Mostafa Ismail has over 10 years of experience in customer service roles within the aviation and hospitality industries. He is currently employed by Fly Emirates as a Customer Sales & Service Consultant, where he is responsible for providing excellent customer service and maximizing revenue. Previously, he held supervisory roles at The Torch Doha hotel, including Concierge Supervisor and Airport Representative. He is skilled in handling customer requests, complaints, and negotiations. Mostafa is fluent in English and Arabic and holds multiple professional certifications.

1. Mostafa Ismail
Name: Mostafa Ismail Ibrahim Dawood
Address: Dubai, United Arab Emirates
Nationality: Egyptian
Mobile: +971504472743
Date of Birth: July 20, 1984
Email: mostafa.ismail84@gmail.com
PROFILE
A highly motivated Aviation, Airlines, Hospitality and Customer Service professional capable of delivering at the
highest level, I have first-rate organizational skills and the ability to produce a consistently high standard of work.
With excellent interpersonal skills, I am an effective team player and am capable of engaging and liaising with a
broad range of individuals from a variety of backgrounds. My professional experience to date has provided a
wealth of specialist skills and expertise and I am committed to facing fresh challenges and to pursuing my future
career goals.
PROFESSIONAL EXPERIENCE
Fly Emirates (July /2015) till present Dubai, United Arab Emirates
Customer sales & service consultant
Responsibility:
 Ensure the highest standard of customer service is provided to Emirates customers, provide them with
details on Emirates tariff fares and actively issue online tickets and sell related products.
 Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are
incorporated and that the customer request is met in order to provide them with excellent service.
Highlight to customers the legal requirements covering their journey such as passport, visa & health
requirements and other details such as check-in place and time.
 Actively enhance Emirates revenue earnings by providing options to customer on all products and
services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
 Actively be involved in suggesting new ideas and providing recommendations on the improvement of the
service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
 Ensure that all necessary ticket related documentation is filed; time tables updated, brochures, sale and
promotional material is properly displayed on individual counters providing various options to the
customer which will assist in increasing sales. (Reservations and Ticketing Offices only).
 Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies
received. Whenever possible create a database of all potential customers and develop a personal
relationship with them by giving occasional calls and informing them of new services provided, there by
the customer always contacts the Agent for their travel needs. Reservations and Ticketing Offices only.

2. The Torch Doha hotel (February /2012) to (June / 2014) Aspire Zone, Doha, Qatar.
Concierge supervisor “acting as a Chief Concierge”
Responsibility:
 Arrange all types of transportations like hourly rental or airport drop off of pick up individuals and for large
number of guests or groups with coordination with external limousine companies.
 Make dining and other reservations for patrons, and obtain tickets for events.
 Provide information about local features such as shopping, dining, nightlife, and recreational destinations.
 Make travel arrangements for sightseeing and other tours.
 Performs various Human Resources responsibilities for the concierge department including the preparation of
work schedules to maximize the effectiveness of the department.
 Ensures the shift checklist is completed.
 Serves as a public relations representative. Exhibits a professional demeanor and willingness to assist guests and
management, as requested.
 Follows Occupational Health & Safety regulations.
 To provide a comprehensive and high level of customer service by being vigilant, alert, proactive, approachable
and responsive to the needs of the service users at all times.
 Informs the Assistant Chef Concierge of all pertinent information related to the department and reports
irregularities and problems as they occur along with recommendations for solutions.
 Prepares and distributes reports as requested by management to various departments.
The Torch Doha hotel (November /2011) to (February / 2012) Aspire Zone, Doha, Qatar.
Airport Representative
Responsibility:
 Handling guest arrival with pick up request, and arrange the transportation.
 Assist with guest luggage as and when required.
 Give all hotel facilities information to the guest and assists them in to the car.
 Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel.
 Stand by at the arrival terminal for every flight arrival.
 Write all the additional instruction for guests or information about guest arrival or departure in the logbook.
 Responsible for good service and maintain close relationship with all official sectors at the airport and most of
all, maintain a spirit of team work among the hotel’s personnel. Submit names and arrival flight numbers to
meeting service staff.
 Ensures the neat of appearance and grooming of airport representative officers.
Vodafone Egypt January 2011-November 2011 Cairo, Egypt
Customer service agent
Responsibilities:
 Provide Vodafone Egypt High customers with all required information related to the company products and
services delighting them with a superior customer service.
 Providing guidance in areas of professional matters as requested or needed.
 Applying FCR concept for all customers inquires.
 Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
 Follow up all customers related issues and provide timely feedback to Vodafone Egypt High value Customers.
 Adhere to Customer Operations Department policies and procedures.

3.  Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and
Loyalty.
 Handle and retain all the customers’ complaints within the SLA.
 Implement high quality standards of Customer Service for High customers through exceeding all KPI’s
threshold.
 Explore the required negotiation skills for making payments' deals when needed.
 Create a smooth communication channel with different departments to resolve customer problems and requests
when needed in a highly professional manner.
PERSONAL ACHIEVEMENTS
During the last position “concierge supervisor” i was the one in charge of the full operation of the concierge
attending the management departmental meetings, sending monthly reports about the operation, leading and
training the whole staff coordinating with their superiors. that is all because we had no chief concierge for more
than 18 months which is a long period, that is why the management was relying on me due to my professional
handling way, also during that period by leading the whole team consisting of around 30 persons between
drivers, bellboys and concierge agents and giving them the necessary trainings that could help in optimizing the
service, therefore I could increase our LQA " Leading Quality Assurance" score from 86% to 98% in absence of
a chief concierge and that was a very big success to be added to my records.
KEY KNOWLEDGE, SKILLS & EXPERTISE
 Flexible team player with ability to work on own initiative and consistently meet demanding deadlines.
 Strong interpersonal skills.
 Handling guest requests and complains
 Supervisory skills
 Creative problem solver and decisions maker.
 Ability to handle multiple tasks.
 High technical and trouble shooting skills.
 Excellent sales and telemarketing skills.
 Excellent negotiation and listening skills.
 Capability to work under high pressure with positive attitude.
 Dynamic, creative and self-motivated.
Certifications
 Hotel opening certificate
 Supervisory skills certificate
 Handling guest requests and complains certificate
 Upselling certificate
 On job training certificate
 Train the trainer certificate

4. PROFESSIONALQUALIFICATIONS &EDUCATION
 Faculty of Science Ain Shams University Cairo Egypt 2010
Languages:
 Arabic (Native speaker)
 English (Fluent)
Others:
 Holding an Egyptian, Qatari and UAE driving license.
References:
Person Name: Mr. Sherif Elwan
Company Name: The Torch Doha hotel
Position Title: Revenue Director
Contact Number: +97455183754