Summary
Overview
Work History
Skills
Timeline
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HILDA WANJIKU THUKU

DUBAI

Summary

Highly motivated individual with 13 years of experience with supporting cabin crew management in service delivery as well as in crew planning operations.Great interpersonal skills, expertise in calender management, policies & procedures, able to provide exceptional customer service and work under pressure

Overview

21
21
years of professional experience

Work History

Crew Planning Officer

Emirates Airlines
11.2023 - Current
  • Work effectively with team members to maintain efficient operations.
  • Collaborate with cross-functional teams to develop strategies for optimizing resource utilization during peak periods.
  • Handle multiple demanding tasks simultaneously, ensuring timely completion with precision in scheduling.
  • Enhance crew scheduling efficiency by streamlining communication processes between departments.
  • Analyze historical data to forecast future workload trends, enabling proactive adjustments to scheduling strategies and resource allocation.
  • Enhance team collaboration with clear communication ideas and suggestions
  • Improve overall efficiency by identifying areas for process improvement within the scheduling function and recommending actionable solutions.
  • Enable timely decision making by providing accurate real time information on resource availability and utilization of cabin crew.
  • Fully assist the Crew Planning Controller in all aspects and complexities of the resource and roster planning functions for both flight and cabin crew
  • Facilitate roster changes with thorough attention to detail.
  • Manage Pre-Operations planning functions for flight and cabin crew published rosters, ensuring the coverage of uncrewed open trips.

CREW CONNECT COORDINATOR

Emirates Airlines
10.2017 - 10.2023
  • Answer all incoming crew telephone calls and emails with professionalism
  • Maintain strict confidentiality regarding corporate and crew data as per the general data protection policy
  • Ensure clear verbal and written communication to crew, stakeholders
  • Work closely with Crew Duty manager, Scheduling and roster planning team in regards to crew roster changes and queries and ensure minimal operational disruption
  • Be Empathetic while reviewing the crew emergency leave requests and make the appropriate decision as per the HR guidelines and respond to the crew with approval or rejection status
  • Manage the crew process for Late, offload, absenteeism and update roster and schedule meetings with the respective crew manager
  • Ensure that I comply with the department calls quality checklist
  • Use of open and closed questioning during calls to obtain relevant information quickly
  • Navigate between multiple systems to find relevant information necessary for assigned tasks and queries
  • Listen actively to complaints, feedback and feature requests for future improvement
  • Monitor the calls and emails and highlight trends to officers and managers
  • Uses problem-solving tactics to analyse and troubleshoot crew challenges
  • Self driven and works under minimal supervision and meet or exceeded individual productivity and quality assurance objectives
  • Escalate complex cases that require further attention and follow-up
  • Document all aspects of crew interactions and record the data in salesforce and paradise company systems
  • Developed strong interpersonal skills and I am able to handle difficult crew conversations or queries
  • Collaborating with different stakeholders and gather the information to advice crew

CABIN CREW COORDINATOR

Emirates Airlines
07.2012 - 08.2020
  • Scheduled and coordinated Crew Performance Managers meetings, prepare agendas and recorded minutes
  • Manage the crew data and ensure required details are well recorded on the company systems
  • Safeguarded corporate data by adhering to strict information confidentiality protocols
  • Maintained knowledge of the Employee regulations manual to support crew queries and manager
  • Highlight any cabin crew trends or process changes to the manager
  • Provide the administrative support for all the disciplinary meetings liaise with HR stakeholders, schedule the meeting, prepare the outcome letter
  • Trained the new joiners and ensured they are up to date with the processes
  • Compile and send crew compliments appreciation certificates
  • Uphold highly organized and detailed to-do list for Crew Performance manager
  • Completed assigned tasks with little or no supervision
  • Finished tasks and job duties, adhering to deadlines to avoid delays
  • Oversaw the cabin crew assessments and facilitated the process from start to finish

RECEPTION TEAM LEADER

Alqasr Jumeirah Hotel
09.2010 - 06.2012
  • Maintained strict confidentiality regarding corporate and client data to avoid information breaches
  • Resolved guest and staff issues independently by using strong organizational, conflict management and decision-making abilities
  • Coordinated workflows and monitored administrative team performance
  • Run night Audit and Compile data operational reports for senior leaders
  • Checked accounting transactions and cash handling procedures to verify compliance with financial management guidelines

GUEST SERVICES AGENT

Intercontinental Hotel
01.2008 - 08.2010
  • Reviewed guest accounts and charges during check-out to generate invoices and receipts
  • Balanced property accounts and completed regular audits of room charges and finances
  • Managed check-in, check-out and guest service tasks
  • Upsold hotel facilities and services to drive revenue
  • Coordinated responses to guest needs by working with housekeeping, room service and maintenance

GUEST SERVICE EXECUTIVE

Mina A Salaam Jumeirah
10.2006 - 12.2007
  • Responsible for entire service of continental breakfast, afternoon tea and happy hour cocktail in the lounge
  • Managed guest services effectively to consistently achieve budgeted revenues, expenses and profitability
  • Coordinated itineraries for guests before arrival based on requests received by phone, email, or fax

FOOD AND BEVERAGE ATTENDANT

Food & Beverage, Wild Wadi
05.2005 - 09.2006
  • Monitored inventory items throughout shift to minimize deficiencies and retain service flow
  • Followed hygienic food and beverage handling procedures to comply with state food safety regulations
  • Assisted with food preparation and plating to drive timely delivery of meals
  • Responded to special requests promptly to boost customer satisfaction

WAITRESS

12.2003 - 04.2005
  • Explained daily menu offerings, drink specials and seasonal items, making recommendations based on customer preferences
  • Maintained updated knowledge of cocktail, wine and beer menus and memorized all in-house recipes
  • Monitored open bar tabs, closed out bills for departing patrons and processed cash and credit transactions
  • Reset tables between customers by removing used dishes, wiping down surfaces and refilling condiments

Skills

  • Customer service
  • Teamwork and collaboration
  • Multitasking and organization
  • Time management
  • Problem-solving
  • Excellent communication
  • Clear communication
  • Attention to detail
  • Adaptability and flexibility

Timeline

Crew Planning Officer

Emirates Airlines
11.2023 - Current

CREW CONNECT COORDINATOR

Emirates Airlines
10.2017 - 10.2023

CABIN CREW COORDINATOR

Emirates Airlines
07.2012 - 08.2020

RECEPTION TEAM LEADER

Alqasr Jumeirah Hotel
09.2010 - 06.2012

GUEST SERVICES AGENT

Intercontinental Hotel
01.2008 - 08.2010

GUEST SERVICE EXECUTIVE

Mina A Salaam Jumeirah
10.2006 - 12.2007

FOOD AND BEVERAGE ATTENDANT

Food & Beverage, Wild Wadi
05.2005 - 09.2006

WAITRESS

12.2003 - 04.2005

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HILDA WANJIKU THUKU