Malek Hamdan

Mobile: +974-********

Mail: adbccc@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/malek-hamdan/

Career Objective:

Highly motivated, self-starter, dynamic passenger / customer services and sales manager with 15 years of aviation experience seeks new challenges and opportunities for professional growth and advancement. Brings knowledge of airline and airport operation including passenger handling and ramp handling.

EXPERTISE

Time Management Project Management Teamwork Verbal & Written Communication Problem Solving Service Management

Negotiation Revenue Analysis Public Speaking Presentation Skills Budgeting Critical Thinking Digital Marketing Amadeus

Reservation Motivation Leadership Supply Chain Management Enthusiastic Decision Making General Business Management

Delegation Team Organization Customer Service Satisfaction Coaching Logistics Management Sales Process Team Work

Key Performance Indicator Relationship Building Warehouse Operation Load Control Ground Handling Airline Handling

Ticket Sales Hotel Booking Restaurant Management Social Media Advertising Health & Saftey Management

Work under pressure Proficiency in Microsoft Organizational Skills Attention to Details Ability to be on call 24/7

PROFFESSIONAL EXPERIENCE

October 2013 to Present

General Manager, Private Business handling, running own Restaurant and coffee shop in Lebanon

Responsible for overseeing all operation of the restaurant including hiring, training and performance management of all supervisory and hourly staff.

Inventory management.

Customer service satisfaction

Creation of store goals and promotions to maximize profits.

Secure policy and procedure at all levels of the operation.

Communicates store goals to team effectively and motivates others.

Monitor inventory level and communicate with vendors to maintain business relationships.

Secure appropriate pricing Control all financial duties and reporting are completed accurately including all administrative tasks and payroll and personnel activities.

Seeks to grow customer base and increase store traffic by creating and leading promotion within and outside the store as well as maintaining functional, efficient, pleasant store environment and high quality food and beverage offerings.

Seeks to increase sales, monitors weekly and monthly P&L and works to increase bottom-line profits.

Organize marketing effort including overseeing social media presence.

Completing of sampling and seasonal promotional goals and events and interfacing with various groups and other organizations to grow customer base.

October 2012 to October 2013

Operation Director, Global Holidays Travel & Tourism, Kuwait

Managed the daily operation, sales development.

Dedicated in providing corporate and leisure travel, conferences meetings.

Managing services airline tickets hotels and car bookings.

Developed and enhanced the existed and new clients across the travel channels and improved the revenue and profits across all the travel agent branches.

Lead the whole team at main office and airport branches.

Increased the agency revenue by 40% compare to the previous company records.

Organized more than 6000 hotels and flights tickets for Umrah customers

Managed budget and maintained statistical and financial records.

Constantly motivated the sales staff to hit their targets and ensure company profitability.

Overseeing the recruitment, selection and retention of staff as well as payroll matters and staff traning.

Organizing incentives, bonus schemes and competitions.

Dealing with disciplinary matters and customer complaints.

February 2010 to September 2012

Director Passenger Services, National Aviation Service, Kuwait.

Due to the tremendous increase of business and additional airline and frequencies, I was allocated for the passenger services department which I was handling the following tasks and duties:

Manage all aspects of customer airlines daily operation by monitoring, directing and controlling the activities of assigned personnel.

Perform managerial duties and exercise financial authority at the level established by management for the position.

Ensure the management of operational safety and security policies and procedures for all customer airlines are implemented

Responsible for the service delivery to all the customer airlines and overseeing customer service operation standards and policy implementation.

Prepare customer airline report in line with their requirements.

Build strong relationship with all customer airlines and deliver a customer focused operation.

Monitor the planning resource allocation in each business unit.

Work closely with employees and provide on the job training and coaching.

Ensure adherence to all regulatory requirements for all relevant authorities.

Ensure that airline customer standards are maintained and raised by continuous improvement.

Ensure the safe and secure operations in accordance with the highest possible standards of health, security and all government requirements.

Encourage, manage and develop staff in all aspects of the business.

Control resource and cost allocation within budgetary restraints.

Receive daily report from immediate subordinates regarding the activities of the passenger handling.

