TIMOTHY HARDY

- Department Manager- Brisbane

- Managed 15 staff from various departments, including Stewards, Marine Crew, Cleaning and Maintainence.
- 86% minimum result on audits relating to maintenance, cleanliness, provisions and vessel readiness
- Drove wage cost decrease by 1% in initial 6 months of employment
- Authored 8 new policies, procedures and processes, relating to guest experience, RSA, conflict resolution and WH & S.
- Staff retention of 89% or over one year employment. Comparatively Gold Coast base 74% or 6 months.

- Induction, training, professional growth oversight. "Walk and talk program" introduced to create openness and inclusivity.

- Leadership of 40 staff ranging from Chefs, Kitchen Hands, Food Runners, Supervisors. Defining and communicating clear targets and objectives to team members.
- Meal Delivery KPI's averaged 86%

- Kitchen and Meal preparedness averaged 82%.
- Oversight of WH&S, policies, procedures, processes.
- Kronos, EmploymentHero, Deputy program expertise.

- Budget control for provisions, staffing, over time. Under budget 91% of shifts managing.

- Professional development of subordinates, leading to staff retention of 82% or 2 years of service.

- Led and managed teams ranging from 6 to 17 members, ensuring the delivery of exceptional service standards.
- Pre-flight briefings on WH&S, workplace expectations, emergency procedures.

- On-time Performance of departures 87%.

- On-time Performance of arrivals 81%.

- Staff retention of 8 years over Brisbane base of 110 staff.

- Customer satisfaction results of 82% on flights supervised.
- Jet operations of 360 passengers.

- Problem-solving. Incorrect meal loading, dietary meals not be catered, incorrect seating for families, priority guest misinformation for onward bookings.

- Managed daily operations of private jet operations. Booking hotels, accommodation, slots. Provisions and supplies for private jet operation globally and interstate.

- On-time Performance of 97%. No delays due to operational inputs.
- Global relationships.

- Managed conflicting priorities. Timeslot changes, provisions delivery, aircraft maintenance and cleaning.
- Problem-solving. Early departures, re-organising provisions, visas for last minute port changes.

- Calendar Co-ordination. Organised meetings, inspections, social affairs for employer and wife.

- Legal and Aviation Accumen. Visas, passports, paperwork and legalities of private jet operations.

- Fostered enduring relationships with both new and repeat customers, providing primary customer support in a high-volume environment.
- Mentored new hires on equipment operation and safety protocols, developing a comprehensive training manual for ongoing reference.
- Acted as the main liaison between customers and QANTAS management, ensuring seamless communication and service delivery.
- Ensured a superior customer experience by addressing concerns with empathy, consistently resolving issues.
- Successfully mediated conflicts and negotiated mutually beneficial agreements between involved parties.
- Communicated clear service expectations and quality goals to team members, setting the standard for excellence.