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 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 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.• Analyzed hotels past data and used to improve future results for both guests’ service and profitability.• Key Member in Branding Transition from the Sheraton on the Falls to the Sheraton Fallsview.• Implemented new arrivals program with Valet/Door team to increase arrival scores year over year. Which yielded positive results for both the employees and guests. Show less

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.• 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 Security).• Sourced and contracted all Operations – Rooms vendors.• Hotel Champion for Mobile Key, Breakthrough Leadership, Guestvoice, Joint Health and Safety Committee, One Yield v2, Empower Guest Experience System. Show less

• 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 • 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 Guest Experience System• Perform Monthly Brand Standard Audit of entire hotel and make action plans to improve results Show less

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• Team reached previous years upgrade revenue in only 10 months• Mentored Asst… Show more • 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• Team reached previous years upgrade revenue in only 10 months• Mentored Asst. Rooms Operations Manager to be a successful leader in the department Show less

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 • Upgraded Hotel and Residence parking system increasing parking revenue• Joint Health and Safety Committee Management… Show more • 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 • Upgraded Hotel and Residence parking system increasing parking revenue• Joint Health and Safety Committee Management Chair• Responsible for all Front Office Human Resource functions in absence of Human Resource Manager Show less

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• Improved department productivity by revising… Show more • 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• Improved department productivity by revising the hourly staff schedule• Guestware Champion for hotel• Responsible for the implementation of Guestware 4• Breakthrough Leadership Level 4 scholar (one of two in Toronto)• Marriott Rewards Champion, responsible for a team who enrolled over 2,000 new Marriott Rewards members in 2012• Acted as a mentor to new Management (both Supervisors and fellow Front Office management)• Manage an inventory of 461 hotel rooms • Manage 6 different departments (Bell, Door, Valet, Concierge, At Your Service, Front Desk)• Key player in process of merging Bell, Door and Valet duties into one seamless position to provide a better check in process for guests• Personally responds to all guest service surveys • Implemented new Kids program Show less

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•Improved upgrade program revenue by 150% per period•Managed 40 unionized employees across 5 departments

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 • 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 • Managed all operations of the hotel on evenings and weekends • Addressed and provided resolutions to guest billing inquiries• Exhibited flexibility and strategic decision making under both pressure and tight deadlines• Delegates tasks and responsibilities throughout all departments within the hotel• Ensured guest loyalty by creating a positive hotel experience • Trained and mentored new hires• Implemented a new Kids Program Show less

• 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 • 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 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 committee resulting in Green Seal Certification Award and financial savings of approximately $11,000 annually.• 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.