1. MARIE GRACE IGPIT GENERAL
grazie23ph@yahoo.com
+639954492268; +639984536799
Philippines
CAREER PROFILE AND OBJECTIVE
A self-motivated,safetyandfive-starCustomerServiceProfessional withsolidtenyearsof experience in
Aviationand Customer Satisfaction as Cabin Service Director seeking to pursue career in a challenging
environment where the aforementioned qualities can add value.
CORE COMPETENCIES
Customer Service, Employee Relations, Team Management, Team Building, Employee Training,
Workforce Planning, Safety, Aviation and Commercial Airlines Customer Satisfaction
EDUCATION
Holy Cross of Davao College – Davao City Philippines
Bachelor of Science in Commerce Major in Banking and Finance
June 1998- March 2002
PROFESSIONAL EXPERIENCE
Qatar Airways
Cabin Crew – Cabin Service Director
March 2015 to Dec 2016
Doha, Qatar
Duties
• Airline’s brand Ambassador
• Improve the presentation and competitiveness of the cabin crew team and the service they
provide to customers through leadership and management.
• Provide effective leadership, support, facilitation and management to achieve high standards
and continuous improvement of the cabin crew business plan.
2. • Demonstrate the leadership skills of coaching, motivating and counseling of cabin crew.
• Maintain up-to-date knowledge of current safety, security and cabin services requirements.
• Possess updated knowledge on all the company products.
• Recognize quality performers and follow up on the poor crew performance to achieve
improvement in the future.
• Maintain communication with relevant staff involved in day to day flight.
• Ensure cabin crew maintains company grooming and uniform standards.
• Contribute to the development of on board service policy.
Contribute toimprove on time departure performance by liaison and cooperation with airport
ground staff.
• Communicate to customers all relevant information.
• Ensure individual behavior is maintained with socially acceptable limits and takes corrective
action where necessary to preserve company image.
• Cost effective use of capital and resources.
• Safety and welfare of the flight, crew and passengers.
• Produce and prepare documents, briefing papers, reports and presentations, agendas and
minutes for pre and post flight briefings.
Qatar Airways
Cabin Crew - Cabin Senior Supervisor
July 2012 to March 2015
Doha, Qatar
Duties
• Reports to Cabin Services Director.
• Provide effective leadership, support, facilitation and management to achieve high standards
and continuous improvement in all aspect of Customer Satisfaction.
• Ensure the optimum standard of service is provided to the customers.
• Identifyandsatisfactorilyresolvecustomerproblemsandcomplaints on the spot and following
up where required.
• Contribute to on time departure performance by liaison and cooperation with airport ground
staff.
• Communicate to customers all relevant information.
• Produce and prepare documents, briefing papers, reports and presentations, agendas and
minutes for pre and post flight briefings.
Qatar Airways
Cabin Crew – Premium Class (First and Business Class cabin)
July 2008 to July 2012
Doha, Qatar
Qatar Airways
Cabin Crew –Economy Cabin
March 2006 to July 2008
3. Duties
• Maintain the services reputation as cabin service and safety professionals second to none.
• Improve the performance and competitiveness of the Premium Class product and the airline
overall.
• Reports to Cabin Services Director and / or Cabin Senior.
• Provide outstandingcustomerservice,bycreatinganenvironmentthatimpresses our Premium
Class customers, through our service and by recognizing their individual needs.
• Maintain up-to-date knowledge of current safety, security and cabin services requirements.
• Updated knowledge on all company’s products.
• Operate and contribute towards the success of the Premium Class galleys and cabin through
flexibility and initiative, and supporting other cabins.
• Represent and promote the brand in a positive and professional manner to build loyalty both
internally and externally.
• Resolve customer issues and problems on the spot and take follow up action via the Cabin
Services Director.
• Maintain a high standard of personal presentation at all times consistent with the company’s
standards so as to represent the company in a positive and professional manner.
• Work togetherwith other department staff and contractors to ensure effective teamwork and
quality results.
• Use equipment and supplies appropriately and follow up and report instances of misuse,
damage, and waste, including ideas for improvement.
• Generate growth in revenue by participating and actively promoting the Inflight Duty Free
products and ensuring customs requirements regarding alcohol bars are met as required.
TRAINING AND SEMINARS
• Premium Service Execution – Qatar Airways
• Aviation Safety – Qatar Civil Aviation
• Cabin Service Director Trainings – Qatar Airways
• First Aid – Qatar Airways
LANGUAGES
• English – fluent
• Filipino – basic
IT SKILLS
• Advanced MS Office user: Word, Excel, Outlook, PowerPoint, etc.
PERSONAL DETAILS
Date of Birth: 20 December 1981
Current Count of Residence: Doha, Qatar
Marital Status: Single
Current Base: Philippines
