Elwalid Osaman
Toronto,ON
Summary
With over a decade of experience in airport operations, guest services, and hotel management, my unique expertise in aviation and hospitality sets me apart. Training on multiple aircraft types has enabled me to excel in passenger safety, efficient operations, and adapting to complex situations. As a proven leader, I thrive in team management and crew resource coordination, consistently delivering exceptional customer experiences. My background in renowned hotel brands further enhances my ability to provide outstanding service. Dedicated to leveraging my skills to drive excellence in the aviation and hospitality industries.
Overview
20
20
years of professional experience
Work History
Duty Manager, CO-OP Program
Oshawa Executive Airport
12.2023 - 04.2024
- Supervision and Coordination: Responsible for supervising and coordinating the activities of airport staff across various departments such as customer service, security, maintenance, and administration
- Operational Oversight: Ensure that all airport operations comply with safety and security regulations set by local and federal authorities. This includes overseeing security procedures, runways inspection, aircraft movements, and passenger flow
- Problem Resolution: Address and resolve any issues or complaints that arise during daily operations
- Staff Management: Provide leadership and guidance to ensure that staff members perform their duties effectively and efficiently
Crew Lead
Heli Tours
08.2023 - 11.2023
- Safety Leadership: Demonstrated commitment to passenger safety by overseeing and enforcing strict adherence to safety protocols during boarding and disembarking operations
- Team Management: Effectively managed a crew responsible for passenger operations, assigning responsibilities, and fostering a cohesive team environment to ensure efficient operations
- Training and Development: Mentored and trained crew members to enhance their skills, promoting high performance and efficiency
- Efficiency and Time Management: Improved operational efficiency by minimizing passenger wait times through effective time management
De/Icing Bay Lead, CO-OP Program
Billy Bishop Airport-Toronto
01.2022 - 04.2023
- Lead and supervise a team of de-icing technicians, providing guidance, direction, and support to ensure efficient and safe de-icing operations
- De-icing Operations Management: Coordinate and oversee the de-icing process for aircraft, including pre-treatment inspections, application of de-icing fluids, and post-treatment inspections
- Ensure that de-icing procedures are carried out in accordance with regulatory requirements, manufacturer recommendations, and airline specifications
- Monitor weather conditions and aircraft schedules to prioritize de-icing activities and optimize resource allocation
- Safety Compliance: Promote a safety-first culture within the de-icing team, emphasizing adherence to safety protocols, PPE requirements, and best practices
Cabin Manager/Deputy line Manager
Etihad Airways
09.2006 - 01.2019
- Led pre-flight briefings for cabin crew members, outlining expectations and responsibilities for each flight.
- Delivered exceptional customer service while handling diverse passenger needs, including medical emergencies or personal assistance requests.
- Played a key role in emergency situations, providing clear instructions to passengers and coordinating evacuation efforts if necessary.
- Coordinated with pilots on flight status updates, promptly communicating relevant information to passengers as needed.
- Collaborated with flight crew for seamless operations and improved efficiency during flights.
- As Deputy Line Manager, I supervised a team of 325 cabin managers, providing leadership and support to ensure high performance and operational efficiency. Additionally, I actively participated in the training of new cabin managers, sharing expertise and promoting industry best practices to uphold customer service excellence
Front desk supervisor
Intercontinental Hotels Group
08.2004 - 08.2006
- Supervised front desk operations, ensuring seamless guest check-ins, check-outs, and exceptional service delivery
- Greeted guests upon their arrival and provided a hospitable welcome, while also handling escalated guest concerns and resolving issues promptly
- Managed the front desk team, delegating tasks, overseeing daily activities, and ensuring adherence to company standards
- Contributed to increasing room sales and revenue by training front desk staff on upselling techniques and identifying opportunities for additional services
- Conducted performance evaluations for front desk staff, providing feedback and coaching to improve overall team performance and guest satisfaction
Education
Diploma - Hospitality, Hotel Operation Management
Centennial College of Applied Arts And Technology
Scarborough01-2026
Advanced Diploma - Aviation Management
Georgian College
Barrie, ON06.2024
Skills
- Airport Operation
- Hotel Operation
- Customer Services
- Management
- Attention to details
- Adaptability
- Leadership
- Communication
- Positive attitude
Accomplishments
- Collaborated with team of 8 members from guest service department in the development of Guest service excellence project in 2017.
- Supervised team of 325 cabin managers as a deputy line manager in 2018.
Languages
English
Arabic
Timeline
Duty Manager, CO-OP Program
Oshawa Executive Airport
12.2023 - 04.2024
Crew Lead
Heli Tours
08.2023 - 11.2023
De/Icing Bay Lead, CO-OP Program
Billy Bishop Airport-Toronto
01.2022 - 04.2023
Cabin Manager/Deputy line Manager
Etihad Airways
09.2006 - 01.2019
Front desk supervisor
Intercontinental Hotels Group
08.2004 - 08.2006
Advanced Diploma - Aviation Management
Georgian College
Diploma - Hospitality, Hotel Operation Management
Centennial College of Applied Arts And Technology
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