James Chard Email & Phone Number

St. Catharines, ON, CA

Brock University

Transitioned Brock University Dining from Sodexo to Aramark, implementing Aramark processes, procedures, brand standards, and financial projections while delivering excellence in food and customer and client service. Reporting directly into the Associate Vice President of Operations - Central.

Niagara Falls, Ontario, Canada

• Led a team of 10 department heads across Front Desk, Housekeeping, Valet, Concierge/Bell, Engineering, Conference/Catering, and multiple food service locations across the site.
• Raised guest satisfaction scores to lift hotel out of “red zone” resulting in Most Improved Hotel award for Sheraton Brand in Canada in 2019.
• Responsible for 3 branded quick-service restaurants, 2 independent full-service restaurants and one Hotel Bar.
• Successfully re-opened hotel after COVID-19 Shutdown… Show more Led a team of 10 department heads across Front Desk, Housekeeping, Valet, Concierge/Bell, Engineering, Conference/Catering, and multiple food service.
• Successfully re-opened hotel after COVID-19 Shutdown minimizing losses to ownership group.
• Rolled out new goal setting program for entire hotel which resulted in the Hotel moving out of bad standing with Marriott International.

Toronto, Canada Area

• Pre-opening and Opening Operations Manager, responsible for Housekeeping, Front Office and Security.
• Key Opening Team member – acted as the subject matter expert in hotel for Marriott International’s brand standards and policies, resulting in passing brand standard audits.
• Turned a monthly profit in 2nd month of operation.
• Achieved 100% Associate Engagement Survey score.
• Hired, trained and mentored entire hotel rooms staff (Housekeeping, Front Office and… Show more Pre-opening and Opening Operations Manager, responsible for Housekeeping, Front Office and Security.
• Hired, trained and mentored entire hotel rooms staff (Housekeeping, Front Office and Security).

• Americas Rooms Advisory Council Leader- Canada East
• Expert in Marriott International policy and systems
• Rooms Operations contact for Delta and Starwood Hotels in Canada East for Marriott programs post-mergers
• Selected for special project with Americas Rooms Operations Team to introduce and roll out Rooms Controller position to Delta Hotels
• Home Hotel Champion foro Mobile Key, Breakthrough Leadership, Guestvoice, Joint Health and Safety Committee, One Yield v2, Empower… Show more
• Home Hotel Champion foro Mobile Key, Breakthrough Leadership, Guestvoice, Joint Health and Safety Committee, One Yield v2, Empower Guest Experience System

Toronto, Canada Area

• Member of hotels sales strategy team
• Improved Employee Satisfaction Survey score from 77% to 84%
• Improved Elite Rewards Member Appreciation by 3.9% YOY scoring 4.2% over brand average
• Improved Front Office productivity while improving service scores
• Coached Director of Services to improve Rooms Division budgeting accuracy
• Increased Staff Service score by 2.5% since joining team

Toronto, Canada Area

• Increased guest check-in/check-out score from 87% to 93.7%
• Improved personal level of service by 7%
• Strengthened security of hotel by reorganizing hotel key system
• iPrefer standards Ambassador for Hotel
• Hotel’s System Administrator for all Opera PMS Functions
• Changed Night Audits month end procedures to prevent lost revenue

Toronto, Canada Area

• Improved Elite satisfaction score from 77.2% to 82.5%
• Improved Guest Experience Score by 9% in a 3 month period
• Improved Guest Arrival score from 82.2% to 86.6%
• Certified Management Member of the Joint Health and Safety Committee
• Part of management team that recorded the highest house profit margins in the 20 year history of hotel
• Coached Front Desk Team to achieve over $70,000 in extra revenue via an upgrade program

Vancouver, Canada Area

• Awarded Leader of the Quarter by a vote of staff and management
• Improved Guest Satisfaction Index from 80% to 87%
• Managed inventory of 442 hotel rooms
• Initiated new Delighted to Serve training program
• Key player in implementing new Renaissance branding to staff
• Implemented new brand materials for our concierge team to use with guests

Vancouver, Canada Area

• Promoted from Housekeeping Manager to Assistant Front Office Manager within 3 months of transfer
• Managed inventory of 232 hotel rooms
• Provided guidance and leadership through the hotel’s transition from Kimpton Hotels to the O’Neill Group
• Implemented new standards that improved Guest Satisfaction Index from 88% to 93%
• Created and implemented new Night Audit standards and procedures
• Coordinated and directed unionized and non-unionized employees across four departments… Show more

• Trained in all aspects of Hotel Management in three of Chicago’s finest hotels, the Hotel Allegro, the Hotel Monaco and the Burnham Hotel.
• Learned all aspects of being a Housekeeping Manager at Kimpton’s Hotel Allegroo Responsible for the cleanliness of 493 guest roomso Apprenticed with the Director of Rooms to help with a $40 million dollar renovation
• Learned all aspects of the Front Office at Kimpton’s Burnham Hotel
• Learned aspects of being a Hotel’s General Manager… Show more
• Learned aspects of being a Hotel’s General Manager at Kimpton’s Hotel Monacoo Work side by side with the GM for two months learning all of the tasks a GM goes through in a day and year-end.o Co-chaired an internal.
• Interim Executive Housekeeper at Kimpton’s Hotel Monaco Chicago Show less

Bachelor Of Arts, Hotel, Restaurant, Institutional Management

Activities and Societies: Treasurer of Mercyhurst’s student chapter of PCMA member of the Mercyhurst Rowing Team

Prud’Homme® Beer Enthusiast (Level I)

Study of brewing ingredients & processes, tasting concepts, pouring & serving concepts, draught system basics, food and beer pairings.