Gian Luca Pascucci
Verdellino
Profilo professionale
Giovane professionista con forte motivazione ad apprendere e crescere professionalmente nel ruolo di Regional Airport Services Manager. Nel corso dell'ultima esperienza lavorativa ho perfezionato l'uso dei principali strumenti e tecniche di lavoro tra cui certificazioni IATA, dimostrando proattività, elasticità mentale, ottime doti comunicative ed interpersonali oltre a spirito di squadra e capacità di stabilire le priorità organizzando il proprio lavoro in maniera rigorosa e orientata al raggiungimento degli obiettivi.
Panoramica
35
35
years of professional experience
Esperienza lavorativa
Regional Airport Services Manager
Qatar Airways
Milan
2020.05 - 2026.01
- My role extends to support, coordinate, mentor and coach Airport Services Managers and stations, namely Milan Malpensa, Rome FCO, Venice, Malta, Zurich, Geneva, Edimburgh, Manchester, Birmingham & London Gatwick. It includes a total of 11 direct reports, plus approx. 80 Team Members within my regional portfolio.
- New station start ups
- Standard Ground Handling Agreement (SGHA) and Service Level Agremeent (SLA) recommendations, reviews and approvals.
- Determine and implement the operational practices of all reporting stations in the Region, making sure each runs smoothly, cleanly, complies operational / Safety and Security requirements.
- Budgeting, invoicing & cost saving initiatives, coordinate with and report to Senior Management within the business.
- Mentoring / coaching / by-yearly performance discussions with Airport Services Managers, identify potential talented employees to develop their career forward.
Airport Services Manager
Qatar Airways
Milan
2016.11 - 2020.05
- It is my primary role to make sure the operation at Milan Malpensa Airport is run according to the company Safety & Security procedures and processes. I am in charge of a Team composed of 17 Team Members.
- Monitor, coach and facilitate the Team knowledge increase, as well as promotions.
- Monitor, supervise and improve the Ground Handling Agent station performance.
- Recruitment and selections as main panel interviewer.
- Security Manager on Station.
- Station Budget holder up to USD 200.000.
Airport Services Manager
Qatar Airways
Stockholm
2014.07 - 2016.10
- I was offered the opportunity to join the Stockholm Arlanda Team to raise the stations quality and service standards. I am here in charge of a team of 10 staff members.
- Implemented several Local Operating Procedures, revised service providers contracts, assessed and evaluated the present Ground Handling Agent, changed the VIP Lounge, introduced a dedicated QR transfer desk for customers with inbound connections.
- Achievements: the station has improved the overall performance in the past 6 months: it was awarded the Silver level in the network.
- Implementation of Fast Track lane for Business Class customers.
- Revised SLA agreed with the GHA according to the latest company guidelines.
- Change of contract of VIP Lounge with decreased rate.
- Staff development: one agent promoted to A/ASDS due to additional frequencies.
Airport Services Manager
Qatar Airways
Venice
2011.04 - 2014.06
- I was promoted to ASM, and I was given the opportunity to experience a station start-up. I initially coordinated with our Head Office, making sure that all the equipment was ready and functional prior to the start-up.
- It is now my primary role to make sure that all company standards/procedures/targets are met at the highest possible levels. I am in charge for the overall operation, including the safety and security of the aircraft.
- I manage a team of 7 people who currently report to me, or the Duty Officer when in charge.
- I closely monitor the monthly results, in terms of On Time/Baggage Performance/Excess Baggage Collection.
- When reports are sent to me by our Head Office, I evaluate and share them with my team members and our GHA.
- I call monthly meetings to illustrate the station performance, including Sales.
- I also provide constant, proactive, motivational and developmental feedback to my team members as well as GHA if required.
- I delegate some of my duties to my Airport Services Duty Officer and the Senior Airport Services Agent, according to their job descriptions and responsibilities.
- My duty also consists in setting training requirements to the team according to their feedback, considering whether it is a mandatory company training or a course based on their 'wish' list.
- It is my duty to follow the service provider contracts, set Service Level Agreements and make sure that they are met whilst the operation is running.
- Oct 2012: I took active part to the cutover to Altea DCS CKIN and Ramp Clearance. I scheduled my team training sessions, ensuring enough manpower was available to guarantee the operation.
- Once the training was fully completed, I coordinated with Ground Service Head Office with the system testing and the Business Rehearsal procedures and Centralised Load Control finalisation. The entire process proved successful results and the station was able to smoothly cutover to Altea on 14 OCT 2012.
Airport Services Duty Officer
Qatar Airways
Fiumicino
2003.06 - 2011.04
- My primary role is to manage a team of 14 people and to ensure that the aircraft departs on time and it is dispatched according to the company safety and security criteria.
- My job also consists in delivering Excellent Customer Service: not only with external, also with internal customers, my colleagues.
- I do possess very strong interpersonal skills in order to communicate effectively. It also makes me a good listener.
- People enjoy my pleasant and professional attitude, and it creates a friendly and relaxed atmosphere.
- I am a very ambitious person and like setting goals and targets and work to achieve results.
- My duties also involve giving the team members feedback on their performance, set trainings according to their requirements, discuss and analyse goals individually.
- I am also directly involved with our local CR in order to accept, evaluate and reply to customers complaints or refunds.
- I send monthly reports with the total amount of compensations paid, details of total claims received, pending and closed.
- My responsibility also includes the verification of all open claims and to readjust the Fault Station or Reason for loss in order to allocate the right code.
