Tom Baylis-Waterlow

Experience

• 

  Bmi

  Jun 2009 - Dec 2009

  Cabin Crew

  After graduating from university, my first role within the aviation industry was as Cabin Crew for bmi British Midland International.I operated on the A320 family of aircraft on the Short and Mid Haul routes in a variety of positons from L2/L4 (second most senior), Business and Economy. My primary role was to oversee the safety of passengers and the aircraft. Secondly it was to deliver great Customer Service in Economy and Business Class and uphold the bmi brand.I was able to experience first hand the duties and operations of an airline on a day to day basis. I believe it let me see first hand a lot of the theory i had learnt at university. I truly enjoyed my time here, which was reflected in my performance which saw me take to the job almost as if it were second nature. Show less

• 

  Aeroprofessional Limited

  Jan 2010 - Jun 2010

  Recruitment Consultant

  AeroProfessional is an international recruitment agency placing flight deck, cabin crew and airline ground staff with aircraft operators across the globe. Our clients include major flag carriers, domestic / regional airlines, low cost carriers, VIP operations and flight training organisations in most major continents.As a Recruitment Consultant for AeroPro I specialised in seeking out job opportunities for Cabin Crew and Ground Staff and following it right through to finding and placing the ideal candidates for these roles. Show less

• 

  Ten Lifestyle Management

  Jun 2010 - Jan 2011

  Lifestyle Manager

  Lifestyle Managers are the lifeblood of Ten. As a Lifestyle Manager I use my excellent interpersonal skills to quickly build rapport with members and deal with their interesting and often complex requests to help them get the most out of their busy lives. I use my range of expertise in Live entertainment including theatre, concerts and sporting events, Restaurants and clubs, Travel and Home services to help our members while also expanding on my own knowledge.

• 

  British Airways

  Jan 2011 - Nov 2016

  This is a unique opportunity in leadership for those who can manage individual and team performance, as well as motivate and inspire their teams to deliver an outstanding customer experience every time they fly.In the airRole modelling the best of British Airways, i am the management representative responsible for the on board customer experience.Leading a team of Cabin Crew, I motivate and inspire them to create the most welcoming environment and deliver the outstanding level of customer service, with style, our customers expect from the British Airways brand.On the groundI am empowered as part of a dynamic Management team to make key decisions to get the best out of my Cabin Crew.Involved in all aspects of people management, from recruitment and training, to reward and recognition, I have full accountability for my team.Bringing my ideas and enthusiasm, I proactively seek opportunities for continuous improvement to deliver even greater results to our customers.As SCCM I am responsible for the delivery of cabin service standards and ensuring safety standards are adhered to in a single cabin or the entire aircraft. Show less This is a management programme to develop cabin crew who aspire to be Customer Service Managers of tomorrow, which provides a solid foundation in leadership and management.To furfill this role to it full potential I am a customer service professional of the highest calibre, with the desire, drive and ambition to progress within Mixed Fleet.Promoting a can-do approach, l try to inspire others to do the same as me as I carry out my Senior Cabin Crew role on board.Working closely with my Customer Service Manager, I put into practice my newly acquired skills and knowledge while coaching and assessing my cabin crew peers.Actively participating in the on board management of the team, the opportunities in this role for my learning and development are endless. Show less

  • Customer Service Manager and Line Trainer

    Sept 2013 - Nov 2016

  • (Future Talent) Customer Service Manager

    Jan 2011 - Sept 2013
• 

  Arriva Rail London

  Nov 2016 - Dec 2017

  Service Delivery Manager

  As a Station Delivery Manager I ensure the ownership of our customers satisfaction by proactively managing the station including; excellent day to day performance of employees on duty, safety, cash regulations, security and cleanliness, availability of information for customers, responding to operational issues and ensuring that all equipment functions correctly. I provide motivation and guidance to employees and reinforce high standards with regards to performance, customer service and safety. I also ensure that the service provided to us by contractors is monitored and appropriately managed daily. Show less

