Areas of expertise
Background
I'm Tourism, Destination Development, and Airport Operations professional with over 15 years of progressive experience spanning international hub airports, airline passenger services, and partnership-led tourism initiatives. His career bridges frontline aviation operations and strategic destination development, with strong exposure to safety-critical environments, public–private collaboration, and large-scale visitor programs.
He played a key role in the launch, growth, and commercialisation of Discover Qatar, a nationally recognised tourism initiative developed with Qatar Airways and government stakeholders. From early pilot activity as a free city tour to its evolution into a scalable paid product, he contributed across operations, stakeholder coordination, visitor journey design, performance reporting, and customer engagement—helping convert transit passengers into visitors while strengthening destination visibility and tourism value.
In parallel, he has held supervisory and duty management roles in passenger services, overseeing terminal operations, customer experience delivery, on-time performance (OTP), regulatory compliance, and real-time disruption handling for international airlines. He has led frontline teams, coordinated with airport authorities and government agencies, and supported critical operations including VIP and state movements.
Academically, I hold Bachelor’s in Tourism Studies, a Post Graduate Diploma in Data Science, and an MBA in IT & FinTech, and is currently pursuing an MSc in Air Transport Management at Cranfield University. This multidisciplinary foundation supports a data-driven, systems-thinking approach to aviation operations, tourism strategy, and service design.
Experience
- Supervised end-to-end passenger handling for international airlines, ensuring efficient check-in, boarding, arrivals, and customer service delivery.
- Oversaw terminal operations during assigned shifts, including resource deployment, stakeholder coordination, and operational briefings.
- Drove on-time performance (OTP) by managing turnaround activities, resolving real-time issues, and ensuring SOP compliance.
- Acted as authorized personnel for issuing Airport Entry Passes (AEP) and obtaining required security/operational approvals.
- Liaised daily with airport authorities, government agencies, airlines, and service providers to manage disruption and maintain stakeholder alignment.
- Managed customer experience operations on a shift basis with support from direct reports supervising operational zones.
- Promoted safe working practices by identifying unsafe behaviors and applying Just Culture principles.
- Conducted operational assessments through regular observations, addressing non-compliance and implementing improvement actions.
- Ensured company and OAL standards were met in line with agreed SLAs and compliance requirements.
- Reviewed SOPs, provided feedback, and reported discrepancies within operational areas.
- Participated in management meetings to resolve operational, safety, and security issues and update SLAs where required.
- Monitored live operations to address service gaps, minimizing reputation risks and ensuring a seamless passenger experience.
- Supported department objectives through ad-hoc assignments, ensuring operational agility and alignment with business goals.
- Directed critical services and VIP/State event handling at Ahmedabad in alignment with Celebi / Adani Airport Management.
- Led the Discover Qatar City Tour team to ensure efficient booking processing and seamless operations, meeting service expectations.
- Analyzed visitor demand patterns and underutilized transit windows to improve uptake and capacity utilization.
- Supervised a team of 25+ members, optimizing productivity and maintaining high service standards during transit tours.
- Handled cash operations with precision, ensuring accurate financial transactions and reporting in line with company policies.
- Prepared performance insights and reports for senior management to support strategic tourism decisions.
- Conducted data analytics to assess tour performance and customer satisfaction, using visualization tools to drive efficiency improvements.
- Managed the booking system, processed reservations efficiently, and ensured SLA adherence across daily operations.
- Partnered with Sales and Product teams to develop tailored proposals aligned with client needs, supporting sales growth.
- Led daily operations for tours and leisure activities, focusing on sales generation and strategic promotions to drive revenue.
- Marketed services to transit customers (hotels, visas, city tours), improving customer acquisition and destination visibility.
- Collaborated with marketing and product teams to deliver targeted campaigns, boosting engagement within the transit segment.
- Delivered management reporting on sales performance, customer insights, and operational KPIs to support planning and business development.
- Supported the launch, growth, and expansion of Discover Qatar (launched 2014; branded/expanded 2015; diversified 2018) with Qatar Airways and tourism stakeholders.
- Coordinated with public authorities, tourism operators, airport stakeholders, and transport providers to deliver seamless visitor experiences.
- Supported the evolution from a free pilot city tour to a commercially viable paid tourism product, strengthening destination revenue and visibility.
- Escorted arriving/departing passengers to key touchpoints (hotel desk, visa counter, transfer desk, lounges, boarding gates).
- Engaged transit passengers to promote Qatar’s cultural attractions, increasing participation in the city tour offering.
- Integrated city tour operations into the passenger journey with airport teams, improving engagement and satisfaction.
- Contributed to tourism strategy by delivering memorable transit experiences that encouraged future visits.
- Liaised with check-in, transfer desk, and related areas to ensure smooth passenger acceptance and flow.
- Managed departure procedures including gate readiness, boarding control, and on-time departures to maintain schedule integrity.
- Resolved complex customer issues promptly, applying service recovery to maintain satisfaction.
- Monitored boarding operations to ensure SOP/KPI compliance and applied corrective actions where required.
- Collaborated with stakeholders and partners to optimize customer touchpoints and service delivery.
- Ensured compliance with aviation regulations, including briefings on security protocols and dangerous goods awareness.
- Processed airline check-in and travel document verification efficiently, ensuring compliant and smooth passenger handling.
- Assisted passengers through airport facilities with proactive support and clear guidance.
- Organized check-in counters and coordinated documentation issue resolution to minimize processing delays.
- Liaised with Ground Handling Agents (GHA) for efficient hotel and transfer passenger processing.
- Delivered frontline customer support through floor-walking duties, addressing queries in a professional and welcoming manner.
Education
MSc in Air Transport Management
Oct 2025 – PresentCranfield University | Cranfield, UK
Master of Business Administration (MBA)
Jul 2022 – Sep 2024Manipal University | Jaipur, India
Post Graduate Diploma in Data Science
Sep 2020 – Oct 2021International Institute of Information Technology | Bangalore, India
Bachelor of Tourism Studies
Jul 2016 – Dec 2019Indira Gandhi National Open University | India
Technical Skills
