Mohamed Shihata

● Ensured excellence in airport operations (AIRSIDE & LANDSIDE), transportation, and passenger experiences.

● Met and greeted VVIPs, VIPs, referees, tournament teams, and guests.

● Managed hotel-based transport operations, including FIFA VIP arrivals/departures, transport desk operations, and volunteer/driver management.

● Monitored and implemented FIFA ground transport requests in Transportation Management Module (TMM).

● Collaborated with Accommodation, Security & Venue Team for coordinated transport plans.

● Provided transportation-related information to VIPs and ensured effective Wayfinding & Signage.

● Contributed to the success of FIFA Women's World Cup 2023 through outstanding airport and transport coordination.

• Orchestrated training, recruitment communications, and operational/logistics planning for the Customer Experience team during AO23, resulting in a 25% increase in customer satisfaction scores.
• Conducted daily briefings with key stakeholders to ensure prompt issue resolution and devised crowd management templates for various tournament areas.
• Allocated staff based on operational needs, provided daily feedback, and effectively addressed customer concerns.
• Built collaborative relationships with stakeholders from various functional areas and coordinated Customer Experience operations for the Australian Open.

Achievements:

• Improved customer satisfaction scores from 75% to 95% through enhanced team training and communication strategies.
• Streamlined staffing allocation, reducing response time to customer issues by 30%.
• Successfully resolved 100% of escalated customer concerns during the Australian Open.

• Oversaw post-arrival compliance and legal detention of individuals in the COVID-19 accommodation program.
• Promoted and ensured compliance with relevant orders, providing advice and guidance to quarantine participants and international arrivals.
• Maintained detailed records and resolved questions from facility staff, health service providers, and law enforcement.
• Upheld safety and health standards, engaging with authorities when necessary to ensure compliance.

Achievements:

• Achieved a 98% compliance rate with quarantine orders, contributing to public health and safety.
• Reduced average response time to compliance inquiries by 40%, enhancing program efficiency.
• Received commendation for maintaining detailed and accurate records during a challenging period.

• Managed cabin resources, maintained safety, security, and service standards, and provided exceptional customer service as an onboard leader.
• Investigated and resolved customer complaints, welcomed and acknowledged High-Value Customers, and conducted crew performance appraisals.
• Played a key role in maintaining an immaculate image and uniform and consistently met high standards.
• Ensured a private jet ambience in First Class and provided professional service in Business Class, consistently promoting duty-free products.

Achievements:

• Maintained a 100% safety record and received multiple safety excellence awards.
• Improved in-flight service satisfaction scores by 15% through ongoing crew training and feedback mechanisms.
• Consistently achieved a 90% or higher customer satisfaction rating in First and Business Class cabins.