• 

  London City Airport

  Jan 2018 - Jun 2023

  The Airport Duty Manager role exists to provide 24/7 accountability for the customer journey throughout London City Airport. At any point of the day the Airport Duty Manager is the primary accountable person for the entire campus. Accountable for ensuring all customer interaction touchpoints are performing to optimum standards and any slip in delivery is immediately followed up on. Working alongside the Head of Security, responsible for ensuring the Security of the site is maintained and the integrity of the Critical Part is not jeopardised The Airport Duty Manager is the primary accountable point of contact in operational crisis management. Accountable for working with Airfield Duty Managers and their teams to keep a regular view on operational performance and potential disruption scenarios. Accountable directly for the performance of customer agents across the airport including their standards and delivery, as well as accountable for following up on other areas of the airport where standards are not acceptable (e.g. Ramp, Airside Operations, Security) and all other aspects of visibility to the customer. Accountable for maintaining the cleanliness and maintenance standards across the airport through liaising with cleaning contractors and the FM Engineering teams. Accountable for the operational performance of car parks, drop off zones, taxi-rank availability & liaising with the DLR during operational hours to ensure service transport levels are maintained. Accountable for building relationships with airport partners to deliver a consistent customer experience both in day to day operation and through delivery of longer term joined-up programmes.Accountable for ensuring that the customer journey is represented in all construction disruption management; day to day operational disruption is well planned for. Accountable for monitoring & responding to social media whilst on shift, and following up on issues raised via social media platforms. Show less As a Terminal Manager I ensure that Compliance, KPI’s and business objectives are all met consistently in line with the Terminal Quality Management system (SEMS) and provide leadership and direction to my team ensuring compliance to all regulations and SOP’s. Responsibilities:-Responsible for ensuring the Security of the site is maintained and the integrity of the Critical Part is not jeopardised.-Fully responsible for all aspects of Airport Security for the whole site whilst on duty. -Work with the Compliance and Solutions Manager to ensure that the department is fully compliant and in line with the Department for Transport (DfT) regulations. -Monitor staff performance ensuring compliance with all Department for Transport regulations including EU, DfT and also HSE regulations. -Responsible for the conduct, development, maintenance and conducting of an up-to-date training programme for all Terminal Services staff.-Ensure all relevant manuals, procedures, Instructions, Risk Assessments and Business Continuity Plans are relevant and updated when required-Ensure that any VIP movements through the Terminal are actioned in an effective manner, whist maintaining reputational integrity -Responsible for the Customer Service team whilst on duty including the Terminal Front and Taxi co-ordinators Show less

  • Airport Duty Manager

    Apr 2018 - Jun 2023

  • Terminal Manager

    Jan 2018 - May 2018
• 

  London Gatwick

  Jun 2023 - Feb 2025

  Surface Access Manager

  Gatwick Airport serves over 40 million passengers per year, and employs over 20,000 people. These passengers and staff need to be able to quickly and efficiently get to and from the airport 24 hours a day, so one of my priorities as Surface Access Manager is to ensure the road and rail network is fit for purpose and to encourage greater numbers of air passengers travelling to and from the airport to use public transport and sustainable modes of transport. I am responsible for implementing the Airport Surface Access Strategy (ASAS) by delivering initiatives and projects designed to encourage modal shift from private car onto sustainable travel options to help meet Gatwick’s Decade of Change and decarbonisation targets. I am a key contact between Gatwick and our key transport partners, local authorities, governing bodies, and local community groups to offer operational support and look at ways we can collaborate to ensure the smooth running of services by all modes. With passenger numbers growing, and the Northern Runway Project consultation underway I am part of a team that consult on future projects to local infrastructure including a £150 million project to upgrade Gatwick Airport Station to ensure the airports capacity demands are met.From Rail & Road, to Active Travel (cycling & walking) engagement with key stakeholders such as local councils, highways agency, & network rail is an integral part of my role to ensuring future capacity demands are met and that the local infrastructure operates efficiently. Show less

• 

  Heathrow

  Feb 2025 - now

  Airline Relationship Manager

  As an Airline Relationship Manager at Heathrow Airport, I play a key role in building and maintaining strong partnerships with airlines, ensuring seamless collaboration between airport operations and airline stakeholders.My responsibilities include: • Acting as a key point of contact for airlines, ensuring their operational needs are met while aligning with Heathrow’s strategic goals. • Leading performance discussions, using data-driven insights and KPIs to enhance airline operations and the passenger experience. • Supporting operational changes, including airline moves, new entrants, and terminal transitions, to ensure smooth integration. • Strengthening engagement between Heathrow and its airline partners, streamlining communication and issue resolution. • Driving continuous improvements and innovation in operational processes, balancing efficiency with an exceptional customer experience.With a passion for aviation and stakeholder management, I’m excited to contribute to Heathrow’s mission of delivering world-class airport service while fostering strong airline relationships. Show less