KAOUTAR EL BALAGHI
Manchester,ENGLAND
Summary
Experienced Aviation and Hospitality Professional with a strong background in international aviation and luxury hotel management. Currently a Cabin Manager at Ryanair, leading teams in high-pressure settings while ensuring safety and service standards. Combines nine months in five-star hospitality with over four years in customer-facing leadership, delivering exceptional passenger and guest experiences.
Overview
3
3
Languages
1
1
Certification
9
9
years of professional experience
Work History
Cabin Manager
Ryanair
01.2024 - Current
- Led and coordinated cabin teams, establishing clear expectations for service, safety, professionalism, and operational performance to enhance overall passenger experience.
- Take ownership of customer concerns and service-recovery situations, applying sound judgement and a solutions-focused approach.
- Make confident decisions in demanding and time-sensitive situations while maintaining composure and attention to detail.
- Conducted team briefings and delegated responsibilities, providing ongoing support to colleagues to ensure smooth daily operations.
- Communicate effectively with an international customer base and collaborate with flight crew and operational teams.
- Supported customer engagement and contributed to commercial performance by consistently upholding professional service standards.
Five-Star Hotel Experience
Adam Park Marrakech Hotel & Spa
Marrakech
01.2023 - 09.2023
- Delivered attentive, professional service to international guests in a five-star hospitality environment, ensuring high satisfaction levels.
- Managed guest complaints with calm communication and effective problem-solving, contributing to guest retention and satisfaction.
- Assisted guests with enquiries and requests, fostering a welcoming and discreet atmosphere to enhance their experience.
Customer Service Representative
Welp Help
01.2022 - 01.2023
- Applied active listening, clear communication and problem-solving skills to support positive customer outcomes.
- Resolved service issues promptly, enhancing overall customer satisfaction.
- Managed customer enquiries in fast-paced call-centre environment, identifying effective solutions.
Flower Shop Manager
flowers by andam
Marrakech
01.2018 - 01.2022
- Managed daily operations and led team in delivering exceptional customer service.
- Hired and trained staff for optimum performance against sales and marketing objectives.
- Built strong client relationships, handled special requests and resolved customer concerns professionally.
Education
International Certificate - Management
atlantique
marrakech01-2023
Bachelor's Degree - English Studies - Linguistics
Cadi Ayyad University
MoroccoSkills
- Operational Coordination
- Safety compliance
- Customer Relationship Management
- Guest Relations
- Complaint Resolution
- Problem Solving
- Customer Experience
- Service Excellence
- Team Leadership
- Sales and Commercial Awareness
- Attention to Detail
- Multitasking
- Flexibility in schedule
Custom
- Bachelor's Degree in English Studies - Linguistics, Cadi Ayyad University, Morocco, Student Event Leadership, Event Planning & Coordination, Team Collaboration
- International Certificate in Management, 2023
Languages
English
Advanced
C1
French
Intermediate
B1
Arabic
Proficient
C2
Certification
- [Flying certification] certified by ryanair
Timeline
Cabin Manager
Ryanair
01.2024 - Current
Five-Star Hotel Experience
Adam Park Marrakech Hotel & Spa
01.2023 - 09.2023
Customer Service Representative
Welp Help
01.2022 - 01.2023
Flower Shop Manager
flowers by andam
01.2018 - 01.2022
International Certificate - Management
atlantique
Bachelor's Degree - English Studies - Linguistics
Cadi Ayyad University