Monitor discrepancies and make a corrective action accordingly and report to customer airlines.

Ensure effective communication system exist within the department to reach all passenger services employees.

Prepare and monitor capital and manpower budgets and perform special duties and assignment as directed by higher managed.

Ensure operation manual of NAS is up to date and SOP for all customer airlines as well.

Reporting to CCO on daily basis the operation and discrepancies accruing during the service.

Attending AOC meetings and ensure all new procedures are disseminated to all staff in the department.

Overall management over the activities of passenger handling and ensure sufficient manpower is available to meet the day to day operational requirements.

Monitor the excess baggage handling charges and ensure money deposited in the bank on daily and shift basis.

May 2008 to February 2010

Director, Traffic Services, National Aviation Services, Kuwait

Managed two departments, Passenger Services and Ground Operation with around 600 employees.

Additional to passenger handling department, I was promoted and given additional responsibility for handling the ramp operation, as I handled the following tasks and responsibilities additional to passenger department

Efficiently and profitably manage and direct ramp activities by providing a safe, quality product covering a range of ground handling services to our customers.

Plan operating budgets for the following year to be approved by CCO and CEO.

Efficient resource planning, manpower and equipment.

Ensure complying with the company standard operating procedures (SOPs) and policies.

Ensure service levels are achieved as per all SLAs.

Maintain close and effective business relationship with customer airlines and various control authorities such as airport management, customs and immigration.

Establish strong leadership with all duty officers, supervisors and ramp employees through excellent communication skills and positive work environment.

Monitor and control performance KPIs such as baggage delivery/handling, on time arrivals/departures and ensure they are within established goals.

Ensure that all records of all transactions relating to the operation are maintained.

Assure all employees comply with company rule and procedures and other authority requirements.

Take disciplinary action with subordinates as needed.

Ensure that there are effective planning methods and procedures in place to ensure there are adequate resources such as manpower and equipment to meet operation needs.

Implement, maintain and supervise all safety and security measures related to people, equipment, facilities and aircraft involved in the operation.

Solve conflicts, irregularities and take appropriate action.

Participate in meetings internally and externally as may be required and attend AOC meetings.

Regular meeting with airlines airport manager to discuss all operation related matters.

Monitor the local emergency plan for the qualifications and competencies.

March 2007 to May 2008

Manager Passenger Services, National Aviation Services, Kuwait

Was responsible for Passenger Services department with around 250 employees.

Achievement:

Generate additional income for the company around $300,000 to $500,000 a year from collection and issuing excess baggage chargers from passenger in behalf of the airlines.

Created mishandled baggage home delivery services and generated additional income for the company around $200,000 a year.

Duties and responsibilities:

Make sure the service delivery to the customer airlines and overseeing customer service operation.

Accountable for safety resource management, operation standards, policy implementation, client relations and financial performance.

Ensure all commercial billing data as required for management reports.

Ensure all reports are done for customer airline in line with their requirements.

Build strong relationship with all customer airlines and deliver a customer focused operation.

Planning with duty officers and supervisors re resource allocation in each unit.

Work closely with employees and provide on the job training and coaching.

Ensure adherence to all regulatory requirements for all relevant authorities.

Ensure that airline customer standards are maintained and raised to continuous improvement.

Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security and all government statutory requirements.

Encourage, motivate, manage and develop staff in all aspects of the business.

Control resource and cost allocation within budgetary restraints.

Ensure all cash received from excess baggage handling charges as collected, reported and deposited in the bank on shift basis without any discrepancies.

Ensure MHB mishandled baggage department functioning according to SOP and customer airlines procedures.

Ensure all missing baggage is traced and customer airlines are informed on daily basis.

Meet with new airline planning to operate and discuss with them the service that we offer.

Plan training for all staff and maintain training record for all the staff in the department

Discuss with COO new proposal and give feedback.

Report to COO the passenger service department performance.

February 2006 to February 2007

District Sales Manager, Qatar Airways, Abu Dhabi

Duties and Responsibilities:

Represent Qatar Airways interests in Abu Dhabi.

Manage and control the sales and marketing department to maximize sales revenue for QR, ensure an aggressive approach to meet budgeted goals.

