Emily Metto
PROFESSIONAL EXPERIENCE
Nairobi, Nairobi Province
Summary
An experienced leader & detail oriented individual with exceptional communication skills,strong background in guiding teams, managing complex projects, and achieving strategic objectives.
Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals.
Known for collaborative approach and commitment to excellence.
Overview
21
21
years of professional experience
4
4
Languages
Work History
CEO
TAMZ RESTAURANT & LOUNGE
09.2017 - Current
- Completely remodeled and opened a restaurant that had been closed
- Managed financial operations for streamlined efficiency, reducing overall expenses and maximizing profits.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Developed ,Planned and executed business strategies to increase customer loyalty and retention.
- Developed and implemented comprehensive business plan to maximise restaurant success.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Drove profitability with thorough financial analysis and strategic decisionmaking.
- Established new revenue streams by identifying market opportunities and launching innovative products or services.
- Developed and executed marketing strategies to attract new patrons, resulting in higher foot traffic and improved revenue.
- Implemented cost-saving initiatives to reduce operational expenses without sacrificing quality.
- Optimized supply chain operations for reduced costs and increased efficiency.
- Fostered culture of continuous improvement, encouraging innovation and rewarding exceptional performance.
- Streamlined business processes, resulting in increased operational efficiency across all departments.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Recruited, hired, and trained talented staff to fill vacancies.
- Implemented effective inventory management systems to minimize waste and control food costs.
- Effectively managed payroll responsibilities while adhering to budgetary constraints, promoting cost-effective staffing practices across all shifts.
Flight Purser
KENYA AIRWAYS
06.2014 - 08.2016
- Evaluated performance metrics of cabin crew members, identifying areas for improvement and recommending targeted training initiatives as appropriate.
- Contributed to revenue generation through effective sales techniques for in-flight products and services.
- Managed onboard inventory, minimizing waste and maximizing cost-effectiveness of in-flight services.
- Participated in ongoing professional development opportunities, staying informed on industry trends and updates in order to maintain a high level of expertise within the flight purser role.
- Collaborated with flight crew for seamless operations and improved efficiency during flights.
- Reduced customer complaints through effective conflict resolution and timely responses to concerns.
- Maintained compliance with Federal Aviation Administration regulations through adherence to standard operating procedures.
- Mentored junior cabin crew members, fostering professional development and growth within the team.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Streamlined communication between cabin crew members, fostering a cohesive and efficient team environment.
- Ensured passenger satisfaction by diligently addressing special requests and requirements throughout flights.
- Supported company initiatives for environmental sustainability through conscientious waste management practices and resource conservation during flights.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Championed safety, customer experience and associate programs to foster well-being and achieve corporate compliance.
- Assisted with special projects for airline management, contributing valuable insights and suggestions for process improvements.
SENIOR FLIGHT ATTENDANT
KENYA AIRWAYS
08.2012 - 05.2014
- Achieved high levels of customer satisfaction ratings consistently through proactive problem-solving approach in addressing passenger concerns.
- Improved team efficiency by mentoring junior flight attendants, sharing best practices, and fostering a collaborative work environment.
- Used excellent customer service skills in addressing passengers' needs.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Managed conflict resolution among passengers when necessary, ensuring a peaceful travel environment for all aboard the aircraft.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Streamlined communication between cabin crew members, fostering a cohesive and efficient team environment.
- Managed inventory of in-flight food and beverage items for optimal resource utilization.
- Trained new cabin crew members on company policies, customer service standards, and emergency procedures to ensure consistently high-quality service delivery.
- Participated actively in recurrent trainings to stay updated on industry trends and new airline policies affecting daily operations.
Flight Attendant
KENYA AIRWAYS
11.2004 - 07.2012
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
Public Relations Intern
COMMUNICATIONS AUTHORITY OF KENYA(CAK)
09.2003 - 11.2004
- Drafted, edited and distributed press releases, media advisories and other public relations materials.
- Built strong relationships with media outlets and communications professionals to expand personal network.
- Increased awareness of company services and products with implementation of PR strategies.
- Responded to media inquiries, monitored media coverage and created press reports to influence public narrative.
- Edited internal communications materials including newsletters, ensuring consistency in tone, style, and message alignment with company values.
- Helped plan and execute private, company, and client events.
- Collaborated with internal and external stakeholders to identify key messages and create compelling content for press releases and other materials.
- Coordinated media interviews with organization staff, board members and volunteers.
- Built and maintained positive relationships with public by utilizing strategic plans.
- Facilitated press conferences and other outreach events to raise visibility of organization.
- Monitored and reported on media coverage, providing insights for strategy adjustments.
- Assisted in crisis management, mitigating potential negative impacts on company's reputation.
- Conducted media relations and responded to media requests for information.
- Drafted press releases detailing relevant newsworthy information and supporting brand image, and worked with news media to spread positions.
- Enhanced stakeholder engagement through regular updates and targeted communication strategies.
Education
Bachelor of Arts - International Relations
UNITED STATES INTERNATIONAL UNIVERSITY
Nairobi, Nairobi Province, Kenya04-2004
Skills
Strategic plan
Problem-solving abilities
Operational efficiency & excellence
Reliable and responsible
Effective communication
Effective decision making
Inspirational leadership
Project management
Planning and coordination
Management team leadership
Innovative and visionary
Business development
Results orientation
REFEREES
CALEB KOSITANY
CHAIRMAN OF THE BOARD
KENYA AIRPORTS AUTHORITY
TEL:0722530765
VINCENT MASEKI
BRANCH MANAGER
TAMZ RESTAURANT & LOUNGE
TEL:0701670339
ZIPPIE CHEMTAI
KENYA TOURISM BOARD TRUSTEE
TEL:0746 723827
Timeline
CEO
TAMZ RESTAURANT & LOUNGE
09.2017 - Current
Flight Purser
KENYA AIRWAYS
06.2014 - 08.2016
SENIOR FLIGHT ATTENDANT
KENYA AIRWAYS
08.2012 - 05.2014
Flight Attendant
KENYA AIRWAYS
11.2004 - 07.2012
Public Relations Intern
COMMUNICATIONS AUTHORITY OF KENYA(CAK)
09.2003 - 11.2004
Bachelor of Arts - International Relations
UNITED STATES INTERNATIONAL UNIVERSITY