Mercedes
Basutto

Part of a global team delivering bespoke travel consultancy and business travel solutions. Crafting end-to-end personalised journeys integrating flights, hotels, experiences, transfers, events and local activities.

• Consultancy for business travel, holidays, sports and music events
• Strategic planning of itineraries and destinations
• Coordination with international suppliers and local partners
• Management of complex bookings and tailor-made journeys
• 24/7 client support
• Recognised for quickly resolving logistical and operational challenges

Operational and supervisory role on board with a strong focus on customer service and team management. Progressed from Economy through Business and First Class to Crew Supervisor.

• Passenger service management across all cabin classes
• Resolution of requests, complaints and complex situations
• Coordination of multicultural crews (145+ nationalities)
• Training and coaching of new team members
• Safety management and emergency procedures
• 2× MVP — Inter-Airline Volleyball Tournament

Supporting clients in evaluating their guest experience through comprehensive service and customer experience audits. All parameters and guidelines provided by Magnify followed with precision.

• Detailed service evaluation checklist with time-stamp methodology
• Customer experience analysis and feedback reporting
• Gastronomy assessment: plate presentation and service standards
• Front-of-house staff skills evaluation
• Atmosphere and overall environment auditing
• Measuring: Authenticity · Consistency · Engagement · Excellence

Individual piano lessons for students of all ages and levels. Preparation for international certification exams: Trinity College London (Performance) and ABRSM.

Client relationship management and post-sales support for travel bookings and tourism services.

Customer service, client retention and product upselling. Telephone communication and complaint resolution.