Imigen Bourke

• Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
• Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
• Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
• Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
• Uphold the highest safety standards in strict compliance with Qantas operational procedures and CASA regulations, including emergency procedures, first aid, and in-flight security protocols
• Anticipate and respond to customer needs with care, empathy and professionalism, ensuring every passenger feels welcomed, supported and valued throughout their journey.
• Contribute to a collaborative and high-performing team environment, actively supporting team members and fostering a positive onboard
• Adapt to dynamic situations calmly and professionally, always placing safety and customer care at the forefront of decision-making.
• Maintain impeccable hygiene standards across all cabin areas, ensuring a clean, fresh, and safe environment for passengers and crew.

In this role i supervised all departments of the hotel, mostly working as a supervisor night shift worker in the gaming room, sports bar and cocktail bar. Occasionally assisting in functions held at the hotel.

• Motivated team by giving constructive feedback to deliver exceptional customer service skills.
• Maintained high standards of customer service during high volume work shifts and fast paced operations.
• Implemented performance, quality and efficiency measure to achieve production goals.
• Addressed complaints quickly by actively listening to concerns and apply affective issue resolution skills to come up with a mutual solution.
• Banking large amounts of money, issuing cheques and dealt with cash handling up to $20,000.
• Performed duty of security for venue.

This is a position I most enjoyed for the short time being, I worked closely in an art studio with other creative artists and helped assist in making our clientele leave with a memorable experience! I did this by providing guests with my exceptional customer service skills and positive and uplifting attitude while teaching them one of my favourite hobbies - painting!