Amira Faza

Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Energetic Recruiter with a self-motivated and results-driven mentality combined with strong communication, analytical, problem solving and reasoning skills.

Work Experience

Courtyard by Marriott Ottawa East – Front Office Manager/Weekend Property MOD

Ottawa, ON-02/2017– Current

Assisting the VP of Bona Hospitality Mr. Franco Falcucci. Overview of P&L Report, Star Report monthly, GSS Reports, procurement, property audit, and strategy pricing.

Property MOD on weekends assisting the Front Desk, Bistro Restaurant, Housekeeping and Maintenance department.

Provide professional development support/coaching to all front desk staff and other department staff on weekends during MOD shift.

Responsible for the Hiring, training and development of all front desk employees: Marriott E-learning, Marriott Elite member training, GSS Report, GXP Salesforce, Customer Service, Mobile training, Health & Safety, WHMIS, etc.

Managing a team of 30 unionized front desk staff and assisting them to resolve issues arising daily. Driving performance and results to achieve 80%+ on GSS score for guest satisfaction.

Set and optimized employee schedules to secure proper coverage for all shifts and establishing S.O.P’s for employees to follow policies and procedures.

Participate in weekly sales/revenue calls with Marriott revenue advisory. Knowledge in SFAweb sales system.

Courtyard by Marriott Ottawa East– Assistant Front Office Manger

Ottawa, ON-10/2012 - 02/2017

Assisted the Front Office Manager yearly to preform periodic performance reviews.

Involved in the hiring and training process.

Act as a liaison with other departments within our properties.

Ensure all employees are following Marriott Standards.

Completed accounting duties including accounts payable, accounts receivable and revenue reports.

Hotel MOD on Weekends, experience with overseeing entire facility. Assisting staff in the Bistro Restaurant, Front Desk, Maintenance and Housekeeping departments.

Courtyard by Marriott Ottawa East- Front Desk Supervisor

Ottawa, ON-11/2011 - 10/2012

Pre-opening experience in the largest Courtyard within North America. 395-room hotel.

Managed guest check-in and checkout procedures, reservations payments, and customer complaints.

Trained new staff on Marriott procedures, compliance requirements and performance strategies.

Hampton Inn by Hilton- Front Desk Agent

Ottawa, ON-02/2008 – 11/2011

Warmly greeted incoming guests, issuing room keys and providing information regarding facility and amenities.

Perform clerical and administrative duties such as photocopying, faxing, mailing, emailing and filling.

Completed end-of-day reporting and balanced registers to maintain financial accuracy.

Managed customer complaints and rectified issues to complete satisfaction.

Accomplishments

System Knowledge

FOSSE, Opera, ONQ, Peoplesoft, Time Guardian, Salesforce

Restaurant Management Training

Bistro Management Training Lobsterink certified

Pool and Spa Operations Training Pool/Spa Operator Certified

Food Safety Training

Food Handlers Course completed & Smart Serve certified

Leadership Fundamental Management Training

Leadership Management Certified

Health and Safety Training

First Aid CPR/AED Certified &WHMIS Certified

adnuf1@r.postjobfree.com

+1-343-***-****

60 Mudminnow Crest, Ottawa,ON

Skills

Creative & Innovative

Quality focused

Empower & motivate others

Recruiting/Training 10+ yrs.

Self-Motivation & Resilience

Teamwork & Collaboration

Brand Management

Customer Centricity

Education

Algonquin College, Ottawa, ON

Hotel & Restaurant Mgmt. Diploma

H&R Block, Ottawa, ON

Income Tax level 1 Certificate

LearnTEFL on-line

TEFL Certificate

REMIC Toronto, ON

Mortgage Agent Certificate

West End Academy, Ottawa, ON

Make-up Artist Certificate

Affiliations

Pre-Opening Experience

Operations Management 10+ yrs.

Sales Management

F&B Experience 10+ yrs.

Service Management 10+ yrs.

Human Resource Management

Conflict Resolution

Training development aptitude

Staff education and training

Procurement

Time Management

Effective Communication

Accounts Receivable

Invoicing

Coordination/multitasking skills

MS Office

Payroll

Beauty Boutique 1 yrs.

Retail experience 3+ yrs.

Business Statistics

Revenue/Cost Control

Experience in unionized Environment

Training/Transfer of Knowledge

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