of high customer service, sustainable environment and continuous improvement within the business and employees.
Timeline
Crew Cultural Team Leader
Virgin Australia
06.2023 - Current
Cabin Manager
Virgin Australia
10.2022 - Current
Front service Manager- Mitchelton Hotel
Mitchelton Wines
02.2022 - 09.2022
Disability Employment Services Consultant
CVGT Australia
04.2021 - 02.2022
Cabin Supervisor
Virgin Australia
01.2009 - 12.2020
Cabin Crew
Virgin Australia
01.2007 - 12.2009
First Aid Certificate -
Responsible Service of Alcohol -
WWWC Employee card -
Diploma of Human Resource and Management -
GoTafe
Certificate IV in community Services - Child Care
GoTafe
Diploma Leadership and Management -
GoTafe
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