Welcome to The Front Line, a regular feature championing the best in industry customer service. The Moodie Davitt Report is delighted to recognise the exceptional employees who are ultimately responsible for bringing all facets of the airport retail experience to life.

Each issue The Moodie Davitt e-Zine scours the world to introduce the real heroes of our industry – those who go the extra mile every day when serving the travelling public.

Success is no accident for Dubai Duty Free’s Ahmed Youssef Mahmoud, who has been a specialist in gold for four years and continues to develop his expertise.

Employee: Ahmed Youssef Mahmoud

Role: Sales assistant

Employer: Dubai Duty Free

Time in job: 10 years

Employer’s comments: Youssef started his career at Dubai Duty Free in February 2008. He served as a beauty advisor of Fendi from June 2013 to August 2015 and transferred as dedicated staff of Philip Morris from September 2015 to February 2016. He has been a sales assistant since then.

Youssef is currently on the retail staff in gold. He has been a specialist in gold for four years and continues to develop his expertise. He is always willing to share his knowledge with his colleagues, coaching from what he has learned from training and seminars he has attended. Youssef constantly plays the team leader role in all activities because of his great comradeship.

He has received several customer recommendations for his outstanding customer service. Youssef prioritises his customer’s satisfaction every time they visit the shop. He was nominated as the ‘Employee of the Month’ for April 2013 and December 2016, and receives ‘Gotcha’ stars each year.

Youssef’s comments: “Success is no accident. It is hard work, perseverance, learning, studying, sacrifice and most of all, love of what you are doing or learning to do.”

To nominate an employee e-mail with the following:

  • The employee’s job title and length of service with your company
  • A short description of what makes the person exceptional
  • A quote or comment from them (optional) on their approach to customer service
  • A picture of the employee (preferably in a work environment) as a separate file

To partner with The Moodie Davitt Report to help us champion customer service in travel retail, please contact Sarah Genest at

The Moodie Davitt e-Zine | Issue 249 | 11 October 2018