Thamine Rouibah
Summary
Customer-oriented General Manager with 18 years of experience focused on promoting loyalty and increasing revenues. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
18
18
years of professional experience
Work History
General Manager
Menzies Aviation Ground Handling
06.2023 - Current
- Ensured safety and security procedures are according to standards set within the Menzies Health & Safety Policy Manual, and according to international aviation standards.
- Monitored performance, and took action to correct any shortfalls.
- Liaised with airline station managers, airport operations management, handling agents, customs, immigration, and security officials, union officials, and other airport stakeholders.
- Provided reports as required, and service delivery measurements.
- Provided leadership to the team and developing their skills.
- Negotiated contracts with airlines and staff agreements with union officials
- Ensured all tasks are performed in accordance with the Company and Airlines specific procedures and policies.
- Required to attend the mandatory training imposed by the Company and Airlines as it applies to the job role.
- Effectively managed station local operational budget Ensured all company procedures and Federal Aviation Regulations were adhered.
- Provided for the safety and comfort of passengers and satisfied their needs and requests, within the limits of sound operational procedures.
- Monitored the departure and arrival of over 65 weekly flights.
- Managed a team of 200 professional employees, including aircraft mechanics, ticket agents, baggage handlers, customer service managers and outsourced vendors.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Duty Manager Airport Services
Swissport Ground Handling
06.2017 - 04.2023
- Led the ground operations team to ensure staff are motivated and deliver consistent excellent service to our customers
- Carried out all ground services functions as required including the identification of legislative, statutory and procedural requirements and ensuring their compliance
- Achieved ground handling performance targets (KPI,SPI) including check in, baggage, ramp operations in order to remain competitive
- Established and maintained effective relationship with customers and airport company representatives to ensure productive relationship is maintained whilst abiding to service level agreements
- Conducted performance reviews and monthly reports on staff and processes to be able to identify potential threats and service failures and provide recommendations for improvement
- Implemented policies and procedures to increase station's efficiency whilst promoting effective safety, security and people management in accordance to the company H&S procedures manual
- Acted as a chair of the local Health & safety committee and prepare, coordinate and participate in the joint QHSE monthly meeting
- Performed safety audits and promote the safety culture by implementing monthly campaigns
- Conducted briefing sessions and deliver clear instruction to ensure smooth operations
- Conducted performance assessment and provide developmental feedback accordingly
- Ensured all safety and security policies are followed and maintained at required level
- Ensured cost effective operational decisions are made including first line supervising, resources and absences
- Anticipated customers and employees needs and plan the operations accordingly taking in consideration P&L responsibility and achieve results
- Managed customers complaints and offer service recovery in timely manner
- Ensured tasks are performed in accordance with airlines specific procedure, policies and standard
Cabin Crew Manager - Guest Experience
Etihad Airways
03.2006 - 06.2016
- Accountable for team leadership and management for excellent service delivery to our customers
- ·Mentored, guided and motivated team to ensure consistently high safety standards on board
- Identified problems and found solutions in order to maintain high quality service and safe operations
- ·Empowered team to showcase of the airline high hospitality standards and exceed guests expectation
- ·Ensured 100% compliance to the company standards, procedures and policies
- ·Conducted performance assessments and set developmental feedback and follow up plan
- ·Drove projects and workshops in order to put adequate procedures and improve performance
- ·Managed customer's complaints and provided service recovery in timely manner
- ·Represented the company in a professional manner and act as an ambassador when required
- ·Established, maintained and promoted effective relationship with internal and external customers
- ·Conducted daily briefings and ensure adherence to policies and standards
- ·Supported the operations during adhoc situations and ensure the company's privacy policy maintained
- ·Provided high management with suggestions to enhance service, product and performance
- Projects managed and drove pilot programs with record of success in different workshops
Education
Aviation Management Diploma - Management And Leadership
University of Quebec At Chicoutimi
Dorval, Canada06.2025
BBA - Business Administration
Ecole Nationale Superieure Du Tourisme
Algeria 10.2004
Skills
- Proven leadership skills and management in functions related to airport operations, airlines and ground handling
- Proficient knowledge of the IATA standards ground handling agreement
- Thorough knowledge of passenger service operations, security, legislation and customer supplier relationships
- Flexible with the ability to adapt rapidly to new environment
- Strong sense of responsibility, communication and decision-making
- Detailed knowledge of Airlines DCS systems, FM, weight and balance, baggage and reservations
- Fully conversant with flight planning and meteorology including loadsheet, fuelling and loading
- Fully familiar with EK customers profile in addition to UAE work culture and customs
- Ability to lead, coach and develop others
- Bilingual French, English
Affiliations
- Chair of the Swissport Health & Safety Committee
- Active member of SAT for Etihad Airways
Timeline
General Manager
Menzies Aviation Ground Handling
06.2023 - Current
Duty Manager Airport Services
Swissport Ground Handling
06.2017 - 04.2023
Cabin Crew Manager - Guest Experience
Etihad Airways
03.2006 - 06.2016
Aviation Management Diploma - Management And Leadership
University of Quebec At Chicoutimi
BBA - Business Administration
Ecole Nationale Superieure Du Tourisme
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