Michaela Joughin

Experience

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  CALEDONIAN AIRWAYS LTD

  Jan 1989 - Jan 2002

  Managed, led, coached and developed the Cabin Crew Community to ensure optimum performance was achieved on a day-to-day basis. To ensure company targets were achieved in safety, customer satisfaction and onboard revenue, in line with Company and regulatory requirements Ensuring the safety of all passengers onboard, providing excellent customer service with the ability to manage any complaints and resolving issues whilst onboard, maximising customer retention.

  • Purser

    Jan 2001 - Jan 2002

  • Cabin Crew

    Jan 1989 - Jan 2001
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  Thomas Cook Airlines Limited

  Jan 2002 - Jan 2016

  Part of a team of Regional Managers, managed performance, complex grievance and disciplinary handling, absence management, management of flexible working applications, and departmental KPIs Responsible for the leadership and operational management for the cabin crew across all bases. Worked in partnership with other Regional Managers to ensure consistent management practices across all bases. Line management of Cabin Base Managers, including identification and delivery of appropriate personal development solutions and responsible for driving focus on sales across all bases.Successfully created and delivered Cabin Manager development training to enhance performance on board. Show less Supervised and led the performance of cabin crew during flights and at base to ensure company requirements via assessments, performance reviews, feedback and coaching. Led by example to establish two-way communication between crew and relevant departments. Taking prompt action to address issues of capability and performance. Supervised crew with operational issues on a day-to-day basis, addressing, investigating and rapidly resolving or escalating problems which had the potential to interrupt the teams’ performance and levels of service to the customers Show less

  • Regional Manager

    Jan 2010 - Jan 2016

  • Base Manager

    Jan 2008 - Jan 2010

  • Cabin Crew Duty Manager

    Jan 2002 - Jan 2008
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  Thomas Cook Airlines Limited

  Apr 2016 - Jan 2018

  Deputy Head of Cabin Crew

  Led industrial relations meetings with UK Union, chairing meetings and driving change and new initiatives. Deputised for the Director of Cabin Crew Responsible for the seasonal planning of Cabin Crew/Cabin Managers for all basesResponsible for the resourcing of seasonal cabin crew for summer operations Liaised with Group Airlines colleagues to support inter group flying programmeLiaised with the Crew Planning department with initiatives for increased productivityLed commercial change projects from a Cabin perspective through to implementationLed negotiations for a fair and consistent UK Airline Promotion and Selection CriteriaKey member of relationship building with the Trade Union that resulted in no further industrial actionLed bi-monthly webinars for Cabin Crew Show less

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  Thomas Cook Airlines Limited

  Jan 2019 - Feb 2020

  Head of Cabin Crew & Crew Management

  A commercially focused, pragmatic and engaging Senior People Manager with extensive experience of working at both strategic and operational levels in both unionised and non-unionised environments. Responsible for driving a service and sales culture across the 2500 UK Cabin Crew workforce across 10 UK bases to achieve industry leading customer service and revenue generation. Particularly skilled in Industrial relations and ensuring employees are engaged, developed, rewarded, retained and perform effectively against Company objectives Show less

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  MAG (Airports Group)

  Feb 2020 - Apr 2021

  Head of Landside Support & Performance
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  Aer Lingus

  Aug 2021 - now

  IFS Operations & Training Manager