Warren Evans

Experience

• 

  Qantas

  Jan 1980 - Jan 1998

  • Duty Supervisor

    Nov 1990 - Jan 1998

  • Training Supervisor

    Jul 1988 - Nov 1990

  • Passenger Service Agent

    Dec 1986 - Jun 1988

  • Customer Sales Consultant

    Jan 1985 - Dec 1986

  • Reservations Sales Agent

    Jan 1980 - Jan 1985
• 

  Emirates

  May 1998 - Oct 2020

  Holding the overall responsibility for: • Cost management and performance of the seven 'First and Business class' lounges totaling 55,000 sqm at Dubai International Airport • Food and service management of our catering supplier, Emirates Flight Catering, to ensure consistent quality and service at all times • Cost control management of a multi-million-dollar budget through monthly reviews • Menu engineering coordination to reduce wastage • The performance of 2,700 Emirates Airport Services ground staff • Performance correction through formal coaching, team development. Liaising with work place coaches for identification and formalization of training courses • All aspects of refurbishment activitiesAdditional tasks and achievements: • Managing a team of five Lounge Duty Managers, 270 Emirates personnel; as well as in charge of the overseeing the hiring, training, and professional growth of employees to ensure consistent and excellent customer service • Reviewing, monitoring, improving operational service standards • Delivering to management realistic targets and KPI’s for consistent growth • Achieving 5% reduction in costs by re-negotiating/reviewing 3rd party contracts processes and procedures • Utilizing workplace performance management systems to highlight, track and monitor. • Rewarding through recognition, personal development and promotion. • Investigating the misconduct, disciplinary hearings and terminations. Show less Led and motivated a team of seven Duty managers and approximately 800 staff during a 12hr shift at Dubai International Airport.Tasks and achievements:• Analyzed, planned and executed the daily operations to ensure any shortfalls in all areas are mitigated• Conducted operational briefings• Facilitated airport management briefings together with all relevant government authorities• Undertook corrective action when required for staff behaviors• Managed recruitment, training, workload assignment, performance review, appraisals and promotions for airport staff• Coached and implemented development plans for Duty managers• Led operational activities mobilizing internal and external resources to meet operational demands• Served as the Head of the Incident Control Centre in the event of an aircraft emergency• Reviewed and revised airport safety and security plans Show less Served as a focal point of communication for the Emirates Network Operations Centre to maintain complete operational transparency from both outstations and Dubai.Held the overall responsibility for:• The management, development and productivity of all 161 Emirates stations on a 24hr basis• Providing strategic leadership and focus on the Dubai Hub operation• Maintaining cost effective, safe and secure operations• Directing recovery steps for the safety of all customers, airline crew and aircraft• Negotiating with foreign government bodies where required on behalf of Emirates• Liaising with Airport Management, government authorities to ensure Emirates interests are met.• Critically analyzing resources in Dubai and overseas to support any recovery to the operation during disruption or emergencies• Engaging with internal/external stakeholders to plan, reviewed contingency situations• Developing and implemented the business continuity plans and emergency procedures Show less

  • Manager, Lounges and Performance

    Feb 2019 - Oct 2020

  • Manager, Airport Services

    Jun 2014 - Feb 2019

  • Manager Airport Services, Network Control - HQ

    Jul 2008 - Jun 2014

  • Manager, Airport Services

    Mar 2001 - Jul 2008

  • Passenger Services Manager

    May 1998 - Mar 2001