Ruaan Botha
Dubai
Summary
Highly motivated and results-oriented Performance Management professional with 14 years of experience in the aviation industry, specializing in enhancing crew performance, streamlining operational processes, and driving employee engagement. Proven ability to design and implement effective training programs, improve onboarding and offboarding experiences, and foster a positive and productive work environment. Strong analytical and communication skills with a proven track record of achieving key performance indicators and exceeding organizational goals.
Overview
14
14
years of professional experience
12
12
years of post-secondary education
Work history
Team Leader – Cabin Crew Performance & Attendance
flydubai
03.2023 - 01.2025
- Directed and evaluated Cabin Crew performance and attendance
- Managed recruitment of Cabin Crew, Senior Cabin Crew and Crew Operations Senior Officers
- Led the creation and facilitation of Senior Cabin Crew Promotions Leadership course
- Coordinated onboarding process for new joiner cabin crew
- Managed exit interviews and summarised offboarding metrics
- Optimised internal processes for crew attendance and performance
- Conducted meetings to discuss development areas and non-compliance
- Investigated passenger complaints using Salesforce and Let's Talk
- Recommended enhancements to company policy via Safety Action Group
- Maintained compliance with flydubai cabin safety and operational procedures
- Boosted OTP, controlled sickness rates, and sustained crew numbers
- Directed Cabin Crew operations, handling team performance, grievances, and leadership initiatives
- Mentored Cabin Crew to fully realise their abilities
- Developed initiatives for effective and efficient on-board practices
- Fostered an environment of continuous motivational and developmental feedback
- Organised and led quarterly meetings, offering feedback to cabin crew and relevant departments
- Developed and managed PDPs for individual cabin crew
- Amended and updated Flydubai Cabin Safety Procedures Manual to meet regulatory standards
- Managed In-flight Operations in Senior Manager's absence
Senior Officer – Cabin Crew Operations
flydubai
06.2022 - 03.2023
- Handled on-the-spot crew challenges to maintain seamless operations
- Delivered 24/7 support to Cabin Crew on operational and non-operational matters
- Assisted Inflight Operations with initial incident de-briefs focusing on crew welfare
- Carried out briefing audits and verified crew documents as per Inflight Operations guidelines
- Served as liaison for crew during operational disruptions and delays
- Collaborated with NCDM and Crew Control to minimise operational disruptions
- Handled customer complaints escalated by customer service about cabin crew behaviour
- Executed stop and search procedures on Cabin Crew post-duties
- Oversaw ordering and stocking of in-flight documentation and landing cards
- Acted as Inflight Operations point of contact for crew and NCC during evenings and weekends
- Delivered IT support for CBS iPads, EFOS logins, and other requirements
Development Mentor
flydubai
11.2017 - 05.2022
- Mentored crew members to progress from Junior Cabin Crew to Senior Cabin Crew Member
- Developed and implemented performance improvement strategies for continuous enhancement
- Identified and set Personal Development Plans for cabin crew
- Delivered Future Talent course as subject matter expert alongside Learning and Development Department
- Supported and provided feedback on course materials and training aids
- Conducted review meetings providing mentoring and coaching to Economy Supervisor crew
- Led ground-based Final Review Meetings, delivering crew performance recommendations to IFO Management
- Assessed competence and behaviour of crew following Future Talent programme procedures
- Mentored and coached cabin crew in line with company policies and procedures
- Supported IFO Management team in monitoring on-board service delivery and cabin crew management
- Specialised in training Cabin Crew on IFO topics in collaboration with the IFS department
- Coordinated trial flights alongside Inflight Services and Product teams
Senior Cabin Crew Member
flydubai
09.2016 - 11.2017
- Maintained effective communication between passengers, cabin crew and flight crew
- Controlled and coordinated all safety and emergency procedures and ensured that these are adhered to by all cabin crew and passengers
- Supervised and monitored the cabin crew, ensuring in-flight passenger services are conducted to company standards
- Monitored crew performance, provided on board coaching and writing constructive assessments on all cabin crew
- Ensured all relevant feedback is submitted to In-flight Services via a CBS Flight Report
Junior Cabin Crew Member
flydubai
08.2014 - 08.2016
- Maintained a thorough working knowledge of all aspects of customer care, including first-aid, aviation security, in-flight service and general passenger handling requirements and regulations
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Always ensured adhering to flydubai appearance regulations when in uniform in public, including public transport, in hotels, etc
Senior Cabin Crew Member
Mango Airline South Africa
02.2012 - 07.2014
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures
- Developed and maintained courteous and effective working relationships
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Junior Cabin Crew Member
Star Air Charters
06.2011 - 01.2012
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Demonstrated respect, friendliness and willingness to help wherever needed
Education
CIPD Associate Level Diploma - Human Resource Management
ICS Learn, UK
01.2022 - 12.2023
Secondary Diploma -
High School Hans Moore
01.2006 - 12.2010
CPD Diploma - Strategic Performance Management
NPTEL, Alison
CPD Certificate - Modern Human Resource Management - Appraisal and Performance
Saylor Academy, Alison
CPD Certificate - Supervision skills Managing employee performance
Advance learning, Alison
ILM Certificate - Train the Trainer
ILM Certificate - Preparing to lead the team
Certificate - Selecting talent the flydubai way
Flydubai L&D
03.2018 - 01.2023
References
Diona Bosilkovska
Manager - Cabin Crew
flydubai
diona.bosilkovska@flydubai.com
+971564148557
Nicole Block
Senior Manager - Inflight Hospitality
flydubai
nicole.block@flydubai.com
+97146033991
Laura Craig
Senior Manager - HR Business Partner
flydubai
laura.craig@flydubai.com
+971564169515
Timeline
Team Leader – Cabin Crew Performance & Attendance
flydubai
03.2023 - 01.2025
Senior Officer – Cabin Crew Operations
flydubai
06.2022 - 03.2023
CIPD Associate Level Diploma - Human Resource Management
ICS Learn, UK
01.2022 - 12.2023
Certificate - Selecting talent the flydubai way
Flydubai L&D
03.2018 - 01.2023
Development Mentor
flydubai
11.2017 - 05.2022
Senior Cabin Crew Member
flydubai
09.2016 - 11.2017
Junior Cabin Crew Member
flydubai
08.2014 - 08.2016
Senior Cabin Crew Member
Mango Airline South Africa
02.2012 - 07.2014
Junior Cabin Crew Member
Star Air Charters
06.2011 - 01.2012
Secondary Diploma -
High School Hans Moore
01.2006 - 12.2010
CPD Diploma - Strategic Performance Management
NPTEL, Alison
CPD Certificate - Modern Human Resource Management - Appraisal and Performance
Saylor Academy, Alison
CPD Certificate - Supervision skills Managing employee performance
Advance learning, Alison
ILM Certificate - Train the Trainer
ILM Certificate - Preparing to lead the team
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