Charmaine Richards’ energy and enthusiasm are evident when you speak with her. The General Manager Passenger and Executive Services, based at OR Tambo International, describes herself as a “do-er” and it’s clear that she’s done a lot in her 42 year career in aviation. Here’s her story…

Charmaine first joined the industry when she took a planned break from education. She was all set to start university and joined South African Airlines (SAA) as a check-in agent, with every intention of leaving after a short spell. But she was captivated by the airport and changed her focus, moving quickly into ticket sales and being given the responsibility of leading a team.

“I was lucky to be given team leader roles early on in my career,” says Charmaine, who made herself available to help out whenever she could. “I’ve always pitched in to support my teams and to cover in other teams when there are staff shortages.” This helpful, ‘can do’ approach even led to a brief stint as a stewardess with SAA – but Charmaine found that she is happier working with her feet on the ground, and eventually joined Menzies in 2008 as Duty Manager of Ticket Sales.

With Menzies, Charmaine has repeatedly spotted business opportunities and devoted all her passion to implementing her ideas. Working with her team she’s opened multiple lounges in South Africa and Namibia, initiated a VIP service and set up a charter handling operation.

“People drive me to do what I do,” she explains. “I love to inspire, I love working with my colleagues and customers. I build those relationships on respect and responsibility.”

Charmaine’s passion for service and pride in a job done well comes from within. “You have to stay faithful to your passion and to what motivates you to ensure a successful career. Compassion, empathy and support for your team members, treating people as individuals and with respect, valuing what they do and what each one brings to the business, has always stood me in good stead.”