Natasha Jones
Lennox Head,NSW
Summary
I am an enthusiastic, personable and energetic employee with 18 years experience in the customer service industry. For the last 14 years I have worked as a first and business class flight attendant for Qantas airways. I am very familiar with premium service standards for a variety of clientele. I have strong customer service, organizational and problem solving skills and excel working in a fast paced, time sensitive environment. I enjoy working with people and ensuring their expectations are not only met, but exceeded. I am seeking employment in dynamic work environment and feel my empathetic nature and vibrant personality could be an asset to your workplace. I am currently on maternity leave from my position at Qantas, however uncertain I will return due to now having two little boys at home.
Overview
17
17
years of professional experience
Work History
International Flight Attendant
Qantas Airways
09.2010 - Current
- As a first class and business class flight attendant, provide a premium service and ensure expectations are always achieved and surpassed.
- Ensure aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolve passenger situations during flight involving disorderly passengers and medical emergencies.
- Answer passengers' questions and provide solutions to issues arising during flights.
- Ensure safety and comfort of customers onboard aircraft.
- Remained current on industry regulations and changes affecting international air travel to provide accurate information to both colleagues and customers when necessary.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Ensured the safety of passengers by conducting pre-flight checks and adhering to strict safety protocols.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Collaborated with fellow crew members to create a welcoming atmosphere for passengers while upholding high standards of professionalism.
- Contributed to increased customer satisfaction by delivering top-notch in-flight service, including meal preparation and distribution.
- Handled emergency situations calmly and effectively, ensuring the safety of all onboard.
- Managed inventory levels on board aircrafts, reducing waste while ensuring adequate supplies for each flight''s specific requirements were available consistently.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Improved overall passenger satisfaction by staying alert and responsive to their needs throughout the duration of the flight.
- Supported new flight attendant hires by sharing knowledge of international flight procedures, contributing to their successful integration into the team roles.
- Promoted airline loyalty programs, leading to increased membership enrollment rates among frequent flyers on international routes.
- Enhanced passenger comfort by promptly addressing concerns and providing personalized assistance during long-haul flights.
- Demonstrated adaptability in handling varying workloads during peak travel seasons, maintaining consistent performance under pressure.
- Answered passenger questions and provided solutions to issues arising during flights.
- Facilitated smooth boarding processes by efficiently organizing passenger seating, luggage storage, and priority access for special needs passengers.
- Engaged professionally with passengers to improve satisfaction and exceed expectations throughout flight.
- Provided exemplary customer service through timely resolution of passenger complaints or issues during international flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Regularly participated in ongoing training programs to stay updated on safety procedures, customer service techniques, and airline policies.
- Maintained a clean and comfortable cabin environment throughout flights, resulting in positive feedback from passengers.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Relayed updates and information to passengers after confirming key details with pilot.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
Domestic Flight Attendant
Jetstar Airways
02.2010 - 08.2010
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- 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.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Answered passenger questions and provided solutions to issues arising during flights.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Trained new flight attendants, equipping them with skills needed to maintain high service standards.
- Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
Bartender
Ryans Bar
07.2009 - 01.2010
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
Sales and Marketing
Redbull Australia
09.2007 - 06.2009
- Collaborated with sales and marketing teams to develop targeted campaigns based on research findings.
- Enhanced collaboration between sales and marketing departments, leading to more effective go-to-market strategies.
- Collaborated with sales and marketing teams to create and execute promotional campaigns.
- Collaborated with sales and marketing teams to identify new product opportunities based on market trends and customer needs.
- Increased division revenue by implementing strategic sales and marketing initiatives.
- Fostered strong collaboration between sales and marketing departments, aligning goals and strategies for demand generation success.
- Championed the adoption of new technologies within the Sales and Marketing department, bolstering the team''s capabilities and equipping them for success in an ever-evolving business landscape.
Education
Bachelor of Science - Naturopathic Medicine
Endeavour College of Natural Health
Gold Coast, QLD2030
High School Diploma -
Loreto Normanhurst
Normanhurst, NSW12.2006
Skills
- Customer Service (17 years)
- Ability to multitask in fast paced, time sensitive work environment
- Expert People skills
- Problem solving and resolutions focused
- Professional Etiquette
- Strong Work Ethic and Dedication
- Schedule Management
- Cross-cultural communication
- Guest Services
- Hospitality service expertise
- Interpersonal communications
- Passenger Behaviour Monitoring
- Guest Greeting
- Brand Promotion
- Ticket Checks
- Safety Monitoring and Assessment
- Knowledge of various aircraft systems
- Housekeeping
- Premium food and beverage service skills
- Silver service
- Bartending
- Reading peoples behaviour
- Food and Beverage Service
- Verbal and written communication
- Basic first aid
- Emergency Situations Management
- Training and coaching
- Cultural Sensitivity
- Travel documentation
- Business class service
- FAAA Regulations
- Security awareness
- Administrative tasks
- Social Perceptiveness
- Menu presentation
- Conflict Mediation
- Airline Operations
- Personal grooming
- Special dietary needs
- Alcohol Service
- Jet lag management
- Foreign Currency Exchange
Accomplishments
I was selected by Qantas management as one of two International Flight Attendants to operate John Travolta's Boeing 707. We were responsible for ferrying 15 platinum one frequent flyers around Sydney with two of his permanent members of staff.
Hobbies
We have been fortunate enough to live in the northern rivers for many years now and have recently purchased a home here. I love nothing more than staying fit and healthy. My partner and I have two beautiful little boys, aged three and ten months old, who keep us very active and constantly outdoors on the beach and in nature.
Timeline
International Flight Attendant
Qantas Airways
09.2010 - Current
Domestic Flight Attendant
Jetstar Airways
02.2010 - 08.2010
Bartender
Ryans Bar
07.2009 - 01.2010
Sales and Marketing
Redbull Australia
09.2007 - 06.2009
Bachelor of Science - Naturopathic Medicine
Endeavour College of Natural Health
High School Diploma -
Loreto Normanhurst
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