Nicole Santos

• Oversaw all aspects of guest services, ensuring the smooth operation and on-time performance of the airline.
• Managed a team of 60 staff members across various areas, including Guest Check-In Services, Flight Departures, Virgin Australia Lounge, and Virgin Australia Club.
• Acted as the final point of contact for conflict resolution, handling both guest and staff issues to ensure satisfactory resolutions.
• Mediated between above wing and below wing services, including Engineering, Pit Crew/Ramp, and AMCO Operations.
• Performed various administrative tasks such as updating databases, preparing reports and responding to emails.
• Developed and implemented policies related to customer service standards and procedures.
• Developed and implemented training plans for new and experienced employees.
• Delegated work to staff, setting priorities and goals.
• Coached staff on strategies to enhance performance and improve customer relations.
• Managed the daily operations of Check-In and Boarding Gate areas, ensuring adherence to operating procedures in a fast-paced environment.
• Provided support and guidance to team members for their professional development within the company.
• Delivered polite and professional service to all guests, prioritizing their satisfaction.
• Managed and resolved escalated customer complaints effectively.
• Generated daily reports on staff, safety, and security.
• Collaborated closely with management, internal teams, and external customers to maintain high levels of service satisfaction.

Key Achievements:

• Maintained a perfect On-Time Performance score of 100% in all areas under my supervision.
• Achieved 100% safety compliance in accordance with the requirements of the Civil Aviation Safety Authority (CASA).

• Managed a team of up to 5 cabin crew members per flight sector, ensuring the timely and comfortable arrival of airline guests at their destinations.
• Led safety presentations on board, ensuring that guests were briefed on safety procedures.
• Prioritized On Time Performance, ensuring that the aircraft departed as scheduled and on time.
• Made guest-related decisions inside the aircraft, effectively resolving any issues that arose in a timely manner to maintain safety and performance.
• Acted as the primary liaison with the captain of the aircraft and airport staff, including Airport Movement Coordination and Guest Services.
• Ensured compliance with all Civil Aviation Safety Authority (CASA) requirements and provided suitable briefings to all staff members under my supervision.
• Coordinated emergency procedures for the aircraft, adhering to international standards and working closely with the captain to ensure compliance with CASA requirements.
• Oversaw safety requirements for aircraft, staff, and guests, prioritizing their well-being.
• Managed medical emergencies in accordance with CASA guidelines.