Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Ilham Choufani

Ilham Choufani

Summary

I take a humble, optimistic and enthusiastic approach when leading large and culturally diverse teams. I embrace change, while also remaining both adaptable and loyal. I strive to demonstrate leadership capability and I am an experienced team player with demonstrated history of working in the airlines /Aviation industry .Skilled in Operations Management, Business Development. I aim high to exceed expectations when delivering on objectives and I display resilience and control when under pressure, never losing heart or focus when facing a challenge.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Duty Manager

Plaza Premium Lounge
11.2023 - Current
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
  • Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
  • Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
  • Implemented new procedures to optimize workflow efficiency within the front desk team.

Duty Manager /VIP Terminal

Abu Dhabi Hospitality Company
06.2022 - 11.2023
  • Manage The Day-to-Day Operational Activities and Manpower Resources of The VIP Terminal, Golden Class Meet and Assist Services & Diamond Lounge
  • Developed and implemented services standards and procedures to ensure guest satisfaction and adherence to brand standards
  • Oversee Customer Relationship Management To enhance Strength and Retain Business
  • Perform Admin Responsibilities
  • Collaborated with airline partners and vendors to execute special events, promotions, and partnership
  • Managed Major Events and forum in the VIP terminal HUB
  • Participated In Recruitment Sessions and Conducted Interviews
  • Conducted Staff Performance Reviews and Investigation Hearings
  • Maintaining service level agreements with service providers
  • Maintained lounge appearance and cleanliness to meet brand standards and ensure a welcoming atmosphere for the guests
  • Fully Accountable for Service Delivery for High-Value Customers.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
  • Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
  • Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.

Operations Manager, Premium Services

Etihad Airways
04.2019 - 11.2020
  • The scope of my role was to effectively manage and motivate the Hub Premium Services Operations team
  • Ultimately I was responsible for special services, premium Check-in, unaccompanied minors center, and limousine desk
  • Fully accountable for service delivery for high-value customers and all premium products & services within the ground operations
  • Managed all existing HUB special services, Residence, VVIP handling and commercially important services for guests of the Chairman and CEO
  • Effectively managed complete operations, administrative control, and performance management for >100 employees
  • Consistently delivered agreed targets /KPI'S and set achievable targets for all the team members
  • Managed Major Events and forum in the HUB, that premium services are involved in providing assistance for both arrivals and departures
  • Managed the pilot area for OPEX implementation at AUH HUB, driving OPEX within the team while simultaneously assisting other areas of the business in developing related concepts
  • Proven ability to develop excellent relationships with internal and external stakeholders.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Reported issues to higher management with great detail.
  • Assisted in recruiting, hiring and training of team members.

Duty Operations Manager

Etihad Airways
11.2013 - 04.2019
  • Successfully lead teams in multiple locations within the Etihad Hub Operation, with significant experience within the Transfer, First Class / Business Travel operations
  • Competently managed all aspects related to international airport operations, including the functions of; customer service, safety, security, punctuality and performance, emergency / disruption procedures
  • Developed strong relationships with the Airport Authority and Government Agencies
  • Establish and maintain excellent relationships with colleagues from other Airlines
  • Provided solutions to service and operational issues throughout the Etihad network
  • Mentoring, Coaching, developing and leading a culturally diverse workforce in a high-pressure and often challenging environment
  • Assisted with project delivery and facilitated customer service training, aimed at achieving Operational Excellence
  • Conducted staff performance reviews and investigation hearings
  • Participated in recruitment sessions and conducted interviews
  • Maintaining service level agreements with service providers
  • Directly managed a team of > 100 employees.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Duty Operations Supervisor

Etihad Airways
04.2011 - 11.2013
  • Direct, supervise and coordinate guest service agent to ensure that efficient guest, baggage check-in procedures are properly taken care of
  • Coordinated and facilitated product, system and regulatory training requirements for international, regional and domestic operations
  • Accountable for systems, policy / procedure awareness, soft skill and on the job training and coaching
  • Ensured that standards were maintained, and staff were fully briefed, by means of delivering informative sessions.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Achieved cost savings through diligent budget management and negotiation with vendors on pricing and contracts.

