Nesma Nasef
Dubai,UAE
Summary
Highly motivated professional with a talent for teamwork and problem-solving. Demonstrates strong mechanical ability, logical thinking, and excellent communication skills. Known for self-confidence, adaptability, and leadership abilities. Skilled in safety procedures, passenger safety prioritisation, and emergency evacuation training. Proficient in cultural sensitivity, assertive passenger guidance, and professional communication. Experienced in food and beverage preparation, security checks, customs regulations awareness, and multitasking efficiency. Committed to maintaining high standards of cabin preparation protocols and ensuring passenger comfort and safety.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Project manager
Clicktick
Dubai, UAE
09.2022 - Current
- Led cross-functional teams to deliver multiple projects on time and within scope.
- Developed detailed project plans that outlined phases, tasks, and resource allocation.
- Implemented risk management strategies to identify and mitigate potential project challenges.
- Coordinated communication between stakeholders to ensure alignment and project success.
- Managed project budgets and resources effectively to optimise project delivery.
- Trained and mentored junior project team members to enhance their skills and performance.
- Developed comprehensive project plans for successful execution and delivery.
Premium Class Flight Attendant
Emirates Airlines
Dubai, UAE
09.2018 - 09.2022
- Thoroughly prepare for each flight. This includes updating self with onboard updates and communications to ensure that all elements of safety and service are consistently delivered on every flight.
- Personally introduce self to each Business/First Class customer with a smile and address them by name at the first point of contact. Assist with their hand baggage and lift when necessary. If unable to lift the bag independently, ask for assistance from the customer or colleague. Ensure customers are familiar with the seat/suite functionality including the IFE system and Shower spa/Lounge facilities (A380).
- Demonstrate excellent knowledge of the Emirates Business/First class product and service standards, including menu items and beverage choices. Discuss options and make recommendations with ease and confidence. Provide guidance to customers on the wider Emirates product and network.
- Show exceptional hospitality and interaction skills. Display a warm, friendly and courteous attitude; builds rapport with customers. Identify opportunities to make a difference to the customers experience by pro-actively anticipating their needs throughout the flight. Personal and considerate towards customers and adapt approach to each customer based on the customers individual needs and preferences.
- Display an excellent attention to detail, which defines and differentiates the Business/First Class experience. Ensure that the customers? needs are anticipated at every stage of the flight and focusing High Value customers including iO, VIPs, CIPs and those with special needs such as mothers with infants and elderly customers.
- Provide information and clarification to customers of known delays, diversions or disruptions. Update customers of any ground arrangements or transfers where this information is available.
- Act as a brand ambassador by displaying immaculate image and uniform standards. Demonstrate a positive and professional image with appropriate conduct and behavior at all times.
- Contribute as an active and supportive team member. Take direction from the Purser, support decisions and act in accordance with the chain of command. Be prepared to work out of grade at any given time and proactively volunteer to assist in other cabins whenever necessary.
- Actively promote Duty Free service to our customers and ensure sales comply with company policies and regulations
Reservation and Sales Supervisor
Dnata
Dubai, UAE
04.2015 - 09.2018
- Led sales team to exceed targets through effective training, motivation, and performance monitoring.
- Coordinated with other departments to guarantee seamless service delivery, enhancing guest satisfaction.
- Monitored competitor activity, adapting sales tactics to maintain competitive edge in the market.
- Reviewed and updated reservation policies to reflect changing industry standards and customer expectations.
- Conducted regular performance reviews, identifying areas for development.
- Streamlined reservation processes, reducing wait times and improving customer experience.
- Prepared accurate and detailed sales reports, providing management with key insights for strategic decision-making.
- Analyzed market trends to develop and implement sales strategies that significantly increased revenue.
- Trained staff on new reservation software, significantly reducing booking errors and improving operational speed.
- Collaborated with marketing team to create compelling advertising campaigns, boosting brand visibility and sales.
- Participated in industry events and workshops to stay abreast of trends and network with potential clients.
- Liaised with travel agencies and tour operators to expand market reach and drive additional sales.
- Addressed and resolved customer complaints with diplomacy, maintaining positive brand image.
- Managed reservation systems with precision, allocating bookings and adjusting schedules to maximize occupancy rates.
- Negotiated contracts with corporate clients, securing lucrative deals and fostering long-term relationships.
- Developed promotional packages to attract new customers, successfully increasing booking rates during off-peak seasons.
- Facilitated team meetings to share best practices, foster collaboration, and align on sales objectives.
Airport Service Agent
Emirates Airlines
Dubai, UAE
04.2013 - 04.2015
- Coordinated all boarding gate operations, including advising passengers of delays, boarding groups and locating missing passengers.
- Implemented baggage handling policies, reducing instances of lost or delayed luggage.
- Assisted passengers with self-service check-in kiosks to expedite processing and improve customer experience.
- Updated passenger records in the airline's database, ensuring accuracy of information.
- Resolved all reservations and ticketing queries.
- 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.
- Processed travel documents and visas in compliance with international regulations.
- Identified and handled priority boarding and VIP passengers, ensuring efficient boarding with minimal disruption.
- Conducted pre/post-flight surveys, eliciting feedback from passengers to improve services.
- Delivered pre-flight briefings to passengers, covering safety procedures and travel guidelines.
- Handled sensitive information with discretion, respecting passenger privacy and confidentiality.
- Assisted RM passengers check-in and board flights, being wary of their condition and limited capacity.
- Identified and processed late-to-gate passengers to ensure customers did not miss their flight.
- Offered detailed information on flight schedules, delays, and cancellations, maintaining clear communication.
- Administered first aid and emergency response when required, prioritizing passenger safety.
Education
Bachelor of Business Administration - Management information system
Nile Academy for Science
EgyptSkills
- Highly motivated and talent in working with group
- Solve different kinds of problems and creative thinker
- Mechanical ability
- Ability to work with others
- Ability to think logically
- Good oral and written communication skills
- Self-confidence
- Coolness under pressure
- Willingness to accept responsibility
- Leadership ability
- Adaptability
- Self-discipline and ability to focus on task at hand
- Safety procedures knowledge
- Passenger safety prioritisation
- Cultural sensitivity
- Assertive passenger guidance
- Report preparation
- Emergency evacuation training
- Seat allocation systems
- Professional communication
- Assertiveness
- Food and beverage preparation
- Stress tolerance
- Security checks familiarity
- Customs regulations awareness
- Multitasking efficiency
- Restraint understanding
- Cabin preparation protocols
Education
other
Languages
Arabic
English
Languages
6,C2
Certification
- Hospitality Learning Experience at Ecole Hôtelière de Lausanne
Timeline
Project manager
Clicktick
09.2022 - Current
Premium Class Flight Attendant
Emirates Airlines
09.2018 - 09.2022
Reservation and Sales Supervisor
Dnata
04.2015 - 09.2018
Airport Service Agent
Emirates Airlines
04.2013 - 04.2015
Bachelor of Business Administration - Management information system
Nile Academy for Science