Aamir Hussain

AAMIR HUSSAIN 73 Gladstone Avenue, Toronto ON, M6J3K7 -- OBJECTIVE SUMMARY Enthusiastic guest services representative looking to apply exceptional customer service or office administration within a like minded company. Aiming to affiliate myself with a well-structured team to overcome obstacles, function efficiently, and maintain client care. Equipped with a practical skill set from a background of working in the hospitality field such as attention to detail, being quick to learn and mobilize resources, and working in a tireless and demanding environment. SKILL HIGHLIGHTS - - Quick learner​: swift assimilation from F&B (Culinary) to lead guest services at Marriott Technical knowledge​: proficient in Microsoft Word, Excel, Outlook Adaptability​: Transitioned from bellman, to guest service agent to concierge within a span of 2 years with no previous face-to-face guest experience, also trained in club lounge ambassador, night audit, and have participated in housekeeping and in room dining departments as well Working under pressure​: maintaining composure when handling problematic guests and have experience from years of working in high-volume kitchens Problem solving​: quick to mobilize resources during special inquiries to maximize customer service and happiness Passionate​: consistently engaged in my work by receiving positive feedback and mentions on Trip Advisor and Medallia/Guest Voice, actively contributing to GSAT/hotel scores, also leading in extra-curricular hotel groups and events (e.g. Green Committee, WWF CN Tower climb) NOTABLE EXPERIENCE Outlets Supervisor ​(January 2020 - December 2020) Marriott Delta Toronto - 75 Lower Simcoe Ave, Toronto ● Managing day to day operations of all outlets at the Delta Toronto including; SOCO Restaurant & Patio, The Roof at SOCO, Char No. 5 Whiskey Bar and In-Room Dining ● Opening and closing duties such as distributing and receiving tills, ensuring all cash counts are accurate and secure and working with associates to correct discrepancies ● Managing a team of 50+ associates per shift, from all departments and ensuring that they have the tools and assistance to succeed daily to improve productivity and also coach them when necessary with disciplinary action and write-ups ● Working with the senior management team to improve guest experience, associates engagement and happiness, and our shareholder revenue goals Concierge, Front Office ​(June 2017 - January 2020) Marriott Delta Toronto - 75 Lower Simcoe Ave, Toronto ● Solved and answered major guest queries in regards to sightseeing in the city of Toronto, special accommodations, reservation issues and other guest requests ● Gained proficiency with ALICE interface to track and accommodate incoming packages, restaurant reservations, transportation needs, and various guest needs ● Honed self-sufficiency and multi-tasking skills, teaching myself the finesse to be resourceful in a demanding environment, working many shifts alone at the concierge desk ● Was responsible for tracking lost and found shipments and establishing communication with housekeeping and clients to track and return lost items to guests ● Became a first-point contact for many external clients of the hotel, by providing seamless service, being an exemplary standard of service for the Marriott Delta Toronto and fostering guest loyalty Guest Services Agent, Front Office ​(August 2015 - June 2017) Marriott Delta Toronto - 75 Lower Simcoe Ave, Toronto ● Started as a bellman and promoted to guest services agent within 7 months, demonstrating​ ​the ability to teach oneself skills needed to adapt and thrive in a new, customer service orientated environment ● Stayed competitive in room upsells, helping to increase hotel revenue and Greenstay initiative, helping to reduce housekeeping costs on a daily basis ● Established new standards as a Club Lounge Ambassador, taking part in creative and innovative discussion in reforming the concierge lounge with an assigned task force Lead Cook - Opening team, Culinary, F&B ​(November 2014 - August 2015) Marriott Delta Toronto - 75 Lower Simcoe Ave, Toronto ● Was part of the hotel’s opening team and took part in creating and standardizing new recipes for SOCO restaurant and bar ● Trained and managed apprentices teaching them knife skills, cooking techniques and time management - was also involved in discussion with management on how to create efficiency within the team and improve on existing leadership methods ● Worked a variety of stations (pizza, hot apps, entremetier/pasta, grill and breakfast/brunch) proving adaptability within a short timeframe EDUCATION Leadership in Motion Graduate​ - Marriott International Hotels, Toronto ​(2019) Culinary Management Diploma​ - George Brown College, Toronto​ (2010) OSSD with Honors​ - Markville Secondary School, Markham ​(2008)