Robyn Elizabeth Henley
Queenstown,OTA
Summary
Experienced airport professional with 15+ years in customer service, health & safety, first aid, and aviation operations. Highly adaptable, proactive, and committed to delivering safe, efficient, and high-quality passenger experiences across all airport operations.
Overview
10
10
years of professional experience
Work History
Passenger Service Supervisor
Planebiz / Menzies
Queenstown
12.2025 - Current
- Supervise airport service agents, ensuring safe, compliant, and timely passenger processing.
- Manage irregular operations (IROPs) including rebooking, accommodations, transport, and customer support.
- Coordinate with ramp teams, flight crew, and airline partners for efficient aircraft turnaround.
- Handle escalated passenger situations (UMNRs, VVIPs, deportees) with professionalism.
- Maintain operational documentation and ensure compliance with Civil Aviation Authority standards.
Passenger Service Agent
Planebiz / Menzies
Queenstown
03.2025 - 12.2025
- Facilitated check-in, boarding, and document verification for passengers, ensuring compliance with travel regulations.
- Coordinated passenger flow management and staff allocation during peak periods, optimizing operational efficiency.
- Monitored passenger behaviour to identify and escalate security concerns, enhancing safety protocols.
Activities Cashier
Skyline Rotorua
04.2024 - 11.2024
- Provided exceptional customer service while managing bookings, cash handling, and inquiries to enhance customer satisfaction.
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided exceptional service.
- Trained new recruits on safety procedures to maintain compliance and promote a safe working environment.
Front of House
CBK Bar & Kitchen
03.2024 - 11.2024
- Delivered exceptional customer service in fast-paced environment, enhancing guest experiences.
- Monitored safety and satisfaction of patrons, contributing to positive atmosphere.
- Collaborated with other departments within the restaurant, such as front of house staff and managers, to ensure consistency across all operations.
Control Room Operator
North West Fire Control
10.2020 - 09.2023
- Managed emergency 999 calls, coordinated fire resources, and liaised with agencies to ensure timely response.
- Monitored emergency calls and dispatched appropriate resources effectively.
- Documented incident logs accurately while operating under pressure to support effective incident management.
Care Assistant
Helping Hands Homecare
08.2020 - 09.2020
- Administered medications according to care plans from healthcare professionals.
- Delivered personal care and medication support, ensuring clients' comfort and well-being in their homes.
- Supported clients in maintaining mobility and physical independence.
Business Advisor
Brookson Group
10.2019 - 07.2020
- Advised clients on business strategies and operational improvements.
- Developed tailored financial plans based on client needs and industry standards.
- Guided contractors on tax compliance and financial management to ensure adherence with business regulations and HMRC requirements.
Cabin Crew
Thomas Cook Airlines
England, Manchester
03.2018 - 09.2019
- Administered first aid and executed firefighting procedures to safeguard passengers.
- Provided inflight passenger service and ensured safety compliance.
- Managed seating, baggage, and safety inquiries to enhance passenger experience and maintain operational efficiency.
- Participated in regular training sessions to uphold safety standards and service excellence.
- Collaborated with team members to handle emergency situations calmly and effectively.
- Conducted safety demonstrations and ensured compliance with airline regulations.
Cabin Crew
Monarch Airlines
England, Manchester
04.2016 - 10.2017
- Provided exceptional inflight passenger service, ensuring comfort and safety.
- Addressed passenger seating, baggage, and safety issues proactively, enhancing overall travel experience.
- Applied first aid, firefighting, and dangerous goods knowledge.
Education
A Levels - B, B, C, C
Penketh Sixth Form
England01-2010
GCSEs - A,B, B, BB, C, C, C, C, C
Penketh High School
England01-2008
Skills
- Passenger Service & Customer Experience
- Flight Operations & Aircraft Turnaround Coordination
- Safety, Security & Regulatory Compliance
- Operational Efficiency
- Staff Supervision & Team Leadership
- First Aid & Emergency Response
- De-escalation & Conflict Resolution
- Time Management & Ability to Work Under Pressure
- Adaptability & High Work Stamina
- Communication, Diplomacy & Interpersonal Skills
References
- CBK Bar & Kitchen, Jithin Nizar, 07347270, Jithin@gkmgroup.co.nz
- Planebiz ZQN, Tasi
Personal Information
- Date of Birth: 12/20/91
- Nationality: British
Timeline
Passenger Service Supervisor
Planebiz / Menzies
12.2025 - Current
Passenger Service Agent
Planebiz / Menzies
03.2025 - 12.2025
Activities Cashier
Skyline Rotorua
04.2024 - 11.2024
Front of House
CBK Bar & Kitchen
03.2024 - 11.2024
Control Room Operator
North West Fire Control
10.2020 - 09.2023
Care Assistant
Helping Hands Homecare
08.2020 - 09.2020
Business Advisor
Brookson Group
10.2019 - 07.2020
Cabin Crew
Thomas Cook Airlines
03.2018 - 09.2019
Cabin Crew
Monarch Airlines
04.2016 - 10.2017
A Levels - B, B, C, C
Penketh Sixth Form
GCSEs - A,B, B, BB, C, C, C, C, C
Penketh High School