Marwan Sharafeldeen
Dubai
Summary
Energetic and customer-oriented Inflight Cabin Crew member with extensive experience in the airline industry. Skilled in providing excellent customer service and overseeing the safety of crew and passengers. Friendly, proactive, and committed to leading successful teams. Versatile professional with a range of transferable skills to add value to any sector. Highly organized and possessing extensive interpersonal communication skills within a multi-cultural setting.
Overview
20
20
years of professional experience
Work History
Cabin Crew Member
Flydubai
10.2023 - Current
- Contributed to airline''s reputation for punctuality by swiftly completing cabin preparation tasks prior to passenger boarding.
- Enforced lost and found procedures for any items inadvertently left behind by travelers.
- Stocked cabin with safety guides, airsick bags and cleaning products after every flight.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Assisted passengers in boarding and deplaning aircraft.
- Responded to passenger emergencies to provide first aid.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Welcomed passengers aboard and provided overview of safety procedures.
- Answered passengers' questions about flight, aircraft and destination.
- Collaborated with flight crew to maximize smooth and safe flights.
Customer Relations Executive
Museum of the Future
02.2023 - 09.2023
- General Functions
- Ensured guests are properly greeted upon their arrival and departure
- Offered consistently professional, friendly, warm and engaging service
- Took actions when necessary, and refer to the managers when an inquiry cannot be dealt with directly
- Supported the guest flow throughout the Museum of the Future
- Handled guest cash and card transactions with limited errors
- Provided exceptional visitor service experiences for guests throughout their visit
- Assisted guests with their transportation, luggage and baby strollers when needed
- Promptly addressed guests' requests, and actively listen to and resolve complaints
- Coordinated and managed communications between guests and staff, and followed up to ensure any customer concerns are resolved
- Promote all MOT amenities and programs offered
- Reception Functions
- Assisted guests with directions, answered questions, and provided information and solutions as needed
- Performed daily reception desk duties when required by your supervisors and or managers
- Provided up-to-date information to guests regarding the exhibitions, events, programs and policies
- Collected and recorded guest feedback accurately and efficiently onto the CRM system
- Ticketing Functions
- Monitored daily ticket bookings, and ensure all logistics are prepared prior to welcoming guests
- Created reservations, bookings, bulk sales, online sales, and onsite sales activities
- Offered up-sell and promotional offers to the guests
- Scanned tickets and membership cards on turnstiles
- Explained ticket types and Museums offerings in addition to any other key information
- Processed admissions and any fees for programs, memberships and events through the ticketing system
- Accurately and clearly communicated the Museum's business practices and policies for admission ticket sales
- Lobby Functions
- Greeted guests as they enter and exit the Museum
- Assisted with access for all guests
- Supported the guest flow throughout the Museum
- Provided orientation information to guests entering and exiting the Museum.
Inflight Cabin Crew Supervisor
Emirates Airlines
01.2013 - 08.2020
- Provided customers with the highest standards of safety, security and service, to gain and retain customer loyalty, ensuring Emirates becomes their airline of choice
- Provided the highest quality of in-flight service, with a focus on service excellent attention to detail and exceeding customer expectations to deliver the "world's best inflight experience"
- Ensured the delivery of the "world's best In-flight experience" by being attentive and responsive to our customer needs
- Responsible for creating and maintaining a premium class environment with the highest level of cabin ambience
- Tailored the service offered to meet the individual needs of each and every customer, to create a "my retreat" experience
- Used individual Service Personality Promise, in line with the defined Service Delivery vision, mission and goals
- Ensured our customers have an experience beyond expectations in order to promote and retain repeat business
- Demonstrated enhanced knowledge of all service standards and procedures, products and services and overall department and corporate information
- Supported and assist other cabins dependent on operational requirements.
Local Host “Representative"
Trafalgar London Handling
02.2011 - 10.2011
- Offered personal concierge services for the company's guests together with being the company's in house representative at company's various hotels to ensure a positive Customer experience.
- Advised customers regarding flight enquiries, checking availability and confirming reservations.
- Assisted customers with finding favorable rates for desired reservation dates, times and locations.
- Worked with hotel staff to accommodate guest requests for specific room locations and amenities.
- Organized and communicated needs of VIP guests, paying extreme attention to detail.
- Advised customers on flight details and baggage limitations using exceptional customer service skills.
