Tayla Smith
Perth
Summary
Ground crew professional with extensive expertise in the airline industry, known for driving operational efficiency and enhancing customer satisfaction. Demonstrates strong communication with skills in conflict resolution, problem-solving, and adapting to evolving demands. Known for reliability, flexibility, and delivering consistent results in dynamic environments.. Passionate about fostering positive inter-departmental relationships and continuous improvement in high-pressure environments.
Overview
17
17
years of professional experience
Work History
Gate Supervisor/AMCO agent
Swissport
01.2022 - Current
- Supervised gate operations, ensuring timely aircraft departures
- Coordinated with crew, ground staff, and passengers to maintain safety protocols and service standards
- Ensured strict adherence to aviation regulations and SOPs
- Communicate efficiently with ramp for correct figures to implement into flight close messages
- Coordinate flight departures and turn-arounds ensuring aircraft is catered, refuelled, loaded, and boarded in correct timeframe whilst ensuring SOPs are met
- Collect data to allocate precise delay codes, driving improvements and recognising achievements in the operation
- Maintained accurate flight documentation and passenger manifests for regulatory compliance
- Coached streamlined gate processes, reducing turnaround times, and enhancing overall operational efficiency in high-pressure airport environment
- Fostered strong inter-departmental relationships, facilitating smooth communication between airline crew, ground handlers, and Perth Airport
- Drive continuous improvement in gate operations, leading to measurable enhancements in on-time performance and safety
International Supervisor/Lounge Supervisor
Aerocare Flight Support
12.2015 - 02.2020
- Orchestrated complex flight operations, managing multiple departures and overseeing 10+ staff
- Streamlined processes to enhance efficiency and guest satisfaction
- Providing seamless travel to VIP guests, offering a personalized experience by maintaining knowledge of preferences for; seating, boarding, food and beverage and personal interests
- Organising and booking Boardrooms and Meeting Rooms for both VIP Club guests and Lounge guests
- Fostered a cohesive team environment, addressing staff concerns and conducting performance appraisals
- Ensured seamless operations through effective communication and leadership
- Demonstrated comprehensive knowledge of Virgin Australia aircraft, policies, and procedures
- Expertly handled disruptions, utilizing problem-solving skills in high-pressure situations
- Delivered personalized VIP experiences, maintaining guest preferences and coordinating exclusive services
- Resolved complaints promptly to maintain customer satisfaction
- Implemented strategies to uphold company standards, coaching staff and optimizing lounge operations
- Consistently met targets for guest satisfaction and operational efficiency
- Completing Payroll and timesheets
Airline Agent
Aerocare Flight Support
06.2011 - 12.2015
- Handling flight disruptions rebooking and accommodating guests during cancellations and delays
- Managed complex passenger logistics, ensuring seamless travel experiences for diverse clientele across domestic and international flights
- Facilitated smooth operations at boarding gates, coordinating with team members to efficiently manage passenger flow and flight schedules
- Provided exceptional customer service, assisting non-English speaking guests and those requiring special accommodations throughout their journey
- Verified travel documents, applied correct fees, and processed various payment methods, ensuring compliance with airline policies and procedures
- Resolved baggage-related issues promptly, locating lost items and processing damage claims to maintain high customer satisfaction levels
Office Support/Receptionist
Molier & Gasson Accountant
12.2007 - 06.2010
- Acknowledging and greeting clients upon arrival
- Received and assisted clients, escorting them to correct offices and meeting rooms
- Schedule client’s appointments
- Prepared incoming and outgoing mail and packages
- Worked independently and collaboratively on assigned tasks
- Filing and record keeping
Education
Aviation Management -
Griffith University
12-2025
Bachelor of Psychology and Addiction studies -
Edith Cowan University
06.2016
Western Australia Certificate of Education -
Mt Lawley Senior High School
01.2007
Skills
- Project management
- Communication
- Self-motivated
- Customer oriented
- Team building
- Leadership
- Complaint resolution
- Complex problem solving
- Cross cultural communications
- Strategic planning
- Training
- Development
- Customer service management
- Microsoft Suite
Accomplishments
- Assisted with implementation of new check in system change over.
- Met timelines with OH&S audits, scheduled works ahead of due date ensuring timely responses.
- Trained in all departments in the Virgin Australia ground operations.
- During role as AFL Ambassador initiated and cultivated strong working relationship with each Australian Football League team.
- Initiated mentoring program to new staff to increase knowledge and create a support system.
- Maximise both staff and guest's knowledge on new products and SOPs.
Operations management
- Responsible for coordination of more than twenty simultaneous scheduled domestic flights on a regular basis.
- Responsible for coordination of more than three simultaneous scheduled international flights on a regular basis.
- Responsible for coordination of front desk, food & beverage, and cleaning team in the Virgin Australia lounge daily.
- Delegated as a member of the 'Assist Team' during the opening of new Virgin Australia terminal.
- Taking a proactive stance to complete all safety reports to prevent potential risks to both staff and customers and identifying contingency plan to resolve potential risks.
- Participate in negotiations with senior management and stakeholders on significant improvements or changes.
- Handling customer complaints while identifying problems and taking appropriate corrective action in a timely manner.
- Disruption management coordinating, using extensive communication and problem solving to rebook delayed and cancelled flights and organizing accommodation for impacted guests.
- Preparation of reports on matters that relate to banking, safety, airline performance and staff performance.
References
- Luvena Staats
Swissport
luv.staats@swissport.com.au
+61 430277960
- Dave De Olival
Swissport
d.deolival@swissport.com.au
+61 430 249 171
Timeline
Gate Supervisor/AMCO agent
Swissport
01.2022 - Current
International Supervisor/Lounge Supervisor
Aerocare Flight Support
12.2015 - 02.2020
Airline Agent
Aerocare Flight Support
06.2011 - 12.2015
Office Support/Receptionist
Molier & Gasson Accountant
12.2007 - 06.2010
Bachelor of Psychology and Addiction studies -
Edith Cowan University
Western Australia Certificate of Education -
Mt Lawley Senior High School
Aviation Management -
Griffith University
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