Rachele Zanon

• Deliver insights and data on operational performance for all Cabin Crew planning, encompassing workforce management, operational and capital budgets, as well as recruitment and training requirements.
• Offer guidance on Cabin Crew scheduling to enhance service delivery and efficiency both in short and long term, ensuring fairness and compliance with legal regulations.
• Ensuring Key Performance Indicators (KPIs), objectives, and targets are maintained to boost efficiency, adhere to safety standards, and enhance quality-of-service delivery alongside ancillary sales.
• Hold overall responsibility for crew performance, ensuring compliance with attendance, grooming, safety, and service standards as per outlined KPIs.
• Oversee all performance evaluations for newly hired and grounded line crew prior to their online assignment.
• Ensure that all Cabin Crew undergo thorough monitoring and evaluations against established metrics to facilitate appropriate transfers, promotions, disciplinary actions, resignations, contract renewals, or termination.
• Conduct disciplinary reviews concerning Cabin Crew attendance, sickness patterns, grooming, and service delivery metrics based on established KPIs and targets. Investigate underperformance and misconduct while implementing remedial actions for those not meeting expectations. Update performance appraisal systems to align with evolving work environments or conditions.
• Assist in all service trials and provide essential operational insights to service standards and safety team when needed.
• Be actively involved in managing any crisis situations involving Cabin Crew, providing maximum support to staff and their families as required.
• Participate in professional investigations that may impact airline's image, either directly or indirectly.
• Ensure comprehensive investigations and analyses of passenger complaints, incidents, and crew accolades are conducted, collaborating with stakeholders to identify improvement initiatives that enhance performance.
• Engage in managing any crisis situations affecting flight crew when necessary.
• Act as impartial mediator in disputes among Cabin Crew that require resolution beyond cope of subordinates.
• Provide couching and support services for Cabin Crew as needed.
• Work collaboratively with internal stakeholders to create effective communication channels for flight attendants, utilizing newsletters, emails, and other platforms to share updates and policy changes.
• Current job from 01 FEB 2025

Dynamic and results-driven aviation professional with extensive experience in managing large-scale cabin crew operations, compliance, and engagement programs. Skilled in implementing Style & Image (S&I) standards, driving cost-saving initiatives, and fostering crew well-being through innovative programs. Proven ability to lead and support over 5,500 crew members, ensuring adherence to regulatory and corporate guidelines while promoting a culture of excellence and professionalism. Adept at cross-functional collaboration with medical teams, procurement, and training departments to deliver strategic objectives and enhance operational efficiency.Managed 5,500 cabin crew members, conducting random checks and addressing non-compliance issues.

• Monitored operational trends, flagged uniform/system-related issues, and implemented corrective actions.
• Reduced non-productivity codes and provided actionable data for cost-saving initiatives.
• Delivered GROM/GRMX statistics and insights to leadership teams.
• Reviewed and updated S&I standards based on crew feedback; liaised with Standards Team for continuous improvement.
• Recognized and promoted high Style & Image standards across the organization.
• Oversaw Weight Management Program: provided mid-year and annual performance reports, coordinated disciplinary actions, and engaged care teams for emotional/challenging cases.
• Collaborated with Etihad Airways Medical Center: scheduled meetings with aviation nurses and dietitians, clarified exemption cases with doctors, and ensured compliance with S&I exemption processes.
• Managed social media and behavior breach cases related to Style & Image (Instagram, Facebook, TikTok).
• Supported Procurement Team: collected crew feedback, addressed uniform issues, and completed tender evaluations for trialed items.
• Maintained uniform accessory inventory and ensured timely internal requests for replacements.
• Led internal communications for S&I updates, monthly reports, and highlights.
• Coordinated with Training Department for Style & Image sessions during Initial Training, Upgrades, and Recurrent Checks; managed tattoo checks and specialized training for VVIP and charter flights.
• Organized crew selection and pre-screening for company promotional events (CPRO).
• Supported internal upgrade and promotion processes to ensure fair and transparent talent assessments.

• Area of responsibility: Leading the team in Economy, Business Class, and First Class.
• Responsible for the safety and security of passenger and team members.
• In charge of service delivery experience in Economy, Business class and First class Managing constantly crew performance in line with Company policies and procedures, praising effort and offering constructive feedback to motivate and improving performance.
• Airbus 330-340/380-800. Boeing 777 and 787-9/787-1000

• External recruitment within Talen Acquisition department/HR.
• Be responsible to ensure planned effective and timely recruitment of Cabin Crew in accordance with the approved manpower plan.
• Looking for the most competent candidates from various countries to ensure the best possible mix of human resources.
• Maintain strong liaison with departmental Flight operation department to deliver planned manpower resource implementation.
• Use Successful Factor (SF) system daily for external recruitment.
• Organizes and monitors the recruitment events and the assessors.
• Monitors and updates recruitment materials
• Involved on Digital Recruitment and Virtual Assessment

• Supporting Style and Image Team
• Ensure the highest standards of Grooming are maintained by performing grooming checks on all ranks of cabin crew, and that grooming is in accordance with the company uniform policy and grooming standard.

• Training in Business class: 10 March 2011
• Area of responsibility: Leading the cabin crew team on board.
• Ensuring the safe and consistent delivery of a quality in board service through the performance management of cabin crew in accordance with Company policies and procedures.
• Liaising with different Stakeholders, supporting Training department with Cabin Crew Conversation training course on B737

• Area of responsibility: Ensuring the safe and consistent delivery of a quality in board service through the performance management of cabin crew in accordance with Company policies and procedures.
• Monitoring crew performance, praising effort and offering constructive feedback to motivate and improving performance.

• 2005-2007 Cabin crew Member, Boeing 737-757-767
• 04 July 2006 Cabin crew trained in business class.
• 2007-2008 Cabin Manager Boeing on 737
• Ensuring compliance with health, safety and security requirements and all safety processes and procedures
• Supporting delivery of the company business plan with focus on delivery of customer service and all aspects of performance management
• Business class and VIP flight all business class

• Responsible for the Restaurant Operations
• Supervising all restaurant staff, providing feedback daily to protect the service in line with hospitality standards.
• Ensuring customer satisfaction through promoting excellent service
• Responding to customer complaints tactfully & professionally
• Encouraging and motivating staff to provide optimum service during all shifts.