ALEXANDRE DA COSTA
Dubai
Summary
Inflight performance leader with over 19 years at Emirates Airline. Drives service excellence and operational standards across 2,000+ flights.
Provides top-tier customer service, ensures passenger safety, and enhances in-flight experience. Adept at handling emergency situations with calmness and efficiency.
Passionate about creating memorable travel experiences for passengers while upholding the highest standards of safety and compliance.
Leads training programs impacting 5,000+ crew, fostering consistent compliance and cultural alignment.
Trusted for making people-centered decisions, bridging communication between teams, and influencing cross-functional improvements.
Overview
20
20
years of professional experience
Work History
Flight Purser
Emirates Airline
06.2006 - Current
- Managed a team of 20 cabin crew members for flights serving up to 560 passengers across 4 classes on 2,000+ international flights.
- Effectively observed, reported and fixed over 5K cabin appearance, mechanical, software and other defects, leading to improved passenger experience in line with Emirates standards and customer expectations of a pristine cabin.
- Delivered 1:1 performance coaching for over 1,500 crew, driving 95% alignment with SOPs.
- Resolved 700+ complex customer cases, including VIP and Ultra-High-Net-Worth Individuals service recovery.
- Collaborated with Flight Deck, Dispatcher, Engineering, Cleaning and Catering teams to improve on time performance metrics across different airports and high pressure situations.
- Contributed to inflight safety reporting protocols, reducing non-compliance incidents.
Trainer
Emirates Aviation College
03.2011 - 01.2020
- Train crew on proper meal and beverage service procedures, presentation, and etiquette, including specific requirements for dietary needs and special requests.
- Observe and assess crew performance during service simulations and practical exercises, providing detailed and constructive feedback on their customer service delivery.
- Instruct on handling difficult situations with professionalism and empathy, including conflict resolution and de-escalation techniques.
- Train crew on in-depth product knowledge, including aircraft features, entertainment systems, duty-free sales, and other onboard offerings.
- Instruct on the effective promotion and sales of duty-free products.
- Reinforce Emirates’ strict grooming and uniform standards, ensuring crew consistently project a professional and polished image.
- Contribute to the continuous improvement of service training materials, incorporating feedback from operational flights and industry best practices.
Cabin Supervisor
Emirates Airline
01.2012 - 01.2015
Business Class Cabin Crew
Emirates Airline
01.2009 - 01.2012
- Fast-track double promotion to Cabin Supervisor & Part-Time Trainer after delivering premium service to 6.5K passengers with a 98% customer satisfaction rating.
Economy Class Cabin Crew
Emirates Airline
01.2006 - 01.2009
Guest Management Trainee
The Oberoi Centre of Learning and Development
01.2005 - 12.2005
Education
B.Sc. - Hospitality, Tourism Management & Catering Technology
Institute of Hotel Management
Goa, India05-2005
High School Diploma -
American Embassy School
New Delhi, India06-2002
Skills
- Leadership & Team Management
- Customer Service Excellence
- Aviation Safety & Emergency Procedures
- Excellent Communication and Interpersonal Skills
- Operational efficiency management
- Monitoring quality standards
- Business communication
Languages
English
Bilingual or Proficient (C2)
French
Intermediate (B1)
Dutch
Intermediate (B1)
Portuguese
Elementary (A2)
Hindi
Elementary (A2)
Hobbies and Interests
Health & Fitness | Self Development | Travel | World Cuisine | Art & Design | History & Literature | Luxury Men's Fashion
Certifications and Awards
- UAE Driving License
- GCAA license
- First Aid, CPR, Firefighting certified
- Train the Trainer
- L'art du Vin
- Hospitality Excellence-EHL/Emirates program
- 3 Najm awards(Emirates Recognition Program)
Timeline
Cabin Supervisor
Emirates Airline
01.2012 - 01.2015
Trainer
Emirates Aviation College
03.2011 - 01.2020
Business Class Cabin Crew
Emirates Airline
01.2009 - 01.2012
Flight Purser
Emirates Airline
06.2006 - Current
Economy Class Cabin Crew
Emirates Airline
01.2006 - 01.2009
Guest Management Trainee
The Oberoi Centre of Learning and Development
01.2005 - 12.2005
B.Sc. - Hospitality, Tourism Management & Catering Technology
Institute of Hotel Management
High School Diploma -
American Embassy School
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