- Swimming & water polo
- Bike riding
- Travel
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Getting involved in local advocacy groups to promote positive change in the community
- Crafting and DIY Projects
- Engaging in food photography and sharing culinary creations on social media
Mark Hora
Erskineville,NSW
Summary
Dynamic and dedicated professional with extensive experience at Qantas Airways, excelling in customer service and conflict resolution. Proven track record of enhancing passenger satisfaction through effective communication and attention to detail. Strong leadership qualities and adherence to safety procedures, consistently achieving high performance ratings in fast-paced environments.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Flight Attendant
Qantas Airways
07.2002 - Current
- Delivered exceptional customer service, ensuring passenger comfort and satisfaction during flights.
- Conducted safety demonstrations and ensured compliance with aviation regulations and protocols.
- Managed in-flight services, including meal preparation and beverage distribution to enhance passenger experience.
- Assisted passengers with special needs, providing tailored support for smooth travel experiences.
- Collaborated with crew members to maintain efficient cabin operations and resolve issues promptly.
- Mentored junior flight attendants on safety procedures and customer service best practices.
- Implemented process improvements that enhanced operational efficiency and reduced turnaround times.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Resolved passenger conflicts and medical emergencies during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Ensured safety and comfort of customers onboard aircraft.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Promoted airline's loyalty program to passengers, increasing enrollment numbers.
- Maintained clean and orderly cabin environment throughout flights, enhancing overall passenger experience.
- Assured timely departures by efficiently completing all pre-boarding tasks.
Ground Staff Member
Qantas Airways
01.1998 - 07.2002
- Managed daily operations for passenger check-in and boarding processes.
- Ensured compliance with safety regulations and company policies during all activities.
- Trained new staff on operational procedures and customer service standards.
- Coordinated baggage handling, including sorting, loading, and tracking luggage.
- Assisted in resolving passenger inquiries and complaints effectively and efficiently.
- Collaborated with team members to maintain high levels of service during peak periods.
- Promoted a positive work environment through effective teamwork and open communication among colleagues.
- Provided exceptional customer service during irregular operations such as flight cancellations or rebooking situations.
- Contributed to increased on-time performance by effectively managing gate assignments and aircraft parking.
- Implemented new procedures to minimize flight delays due to weather disruptions or technical issues.
Admissions Officer
St Luke’s Hospital
08.1994 - 12.1997
- Evaluated applicant qualifications to ensure compliance with admission criteria.
- Coordinated campus tours and information sessions for prospective students and families.
- Developed comprehensive training programs for new admissions staff to enhance operational efficiency.
- Streamlined application processing procedures, reducing turnaround time for admissions decisions.
Guest Relations Officer
Sheraton on the Park
06.1992 - 06.1994
- Enhanced guest satisfaction through proactive communication and tailored service solutions.
- Resolved guest inquiries and complaints efficiently, ensuring positive experiences.
- Collaborated with departments to coordinate seamless guest arrivals and departures.
- Trained staff on customer service best practices, fostering a culture of excellence.
- Managed VIP guest relations, ensuring exclusive services and attention to detail.
Front Office Receptionist
Parkroyal Hotel Darling Harbour and Parramatta
07.1989 - 03.1992
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated reservations and handled inquiries using hotel management software.
- Provided exceptional customer service, addressing guest needs and resolving issues promptly.
- Trained new staff on front office procedures and hotel policies to enhance service quality.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
Education
Advanced Certificate -
Ryde Catering College
Ryde, NSWHigh School Diploma -
Holroyd High
Greystanes, NSWSkills
- Customer service
- Strong work ethic
- Attention to detail
- First aid
- Team collaboration
- Time management
- Professional appearance
- Safety procedures
- Emergency procedures
- Leadership qualities
- Cultural awareness
- Problem-solving
- Company policy adherence
- Conflict resolution
Accomplishments
- Currently work as a Team Leader as part of the team and to support the Customer Service Manger.
- London Base International Flight Attendant.
- A380 International Flight Attendant.
- During COVID worked with RPA hospital.
Certification
- Emergency Procedures
- Responsible Service of Alcohol
- Dangerous Goods
- Team Leader
Interests
Timeline
Flight Attendant
Qantas Airways
07.2002 - Current
Ground Staff Member
Qantas Airways
01.1998 - 07.2002
Admissions Officer
St Luke’s Hospital
08.1994 - 12.1997
Guest Relations Officer
Sheraton on the Park
06.1992 - 06.1994
Front Office Receptionist
Parkroyal Hotel Darling Harbour and Parramatta
07.1989 - 03.1992
Advanced Certificate -
Ryde Catering College
High School Diploma -
Holroyd High