Develop a realistic annual marketing plan and review monthly to update and modify as required by market conditions

Generate revenue through high sales performance and effective sales promotion and intensive market visit.

Support product development and identify new business opportunities.

Distribute assignment, areas of responsibility and allocate sales target to the sales team.

Ensure QR participation in sales campaigns and public events, collecting sales leads for dissemination to concerned departments.

Ensure competing pricing strategy are applied to offer attractive offline fares and up-sells in line with departments.

Manage and supervise marketing and selling activities of the district and penetrate the local market to secure new source of revenue.

Manage relationships with other airlines, corporate houses, government authorities and general public in the district.

Study traffic movement from and to the station and the Qatar Airways market share (MIDT) and identify areas of concern to investigate and make a corrective action.

Understand the market segment and as per assignment, customize product and services to cater to the needs of the specific target audience.

Responsible for the efficiency and smooth running of the station administration of staff and handling of the company’s assets at the station by exercise effective management of the staff in term of selecting, training, motivating, evaluation and disciplining subordinate in appropriate lesion with the personnel functions and ensure that the company assets are properly handled and managed.

February 2004 to February 2006

District Sales Manager/Acting Country Manager, Qatar Airways, Kuwait

Achievement:

Increased the weekly frequency in Kuwait station from 7 flights a week 24 flights a week which been increased lately as created huge market awareness for the trade and the passengers.

Increased the market share for QR by focusing on high yield revenue and targeted the top 10 travel agents in Kuwait using 80/20 concept.

Job Duties and Responsibilities:

Undertake overall responsibility and accountability for the management control and administration of the company’s assets, fiscal and marketing polices within Kuwait.

Undertake the execution of contractual obligation within the remit of the Powers of Attorney, the Qatar Airways Authorities Manual and ensure compliance of local legislation and aviation requirements so that legal and commercial interests are safeguarded and that QR operation is not adversely affected or is levied with any penalties for non-compliance.

Undertake corporate representation of the QR and manage the PR and media relationships keeping a strong focus on commercial objectives and be the custodian of the company’s brand image and ethos for Kuwait.

Build and maintain country wide relationship with political representatives, government departments, regulatory authorities, commercial organization, third party supplies and contractors; and ensure conformity with local and international legal requirements; conventions; polices; procedures and regulations whilst projection the desired image to achieve premier strategic positioning within Kuwait.

Monitor performance of all departments (airport service, cargo, reservation, sales, and finance) through regular departmental meeting as well as monitoring expenditure to ensure all revenue targets are met with a reduction cost revenue ratio in liaison with respective functional commercial sections.

Strategically monitor the markets and continuously review the sales, marketing pricing and distribution strategies with a view to increasing the market shares by using MIDT.

Provide adequate and timely feedback to Head office on achievements/deficiencies/market trends and challenges together with recommendation and insight on issues in order to support the decision making process to protect the overall interest and the profitability of the airline.

Maintain the overall administrative and budgetary control of QR in Kuwait. All department manager report to me to ensure a seamless operation that focuses on the overall objective of the organization.

February 2002 to February 2004

Airport Services Manager, Qatar Airways, Kuwait

Manage and ensure safe, efficient and timely airport operation at Kuwait International Airport in order to ensure that QR image, reputation and customer service levels are maintained and enhanced to the highest standards.

Implement and periodically review strategy to ensure that QR airport staffs carry out all procedures and standard.

Achieve Ground Handling performance targets set by Airport Services such as flight punctuality, check-in standards and baggage delivery times, so that QR remains competitive.

Regular liaison with the management of Handling Agents and other service suppliers in order to identify problem areas and find solutions to them.

Ensure adequate measure are implemented and maintained in order to protect the safety and security o the whole operation, including aircraft, passengers, cargo, baggage and all staff.

Monitor all aspects of the airport operation in order to achieve and maintain high customer service standards.

Lead, guide and develop staff to ensure the maintenance of a disciplined and motivated workforce.

Ensure all administrative tasks claim settlements and general correspondence is executed in timely manner.

Prepare and constantly review local procedures on Diversion/Delay Handling/Disruption and Emergency Procedures for the reference by both QR and Handling agent staff.