Senior Airport Duty Officer

Etihad Airways
10.2007 - 04.2011
  • Supervised and mentored staff on shift, to ensure that all tasks were appropriately covered, whilst maintaining a positive working environment
  • Assisted with delivering aircraft departure punctuality at passenger boarding facilities, ensured ancillary revenues were generated and passengers with short connections were escorted
  • Ensured that the airline products were utilized, and customer's expectations were exceeded.
  • Enhanced operational efficiency by streamlining communication processes within the team.
  • Collaborated with other departments to ensure smooth operations and effective coordination during critical incidents.
  • Maintained safety standards by conducting regular inspections and implementing corrective actions as needed.
  • Provided exceptional customer service, addressing concerns promptly and professionally.
  • Provided support during crisis situations by acting as a liaison between stakeholders.
  • Ensured compliance with regulations by maintaining up-to-date knowledge of industry standards.
  • Trained new duty officers on company policies and procedures, ensuring consistent performance across the team.

Hub Controller

Gulf Air
03.2006 - 10.2007
  • Monitored flight movements through AIROPS and DCS systems
  • Coordinated with Customer Services Operation Control and other Airport Authorities, to decide on holding or releasing aircraft based on commercial and operational requirements
  • Coordinated with Customer Service, Reservations and other agencies of HQ for alternatives for misconnect passengers, providing recommendations for suitable rerouting of passengers and baggage
  • Liaised with internal / external stakeholders to ensure all related aircraft services and equipment were available for handling in a timely manner
  • Coordinated with global airport's flight handling departments, to ensure that transfer passengers and their baggage were efficiently handled.
  • Reduced month-end closing time by optimizing reconciliation procedures and improving collaboration between departments.
  • Enhanced financial reporting accuracy by streamlining accounting processes and implementing internal controls.
  • Increased cash flow by diligently managing accounts receivable and implementing effective collection strategies.
  • Ensured timely financial statement preparation, allowing for better decision-making and strategic planning.
  • Managed budgeting process, aligning departmental budgets with organizational goals and monitoring performance against targets.
  • Developed comprehensive financial models to support management in forecasting and scenario analysis.

Customer Service supervisor

Gulf Air
01.2002 - 03.2006
  • Coordinated and facilitated product, system and regulatory training requirements for International, Regional and Domestic operations
  • Supervise the activity at transfer desk/Check-in/Boarding gates, manage the team and allocate responsibility
  • Accountable for systems, policy / procedure awareness, soft skill and on the job training and coaching
  • Ensured that standards were maintained, and staff were fully briefed by means of delivering informative sessions.

Customer Service Representative

Gulf Air
01.2000 - 01.2002
  • Anticipated contact with high yield passengers prior to check-in and extended necessary courtesies as required
  • Undertook passenger escort and service duties as directed by Supervisor, with significant emphasis on passengers who were requiring special service
  • Provide Maximum attention /care to passengers on delayed flight and denied boarding passengers
  • Provide assistance to passengers at baggage reclaim areas, liaise with ramp agents for quick delivery of baggage
  • Liaised with baggage services and followed up with passengers lost / delayed baggage.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Diploma - English Language and Modern Literature

MOHAMMED V UNIVERSITY
Rabat, Morocco
06.1997

High School Diploma - Modern Literature

HIGH SCHOOL OF MOROCCO
Rabat, Morocco
06.1994

Skills

  • Leadership
  • Building Effective Teams
  • Coaching
  • Customer Service
  • Premium Services
  • Conflict Management
  • Communication
  • Problem Solving
  • Customer Relations
  • Performance Management
  • Risk Management
  • Decision Making
  • Operational excellence
  • Operations Management
  • Relationship Building
  • Delegating Work
  • Goal Setting
  • Resource Allocation
  • ERP Training

Certification

  • Six Sigma Principles
  • Management in Action
  • Excel Skills For Business
  • NLP Training
  • SAT ERP
  • Interview Skills
  • Stress And Time Management
  • Management effectiveness workshop

Languages

English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Italian
Elementary (A2)

Timeline

Duty Manager

Plaza Premium Lounge
11.2023 - Current

Duty Manager /VIP Terminal

Abu Dhabi Hospitality Company
06.2022 - 11.2023

Operations Manager, Premium Services

Etihad Airways
04.2019 - 11.2020

Duty Operations Manager

Etihad Airways
11.2013 - 04.2019

Duty Operations Supervisor

Etihad Airways
04.2011 - 11.2013

Senior Airport Duty Officer

Etihad Airways
10.2007 - 04.2011

Hub Controller

Gulf Air
03.2006 - 10.2007

Customer Service supervisor

Gulf Air
01.2002 - 03.2006

Customer Service Representative

Gulf Air
01.2000 - 01.2002

Diploma - English Language and Modern Literature

MOHAMMED V UNIVERSITY

High School Diploma - Modern Literature

HIGH SCHOOL OF MOROCCO

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Ilham Choufani