ELLE PHILLIPS
Sydney
Summary
An aviation professional with 14.5 years at Virgin Australia, operating across premium lounge environments, beyond lounge operations, boarding gates, check in, and operational disruption management within fast paced airport operations, bringing proven capability in leading from the floor, stabilising operations under pressure, and delivering consistent premium guest experience standards across lounge and broader airport environments. Deeply passionate about premium product environments and high value guest experiences, with a strong focus on leading and supporting guest experience and team performance at an elevated standard. Known for calm leadership, operational clarity, and maintaining seamless service delivery across multiple operational areas. Strong stakeholder relationship capability, built through consistent collaboration with Airport Operations, F&B partners, Cleaning, Facilities, and internal leadership teams to ensure aligned execution and seamless curb to cabin premium guest experience journeys. Supported by luxury client experience expertise with Christian Dior and Gucci, bringing strong capability in client engagement, storytelling, retention and high touch service delivery. Strong alignment to Virgin Australia values through a guest-first mindset, collaborative leadership style, accountability in execution, and commitment to creating an environment where both guests and team members feel valued, supported, and elevated.
Overview
15
15
years of professional experience
Work History
Guest Services Coordinator
Virgin Australia
Sydney
01.2011 - Current
- A key operational presence across both premium lounge and beyond lounge environments, ensuring seamless guest experience delivery and operational flow across the full airport journey.
- Support Lounge Leader in daily operational execution, service flow, and team coordination
- Lead from the floor across lounge and beyond lounge environments to maintain consistency and service excellence
- Coordinate frontline teams across peak periods, gates, check-in, and disruption management.
- Deliver real time operational decision support during irregular operations and high pressure and volume periods.
- Ensure seamless guest movement and experience continuity across multiple service touchpoints
- Manage guest escalations with calm, professional, solution focused execution
- Maintain premium service standards across all guest facing environments
- Build and maintain strong stakeholder relationships across Airport Operations, F&B partners, Cleaning, Facilities, and internal teams to ensure aligned execution and seamless service delivery
- Reinforce a disciplined, guest first and service led culture across all areas.
Client Advisor
Christian Dior
- Delivered elevated luxury client experiences grounded in personalisation and detail
- Strengthened client retention through meaningful relationship engagement
- Applied storytelling to communicate heritage, craftsmanship, and brand identity
- Managed VIP clientele with discretion, precision, and elevated service standards
- Executed high-touch luxury experiences aligned to brand expectation
Senior Client Advisor
Gucci
- Built and sustained long term client relationships through tailored engagement
- Delivered personalised styling aligned to individual lifestyle and preference
- Drove client retention through structured clienteling and follow up strategy
- Maintained consistent luxury service execution in a high performance environment
- Contributed to a strong service culture and team performance standards
Education
Willunga High School
Willunga , SASkills
- Premium Lounge Operations
- Beyond Lounge Operations
- Frontline Team Leadership
- Coaching
- High Value Guest Experience
- VIP Guest Experience Delivery
- Operational Decision Making
- Disruption Management
- Irregular Operations Management
- Stakeholder Relationship Management
- Cross Functional Collaboration
- Service Flow Management
- Standards Ownership
- Environment Ownership
- Multi-Environment Operations
- Team Support
- Engagement
- Performance Uplift
- Passion for Premium Environments
- Leadership Presence
- Operational Calm
- Multi Skill Execution
- Service Excellence
- Team Enablement
- Guest Centric Leadership
Accomplishments
- Virgin Flair Winner /Safety Compliance
References
- Lynn Rees, Lynn.Rees@virginaustralia.com, +61 438 523 500
- Paula McCauley, Paula.McCauley@virginaustralia.com, 0431 979 921
Leadership Approach
A visible, calm, and present leader who leads from the floor. Focused on operational clarity, team alignment, and maintaining premium guest experience standards across lounge and beyond lounge environments.
Core Capability
- Premium Lounge & Beyond Lounge Operations
- Frontline Team Leadership Support & Coaching
- High Value & VIP Guest Experience Delivery
- Operational Decision Making in Real Time
- Disruption & Irregular Operations Management
- Strong Stakeholder Relationship Management
- Cross Functional Collaboration (Airport, F&B, Facilities, Cleaning)
- Service Flow, Standards & Environment Ownership
- Multi-Environment Airport Operations (Lounge + Terminal)
- Team Support, Engagement & Performance Uplift
Timeline
Guest Services Coordinator
Virgin Australia
01.2011 - Current
Client Advisor
Christian Dior
Senior Client Advisor
Gucci
Willunga High School