Karolina Bajonczak
New Zealand
Summary
World traveler as a cabin crew, international tour leader and local tour guide. During my work I am not only fulfilled my basic duties but also resolved many unexpected issues with hotels, reservations airport services, transportation and health problems. Dynamic and results-oriented professional with extensive experience in customer service and safety management, notably with Emirates Airlines. Excelled in enhancing passenger satisfaction and safety, demonstrating exceptional interpersonal communications and emergency care skills. Achieved notable improvements in team collaboration and customer loyalty ratings, underscoring a strong work ethic and commitment to excellence in the aviation industry.
Open for new challange and achievement for goals by giving the best customer services. People would describe me as determined, quick learner and committed individual.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Cabin Crew Member
Emirates Airlines
10.2018 - 10.2024
- Contributed to higher customer loyalty ratings by equipping cabin crew with the skills needed to provide exceptional in-flight experiences for passengers.
- Instilled a strong sense of teamwork among trainees, leading to improved collaboration and communication during flights.
- Established clear expectations regarding punctuality, dress code, attendance policies which contributed to enhanced professionalism among crew members.
- Promoted a culture of safety consciousness within the team through ongoing reinforcement of established procedures and best practices.
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Maintained current knowledge of all team position requirements.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Streamlined communication between cabin crew members during flights using established protocols for relaying important information quickly and effectively.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
- Maximized passenger comfort by attending to individual requests, adjusting cabin temperature, and distributing blankets or pillows as needed.
- Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
- Contributed to airline''s reputation for punctuality by swiftly completing cabin preparation tasks prior to passenger boarding.
- Facilitated efficient boarding processes by checking tickets, directing passengers to their seats, and assisting with carry-on luggage storage.
- Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
- Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Enforced lost and found procedures for any items inadvertently left behind by travelers.
- Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Used excellent customer service skills in addressing passengers' needs.
Customer Service Representative
Tui España
04.2017 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Tour Guide and Hotel Representative
ITAKA
11.2014 - 04.2017
- Built personal relationships with guests to promote positive experiences.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
- Improved group safety by vigilantly monitoring tour participants and implementing strict adherence to safety guidelines.
- Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
- Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
- Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
- Participated in continuing education opportunities to stay current on industry trends and best practices.
- Negotiated with venue managers for special access to closed or restricted areas, adding unique value to tours.
- Conducted pre-tour briefings to set expectations and share important information, enhancing guest preparedness and satisfaction.
- Conducted thorough research on cultural landmarks to ensure accuracy and depth in storytelling.
- Collaborated with local businesses to include exclusive stops on tours, enhancing guests' experiences and supporting community.
- Maintained up-to-date knowledge of local events and attractions, recommending must-see sights to tour participants.
Tour Guide
Wezyr Holidays
04.2013 - 03.2014
- Contributed to higher customer loyalty ratings by equipping cabin crew with the skills needed to provide exceptional in-flight experiences for passengers.
- Instilled a strong sense of teamwork among trainees, leading to improved collaboration and communication during flights.
- Established clear expectations regarding punctuality, dress code, attendance policies which contributed to enhanced professionalism among crew members.
- Promoted a culture of safety consciousness within the team through ongoing reinforcement of established procedures and best practices.
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Maintained current knowledge of all team position requirements.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Streamlined communication between cabin crew members during flights using established protocols for relaying important information quickly and effectively.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
- Maximized passenger comfort by attending to individual requests, adjusting cabin temperature, and distributing blankets or pillows as needed.
- Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
- Contributed to airline''s reputation for punctuality by swiftly completing cabin preparation tasks prior to passenger boarding.
- Facilitated efficient boarding processes by checking tickets, directing passengers to their seats, and assisting with carry-on luggage storage.
- Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
- Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Enforced lost and found procedures for any items inadvertently left behind by travelers.
- Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Used excellent customer service skills in addressing passengers' needs.
Education
Master Of International Tourism - Tourism And Travel Services Marketing Operations
Academy of Physical Education
Poznan, Poland06.2012
Bachelor Of Tourism And Recreation - Tourism And Travel Services Marketing Operations
Academy of Hotel Management And Catering Industry
Poznan, Poland 06.2010
Skills
- Customer Assistance
- Reliability and punctuality
- Equipment monitoring
- Cultural Sensitivity
- Team Collaboration
- Passenger service
- Aircraft operations support
- Public interaction
- Business class service
- Airline Operations
- Issue Resolution
- Brand Promotion
- Schedule Management
- Food and beverage preparation
- Aviation regulations
- Emergency Care
- Training and coaching
- Marketing
- Passenger safety management
- Safety Procedures
- Interpersonal communications
- Strong Work Ethic
- Guest Services
- Professional Appearance
- Cultural Awareness
- Public Speaking
- First Aid
- Customer Service
- Hospitality service expertise
- Emergency Situations Management
- VIP services
- Reports and documentations
- Training and mentoring
- Disability Services
- Compliance and regulations
- Employee interaction
- Relationship Management
- Food and Beverage Service
Languages
English
Native or Bilingual
Polish
Native or Bilingual
Spanish
Elementary
Certification
* "Be a holiday representative" - Academy Rainbow Tours
* Sign Language - Polski Związek Gluchych
* " Tour guide" - Travel agency Atut SP. Z.O.O
Timeline
Cabin Crew Member
Emirates Airlines
10.2018 - 10.2024
Customer Service Representative
Tui España
04.2017 - 09.2018
Tour Guide and Hotel Representative
ITAKA
11.2014 - 04.2017
Tour Guide
Wezyr Holidays
04.2013 - 03.2014
Master Of International Tourism - Tourism And Travel Services Marketing Operations
Academy of Physical Education
Bachelor Of Tourism And Recreation - Tourism And Travel Services Marketing Operations
Academy of Hotel Management And Catering Industry