- Utilized solution-focused problem-solving approach to best serve aggressive or irritated customers.
- Addressed overbooking on specific room types, working with customers to adjust accommodations.
- Assisted guests with local weather, attraction and dining information to enhance experiences.
- Embodied brand standards, using outstanding communication to deliver high-quality guest service.
Arabic/English International Member Manager
Quintessentially Lifestyle Concierge Services
04.2008 - 08.2009
- Responded to telephone calls and e-mail requests from clients.
- Facilitated concierge operations, answering phones and addressing guest concerns.
- Logged calls and details in system “Siebel” and captured accurate information.
- Organized social events including hotel cocktail parties and charity events.
- Managed travel arrangements, booking flights, arranging accommodation and transfers for guests.
- Supported local sports teams, museums, restaurants and other tourist-oriented spots by informing hotel guests of daily events.
- Researched local venues, restaurants and visitor spots to facilitate guest requests.
- Worked closely with guests, celebrities and VIPs, showing extreme professionalism and respect for privacy.
- Responded to clients in accordance with the terms of their contractual agreements.
- Liaised with the other branches all around the world to get the customers' requests and guarantee the accuracy and quality of fulfilling the request.
Tour Leader / Egyptologist
Freelance
05.2005 - Current
- Worked as an English Speaking Tour Guide/Egyptologist for various British and American companies, i.e Grand Circle, Kuoni, Bales Tours, Trafalgar and Travelsphere.
- Explored landmarks and heritage sites to learn about history and examine architecture.
- Produced and distributed detailed itineraries for customers to identify routes, time and day-by-day journeys.
- Interpreted and translated languages for tourists to comprehend, bridging language barrier gaps.
- Assessed weather and traffic condition to avoid conflict with tour, taking alternative routes to minimize delays.
- Liaised with bus companies to offer personalized tours, providing smooth transportation needs.
- Briefed tourists regarding local currency and money changers to calculate exchange rates and be cautious with spending.
- Researched and assessed hotspots to promote local tourism, artisans and culture, delivering personalized experience.
- Distributed educational materials to use for resources and reference, delivering factual and important data.
Education
Bachelor of Tourism and Hotels Management - Egyptology and Tours Operations Department
Hulwan University
Cairo06.2004
Skills
- Customer Service & Relationship management
- Conflict resolution strategies
- Leadership and Coaching new employees
- Effective negotiation skills
- Dynamic public speaking
- Effective customer complaint resolution
- Customer satisfaction oriented
- Implementation of safety measures
- First aid expertise
- Team management
- Effective multitasking abilities
- Expertise in historical presentations
- Safety awareness
Languages
English
Proficient
C2
Spanish
Intermediate
B1
Arabic
Bilingual or Proficient (C2)
Accomplishments
- Award Winner Cabin Crew for Best Customer Service - Emirates Airlines, August 2013.
- Award Winner Cabin Crew of the Silver Najm for bringing the “Pioneering” value to life - Emirates Airlines, April 2017.
- Honored as a Volunteer for the "Covid-19 Dubai Police Force Crisis Centre" - UAE, May 2020.
- Award Winner Ambassador for demonstrating the "Surprise" behavioral trait - Museum of the Future, July 2023.
Training & Certification
- Decision Making Course.
- Building Customer Relationships Course.
- Developing Leadership Capability Course.
- Building High Performance Teams Course.
- Safety & Emergency Procedures training ensuring aircraft and passengers remain safe at all times, training included fire fighting, in flight emergencies and evacuation.
- Security Training Course to manage security related acts i.e. unruly behavior, hijacking and sabotage as well as addressing personal security concerns.
- Group Medical Training "First Aid" Course to confidently manage in flight medical incidents and delivering first aid including CPR, bleeding, burns and the use Tempus IC device.
References
References Available up on request.
Timeline
Cabin Crew Member
Flydubai
10.2023 - Current
Customer Relations Executive
Museum of the Future
02.2023 - 09.2023
Inflight Cabin Crew Supervisor
Emirates Airlines
01.2013 - 08.2020
Local Host “Representative"
Trafalgar London Handling
02.2011 - 10.2011
Arabic/English International Member Manager
Quintessentially Lifestyle Concierge Services
04.2008 - 08.2009
Tour Leader / Egyptologist
Freelance
05.2005 - Current
Bachelor of Tourism and Hotels Management - Egyptology and Tours Operations Department
Hulwan University
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