Tania Manis
Sydney,NSW
Summary
Dynamic professional with extensive experience at Qantas Airways, excelling in premium customer service and team management. Proven ability to influence stakeholders and drive operational excellence. Adept in crisis management and event coordination, consistently delivering exceptional experiences for high-profile clients while fostering strong relationships across diverse sectors.
Overview
38
38
years of professional experience
Work History
Chairman’s Lounge Host
Qantas Airways Limited
02.2011 - Current
- Providing a premium and personalised service to influential members of the business and corporate world i.e. people of influence, politicians, major CEOs, Consul Generals, past and present Prime Ministers and Presidents
- Oversaw operations in three upscale lounges, directing 55 staff members in resourcing, food and beverage services, and cleaning activities.
- Inspired team to achieve exceptional standards in customer interactions
- Liaised with external stakeholders and departments to facilitate daily lounge operations
- Ensured timely boarding for customers to maintain smooth airline operations
- Working with discretion at all times is a key attribute of the role; this includes maintaining a personalised relationship with Qantas Executives and Board
Lounge Learning Facilitator
Qantas
07.2023 - Current
- Facilitating engaging training sessions for new Lounge Team staff in CM Altea Management
- Mentored new facilitators on best practices and effective teaching methodologies.
- Collaborated with management to identify skills gaps and training needs within teams.
- Continuing updated training modules
Customer Care Specialist
Qantas
06.2021 - 08.2021
- Covid Crisis Management
- Small team put together to assist in managing the over load of customer complaints during Covid lockdown
- Trained in Saleforce to create customer care cases
- Clearing crisis emails approx 20,000 and re directing to respective departments to be assessed
- Following up on case files with solutions
- Resolved customer complaints by utilizing conflict resolution techniques and empathy.
Centrelink Crisis - Specialist
Service NSW
03.2020 - 10.2020
- intense training for 2 weeks to cover Centrelink rules & regulations
- Responding to customer calls and establishing clear identification checks
- Assisiting Australian residents with Job Keeper applications & Economic supplement applciations
- Idenifying suspicious activities
- Handpicked to specialise in Aged Care & Disability Payments
Qantas Lounge Agent
Qantas Airways Limited
03.2008 - 02.2011
- Provided premium customer service to Qantas’ frequent flyers i.e. Platinum, Gold and Silver
- Ensured seamless travel experience from curbside to take-off for Qantas customers
- Worked actively to develop and maintain professional relationships with customers and their representatives
- Managed and organized lounge products and services to enhance guest satisfaction
- Addressed domestic fares and ticketing enquiries to resolve customer issues promptly
- Liaised with internal departments to facilitate customer service recovery
Customer Service Agent & Floor Trainer
Qantas Airways Limited
03.2008 - 09.2008
- Delivered exceptional customer service while actively engaging in operational training to improve team readiness.
- Ensured all check-in agents and supervisors transitioned seamlessly to a new check-in system
- Monitored compliance with security legislation, ensuring adherence to safety protocols for all personnel.
- Applied knowledge of airport procedures to streamline operations and maintain safety standards.
Director
Manii Group
04.2007 - 08.2015
- Managed exclusive imports of European jewels and accessories for wholesale distribution to Australian boutiques
- Established communication with overseas suppliers and executed orders to ensure timely product availability.
- Attended International Jewellery Expos in Athens to purchase seasonal samples for display in Australia
Freelance Makeup and Nail Artist
09.1996 - 11.2006
- Accept private commissions to perform make-up and nail artistry
- Provide private services to weddings, fashion shows and other special occasions
- Managed Lancôme Cosmetic Counter in David Jones, overseeing daily operations and customer service excellence
- Contributed to successful product launches for fragrances and cosmetics, enhancing brand presence and consumer interest
- Executed sales and promotional strategies to enhance customer engagement and drive product visibility
- Performed all merchandising and administrative duties including inventory
Owner and Administrator
Crown Street Café
08.1993 - 09.1996
- Catered daily for prestigious companies such as Ken Done, Seafolly, and BMW, enhancing brand reputation through quality service.
- Managed all aspects of a 40-seat café, ensuring efficient operations and customer satisfaction.
- Executed administrative tasks for small business, including scheduling, purchasing, stock control, cash management, bookkeeping, and accounts, to support smooth operations.
Owner
A&N Deli
McMahons Point, NSW
01.1991 - 12.1992
- Owned and managed all facets of operating a convenience store in McMahon’s Point NSW
- Opened 7 days a week, providing home delivery service for high-profile clients and enhancing customer convenience
- Expanded business to include gourmet lunch bar, catering to local businesses and increasing customer base
- Established strong relationships with suppliers and customers, resulting in increased patronage and referrals
International Securities Analyst
AMP Society
09.1987 - 01.1991
- Monitored European Stock Exchange to identify market trends and investment opportunities
- Forecast share performances based on historical data and market analysis
- Analysed and reported on performances of options and warrants to inform trading strategies
- Analyzed industry data to identify comparative performance metrics
- Developed industry sources and analytical methodologies
Education
Bachelor - Computer Science
Institute of Technology of Athens
Athens01.1987
Higher School Certificate -
International High School of Athens
Athens01.1986
Skills
- Airport Service Standards
- Attention to detail
- Resiliency & dedication
- Ability to crisis manage & navigate through major disruptions to minimise service failures to our VIP's & CL's
- Event coordination
- Elite level of customer service
- Stakeholder liaison
- Implemented current and previous L6 rosters
- High development skills in Microsoft Word
- Heavily involved and influencing the Product & Service Team with innovative ideas for CL
- Initiated re modelling of Meal Room ( currently in progress with designers and suppliers)
- Leadership
- Decision Making
- Influencing skills
- Verbal & Written Communication
- Senior Roster Committee member ( Level 6 )
References
Available upon request
Compliance Courses
- Comply with Aviation Safety and Security regulations
- Comply with Corporate and Divisional Service Standards
- Comply with the Group management system standard and associated policies in the workplace
Timeline
Lounge Learning Facilitator
Qantas
07.2023 - Current
Customer Care Specialist
Qantas
06.2021 - 08.2021
Centrelink Crisis - Specialist
Service NSW
03.2020 - 10.2020
Chairman’s Lounge Host
Qantas Airways Limited
02.2011 - Current
Qantas Lounge Agent
Qantas Airways Limited
03.2008 - 02.2011
Customer Service Agent & Floor Trainer
Qantas Airways Limited
03.2008 - 09.2008
Director
Manii Group
04.2007 - 08.2015
Freelance Makeup and Nail Artist
09.1996 - 11.2006
Owner and Administrator
Crown Street Café
08.1993 - 09.1996
Owner
A&N Deli
01.1991 - 12.1992
International Securities Analyst
AMP Society
09.1987 - 01.1991
Bachelor - Computer Science
Institute of Technology of Athens
Higher School Certificate -
International High School of Athens