Andrew McEvoy
East Gwillimbury,ON
Summary
Experienced Director of Resort Services with a proven track record of managing high-quality guest experiences and operational excellence in hospitality settings. Skilled in leading diverse teams, optimizing service delivery, and enhancing customer satisfaction. Additionally, brings extensive leadership experience from running non-profit associations, with a focus on strategic planning, stakeholder engagement, and community impact. Adept at balancing operational efficiency with mission-driven goals, fostering collaborative environments, and driving initiatives that benefit both members and the broader community.
Overview
13
13
years of professional experience
Work History
Director - Resort Services
Friday Harbour Resort
Innisfil, Ontario
11.2023 - Current
- Executive Committee member responsible for strategic and long-term planning.
- Dynamic and results-driven Director of Resort Services with extensive experience overseeing all aspects of resort operations, including guest services, property services, recreation and leisure, transportation, rental program operations, and homeowner services.
- Skilled in budget controls, financial planning, and maximizing resource allocation to enhance operational efficiency.
- Expertise in strategic planning, conflict resolution, and fostering a collaborative team culture to drive organizational success.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Managed budgeting and financial planning processes for the organization.
Director - Resort Association
Friday Harbour Resort
Innisfil, ON
04.2022 - Current
- Managed the daily operations of a non-profit homeowner association, serving a diverse group of stakeholders.
- Collaborated with the board of directors to address financial matters and develop budgetary guidelines.
- Developed and administered the annual budget, ensuring cost-effective management of association funds, maintenance of common areas, and improvements to shared amenities.
- Led initiatives to maintain and enhance the property, including overseeing renovations, facility upgrades, and infrastructure improvements.
- Demonstrated in-depth knowledge of community rules and regulations.
- Coordinated and negotiated service agreements for trash removal, landscaping, and other property services.
- Facilitated timely resolution to neighborhood challenges and tenant complaints.
- Prepared detailed budgets and financial reports for properties.
- Oversaw projects through timely inquiry response, event coordination, and on-site support.
- Liaised between the construction manager and tenant during the build-out phase.
- Met with committees to discuss and resolve legal and environmental issues.
Lake Club Manager
Friday Harbour Resort
Innisfil, ON
06.2021 - 04.2022
- Part of the pre-opening team that helped open The Lake Club, a private club for members.
- Executed training initiatives to ensure adherence to luxury steps of service.
- Implemented first-year operations budget using zero-based methodology.
- Introduced multiple income-generating concepts.
- Collaborated with multiple departments to ensure timely completion of all building areas.
- Ensured completion of tasks in Property Services, Maintenance and Recreation.
- Directed program enhancing homeowner satisfaction through exceptional service.
Environmental Services Manager
Chartwell
Aurora, ON
10.2020 - 06.2022
- Responsible for Housekeeping, Laundry and Maintenance.
- Successfully contained and eliminated several Covid-19 Outbreaks. Helped orchestrate and implement an action plan with all departments to ensure spread of outbreaks were contained.
Front of House Manager
The Ritz-Carlton, Toronto
Toronto, Ontario
08.2015 - 10.2020
- Oversaw all front-of-house operations for a team of 100 employees and five managers.
- Consistently met and exceeded labour targets each year.
- Developed a strategic action plan to exceed the hotel's average employee engagement goals.
- We received the Forbes Five-Star ranking.
- Led the implementation of a new customer database system throughout the hotel. Coordinated training for all employees.
- I successfully hired and mentored employees who have advanced into senior leadership roles.
- Managed all financial responsibilities, including payroll, operational purchases, budgeting, and forecasting.
- Achieved the goals for operational expenses.
Director of Rooms (Interim)
The Ritz-Carlton, Toronto
Toronto, ON
10.2018 - 03.2019
- Provided direction for the rooms division, which included Housekeeping, Front Office, Guest Services, and the Club Lounge.
- I oversee a team of over 150 employees, including 7 managers.
- Responsible for all financial results, I would present performance each month to senior leadership.
- Created an action plan with department heads based on goals and forecasts to reach our goals each month.
Director of Housekeeping
The Ritz-Carlton, Toronto
Toronto, Ontario
06.2013 - 08.2015
- Reduced housekeeping overtime expenses by $70,000 from the prior year by hiring the appropriate number of staff.
- I improved employee engagement scores by implementing various inventory and ordering practices.
- I improved linen par stocks by studying discarded linen, and analyzing production processes.
- Coordinated a comprehensive deep-cleaning process that enabled the department to pass its brand-standard audit.
- Supervised facility operations, including preventive maintenance projects, employee tasks, performance, and adherence to safety standards.
Assistant Director of Housekeeping
The Ritz-Carlton, Toronto
Toronto, Ontario
07.2012 - 06.2013
- Modernized the process for the daily cleaning schedule. Created specific sections for attendants to create accountability, and ultimately a top 5 company-wide score.
- Launched a new method of ordering supplies, which led to a higher score on the engagement survey for employees.
- Created a new system for approving days off and vacations, which led to a more effective process, reduced overtime, and improved employee morale.
Front Office Manager
The Ritz-Carlton, Toronto
Toronto, Ontario
04.2012 - 07.2012
- Launched an incentive program for upsells, leading to a 30% increase from the previous year.
- Created a guest comment incentive that improved employee engagement scores.
- Created official templates for standard operating procedures to create accountability.
- Executed a program where line employees were responsible for specific areas to help with personal development.
Education
Certified Association Executive - Non-profit Leadership
Canadian Society Association Executives
Toronto, On09-2024
Bachelor of Commerce - Hospitality Tourism Management
University of Guelph
2005
Diploma - Hotel And Resort Administration
Georgian College
2003
Skills
- Leadership & Team Management
- Customer Service Excellence
- Strategic Planning
- Budgeting & Financial Management
- Operations Optimization
- Stakeholder Engagement
- Conflict Resolution
- Regulatory Compliance
Timeline
Director - Resort Services
Friday Harbour Resort
11.2023 - Current
Director - Resort Association
Friday Harbour Resort
04.2022 - Current
Lake Club Manager
Friday Harbour Resort
06.2021 - 04.2022
Environmental Services Manager
Chartwell
10.2020 - 06.2022
Director of Rooms (Interim)
The Ritz-Carlton, Toronto
10.2018 - 03.2019
Front of House Manager
The Ritz-Carlton, Toronto
08.2015 - 10.2020
Director of Housekeeping
The Ritz-Carlton, Toronto
06.2013 - 08.2015
Assistant Director of Housekeeping
The Ritz-Carlton, Toronto
07.2012 - 06.2013
Front Office Manager
The Ritz-Carlton, Toronto
04.2012 - 07.2012
Bachelor of Commerce - Hospitality Tourism Management
University of Guelph
Diploma - Hotel And Resort Administration
Georgian College
Certified Association Executive - Non-profit Leadership
Canadian Society Association Executives
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