- It is directly reported to the Area Manager for further comments to the Regional Manager based in London.
- My aim is to work within an expanding and growing international company, as I feel I can contribute to the company success with my experience in Customer Services.
Customer Services
British Airways
Fiumicino
2000.05 - 2003.06
International Departure Coordinator/Operation Agent
American Airlines
Fiumicino
2000.05 - 2000.09
- It was my primary role to meet the inbound flight and ensure that all activities for handling assistance were put in place to achieve the ontime departure for the outbound sector.
- When covering the duties in operation department, my assignments consisted in gathering all information from the IDC related to baggage containers forecast/Cargo and Mail and enter into the system.
- I liaised with Flight Dispatch in DFW to coordinate for Weight and Balance, Weather updates, Fuel density, and Flight Plan release.
- Also, when flight was closed, I passed all final passenger figures/baggage count from the ramp/Cargo/Mail to Flight Dispatch to check for any Weight Restrictions applied to that particular flight, and finalise any standby passenger.
Air Cabin Crew
British Airways
London
1998.11 - 2000.05
- Fully trained to fly in accordance with the current CAA requirements on the following aircraft: BOEING 737-200 / BOEING 737-400 / BOEING 757.
- My duty was to take care of passengers on board and to meet safety and aviation medicine criteria.
- I enjoyed working with a variety of people.
- I used to keep myself up to date with any business related issues as well as on sales initiatives in order to be able to handle any customers enquiry.
- Air Cabin Crew for British Airways - European Operations at Gatwick
Ticket Desk Supervisor
British Airways
Fiumicino
1996.05 - 1998.11
- Responsible for Ticket Desk and Check-in (handling agent) supervision; dealt with general enquiries, flight information, rebookings and reroutings, lost and damaged baggage, car hire, hotel accommodation, Special Services for top customers.
- I managed these different aspects of the position very well because of my good communication skills, flexibility and quick thinking.
- It also allowed me to develop my negotiating skills.
- The position involved a high level of personal responsibilities and decision making as most of the times I was working using my own initiative.
- Additionally my role extended to Aircraft Dispatcher. I was fully trained and certified for BA Basic Load Control for Shorthaul aircraft (B737-200/300/400;B757;B767;A320).
- I issued all relevant documents, ie. Flight planning, provisional and final Load sheets.
- As Baggage Champion, I was trained on Worldtracer and I dealt with all issues related to mishandled and/or damaged bags.
- Here I was in direct contact with Customer Relations department in order to assess the situation and decide on the corrective recovery action to take.
- I used to handle customers complaints and reply to their feedbacks, prepare all the necessary documentation for the refund initial proposal or final settlement.
Customer Service Agent
British Airways
Rome
1992.01 - 1996.01
- My duties included: selling of BA products and auxiliary services to the travel trade and the general public.
- In the Groups Department I was responsible for negotiating rates, sell seat space to the travel trade and other airlines.
- This position a high degree of contact with other BA Sales organizations such as Capacity Management, Revenue Management and Heathrow Airport.
- At the Ticket Office I specialized in selling face to face, calculating fares, issuing tickets and actioning the daily Ticket Sales Report and thus accounting for all BA monies there.
- Became 'Lead Agent' in October 1994, of the Reservations department, where I looked after and coached a group of 10 staff.
Customer Service Agent
Aeroagent
Rome
1991.01 - 1992.01
- Selling airline tickets and travel insurance to individual passengers as well as groups; also responsible for cash handling and accounting of daily sales.
Istruzione
Istituto Tecnico Turismo “Livia Bottardi” - Travel and Tourism
Istituto Tecnico Turismo “Livia Bottardi”
RomeCompetenze
- WORD
- EXCEL
- OUTLOOK EXPRESS
- INTERNET
- Altea DCS CM
- Altea DCS FM
- Amadeus Babel BABS
- SABRE
- AMADEUS
- LUFTHANSA DCS
- ARCO (Alitalia)
- Amadeus Reservations and Ticketing
- Altea DCS Customer & Flight Management
- IATA certificates: De-anti-icing (Sep25) & SGHA - SLA and effective negotiation behaviors
- Doti di leadership
- Forte motivazione e attitudine propositiva
- Team management
Competenze linguistiche
Italian
English
French
Risultati conseguiti
- Documentazione: redazione e correzione di documenti finalizzati ad aggiornare lo staff in materia di politiche e procedure interne.
- Ottimizzazione dei processi: pubblicazione di un nuovo manuale per le procedure dipartimentali. Definizione dei percorsi di formazione per il personale.
Cronologia
Regional Airport Services Manager
Qatar Airways
2020.05 - 2026.01
Airport Services Manager
Qatar Airways
2016.11 - 2020.05
Airport Services Manager
Qatar Airways
2014.07 - 2016.10
Airport Services Manager
Qatar Airways
2011.04 - 2014.06
Airport Services Duty Officer
Qatar Airways
2003.06 - 2011.04
Customer Services
British Airways
2000.05 - 2003.06
International Departure Coordinator/Operation Agent
American Airlines
2000.05 - 2000.09
Air Cabin Crew
British Airways
1998.11 - 2000.05
Ticket Desk Supervisor
British Airways
1996.05 - 1998.11
Customer Service Agent
British Airways
1992.01 - 1996.01
Customer Service Agent
Aeroagent
1991.01 - 1992.01
Istituto Tecnico Turismo “Livia Bottardi” - Travel and Tourism
Istituto Tecnico Turismo “Livia Bottardi”