Ali's CV
Ali Bouhria
CUSTOMER EXPERIENCE | SERVICE OPERATIONS | TEAM LEADERSHIP
Casablanca, Morocco
Profile summary
Multilingual customer experience and service operations professional with 20+ years of international experience across premium aviation, five-star hospitality, luxury tourism, retail, and real estate. Cabin Crew Supervisor with Emirates Airlines since 2010, experienced in leading multicultural teams, delivering VIP service, resolving escalated customer concerns, and maintaining rigorous safety, security, and service standards. Fluent in French and English, with strong communication, judgment, team leadership, and service-recovery skills.
Key skills
SkillsCustomer Experience & Service Recovery Team Leadership & Coaching Complaint Resolution VIP & Guest Relations Service Quality & Compliance Operational Briefings & Reporting Cross-Cultural Communication Workforce Coordination Luxury Hospitality & Concierge Services Vendor & Stakeholder Relations Contract & Lease Administration Service Standards
OperationsProcess Improvement Planning Workflow Design
Professional experience
Cabin Crew SupervisorMay 2010 - May 2025
Emirates AirlinesDubai, UAE- Lead, mentor, and support multicultural cabin crew teams across an international network; conduct pre- flight briefings and performance evaluations.
- Oversee premium service delivery for VIP passengers, high-net-worth clients, and travelers requiring additional assistance.
- Resolve escalated passenger complaints and respond professionally to medical emergencies and inflight security incidents.
- Monitor compliance with aviation safety, security, and premium service standards; prepare detailed post- flight operational reports.
Sales & Marketing Manager – AdministrationJun 2009 - Dec 2009
New Concept General TradingDubai, UAE- Supported brand positioning, marketing, and customer acquisition for premium designer fashion brands entering the UAE market.
- Managed relationships with luxury vendors, distributors, and corporate stakeholders.
Operations ManagerMar 2008 - Jun 2009
VIP Luxury Rent a CarDubai, UAE- Oversaw office operations, fleet logistics, and luxury tourism excursions for international visitors.
- Built working relationships with five-star hotel concierge teams, luxury travel agencies, and corporate event partners.
Senior Sales Executive – AdministrationMar 2008 - Jun 2009
Lagora Real EstateDubai, UAE- Managed residential transactions, lease documentation, and confidential investor records in line with compliance requirements.
- Handled financial administration, including bank transfers and international letters of credit.
Investment Sales ExecutiveAug 2007 - Mar 2008
Just PropertiesDubai, UAE- Prepared sales contracts and closing documents for real estate investors.
- Conducted property valuation assessments and advised international clients on investment options and transaction processes.
Guest Services / Senior ConciergeOct 2004 - Aug 2007
One&Only Royal Mirage HotelDubai, UAE- Delivered five-star concierge services, including tailored itineraries, high-profile reservations, and exclusive excursions.
- Supervised front-of-house shifts and supported adherence to guest-service standards.
Front Desk Agent / ConciergeFeb 2003 - Jan 2004
Touring HotelCasablanca, MoroccoGuest Services & Scheduling ServerJun 2002 - Oct 2002
Steak ‘n ShakeOrlando, Florida, USACultural Representative & Sales Host, Moroccan PavilionApr 2001 - Mar 2002
Walt Disney WorldOrlando, Florida, USA- Selected to host travel-agency conventions and executive VIP meetings with corporate vice presidents.
ADDITIONAL EXPERIENCEFeb 2003 - Jan 2004
Front Desk Agent / ConciergeTouring Hotel, Casablanca, MoroccoEducation
Specialized Technician DiplomaJan 2000
Hotel Management and Tourism InstituteHotel Management & Tourism (Marketing Focus)
Technician DiplomaJan 1997
French Institute of Technical and Business StudiesHotel Management & Tourism (Management Focus)
StudiesJan 1995
Cadi Ayyad UniversityAccounting and Economic Sciences
Certifications
First AidEmirates Airlines Training College
Corporate SecurityEmirates Airlines Training College
Advanced FirefightingEmirates Airlines Training College
Languages
French · Fluent
English · Fluent
Arabic · Fluent