Kevin Herft

Experience

• 

  Qatar Airways

  Jan 1994 - Jan 2004

  Created an environment that motivates crew to impress our customers while recognizing individual needs and managed the allocation of duties and utilization of cabin crew to achieve maximum benefits in-flight. I reported to the Manager Cabin Crew.Key Responsibilities• Identified and resolved customer problems and followed up when necessary. • Ensured safety standards are met in consideration of overall company objectives.• Demonstrated leadership skills of coaching, motivating and counseling cabin crew. • Provided constructive and developmental feedback to crew. • Maintained communication with MCC, Performance Office, Technical crew and Airport Ground Staff. • Ensured company grooming standards are maintained at all times. • Demonstrated flexibility and initiative when circumstances arise. Show less Being aware of the current service, safety and security requirements as well as all necessary updates and maintained high grooming standards and excellent overall impression. I reported to the Cabin Services Director/Cabin Senior.Key Responsibilities• Provided excellent customer service keeping in mind time constraints, cultural differences and individual needs. • Promoted in-flight duty free and ensured effective teamwork is accomplished• Resolved customer issues and problems and to keep CS/CSD informed. Show less

  • Cabin Services Director/Cabin Senior

    Jan 1998 - Jan 2004

  • Cabin Crew

    Jan 1994 - Jan 1998
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  Qatar Airways

  Jan 2005 - Jul 2018

  Managed a team of 13 Leadership Trainers and 02 Senior Trainers, responsible for all aspects of leadership (CS/CSD) and soft skills training including curriculum development, lesson planning, formative/summative assessment strategies, course logistics and the evaluation of the training programs. I report to the Senior Manager Cabin Services training and Senior Vice President Cabin Services TrainingKey Responsibilities• Trained more than 15000 + crew and leaders on Leadership and Emotional Intelligence . Designed , Delivered and implemented Leadership, Emotional Intelligence, Cultural Intelligence, Customer Experience, Service Recovery and many more programs. Consistently updated learning tools with innovative learning methods to increase engagement. • Managed and coached a team towards delivering a comprehensive, Five Star leadership program.• Maintained up to date/current information (e.g. service exams and activities) to assess candidate readiness to be promoted to the premium cabin and/or leadership roles.• Ensured that all assessment strategies adhere to international best practice/principles of assessment including appropriateness, fairness, validity, currency, sufficiency, authenticity, transparency and reliability.• Acted as lead/in charge for the Emotional Intelligence and Cultural Intelligence training programs at Cabin Services; by working collaboratively with Six Seconds Network and the Cultural Intelligence Center, to bring about positive behavioral change within Cabin Services.• Initiated the project for Qatar Airways to be a preferred partner of the Six Seconds Network.• Designed and delivered the EQ/CQ courses for leadership training and Cabin Services Training Team.• Designed and delivered a 3 day ‘Train the Trainer’ program on techniques for embedding emotional intelligence into training curriculum and practice based on social emotional learning theory. Show less Managed a team of 35+ trainers, providing coaching as part of their ongoing development. Delivered five star learning experiences for each course; coaching, mentoring and guiding learners as and when required and completing the necessary Learner Monitoring and Support document. I reported to the Senior Manager Cabin Services Training.Key Responsibilities• Assisted the Cabin Services Training Management and Senior Manager Cabin Services to identify relevant course aims, objectives and curriculum.• Delivery of training programs that enable all learners to achieve the key competencies required in their individual positions (all courses at Cabin Services training).• Team Leader for the F1 package (Premium Class which encompasses First & Business Class) and designed the F1 course refresher program.• Co- facilitated courses with fellow trainers, ensuring the creation of a cohesive team by offering support to each other.• Acted as a Subject Matter Expert with the L&D Manager for the redesigning of the F1 soft skills program.• Brand ambassador for the Cabin Services training team. Show less Delivered the highest standard of training to Cabin Crew members through the professional delivery of both technical and interpersonal courses which enhanced the knowledge, skills and attitude of our learners, operated flights as an additional crew member to assess and review service standards, providing feedback to CS Training/Management on areas for development.Key Responsibilities• Ensured that courses were focused on the learners and was in tandem with adult learning methodology and international best practices• Co- facilitated courses with colleagues, ensuring the creation of a cohesive team offering support to each other and delivered five star learning experiences for each course.• Coached, supported and guided learners as and when required, completing the necessary Learner Monitoring and Support document.• Acted as a brand ambassador for Cabin Services Training Team.• Operated flights as an additional crew member to assess and review service standards, providing feedback to the CS Training/Management on areas for development. Show less

  • Manager Cabin Services Training - promotional and upgrades -Cabin Services Training Department

    Sept 2013 - Jul 2018

  • Senior cabin services Instructor

    Jul 2008 - Sept 2013

  • Cabin Services Line Trainer

    Jan 2005 - Jan 2010
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  Qatar Airways, Doha

  Sept 2013 - Jul 2018

  Manager Cabin Services Training – Promotional/Upgrades
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  Self-employed

  Jul 2018 - May 2020

  Freelance Training and Development & Consultancy
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  Yates and Partners

  Jan 2019 - now

  Senior Partner

  Yates+is a Brand and Customer Experience Consultancy that served six of the Skytrax World's Top 10 Airlines. Passionate trainer with exceptional customer experience background, Kevin transforms organizations Service and Hospitality culture through creative and engaging learning experiences.Kevin's accomplishments: • Trained more than 500 crew and leaders on Mindset training for Saudia Inflight, Ground Services and Call Center• Best Practices Training for Saudia Call Center• Train-the-Trainer workshop for Saudia Inflight and Ground Services• Instructional Design for Saudia Inflight Services• Leadership Training for Saudia Inflight and Ground Services • Premium Service Training for Saudia Inflight Services Show less

• 

  Thrive by Kevin

  May 2020 - now

  Founder

  My purpose is to be the best for the world. As a learning and development professional, I have succeeded in creating and implementing transformational programs. I help organizations and individuals embrace change, live their dreams and transform themselves by practicing habits that make people successful in their personal and professional lives.