Luca Santi Di Paola

International Communication Science Degree. University of Foreign Languages of Catania - Italy Grade: 110/110 with Merit.
Specialization: English and Russian language

Focus on exceeding the expectations of each customer as the norm.
Pre-flight and boarding duties: Interacting with the flight deck crewmembers to ensure safety, discretion and comfort of our customers. Galley and food safety. Wine, champagne and hors d'oeuvres presentation. Plating and garnishing food. Napkin folding. Table setting and very personalized first class service. Shopping according to our VIP customer ́s needs
andwants, restocking and maintaining the cleanliness of the aircraft.
AIRCRAFTS:
Challenger 350/Falcon 2000/Global Express 5000/6000
Double Passport available with VISAS as follow: - Usa C1/D B1/B2
- Russian Federation: Business, Multiple entries. - India

Customer Excellence Trainer at “Alitalia Training Academy” with the mission to deliver with passion skills to all customer-facing staff in consistency with Alitalia group focus to be the leading airline in hospitality and excellence.
I had the pleasure to start the Customer Excellence Training project in May 2015, when the project started. I was trained at our partner Etihad’s Training Academy in Abu Dhabi where I delivered workshops and training courses in the initial phase of the project, before I could be employed to the launch of the new Alitalia Training Academy in Rome.
There I had the chance to work on training projects as well as writing Hospitality and service workshops for our cabin crew’s annual recurrent training.

Cabin Crew for “ANA - All Nippon Airways”, London Heathrow Airport. Operating long- haul passengers flights from Europe to Asia on Boeing 747-400 and Boeing 777-300 aircraft.
Safety: this was the primary function of my position: making the cabin a safe environment to work and travel in. It was also my responsibility to ensure that I was up to date and confident with all the safety rules and emergency procedures that applied to each type of aircraft, and that passengers on board understood and adhered to those rules.
I have also received First Aid training covering CPR and many kinds of treatment including use of in-flight defibrillator.
Customer Service: As the “face” of the airline and european ambassador of asian hospitality, I had to ensure that our guests felt always welcome, comfortable and well taken care of. I provided Inflight-service and catering according to each class specifications. This was particularly challenging as the majority of guests were Japanese nationals and therefore I was required to conduct in-flight service in Japanese language. For the past year I specialized in ANA new Club Class where I am responsible for the wellbeing and safety of up to 14 guests.

Cabin Crew for “Air One” airlines . Milan Linate & Malpensa Airports
Being responsible for the safety and wellbeing of our guests on a flight. Carrying out a range of pre-flight duties such as welcoming and assisting them while boarding, ensuring luggage
is safely stowed away, demonstrating emergency procedures and equipment and continue assisting guests serving them meals and refreshments and giving first aid to them when necessary. Ensuring guests disembark safely at the end of a flight and dealing with all post- flight documentation as well as completing post-flight paperwork.

Ground staff for “A.R.E. - Airlines Representative Europe”
Catania Fontanarossa Civilian Airport & Sigonella Military Airport.
Representing our airlines with handling agents and vendors, liaising between carriers and all airport departments, including local vendors, full crew handling including briefing and provision of weather folder, filing of flight plan, ground security coordination, handling of airport clearance, supervision of all ramp activities to ensure safety, security, punctuality and quality, supervision of operational messages issued by local ground handling agencies, arrangements for crew layovers (transfers, hotels, wake-up calls, etc.), catering coordination, as well as supervision of all front-line activities to achieve customers’ satisfaction and handling of prolonged stopovers, delays, cancellations and diversions of flights including hotel accommodation, meals and transportation.