Valrie Samuels
Grapevine,TX
Summary
Hardworking and motivated Customer Service and Performance with fifteen plus years of experience and record of success in Hospitality industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
23
23
years of professional experience
Work History
Performance and Attendance Manager
American Airlines
charlotte/dallas
10.2021 - Current
- Support operational reliability through consistent administration of the attendance policy
- Provide support to flight attendants through guidance on utilizing provided support resources to improve overall attendance
- Conduct investigations on performance discrepancies and execute on decisions/directives.
- Initiated new projects that resulted in increased productivity across all departments.
- Provided leadership during times of organizational change or crisis situations.
- Monitored staff performance and addressed issues.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Catering Operations SUPERVISOR
United Airlines
HOUSTON
09.2020 - 10.2021
- Developed and implemented policies and procedures for catering operations.
- Scheduled staff members to ensure adequate coverage of events.
- Ensured compliance with health codes and regulations related to catering operations.
- Supervised day-to-day activities of catering staff to ensure exceptional customer service was provided at all times.
- Evaluated performance of catering staff regularly and provided feedback accordingly.
Inflight Services SUPERVISOR
United Airlines
O’HARE
12.2019 - 09.2020
- Manage the performance of 180+ union flight attendants to ensure consistent in output against company objectives
- Drove the team to achieve 98% annual completion of quarterly computer-based training
- Foster trusting relations, maintaining visibility planeside to provide support and guidance on new/improved processes.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Performance Manager
Etihad airways
abu dhabi
01.2016 - 08.2019
- Slashed sickness by 60% over a six months period.
- Successfully prepared and implemented performance process for each crew work group
- Direct supervision of disciplinary issuance, including termination and promotions.
- Conducted regular meetings with employees to discuss performance objectives and expectations..
- Designed training programs to enhance employee skillsets in line with organizational objectives.
- Coordinated with other departments such as Training and Development and Recruitment and Selection to ensure appropriate alignment of activities.
Operations and Performance MANAGER
etihad airways
abu dhabi
01.2014 - 08.2019
- Assessed onboard leaders through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Maintained records of employee performance evaluations, disciplinary actions taken, promotions granted.
- Support the Safety department on service process for new aircraft delivery or aircraft retrofit programs.
Leadership Trainer
etihad airways
abu dhabi
01.2017 - 01.2019
- Attend Train the trainer course.
- Created and implemented a comprehensive curriculum for the leadership program, based on identified needs and objectives.
- Assessed results from post-training surveys, analyzing data to identify any potential areas for improvement.
- Achieved a higher level of performance from onboard leaders through development of this project.
Onboard Cabin Manager
etihad airways
abu dhabi
02.2010 - 01.2015
- Successfully managed premium service delivery in First class to the Royal Family and VIP customers.s
- Maintain an immaculate brand image.
- Provided customer service to passengers in accordance with company standards.
- Supervised a team of flight attendants and ensured their compliance with established policies and procedures.
Food and Beverage Manager
etihad airways
abu dhabi
02.2007 - 01.2010
- Ensure VIP guests are provided an above-and-beyond flight journey
- Surpassed duty-free sales target monthly
- Two-time winner of Food and Beverage Manager of the quarter.
- Resolved customer complaints regarding meal quality or service issues in a timely manner while ensuring satisfaction is achieved.
- Maintain the privacy of the VIP guests onboard following protocols.
Sales Executive
Chocoa LLC
Dubai
09.2006 - 02.2007
- Cultivated relationships with existing customers to encourage repeat business.
- Negotiated contracts with clients on behalf of the company.
Food and Beverage Supervisor
fairmont hotel
dubai
09.2005 - 09.2006
- Achieved the highest JD Power scores across all restaurants in 2006
- Conducted daily staff meetings to discuss work performance, customer service issues and operational concerns.
- Investigated customer complaints promptly and took corrective action as needed.
Food and Beverage Supervisor
ritz carlton hotel
jamaica
08.2000 - 08.2005
- Pre-opening team member – deliver excellent customer service, resulting in the hotel being the only Five Diamond rated hotel on the Island of Jamaica.
- Collaborated with server trainees to promptly resolve potential customer concerns.
Education
Masters Degree - Human resources
uk Anglia Ruskin University
Skills
- Customer Relationship Management (CRM)
- Time Management
- Performance Evaluations
- Verbal and Written Communication
- Team Leadership
- Performance Management
- Business Administration
- Operations Management
- Workforce Management
Timeline
Performance and Attendance Manager
American Airlines
10.2021 - Current
Catering Operations SUPERVISOR
United Airlines
09.2020 - 10.2021
Inflight Services SUPERVISOR
United Airlines
12.2019 - 09.2020
Leadership Trainer
etihad airways
01.2017 - 01.2019
Performance Manager
Etihad airways
01.2016 - 08.2019
Operations and Performance MANAGER
etihad airways
01.2014 - 08.2019
Onboard Cabin Manager
etihad airways
02.2010 - 01.2015
Food and Beverage Manager
etihad airways
02.2007 - 01.2010
Sales Executive
Chocoa LLC
09.2006 - 02.2007
Food and Beverage Supervisor
fairmont hotel
09.2005 - 09.2006
Food and Beverage Supervisor
ritz carlton hotel
08.2000 - 08.2005
Masters Degree - Human resources
uk Anglia Ruskin University
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