Darren Holden Email & Phone Number

Peterborough, On, Ca

Peterborough, Ontario, Canada

Successfully managing the seasonal operations of a 400-site park model resortCompleting both shutdown and opening procedures for this large lakeside golf resortWriting and managing an operations and sales budget of up to $15 millionOverseeing an 18-hole championship golf course, including 19th hole and retail shopManaging recreation facilities including a 70-boat slip marina, 2 pools, and tennis courtsHiring, training, and mentoring up to 80 team members through 6 Dept ManagersManaging Golf Ops, Golf Maint, Housekeeping, Maintenance, Guest Services & SalesEmpowering teams to create great vacation memories for owners and guestsManaging and administering owner services and a robust 1st and 3rd party rental programCreating and maintaining SOPs for all areas of resort operationsTaking action on opportunities for innovation, automation and continuous improvementMaintaining compliance with all county, provincial, and federal regulationsCreating cultures, systems and processes that support seasonal continuity

Canandaigua, New York, United States

Successfully managed the opening of a new property on Canandaigua LakeHired, trained, mentored and prepared 101 team members via 7 Dept ManagersEstablished, maintained and sought exemptions for all Hay Creek and Hilton SOPsWrote and implemented a $14 million dollar operations budgetWorked with General Contractor and Chief Engineer to facilitate building handoverDeveloped a robust & successful F&B program with the F&B Dir and the Exec ChefCreated a unique and well received brand identify for our bar, “The Bird Cage”Worked with the DOS to promote group business and grow revenue and ADRConduct weekly calls and form rate strategies with our Hilton Revenue ManagerDevelop packages to attract various segments from “foodies” to “active lifestyle”Implemented and maintained a vacation rental business with the private condo ownersDeveloped strategies and plans for targeting and attracting specific market segmentsSuccessfully completed an opening quality audit while the property was floodedServed as a member on the local Finger Lakes Visitor Connections Board Participated in local chamber and ROC Visitor Center meetings to promote the hotelInteracted with and mentored all levels of staff in all areas of the operation on the importance of service and of being problem solvers.

Greater Seattle Area

Took opportunity to join Columbia and push a boutique property to exceed its potential$2+ million-dollar budget, working to upgrade property in all areas and ramp up ADRSouvenir shop and store, pool, multiple hot tubs, trail system and recreation areaBuilt a great team in a remote location. Found solutions to wage growth and staff accommodationCurrently building processes and procedures and establishing standards in all areas of the resortCreating activities and programs to draw guests in during off peak and increase revenueMaximizing sales in a small, but busy shop, that sees a big mix of customers with different needsRevamping guest experience to modern standards and leveraging technology for a seamless experienceEngineering touch points to create meaningful and memorable guest interactionsManage: GS, Retail, Res, Sales, Hskp & Maint with up to 15 staff

Casco, Maine, United States

Strategic operations management of the 800 acre resort of Point Sebago. Responsibilities include:Lead a team of up to 200 team members encompassing reservations, sales/marketing, guest services, security, housekeeping, maintenance, golf and food and beverage operations195 unit lodging operation including 1 large 22 person lodge Property mananagement and vacation rental services for 319 unit HOA155 seasonal RV and Park Model sites - 100 Camp and RV sites200 slip marina - 18 hole championship golf course - 10 outlet Food & Beverage serviceLarge activity and entertainment program including tournaments, concerts and playsWriting and maintaining a $14 million plus budget in cooperation with the accounting department including P&L analysis, forecasts and variance reports through the yearMade numerous changes to operations to ensure Covid compliance, minimize guest contact and streamline processes to the benefit of guest experience and the bottom lineCompleted a refurbishment of a 22 person lodge. Captured $60k in additional revenue by opening the unit in the winter. Added amenities such as a hot tub, sauna and pool table and upgraded FF&E throughout. Changed layouts and bed types to better appeal to not only families, but also groups

Panama City Beach, Florida, United States

Strategic leader of multi-million-dollar operations for the 550-unit Emerald Beach Resort and the included 267-unit Club Wyndham Panama City Beach with responsibility for driving the overall hotel experience for owners and guests. Responsibilities include:Accountability for direct leadership of 150+ staff including Supervisors, Department Heads, Assistant Managers, and Associates within the Guest Services, Activities, F&B, Housekeeping, Maintenance, and Accounting Departments Maintain all annual budget, financial reports, and P&L activities while ensuring strict confidentiality of documentation. Serve as Ambassador for the local tourism community by working with local partners on various projects while also working with the associations and corporate legal partners to represent the propertyDevelop and maintain $20M+ operating budget with over $1M+ in annual revenues Strategically manage reserve funds of up to $16M to allocate to projects that contribute to positive guest impact Ensure maximization of annual rental revenues of $1M through yield management Coordinate social media interaction while analyzing company metrics though guest interactions to identify and resolve issues with urgencyDevelop key relationships and lead the team with integrity ensuring optimal experiences resulting in customer retention and growth

Waikoloa Hi

Developed operations of the 162-unit resort and hotel located in Waikoloa Village, Big Island, Hawaii. Managed the Homeowner’s Association for both Paniolo Greens and the larger Greens at Waikoloa property. Responsibilities included: Worked with both Boards to maintain and improve all areas of the complex through operations and reserve fundsManaged the daily operations of all departments with roughly 60+ employees Enforced quality standards for service, cleanliness, and preventative maintenance throughout the resort. Accountable for developing and maintaining annual operating budgets with monthly variance reports and forecastsCaptured the #1 vacation spot for overall guest experience in both overall property and most improved for the Hawaii Region in 2018; resort was in second to last position when assumed position as GMMaximized over $2M in excess annual rental revenue through yield managementDeveloped an incentive program to promote collaboration and continuous improvement in both the guest and associate experienceCreated and deployed the “Fresh Eyes Exercise” to identify issues and share best practices resulting in successful score increases across the region

Canmore, Alberta, Canada

Drove all operations of the 112-unit resort and hotel located in the Rocky Mountains of Alberta, Canada with responsibility for the leadership of 40+ employees within the Guest Services, Maintenance, and Housekeeping Departments. Responsibilities included: Enforced quality standards for service, cleanliness, and preventative maintenance throughout the resortMonitored and maintained paperwork submissions to corporate office, board, and accountingEnsured compliance with company SOPs in all areas of operation. Complied with local, provincial, federal, and American OSHA, ADA, labor, and legal standardsActed as a true Ambassador for the local area, resort and company; helping guests get the most of their stay.Developed and maintained annual operating budgets, variance reports, accounting, and forecasting for $3MIncreased audit scores to 95 by maintaining and enforcing a pro-active attitude with staff through continuous training and employee development efforts to create a seamless guest experienceAnalyzed customer feedback to improve the guest experience resulting in gaining the #1 spot on Trip Advisor for the areaTrusted to open a 28-unit Deer Harbor Resort in the San Juan Islands (WA) from January to June 2014

Provided continuous management expertise in three roles and locations based on seasonal requirements. Oversaw the Neilson Active Holiday Winter Ski operations in Vancouver, Calgary, Montreal, and Denver; managed ski tour operations in 50+ properties including daily coordination activities, budgeting, sales, and staff training. Managed the 4-star Seaside Resort operations with responsibilities including budgeting, exceeding sales targets, training and setting objectives for staff, and working hands-on in all departments to ensure compliance and proper operations. Final assignment was the management of the seasonal Breckenridge Colorado ski resort operations with responsibilities equivalent to the previous.

Certificate Received, Chef Training

Education record