Name: Celia Refiti
Job: Team Manager (Check-in) - Air New Zealand
Location: Auckland International Airport, Auckland
Home: Cook Islands/Tonga

Celia was employed in a senior role within a security call centre, when she decided that she needed a new challenge. To achieve that, she started applying for new jobs. Celia started working for Air New Zealand in 2006 as a Check-in Agent. 12 months later she was promoted to her current position as a Team Manager.

What school subjects would help give a person a head start into a job with Air New Zealand?

Definitely Tourism as well as good results in the core subjects such as Math's and English.

Our passengers do not always speak English. Knowing a second language would also be a definite advantage.

From your experience, what could a young person do to get ready for a career with Air New Zealand?

Explore the requirements of the position that you are interested in, such as shift work, be able to demonstrate time management, punctuality, and taking responsibility.

This could be shown by having worked in a part-time role while at school, particularly something requiring good customer service skills such as a job in retail or hospitality.

I would also recommend completing a polytechnic course in tourism. Air New Zealand’s Aviation Institute offers a Certificate in Airline Customer Service that includes a National Certificate in Tourism AND a National Certificate in Aviation – Core Skills. This course is open to the public and is specifically designed to provide people the core knowledge and skills required to work in the aviation/wider tourism industry.

Training is vital. You have to know your role and the requirements of that role. For example, a Check-in Agent not only needs to know about the check-in machines, but other information such as details like Visa’s. Time-limits in international destinations.

The new National Certificate in Aviation (Airline Check-in) is very exciting. It provides a goal for our staff to work towards. It’s also a really big bonus that it is NZQA based, and our staff will have a transcript of their learning available on their NZQA Record of Achievement.

What is one of the biggest challenges to being a Check-in Agent?

Shift work is a huge factor. For example, one of our shifts starts at 3am. Shift work does interfere with social and sporting life. This can include the challenge of helping our customers that may not be used to being awake, let alone travelling at that time too.

What sort of person makes a great Check-in Agent?

Someone that is very positive and friendly. They need to be customer focused and able to deal with pressure.

What are some of the other job roles that Check-in Agents can move on to?

There is often opportunities to move into another role around ground services. This could be a role such as Baggage Tracing, Baggage Makeup, Ramp who load baggage on to the aircraft or into the Concourse team that work with passengers boarding and disembarking from our aircraft.

What are some of the great things about working for Air New Zealand?

The people here are just awesome. It is such a vibrant atmosphere here. No two days are the same here. Everyday has its unique challenges, we come together as a team and work hard to give our customers the very best experience. I really like being a part of that.

You get to see people and particularly families starting out on a travelling adventure. It doesn’t matter if it is just a short trip to the islands or Australia, or an extended working holiday to Europe, this is the first step for those people.

I really enjoy helping first time travellers. They can be really nervous. Ensuring that their check-in process goes as stress free as possible is so important. These little things are so important and rewarding.

There is also the perk of being able to access staff travel. I have been able to travel a lot around New Zealand as well as to the Islands and Australia.

I also get to meet some famous people. I have checked in and escorted Usher to his plane. My daughters really like that I got to do that. We also fly The Warriors and All Blacks so talk to them quite frequently.

So you're a career changer, in that you left a successful security career to work in aviation. What was your motivation to change?
I wanted something different and a new challenge. Something to take me out of my comfort zone. I was in a call centre environment, behind the scenes, so this new role puts me out in front of my organisation, and dealing face to face with my customers.

I think part of it was willing to take a step back from the management role that I was in to an entry level role. It also made a nice change.

What are some of the biggest challenges that you have had to overcome with making the career change?

Firstly was the drop in income, but this was outweighed with the rewarding environment that I have come to here. You get a real sense of satisfaction from helping our passengers.

Where do you see your future?

I think my next step will be to a Shift Manager. A Shift Manager looks after all the individual Team Managers that are on-duty. Long term, I would love to have a role along side the excecutive team that lead Air New Zealand. Helping to make the important decisions for the organisation.

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