Martin Kerr
Albany Creek, Brisbane,Australia
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
34
34
years of professional experience
Work History
Customer Service Officer/Floor Co-ordinator
Aus Flight Handling (REX Airlines)
Brisbane, QLD
12.2022 - 08.2024
- Greeted passengers and provided information about departure and arrival times.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Resolved customer complaints in a timely manner.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Performed check-in procedures for both domestic and international flights.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Processed refunds, exchanges, and upgrades when necessary.
- Filed reports of passenger complaints or incidents that occurred during travel process.
- Checked luggage for proper weight distribution according to aircraft specifications.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Ensured the smooth operation of daily airport activities.
- Monitored and evaluated staff performance, providing feedback and guidance to improve productivity.
- Pre-flight editing to ensure all SSR and Frequent Flyer passengers were seated according to standard operational procedures.
- Monitoring and allocation of staff breaks to always ensure accurate coverage.
- Processed, filed, and followed up on lost and damaged baggage, and coordinated timely return to passengers.
- Monitored aircraft zones, ensured exit row compliance, and closure of flights.
Cabin Crew Member
Virgin Australia
Brisbane, QLD
01.2017 - 12.2020
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Cleaned and serviced all areas of aircraft, including cabin, galleys and lavatories.
- Completed accurate audits of aircraft following cleaning and sanitization procedures.
- Stocked cabin with safety guides, airsick bags, cleaning supplies and other necessary items after every flight.
- Verified required equipment and related maintenance, sending parts out for service to resolve complex issues.
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Offered answers to passengers' questions and resolved issues that arose during flights.
- Followed safety, passenger and supply pre-flight checklists.
- Dealt with mechanical and passenger emergencies according to standards.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Kept cabin neat, clean and professional in appearance.
- Demonstrated proper use of seat belts, oxygen masks and flotation devices to prepare for emergencies.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Greeted passengers to assist in finding seating assignments and properly stowe items in overhead or under-seat storage.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Executed menu and drink orders to meet preferences of passengers.
- Restocked and organized food, beverage and passenger items inventory.
- Managed refreshments cart at scheduled intervals to give passengers food and beverages.
Guest Service Agent/Crew Trainer
Virgin Australia
Brisbane, QLD
01.2016 - 01.2017
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Entered information in SABRE system to maintain updated details related to customer ticket orders, reservations and payment method.
- Greeted crew members, flight attendants and passengers.
- Tagged checked baggage with appropriate destination with 100% accuracy rate.
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Trained and signed off crew with new procedures and equipment ensuring compliance and safety.
Ground Operations Trainer
Virgin Australia
Brisbane, QLD
07.2012 - 01.2016
- Coordinated and trained on multiple projects and tasks to ensure high quality and timely delivery.
- Developed and coordinated training to help individuals learn company policies and procedures and job tasks.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Worked with subject matter experts to validate relevancy of content.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Notified stakeholders regarding behavioral concerns, attendance tracking and additional pertinent information relating to achievement of effective training.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Prepared hard copy training materials, module summaries, videos and presentations.
- Created tests, exercises and role-plays for courses to verify competency.
Airport Movement Coordinator
Virgin Australia
Brisbane, QLD
02.2011 - 06.2012
- Worked effectively with fellow team members in fast-paced and intense environments.
- Maintained operations compliance with CASA, and airport regulations.
- Supervised airfield operations, including arrivals, departures, and fuelling, identifying and addressing concerns promptly to maintain targets.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support, and transport personnel and passengers away from critical scenes.
- Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
- Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
- Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
- Prioritized and organized tasks to efficiently accomplish service goals.
Guest Service Agent
Virgin Australia
Brisbane, QLD
10.2007 - 06.2012
- Corrected guest issues promptly with knowledgeable and friendly service.
- Managed customer complaints and rectified issues to complete satisfaction.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Managed gate, ramp and cabin services for each flight.
- Utilized PA system to announce departures and changes to landings.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Processed reservations and issued travel and hotel vouchers.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Carried and operated radio or pager to communicate with airport personnel.
- Keyed passenger information into ticketing reservation system to process boarding passes.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Operated computerized system to handle ticketing and check-ins.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
Funeral Celebrant
Self Employed
Brisbane, QLD
04.2005 - 08.2007
- Assisted funeral director in coordination of services.
- Communicated with funeral attendees to provide information and facilitate organized services.
- Offered comfort and counseling to address bereaved family members' needs.
- Meet with families to discuss the funeral and the type of service required.
- Quickly developing a repore with the family to gain knowledge and have a good understanding of who the person was, their personality traits and life they lived.
- Assist in planning the funeral service, including readings, poems and music.
- Deliver a funeral service which reflects on the life of the deceased and gives all attendees the opportunity to say goodbye
Funeral Director
Metropolitan Funerals
Brisbane, QLD
06.2003 - 03.2005
- Removed deceased from place of death and transported to funeral home.
- Led and directed funeral and graveside services.
- Completed and filed all necessary legal documentation quickly and accurately.
- Prepared death certificates and drafted obituaries.
- Arranged for clergy members to perform funeral services.
- Addressed all client questions and requests for information relating to funeral services and pricing.
- Arranged funerals consistent with each family's heritage and religious beliefs.
- Consulted with families of deceased regarding final arrangements tactfully.
- Consulted with families of deceased to make funeral arrangements.
- Scheduled funeral services, coordinated burials and arranged cremations.
