Lauren Rushworth

The CEM is integral to ensuring a continual focus on safety, service, succession planning and productivity, whilst cultivating a high-performance culture amongst a large, diverse and industrialised workforce. This includes performance management of 160 QAL Cabin Crew (direct reports) and Injury and Fitness for Work Management.

Coached employees on effective sales techniques and promoted cross-selling strategies to increase revenue. Monitored market trends and recommended product enhancements to drive innovation and improve offerings. Implemented staff training programs and conducted performance evaluations to support team development. Led recruitment, interviewing, and hiring processes to build a high-performing, knowledgeable sales team. Focused on enhancing the customer experience, with a strong emphasis on managing and supporting VIP clients to deepen engagement and loyalty

Overall leadership and management of over 80 Domestic and International Cabin Crew and Cabin Managers.
Responsible for attendance and reliability metrics to ensure quotas were met with a solutions-based focus to improve attendance within the the Customer Service department.
Improving employee engagement, on time performance and overall customer satisfaction.

Training, coaching and assessing Emergency Procedure knowledge inflight and overall performance management supporting Crew Performance Management.

Initially employed as Domestic Cabin Crew and promoted to Cabin Manager for Domestic in 2004, then International Customer Service Manager in 2007.

As part of the pre-opening team of the Westin Sydney Hotel, I was involved in designing the Executive Club service and managing the Front Office team and Manager on Duty responsibilities.