Simon Wilson

Experience

• 

  British Midland International

  Jan 1998 - Jan 2009

  In the role of Cabin Service Manager I had an operational role onboard bmi's A330 fleet and longhaul flying programme. This was in addition to operating as the senior cabin attendant when rostered on short and mid haul flying duties. I managed a team of 10 crew including In flight Chefs, Flight Supervisors and Cabin Crew. I ensured customer expectations were anticipated and delivered throughout their flight managing the inflight service through effective team work and delegation.I interacted with customers from a corporate position to ensure they were updated with recent marketing initiatives, maintaining current business and generating new business. I would reward consistent excellence in crew member's performance through recognition and appraisal. I was also responsible for the welfare, development and discipline of the crew whilst operating onboard the aircraft, night stopping away from base and at any time whilst dealing with the general public. Show less Responsible to the Training Manager for all aspects of safety/security training on board the aircraft.I was responsible for ensuring cabin crew achieved the required JAA/CAA and company standard when operating on board in accordance with Ops Manual (Training) Part D.Undertook such training and checking as detailed by the Cabin Crew Training Manager completing the correct forms as defined in Part D following each training/check flight.I would advise the Cabin Crew Training Manager of any anomly which could impair the standard required by the company and JAA/CAA.I would liase with the crewing department and Base Managers on cabin crews competency on check flights and re programming flights if reqired, provide feedback to the training manager regarding the effectiveness of new procedures and make recommedations to the Training Manager for improving the effectiveness of training. Show less

  • Cabin Service Manager

    Jan 2001 - Jan 2009

  • Line Trainer

    Jan 1998 - Jan 2001
• 

  Bmi

  Nov 2009 - Oct 2012

  Performance Manager

  A people manager with Responsibility for leading and managing the performance of a team of cabin crew in areas that include service and safety performance, attendance, development, discipline, motivation, welfare and line training. In addition, ensuring crew is provided with adequate professional support, whilst adhering to company rules, regulations and standards.Manage the performance and development of an assigned group of up to 50 Cabin Crew in accordance with agreed key performance indicators.Participate in management meetings and briefings. Assimilate business information and take responsibility for any assigned actions that may result.Through effective liaison, communicate regularly with peers in order to provide active support for their activities and to ensure consistency of working practices.Reward excellent performance through recognition, assessment and appraisal. Providing developmental feedback and coaching to individuals.Management of absence through the Cabin Crew sickness and attendance policy (AMP). Reporting and following up health and safety incidents.Comply with company policies to ensure best practice when managing investigations, disciplinary and grievance procedures.Monitor the correct use, serviceability and security of company property at all times to include responsibility for reporting, investigating and preventing misappropriation and abuse.Ensure cabin crews are aware of and understand fully, company policies, procedures, new service, and business initiatives.Ensure customer expectations are anticipated and delivered, through a high quality service that reflects company brand values.Ensure consistency of service delivery, working practices and behaviour within the designated group.Build effective working relationships between cabin services, internal departments and other service partners to secure common business objectives. Show less

• 

  British Airways

  Nov 2012 - now

  • Drive an outstanding customer experience on all flights and brilliant cabin crew performance by engaging, supporting and developing our Inflight Managers and Inflight Leads.• Fly regularly with team on a targeted basis - Inflight Managers who may need coaching/support, on routes where customer scores have not hit targets, where the customer proposition is changing, on new or different aircraft, different configuration and layouts.• Regularly present in the Crew Report Centre, Airport and Global Learning Academy• Measured on Performance – primarily customer but also safety, operational performance.• Drives inflight performance of cabin crew, via visible, engaging, effective leadership of our Inflight Managers.• Facilitates regular bespoke Teams events and team sessions.• Supports implementation of customer initiatives, including new aircraft, products and services.• Supports Inflight Managers in their buddy relationships with Inflight Leads.• Works closely with the Customer Experience Team to deliver swift, homegrown customer experience initiatives.• Identifies opportunities to improve inflight product and service, providing credible feedback to Customer Experience team to inform future strategy.• Understands performance targets and drive team to deliver improved performance.• Works collaborative, consistent team with fellow role holders to deliver a consistent, one voice experience for our Inflight Managers. Show less • Responsible for the day-to-day management activities and performance assessments for a team of up to 35 Cabin Service Directors, 171 direct reports. This included: -• Recruitment and Training Skills (Delivery of Our BA courses for CSDs and CSL’s) including peer to peer coaching• Cross Fleet Working Transition Support Team / A Day in the Life/ Periods of Industrial Action • Management of Worldwide Crew Delays and ensure a fair and consistent approach to challenges• Using performance data to identify top / bottom performers, triggering appropriate actions with individuals identified through honest conversations, whilst also highlighting and driving recognition of high-performing individuals using positive reinforcement as a motivator and supported using the role model performance management processes• Raising achievement standards by identifying development gaps and enabling individuals to realise their full potential• Ensuring the use of effective communication strategies to share business messages with the wider crew community, maximising opportunities to make contact and be visible with cabin crew to positively influencing culture / mind-sets• Process Management – overall accountability and in partnership with IFCE Hub manage all related tasks from attendance, disciplinaries, hearings/PI’s, to long Service Awards, IFR, overspend & Pay • Continuous Improvement – Identified opportunities and fed back to relevant stakeholders, sharing rationale with crew / colleagues and gaining buy-in• SME for Change and Development Team and other working groups Show less

  • Customer Excellence Manager

    Feb 2021 - now

  • Inflight Business Manager

    Nov 2012 - Feb 2021