- Implemented pre-need arrangement program for funeral services, which guaranteed specific prices and secured clients' company trust.
- Participated in community activities for funeral home promotions and other purposes.
- Obtained information to complete death certificates or burial permits.
National Conference Manager
Christie Corporate
Brisbane, QLD
12.2000 - 03.2003
- Coordinated event catering, signage, displays, security and transportation for participants.
- Met with service providers to evaluate offerings and pricing structures.
- Promoted conventions and trade shows through social media and email newsletters.
- Improved results continuously by conducting thorough reviews of events' successes and failures.
- Inspected event facilities to verify conformance to customer requirements.
- Attended and participated in industry events.
- Booked venues, developed guest lists and organized catering services to plan events and department activities.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Closed deals by professionally presenting banquet, event and business meeting options to potential customers.
- Brought in consistent leads through cold calling, soliciting referrals and networking.
- Coached, developed and motivated team to achieve revenue goals.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Restaurants Manager
Pacific Bay Resort
Coffs Harbour, NSW
04.1998 - 09.2000
- Oversaw two restaurants and bars food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Developed and implemented budgets, met or exceeded sales targets, hired, trained and supervised team members and fulfilled dining needs and desires of patrons.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Evaluated and analyzed levels of guest satisfaction and focused on continuous improvement and innovative foodservice solutions.
- Created and delivered orientation and training for new team members and professional development activities for experienced associates.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Spearheaded and executed food and beverage marketing and promotional programs, met with potential clients and members and arranged meetings, banquets and facility tours.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Optimized profits by controlling food, beverage and labor costs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Performed opening and closing procedures each day.
Restaurants Manager
Novotel Opal Cove Resort
Coffs Harbour, NSW
03.1996 - 11.1997
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Optimized profits by controlling food, beverage and labor costs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Oversaw training of supervisors to develop leadership and customer service skills.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Managed daily operations and processes for reservations, budgeting and forecasting.
Assistant Restaurant Manager
Novotel Brighton Beach Resort
Sydney , NSW
09.1995 - 03.1996
- Maintained entire look of restaurant, keeping it clean and inviting at all times.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Interacted with customers to gauge responsiveness to hospitality and menus.
- Interviewed and hired new workers offering great personalities, fantastic restaurant experience and desire to work hard.
- Enforced and adhered to high-standards of cleanliness and organization throughout work and serving areas to remain compliant with company policies and regulatory requirements.
- Counseled and disciplined restaurant staff to maintain compliance standards, and performance requirements.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Assisted personnel with duties and tasks during high-volume periods.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
- Mentored front of house personnel on company policies customer service techniques and professional communication.
Room Service Manager
Novotel Brighton Beach Resort
Sydney, NSW
06.1994 - 09.1995
- Stocked server areas with supplies before, during and after shifts.
- Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.
- Engaged pleasantly with patrons and delivered information on beverage specials to encourage positive dining experience.
- Coordinated with kitchen staff to place orders for meals daily.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
General Services Manager
Bexley Private Hospital
Sydney, NSW
02.1991 - 10.1993
- Gathered customer requirements and worked with catering team in implementing specifications.
- Managed servers and staff members to effectively foster team-oriented environment.
- Worked with chefs to prepare custom menus, special meals and beverages.
- Priced and ordered food products, kitchen equipment and food service supplies.
- Supervised staff preparing and serving meals each day.
- Liaised with Dietician to develop special dietary requirements.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Collaborated with nursing staff to respond promptly to guest requests and promote positive experience.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Liaised with vendors to obtain best pricing for housekeeping supplies and guest toiletries.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
Education
Certificate IV (TAE)
Careers Australia
Brisbane, QLD11.2016
Supervisor Development
ACCOR
Sydney, NSW12.1997
Butler School
Magnums
Melbourne, VIC11.1988
Customer Service
Sheraton Hotels
Sydney, NSW01.1987
High School Diploma -
Marist Brothers Pagewood
Sydney08.1977
Skills
- Excellence in Customer Service
- Proficient in Microsoft Office and SABRE
- Team building and supervision
- Training & Development
- Communication
- Working Collaboratively
Timeline
Customer Service Officer/Floor Co-ordinator
Aus Flight Handling (REX Airlines)
12.2022 - 08.2024
Cabin Crew Member
Virgin Australia
01.2017 - 12.2020
Guest Service Agent/Crew Trainer
Virgin Australia
01.2016 - 01.2017
Ground Operations Trainer
Virgin Australia
07.2012 - 01.2016
Airport Movement Coordinator
Virgin Australia
02.2011 - 06.2012
Guest Service Agent
Virgin Australia
10.2007 - 06.2012
Funeral Celebrant
Self Employed
04.2005 - 08.2007
Funeral Director
Metropolitan Funerals
06.2003 - 03.2005
National Conference Manager
Christie Corporate
12.2000 - 03.2003
Restaurants Manager
Pacific Bay Resort
04.1998 - 09.2000
Restaurants Manager
Novotel Opal Cove Resort
03.1996 - 11.1997
Assistant Restaurant Manager
Novotel Brighton Beach Resort
09.1995 - 03.1996
Room Service Manager
Novotel Brighton Beach Resort
06.1994 - 09.1995
General Services Manager
Bexley Private Hospital
02.1991 - 10.1993
Certificate IV (TAE)
Careers Australia
Supervisor Development
ACCOR
Butler School
Magnums
Customer Service
Sheraton Hotels
High School Diploma -
Marist Brothers Pagewood