Duncan Pattillo
Toronto,Canada
Summary
With over a decade of dynamic leadership in tourism and aviation, exceling in crafting strategic initiatives for cost control, operational excellence and heightened customer satisfaction. At Flair Airlines, optimized in-flight operations, prioritizing efficiency and passenger experience. At WestJet, led crew bases and destination services, driving revenue growth through innovative strategies and fostering customer-centric culture. My strengths lie in strategic leadership, team development, and decisive decision-making, making these skills a valuable asset in leadership role
Overview
18
18
years of professional experience
Work History
Director, In-flight
Flair Airlines
02.2023 - Current
- Spearhead and direct in-flight operations, championing highest standards of training, service delivery and passenger satisfaction.
- Strategically develop and execute initiatives to optimize in-flight experiences and drive operational efficiency and control cost.
- Drove high levels of improvement with our union relationships by working with our unions while protecting our business.
- Managed complex employee relations issues, fostering positive workplace culture and reducing legal risks.
- Collaborate extensively with cross-functional teams to streamline processes and elevate In-flight Experience delivery, culminating in significant improvement in overall CSAT.
- Orchestrated comprehensive departmental restructure and overhaul, effectively performance managing underperforming team members and attracting top-tier talent.
- Cultivate culture of excellence and accountability among in-flight crew members, propelling performance and fostering continuous improvement.
- Drive revenue growth through overhaul of Buy On-Board (BoB) services while implementing cost-saving measures. Moved revenue from ~$120k to over ~$400k monthly
Senior Manager, Inflight Crew Bases
WestJet
02.2021 - 02.2023
- Managed in-flight crew bases operations, including recruitment, training, and scheduling of crew members
- Managed recall of 75% of base staff during recovery of COVID
- Implemented initiatives to enhance crew performance, morale, and retention rates
- Developed and executed strategies to improve operational efficiency and reduce costs while maintaining service quality
- Collaborated with internal stakeholders to align in-flight operations with overall company objectives.
- Developed budget, strategy and people leadership programs.
Regional Manager, Destination Services
WestJet
09.2017 - 02.2021
- Created and managed destination services and experience operations across multiple regions, encompassing ground operations, customer service, and vendor management.
- Formulated and executed strategic initiatives to elevate destination experiences and drive revenue up 68% and NPS up to 74%
- Cultivated strong, enduring relationships with local partners and suppliers, ensuring seamless delivery of services and fostering collaborative partnerships resulting lower operating costs
- Boosted in destination sales by implementing programs, targeted marketing strategies and fostering strong DMC relationships.
Performance and Support Manager – Inflight (Mat Leave)
WestJet
05.2016 - 09.2017
- Established strong relationships with Flight Attendants and leaders, fostering open communication channels for enhanced cooperation.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Managed day-to-day operations of in-flight department, including non-crew scheduling, performance management, and budgeting.
- Implemented cost-saving measures without compromising on service quality, resulting in improved profitability.
- Introduced new policies and procedures to enhance safety protocols and compliance with regulatory standards.
- Cultivated positive work environment, fostering open communication and teamwork among in-flight staff.
Destination Services Manager
WestJet
05.2014 - 05.2016
- Created and managed destination services and experience operations across Mexican regions, encompassing ground operations, customer service, and vendor management.
- Formulated and executed strategic initiatives to elevate destination experiences and drive revenue and customer satisfaction to new heights.
- Ensured safety and security of guests during excursions by implementing robust risk management procedures.
- Boosted in destination sales by implementing programs, targeted marketing strategies and fostering strong DMC relationships.
- Developed strong relationships with local tour operators, ensuring top-quality excursions for guests.
Flight Attendant/ Cabin Manager
WestJet
07.2013 - 05.2014
Enrichment and Entertainment Manager (Deputy Cruise Director)
THE WORLD of ResidenSea
03.2010 - 07.2013
- Enhanced resident and guest experience by designing and executing diverse entertainment programs tailored to various age groups and interests.
- Developed and maintained strong relationships with vendors, enabling access to high-quality resources for onboard events.
- Evaluated performance metrics, identifying areas for improvement in programming to enhance overall guest satisfaction.
- Developed comprehensive performance management strategy, resulting in increased efficiency and productivity.
- Increased onboard community engagement by organizing special events, outings, and guest speakers for residents.
Assistant/Deputy Cruise Director
Princess Cruises
12.2005 - 07.2010
- Enhanced guest experience by designing and executing diverse entertainment programs tailored to various age groups and interests.
- Managed team of entertainers, ensuring seamless coordination of daily activities and events on board.
- Developed and maintained strong relationships with vendors, enabling access to high-quality resources for onboard events.
- Performance Management of all Entertainment staff
Education
Entertainment Business Management and Film Production (Diploma) -
Vancouver Film School
Vancouver, British ColumbiaActing for Film and Television (Diploma) -
Vancouver Film School
Vancouver, British ColumbiaManaging in a Unionized Environment (Diploma) -
Queens University
Vancouver, British Columbia06.2022
Skills
- Strategic Thinking, Planning and Execution
- People Leadership and Management
- Performance Management
- Customer Experience Enhancement
- Process Optimization and Efficiency
- Relationship Building and Stakeholder Management
- Budget Management and Cost Control
- Regulatory Compliance and Safety Standards
- Labor Relations
- Employee Relations
- Diversity and Inclusion
References
Available upon request
Timeline
Director, In-flight
Flair Airlines
02.2023 - Current
Senior Manager, Inflight Crew Bases
WestJet
02.2021 - 02.2023
Regional Manager, Destination Services
WestJet
09.2017 - 02.2021
Performance and Support Manager – Inflight (Mat Leave)
WestJet
05.2016 - 09.2017
Destination Services Manager
WestJet
05.2014 - 05.2016
Flight Attendant/ Cabin Manager
WestJet
07.2013 - 05.2014
Enrichment and Entertainment Manager (Deputy Cruise Director)
THE WORLD of ResidenSea
03.2010 - 07.2013
Assistant/Deputy Cruise Director
Princess Cruises
12.2005 - 07.2010
Entertainment Business Management and Film Production (Diploma) -
Vancouver Film School
Acting for Film and Television (Diploma) -
Vancouver Film School
Managing in a Unionized Environment (Diploma) -
Queens University
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