Mahmoud elserafy

Mahmoud Mahmoud elserafy

Work experience

Work experience
Jul 2013 - May 2015

Customer service agent                               

Qatar Airways

Maintains and enhances customer services by organizing and evaluating
service and delivery systems and procedures; supervising staff.
In the Daily operation shift briefing the staff about the company security
proc edgers, All staff on the definition of business requirements and
distributed to their places of work and the assistant of interest in need of
Always present at the Lounge Reception to Guide the staff, welcome & great
passengers with a Smile upon their swipe-in or swipe-out to/from the
lounges at 100% of times. And Provide personalized service of high stand to
VIP passengers through warm welcome, escort and effective
To ensure that the needs of passengers are met in a caring, courteous and
efficient manner.

Jan 2012 - Jun 2013

Ticketing Officer

Moon Stone Travels

To use the Reservation System for bookings when required i.e. Amadeus and Altea, Researching travel options & presenting the Best Deals  in terms of requirements,Ensure all bookings & reservations are processed accurately, Building strong relationships with clients, Negotiating corporate and best rates with hotel , Ability to achieve branch, team sales and profitability objectives.

Mar 2009 - Oct 2011

Hotel Receptionist 

Transit Hotel

Dealing with special requests from guests (like booking theater tickets or storing valuable, answering questions about what the hotel offers and the surrounding area, dealing with complaints or problems,  able to guide customers in the use of other tourism services provided in the local area, capable of flexibly shifting to assist in serving, floor service and meeting service


Sep 2008 - Jul 2012

B.SC of Tourism Studies & Aviation industrial

Higher Institute of Tourism and Hotels ( EGOTH )

Tourism and Hotels Studies Management and Aviation companies  

Mar 2011 - May 2011

Business administration course 

Arab Academy for Science , Technology & Maritime Transport 
Jan 2013 - Mar 2013

Amadeus Ticketing Course

Arab Academy for Science , Technology & Maritime Transport
Apr 2013 - May 2013

Customer Service & Experience course 

Arab Academy for Science , Technology & Maritime Transport


  • A responsible attitude
  • Ability to make decisions under pressure
  • Calm and patient.  (Patient in stressful situations)
  • Ability to lead and motivate others Team work and sharing
  • Time management (if you can’t be on time, why would the staff?)
  • Accuracy at record keeping
  • IT skills
  • Ability to priorities your own work and other people’s
  • courteous well-groomed and well-dressed
  • Team work  environment  and  work as on spirit.


· Arabic (Mother Tongue)

· English (Fluent)

· Italian (intermediate)

· Russian (intermediate)

Computer Knowledge

·  Microsoft Office

·  Microsoft Windows

·  Amadeus System and altea

· Internet

Hobbies and interests

Gym-Fitness, Hiking, Adventuring, Photography, Outdoor Activities  , Social, Media,Swimming, Reading  And Traveling.