Reena V. Villanueva

Unit ***V Ardmore Bldg., Sofia Bellevue Capitol Hills

Old Balara Quezon City

+63-917-*******

acguhs@r.postjobfree.com

Almost 10 years of work-related experience in the airline industry with a deep emphasis in consistently delivering excellent customer service

while ensuring passenger safety. Proven leadership and collaboration skills with junior crewmembers that enabled a smooth operation from

departure to arrival.

Responsibilities

• Carry out pre-flight duties onboard such as checking the safety equipment, ensuring the aircraft is clean and tidy, information in the

seat pockets is up to date and that all meals and stocks are on board

• Welcome passengers on board and directing them to their seats

• Inform passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away

• Checks all passenger seat belts and galleys are secure prior to takeoff

• Serve meals and refreshments to passengers

• Sell duty-free goods and advising passengers of any allowance restrictions in force at their destination

• Reassure passengers and ensure that they follow safety procedures correctly in emergency situations

• Administer first aid to passengers where necessary

• Ensure passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers

• Completing paperwork, including writing a flight report.

Technical Skills

MS Office / MS Word / Intranet Prism web for Flight reports.

Special Skills

• Conducts Pre-flight briefing before each flight

• Ensures Company Standards and Procedures are implemented onboard

• Submits daily report at the end of each flight

• Handles Inflight complains and compliments independently

• Excellent oral and written communication

• Leads a group of 6-12 multi-nationalities in achieving 100% customer satisfaction

Work Experience

Qatar Airways

Cabin Services Director (Flight Purser) – October 2, 2011 - Jan. 17, 2013

• Conducting Pre-flight briefing, during which cabin crew are assigned to their working positions for the upcoming flight (crew are

also informed of flight details, the schedule and if there are passengers with any special requirements, such as diabetic

passengers, passengers in wheelchairs or the number of infants on board).

• Making announcements on behalf of the Cockpit Crew and answering passenger questions where necessary.

• Ensuring the optimum standard of service is provided to our customers by being involved in and managing the cabin service.

• Identifying and satisfactorily resolving customer problems and complaints on the spot and following up when required.

• Personal involvement to ensure safety standards is followed to meet overall company objectives.

• Ensuring cabin crew maintains company grooming and uniform standards.

• Contributing to improved on time departure performance by liaison and cooperation with airport ground staff.

• Recognizing quality performers and following up on poor cabin crew performance by conducting random assessment evaluation.

• Demonstrating the leadership skills of coaching, motivating and counseling of cabin crew.

• Initiates flexibility and initiative when circumstances require adjustments to normal procedures.

• Submitting daily report at the end of each flight.

Cabin Senior (Junior Flight Purser) – March 7, 2010 – October 1, 2011

• Conducts Pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight (crew are also

informed of flight details, the schedule and if there are passengers with any special requirements, such as diabetic passengers,

passengers in wheelchairs or the number of infants on board).

• Making announcements on behalf of the pilot and answering passenger where necessary.

• Facilitates service in Economy cabin.

• Designates individual responsibilities of each cabin crew assigned in Economy cabin.

• In charge of selling onboard Inflight Duty Free products.

• Directly reports to Cabin Services Director for any incidents concerning Economy cabin.

• Submits daily report at the end of each flight.

F1 (Premium Class Cabin Crew) – Oct. 2, 2005 – March 6, 2010

JOB PURPOSE

• Provide outstanding customer service, by creating and environment that impresses our Premium Class customers, through our

service and by recognizing their individual needs.

• Maintain up-to-date knowledge of current safety, security and cabin services requirements. Further, it is required for you to

possess updated knowledge on all Qatar Airways products.

• Operate and contribute towards the success of the Premium Class galleys and cabin through flexibility and initiative, and

supporting other cabins as well.

• Represent and promote Qatar Airways in a positive and professional manner to build loyalty both internally and externally.

• Resolve customer issues and problems on the spot and take follow up action via the Cabin Services Director /Cabin Senior.

• Maintain a high standard of personal presentation at all times consistent with Qatar Airways standards so that Qatar Airways is

presented in a positive and professional manner.

• Work together with other Qatar Airways staff and contractors to ensure effective teamwork and quality results are achieved for

Qatar Airways.

• Use equipment and supplies appropriately and follow up and report instances of misuse, damage, and waste, including ideas for

improvement.

• Generate growth in revenue by participating and actively promoting the In-Flight Duty Free products and ensuring customs

requirements regarding alcohol bars are met are required.

• Regularly checks the flight deck crew in regular intervals ensuring that they are awake and their needs are attended to.

DIMENSION

F2 (Economy Cabin Crew) – March 12, 2005 – October 1. 2005

• Provide outstanding customer service as defined in standards and policies and as required on the day, to impress our customer,

recognizing cultural differences and individual needs.

• Maintain up-to-date knowledge of current safety, security and cabin services requirements. Further, it is required for you to

possess updated knowledge on all Qatar Airways products.

• Work together with other Qatar Airways staff and contractors to ensure effective teamwork and quality results are achieved for

Qatar Airways.

• Resolve customer issues and problems on the spot and take follow up action via the Cabin Services Director/Cabin Senior.

• Represent and promote Qatar Airways in a positive and professional manner to build loyalty both internally and externally.

• Maintain a high standard of personal presentation at all times consistent with Qatar Airways standards so that Qatar Airways is

presented in a positive and professional manner.

• Use equipment and supplies appropriately and follow up and report instances of misuse, damage, and waste, including ideas for

improvement.

• Generate growth in revenue by participating and actively promoting the In-Flight Duty Free products and ensuring customs

requirements regarding alcohol bars are met as required.

DIMENSION

Asian Spirit Airlines - Cabin Crew – June 14, 2003 – March 2005

• Conducts pre-flight check of safety equipment onboard

• Submits reports at the end of each flight

• Performs safety demonstration before each flight

• Delivers prompt passenger address and impromptu announcements on behalf of the flight deck crew

• Tallies actual passengers onboard versus tickets.

• Provide first aid treatment where necessary

Education

Asia Pacific College – Bachelor of Science in Commerce Major in Computer Information Systems Management

St James College of Paranaque

St. Scholastica’s College Manila

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