Layla Desta Mohamed
Dubai
Summary
Accomplished leader in customer relationship management and VIP guest experience, specializing in executive hospitality and crisis management. Track record of effective emergency response and service recovery, enhancing team performance. Focused on operational efficiency and upholding service standards in multicultural environments.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
Work history
Purser
Emirates Airlines
Dubai
01.2016 - 02.2026
- Led cabin crew teams across all inflight operations, ensuring safety compliance, service excellence, and effective emergency response as Purser.
- Coached and evaluated crew performance, coordinating with stakeholders and using performance data to improve service consistency and delivery.
Cabin Supervisor
Emirates Airlines
Dubai
01.2013 - 01.2016
- Supervised and delegated cabin crew duties during peak flights, improving response times and passenger satisfaction.
- Conducted pre-flight checks and managed passenger issues, ensuring safety compliance and smooth service delivery.
Cabin Crew
Emirates Airlines
Dubai
01.2008 - 01.2013
- Delivered excellent onboard service, ensuring passenger comfort and satisfaction.
- Supported safety checks and assisted passengers throughout the flight.
Senior cabin crew
Ethiopian Airlines
Addis Ababa
01.1998 - 01.2008
- Ensured full compliance with safety regulations and all operational standards.
- Consistently delivered service excellence in alignment with lead crew direction and company standards.
Education
MBA - Business Administration
Arden University
Coventry, United Kingdom 01.2023 - 01.2025
BA - English Literature and Journalism
Addis Ababa University
Addis Ababa, Ethiopia 01.1995 - 01.1998
Skills
- Customer Relationship Management (CRM)
- VIP & High-Profile Guest Experience
- Executive Hospitality Leadership
- Emergency Response in Confined Environments
- Crisis Management & Limited-Resource Decision Making
- Calm & Decisive Under Pressure
- Service Excellence & Brand Representation
- Conflict Resolution & Service Recovery
- Team Leadership & Performance Development
- Cross-Cultural Communication
- Operational Oversight & Safety Compliance
LANGUAGES
English (Fluent)
Amharic (Fluent)
PROFESSIONAL DEVELOPMENT & RECOGNITION
- Published research paper in the Arden University
- Recognized for Leadership & Service Excellence – Emirates
- Punctuality & Attendance Excellence Award – Emirates
- Recognized for leadership contribution and team performance excellence – Emirates
- Selected for advanced service excellence and performance management training
- Continuous professional development in luxury hospitality and guest experience
- Becoming a Thought Leader | Emirates Airlines
- Performance Management: Improving Employee Performance | Emirates
- Giving Feedback to a Senior Employee | Emirates Airlines
Timeline
MBA - Business Administration
Arden University
01.2023 - 01.2025
Purser
Emirates Airlines
01.2016 - 02.2026
Cabin Supervisor
Emirates Airlines
01.2013 - 01.2016
Cabin Crew
Emirates Airlines
01.2008 - 01.2013
Senior cabin crew
Ethiopian Airlines
01.1998 - 01.2008
BA - English Literature and Journalism
Addis Ababa University
01.1995 - 01.1998