Christopher Pillai
Pascoe Vale,Australia
Summary
Adept at spearheading operations with a keen focus on safety and leadership, I have significantly enhanced service delivery and operational efficiency at Dnata - Emirates Group. My expertise in aviation safety compliance and strategic thinking, coupled with a talent for nurturing team excellence, has driven substantial improvements in performance metrics.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager - Passenger Services
Dnata - Emirates Group
Melbourne , VIC
08.2024 - Current
- In my current role as SDM, I am responsible for shift and performance management of dnata's Passenger Service operation at Melbourne International Airport. My role has a strong focus on safety and security, leadership, accountability, performance management, and effective communication.
- Primary duties include: - Develop and deliver a client-centric and commercially focused operation, including management, organization, and coordination of all work areas in a safe and secure environment. Management, monitoring, and evaluation of Ground Handling Agreements and Service Level Agreements.
- In consultation with the management team, develop, implement, and monitor communication plans, business strategy, and drive a customer-centric culture.
- Develop, implement, and monitor safety practices across the business and standard operating procedures, ensuring compliance with industry standards, legislation, and dnata Airport Services' policies and procedures. Provide quality metrics and reporting on critical business issues.
- Drive and embed a positive safety culture within the team, focused on awareness and vigilance.
Assistant Front Office Manager
Hotel Grand Chancellor Melbourne
Melbourne , VIC
01.2024 - 06.2024
- Dedicated to consistently delivering a high standard of customer service, leadership, and having sound knowledge of the hotel's products and services.
- Ensure all Front Office team members are familiar with current promotions, policies, and other relevant information.
- Handle all guest grievances and inquiries in a courteous and efficient manner.
- Maintain positive guest and colleague interactions, with good working relationships.
- Promote guest relations by active engagement.
Duty Manager
Rydges Melbourne
03.2023 - 12.2023
- Passionately provide a world-class customer experience, lead the front office team, and oversee the day-to-day performance of our guest experience hosts.
Station Manager
Batik Air Malaysia (Malindo Airways)
Melbourne , VIC
09.2022 - 01.2023
- A strong leader with influential skills and talents for managing, exciting, and motivating large groups of people to achieve big ambitions.
- Ensure optimum payload, safe, efficient, on-time departure of flights, and handling process of passengers, baggage, and cargo in accordance with the company's procedures.
- Ensure the station is managed and administered in compliance with the regulatory requirements in terms of safety, security, crisis, and emergency.
Purser - A380-800 & B777-300/200
Emirates Airline
Dubai UAE
12.2009 - 08.2022
- Cabin safety and security, passenger experience, crew performance management, and much of the flight paperwork.
- Handling any emergencies that may arise, such as a medical emergency, or an unruly passenger.
- Coordinating with the flight deck crew to provide updates on the flight's status.
- Ensuring and keeping travelers abreast of any changes in flight time, upcoming turbulence, and meal services.
- Dealing with misbehaving passengers, and resolving heated situations calmly.
Passenger Services Officer
Menzies Aviation Limited
Sydney, NSW
08.2008 - 11.2009
- Responsible for providing quality service to passengers in respect to check-in, boarding supervision, special services, lounges, and baggage services.
Guest Services Supervisor
Kingfisher Airlines Limited
Hyderabad, Andhra Pradesh
05.2007 - 06.2008
- Responsible for supervising and controlling flight-handling activities, such as flight editing, transfer, and boarding.
- Acting station coordinator.
Customer Service Agent / In-flight Service Coordinator
Spicejet Airlines Limited
Hyderabad, Andhra Pradesh
09.2006 - 05.2007
- I greeted passengers at check-in, verified tickets, and directed passengers to assigned seats.
- Ticket sales and customer service via the Contact Center.
- Crew scheduling and attendance management.
Education
Responsible Service Of Alcohol -
Clear To Work
Victoria12.2025
Senior First Aid Certificate -
CBD College
10.2025
Cabin Crew Training - Safety Emergency Procedures and Service Delivery
Emirates University
Dubai UAE 01.2010
Diploma - Aviation Hospitality & Tourism Management: Aviation
Frankfinn Institute of Training
Kolkata12.2006
Bachelor of Commerce - Commerce
St.Xavier's College
Kolkata07-2005
Skills
- Management and Leadership
- Safety regulations implementation
- Team Leadership
- Performance monitoring
- Strategic thinking
- Aviation Safety and Compliance
- Aviation: Ground Operations
- Training and coaching
- Billing & invoicing
- Quality monitoring
- Service solution development
- Problem-solving aptitude
- Safety Protocols
- Operations Management
Languages
- Hindi, Native Proficiency
- Urdu, Professional Proficiency
- Bengali, Professional Proficiency
References
- Capt Rishi Ailawadi / Type Training Instructor - Airbus / Emirates Airline / Mobile +971566912821
- Salil Pereira / Subject Matter Expert Service Delivery / Dnata - Emirates Group / Mobile +61451998747
Timeline
Service Delivery Manager - Passenger Services
Dnata - Emirates Group
08.2024 - Current
Assistant Front Office Manager
Hotel Grand Chancellor Melbourne
01.2024 - 06.2024
Duty Manager
Rydges Melbourne
03.2023 - 12.2023
Station Manager
Batik Air Malaysia (Malindo Airways)
09.2022 - 01.2023
Purser - A380-800 & B777-300/200
Emirates Airline
12.2009 - 08.2022
Passenger Services Officer
Menzies Aviation Limited
08.2008 - 11.2009
Guest Services Supervisor
Kingfisher Airlines Limited
05.2007 - 06.2008
Customer Service Agent / In-flight Service Coordinator
Spicejet Airlines Limited
09.2006 - 05.2007
Responsible Service Of Alcohol -
Clear To Work
Senior First Aid Certificate -
CBD College
Cabin Crew Training - Safety Emergency Procedures and Service Delivery
Emirates University
Diploma - Aviation Hospitality & Tourism Management: Aviation
Frankfinn Institute of Training
Bachelor of Commerce - Commerce
St.Xavier's College
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