When did you join the Emirates Group?

I joined Emirates in 2008 as an Induction and Support Manager looking after the Induction and Cabin Crew Training (CCT) administration team. As the business grew, the role was split and I now look after CCT as the Training Manager – Induction.

What does your role involve?

I manage a team of full-time induction specialists and part-time trainers, and as a team we

• welcome every new joiner, both cabin and flight crew. Last year, we inducted 2,563 cabin crew and 379 pilots into the Emirates family.
• support and guide new joiners to ensure they have a hassle-free induction and seamless transition when they move to Dubai, and join us.
• work closely with our colleagues in Training (across all disciplines) in supporting and guiding new joiners to ensure they set themselves up for success and meet our high standards.
• manage Service Delivery’s full-day My Service Personality training programme.
• support our colleagues in Commercial, and Corporate Communications, Marketing and Brand, by hosting tours at our crew training facility at Emirates Aviation College, for media, travel agents and VIPs. Last year, we hosted 715 visitors on 57 tours.

What are the highlights of your career so far?

When I joined in 2008, we had 10,000 cabin crew. Today, we have almost 22,000. Our cabin crew come from all over the world and bring with them amazing backgrounds and skills. Welcoming these individuals to our organisation is certainly a highlight.
I’ve helped implement several productive initiatives, which have either helped to save costs, or improved the employee experience – or both! One example was streamlining the week-long induction period for pilots and cutting it down by half. We saved time and money by doing so, but haven’t compromised on the quality of the training.
We discontinued hard copies of the Employee Regulations Manual for new joiners, as it was available on groupworld. This resulted in a saving of around Dhs450,000 a year, and it’s now much easier to maintain and communicate updates. I implemented a cabin crew ab initio meet and greet on arrival at the airport to welcome new joiners, and received a Najm for offering 24-hour support to new colleagues when they moved into our crew accommodation.
Organising a visit for Dubai Expo 2020 delegates to the Emirates Aviation College was also a great experience. We received a letter of praise from Dubai’s Department of Tourism and Commerce Management for how well it was organised.

Why did you get into this field?

I worked for a hospitality chain for 15 years before joining Emirates. I believe that effective development and performance management is crucial for the success of any business.
I get great satisfaction in supporting individuals to be the best they can be, which is why I gravitated toward a career in training and development.
My experience in hospitality has taught me the importance of excellent customer service. I’m happy I can bring this knowledge and philosophy to my internal customers, including our cabin crew and flight crew.

Are there any new training programmes the team is launching for newly joined crew?

We’re constantly updating and enhancing our courses. Last year, we partnered with the Sheikh Mohammed Centre of Cultural Understanding to offer crew a deeper understanding of Emirati culture and working in the UAE. Feedback from the ab initio is that this tour is the highlight of their training and has been an eye opener for them in understanding and appreciating Arab cultures.

What do you love about your job?

I enjoy the fact that no two days are the same, as we are in an operational environment. It’s also great to see that as a team, CCT has a positive impact on the new joiners during their initial days with Emirates.
It’s wonderful to see crew come into the office after a couple of months of flying to say hello and thank us for the support we gave them when they joined Emirates.
It is very satisfying knowing that our new cabin crew feel confident and well equipped for the journey ahead of them. It’s also very encouraging knowing that they are ready for all the opportunities, growth and personal development that will be available to them in the years ahead, and over the course of their career with us.

What do you do to relax and de-stress?

I love to cook and try out new dishes and cuisines. I also keep myself busy by making bead jewellery. When the weather is good, I enjoy going for long walks on the beach.