Mahmoud Afify
Summary
Customer Service Professional with over 15 years of experience in hospitality and aviation, renowned for enhancing guest satisfaction and operational efficiency. Demonstrates exceptional leadership and communication skills, driving team success and customer loyalty through innovative service strategies. Committed to leveraging extensive expertise in customer interaction and safety procedures to foster a welcoming and secure environment.
Overview
12
12
years of professional experience
Work History
Barista Shift Supervisor
LTH Hospitality
01.2026 - Current
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
Assistant Manager
Arabique Coffee Shoo
09.2025 - 01.2026
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
Shift Leader / Customer Service Trainer
Daily Provisions
03.2023 - 04.2025
- Created positive guest experience by listening to guest needs and recommending options to meet requests.
- Directed and assisted in general dining room cleaning and sanitation.
- Managed opening and closing duties to facilitate restaurant operations.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers. Orchestrated communication between kitchen staff and servers, resulting in timely service and increased customer satisfaction.
- Trained new staff on customer service best practices, contributing to a positive team environment and improved service quality.
- Maintained high standards of cleanliness and sanitation, ensuring compliance with health regulations and enhancing guest comfort.
- Enhanced customer service protocols, leading to noticeable improvements in guest satisfaction and repeat visits.
STORE MANAGER
Mattoo Coffee Shops
11.2021 - 01.2023
- Oversaw a team of 3 baristas, providing guidance and support to ensure high-quality coffee and exceptional service.
- Developed and implemented marketing strategies to increase customer traffic and sales, resulting in a 70% increase in revenue.
- Monitored and maintained inventory levels, ordering supplies as needed to ensure adequate stock of coffee beans, cups, and other items.
HR Coordinator
Eg Agency
07.2021 - 11.2021
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Maintained human resources information system and kept employee files up to date and accurate.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
FLIGHT ATTENDANT/SENIOR CABIN CREW MEMBER
Qatar Airways
10.2014 - 06.2021
- Provided excellent customer service to passengers, ensuring a comfortable and enjoyable flight experience.
- Ensured compliance with safety regulations and procedures, including pre-flight safety checks and emergency preparedness drills.
- Demonstrated leadership skills in coordinating with other flight attendants to manage emergency situations and maintain passenger safety.
- Maintained a clean and organized cabin, including restocking food and beverage supplies and cleaning surfaces.
- Acted as a brand ambassador, representing the airline in a professional and positive manner.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Dealt with mechanical and passenger emergencies according to standards.
- Kept customers seated and carry-on baggage stored properly to comply with safety regulations and procedures.
- Observed passengers for intoxication or possible threat to safety.
- Executed menu and drink orders to meet preferences of passengers.
- Maintained database of in-flight entertainment and assisted passengers with selections.
Education
Bachelor of Law -
Ain Shams University
Egypt 09.2005 - 10 2010
Skills
- Customer Service
- Leadership
- Communication
- Sales
- Inventory Management
- Problem Solving
- Organization
- POS Software
- Team Management
- Safety Procedures
- Hospitality
Languages
- English
- Arabic
Certificate
- Food protection certificate
Timeline
Barista Shift Supervisor
LTH Hospitality
01.2026 - Current
Assistant Manager
Arabique Coffee Shoo
09.2025 - 01.2026
Shift Leader / Customer Service Trainer
Daily Provisions
03.2023 - 04.2025
STORE MANAGER
Mattoo Coffee Shops
11.2021 - 01.2023
HR Coordinator
Eg Agency
07.2021 - 11.2021
FLIGHT ATTENDANT/SENIOR CABIN CREW MEMBER
Qatar Airways
10.2014 - 06.2021
Bachelor of Law -
Ain Shams University
09.2005 - 10 2010