Exercise budgetary control on expenditure and maximize excess baggage and ticket sales revenue.

Present QR in AOC meeting and report to Ground Operation in HQ.

Organize and monitor regular emergency drills in all the airline airport area.

November 1999 to February 2002

Airport Services Supervisor, Qatar Airways, Dubai UAE

Responsible for supervising and controlling flight handling activities (flight editing, boarding, transfer, YPs, UMs, VIP, WCHC, WHCR. etc) in order to achieve a high standard of service.

Oversees the inside gate, check in operation of all assigned flight during scheduled work shift.

Oversee cross utilize employees such as baggage handlers, gate and ticketing and keep then on call and highly active during major delays, cancellations and rebooking of flights.

Answer passengers inquires which require managerial level assistance

Responsible to optimum satisfaction and on time departure of flights.

Acted as station coordinator in liaison with GHA and QR department to ensure on time performance targets are met.

Supervising airport team in achieving on time performance.

Facilitating the ramp handling agent, maintenance, cargo and crew to expedite departure.

February 1997 to November 1999

Airport Services Agent, Qatar Airways, Dubai UAE

Achievement:

I joined QR without any aviation back ground, I loved the job and therefore, I was a quick learner as in two month time I have managed the station alone with 2 schedule flights a day for almost 6 months till we have new staff joined.

Duties and responsibilities:

Greet and welcome passengers and offer special attention to VIPs, CIPs, Ums, YPs, disabled passenger, families etc.

Monitor GHA performance and ensure all QR policy and procedures are followed an all flight handling.

Ensure 5 star services are provided to our entire passenger from arrival to departure.

Dealing with flight delays, disruption, DNBs and provide the optimum customer satisfaction.

Liaise with check in, transfer desk and other related areas for the smooth acceptance of passengers.

Escort and direct Arriving and Departing passengers to the respective areas such as Transfer Desk, Visa Counter and Gate.

Coordinating handling of company materials, OCS and records.

Update QR Manual and inform GHA for any new update.

April 1994 to December 1997

Hotel Receptionist, Carlton Tower Hotel, Dubai UAE

Welcome guests and they arrive at the hotel.

Register and check in the guests, assign rooms and issue keys.

Check out the guests and settle their bill.

Take reservation from reservation desk and ensure proper rooms for the guest as per date of arrival and time.

Provide guests with information answer their queries and deal with complaints.

Coordinate with housekeeping and room service when rooms have been vacated and are ready for cleaning.

Enforce rules and policies of the hotel.

Maintain a neat and orderly front desk and reception area.

November 1991 to April 1994

Hotel Receptionist, Mir Amin Palace, Lebanon

EDUCATION:

Diploma in Business Administration – Pitman Education Center, Kuwait 1990

High School Diploma – Rumaithya High School, Kuwait 1989.

COURSES ATTENDED:

Six Sigma Green Belt Training Program – Motorola University April 2007

Think & Act Strategic-Tactic – Focus Learning February 2007

Managing Sales Team – Qatar Airways February 2007

Presentation & Public Speaking – Qatar Airways March 2006

Effective Selling Techniques – Qatar Airways August 2005

Advanced Sales Strategies – IATA Training & Development Institute, Cairo May 2005

Emergency Management Training – Qatar Airways June 2003

Airport Management Course – Qatar Airways May 2003

Product Awareness Course – Qatar Airways October 2002

Aircraft Handling Course – Qatar Airways September 2002

Dangerous Goods Handling – Qatar Airways September 2002

Basic Load Control Awareness – Qatar Airways January 2002

Amadeus Familiarization (Reservation & Ticketing) – Qatar Airways 2001

Supervisory Skills – Qatar Airways November 2000

Presentation Skills – Qatar Airways October 2000

Passport & Visa Requirements for the UK and Forgery Detection – British Embassy April 2000

Professional Telephone Behavior – Qatar Airways December 1999

Quality Customer Care Seminal – The British Council December 1999

Basic Passenger Tariff – Qatar Airways February 1999

PERSONAL DATA

Date of Birth : 06th July 1970

Place of Birth : Kuwait

Nationality : Lebanese

Marital Status : Married.

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