Louise Duff

A senior aviation professional with 30+ years of experience across cabin operations, ground services, and private aviation. With 17 years as Cabin Supervisor at Emirates, I lead multicultural teams to deliver world-class service and uphold the highest safety standards. Skilled in mentoring, performance management, and customer engagement, I combine strong operational knowledge with a passion for service excellence.

Cabin Supervisor - Emirates Airlines - Dubai, United Arab Emirates

(2003-11)

As a Cabin Supervisor I play a pivotal role in ensuring the delivery of Emirates' renowned world-class service while upholding the highest standards of safety and compliance onboard. As the leader of the cabin crew team, I manage service delivery, oversee safety and security procedures, and inspire my team to provide exceptional passenger experiences on every flight.

• Lead, motivate, and manage a multicultural cabin crew team throughout each flight
• Conduct pre-flight briefings to assign duties, review safety protocols, and align service standards
• Monitor performance, coach crew members, and provide constructive feedback to ensure continuous improvement
• Ensure full compliance with Emirates' safety, security, and regulatory requirements at all times
• Oversee cabin checks, safety demonstrations, and emergency preparedness
• Take command during in-flight incidents or emergencies, providing leadership and clear direction
• Oversee premium hospitality service across all cabin classes, ensuring Emirates' signature service is consistently delivered
• Handle VIPs, premium passengers, and special requests with discretion and professionalism
• Resolve passenger complaints and issues promptly, turning challenges into positive experiences
• Complete post-flight reports, documenting service delivery, crew performance, and any incidents
• Monitor stock levels of catering, duty-free, and onboard amenities, ensuring accountability
• Liaise with flight deck crew, ground operations, and catering teams to ensure smooth coordination
• Consistently achieved between 97-100% passenger satisfaction
• Accumulated multiple Najm awards for customer excellence

Multiple Designations - British Airways

(1994-01 - 2003-10)

• Check-in and Ticketing agent
• Missing-baggage tracking management
• IT system staff training
• Ambassador for grooming and the VIP lounge
• Private jet handling for provisions and flight planning
• Part of grooming excellence and no1 ambassador in service
• Engaged in the product learning and teaching of 'Club world new seating'
• Delivered training on new API systems to Highland division
• Successfully handled numerous private jets

UK GCSEs - English, Mathematics, French, Computer Studies

Scotvec - Travel Industry, Geography, Spanish

Pitman NVQ Level 2 - Business Administration