Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Languages
2024 Compass Canada leader of the Year
Timeline
Generic

Christine Thomas

Summary

A proven and decisive professional with extensive guest centric experience who delivers results in Unionized environments. A strategic thinker with strong business acumen and attention to detail. Hands on management style with the ability to see and communicate the big picture. A passionate leader skilled at building and motivating highly functional and energized teams to provide exceptional experiences.

Diligent [Desired Position] with solid background in managing daily operations and driving team performance. Successfully led various projects, ensuring seamless execution and improved operational efficiency. Demonstrated strategic planning and effective communication skills.

Overview

17
17
years of professional experience
1
1
Certification

Work History

General Manager

Compass Group - Trent Food Services
03.2022 - Current
  • Leads every aspect of services and operations, understanding contractual terms and conditions with the ability to navigate negotiates agreements that are mutually satisfying
  • Ability to build strong client relationships, consistent drive and tenacity to deliver results
  • Be present attitude at the unit level to ensure we are delivering on our commitment to the client
  • Communicate performance expectations, provide the tools and support required to deliver results
  • Monitor and course correct were required to ensure that we are aligned with company vision and commitments
  • Develop strong bench strength from within to ensure growth of team and people assets 4% turnover rate
  • Identify new opportunities within market to enhance service offerings ensuring that it is inline with Client expectations and vision
  • Develop a strategic sales plan based on data to enhance offerings that enhance the community / client experience
  • Operational excellence in daily operation of the units, provide mentorship to management team to develop strong financial responsibility and operational efficiencies in cost control, food cost, labour cost
  • Develop strong relationships with union and its membership to create a trusting and positive culture, successfully negotiated new CBA for 4 year term
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to capture 8.3million in sales and delivered profitability at 8.5%.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.

Hotel General Manager

Soon to be Rebranded a Delta by Marriott - Sunray Hospitality Group
08.2017 - Current
  • Daily Hotel Operation, strategic management of revenue centres, financial reporting review and operational adjustments as required
  • Develop and Lead the team of hospitality employees to be highly productive and ensure that they are all working to ensure that each quest has a positive experience every stay
  • Grow guest satisfaction scores to finish in top 10, increased revenue in 2018 YOY by 850K with anticipated growth of 4% in 2019 Currently pacing up YOY by 80K

Contract. General Manager

Miners'Bay Lodge
02.2020 - 10.2021
  • Consultant / General Manager
  • Assist transition from Family owned lodge to community shareholders
  • Business runs for 10 week season with 4 weeks either side for preparation and closing duties
  • Budgeting, setting rates, process development, Guest experience engineering
  • Revenue growth, expense control, Solidify supply chain and service providers relationships
  • Recruiting and development
  • Integrated the current business model to include website exposure and OTA's for need periods including the shoulders season
  • Grew revenue YOY to 72 000 per year during the pandemic

Direct of Sales and Marketing

Edward Hotel
06.2017 - 10.2017
  • Demonstrated sales and marketing skills that led to YOY revenue growth for the 3rd and 4th quarter exceeding budget by 170k
  • Developed structured advertising campaign to increase brand recognition, including incentive programs and literature resulting in increased customer base
  • Maintained high quality client relationships, through effective communication implementation and service of customer accounts resulting 90% customer retention and satisfaction
  • Increased Corporate Client base by 30%, Sports market by 15% and online presence from
  • Grew market share in comp set from 23.4% to 26.9%
  • Increased guest satisfaction to 4.5 out of 5
  • Coaching, mentoring and performance management of the sales and catering team as well as the front office team

Director of Events Sales / Acting Director of Food and Beverage

Hilton Toronto Airport Hotel and Suites
06.2015 - 01.2017
  • Increased Average Check Q1 by $4.02 YOY in combined Banquet revenue for the first 2 quarters
  • Achieved MPS Guest Satisfaction scores 81.04 which is a YOY increase of 4.8 points
  • Contributed to the increase in profitability by increasing the mix of meeting room rental to food and beverage, this achieved an increase in GOI Retention by 29.4% YOY
  • Achieved forecasting accuracy to within 3% of to reported revenue
  • Increased Revenue in month of February $129 thousand combined group and local over budget
  • Focus on optimizing space for maximized revenue retention and optimal productivity in keeping with LMS Goals
  • Food cost achieved at 20.6% to Budget of 21%, Beverage Cost of 22% to Budget of 23%
  • Created a dynamic pricing strategies that focuses on closing business and maximizing profits while surpassing guest expectations
  • Employee engagement scores of 97% approval and overall engagement

Director of Events - Contract

Renaissance Toronto Downtown Hotel
03.2014 - 06.2015
  • Maternity Contract
  • Increased Average Check Q1 by $1.48 YOY in combined Banquet revenue
  • Achieved ESS Guest Satisfaction Scores of 75.69 which is a YOY increase of 1.28 points
  • Contributed to the increase in profitability by increasing the mix of meeting room rental to food and beverage, this achieved an increase in GOI Retention by 30.6% YOY
  • Achieved forecasting accuracy to 94% to reported revenue
  • Increased Sales in month of December $78 thousand dollars combined group and local YOY
  • Increased the sales of Event Suites Revenue YOY by $40 thousand dollars
  • Focus on optimizing space for maximized revenue retention and optimal productivity
  • Developed smart goals and KPI for each event manager, focusing on proactive revenue generation and prospecting
  • Created cost savings by converting to electronic distribution
  • Created a dynamic pricing strategies that focuses on closing business and maximizing profits while surpassing guest expectations
  • Creating an environment of 'finding a way to say yes!'
  • Partner with the Executive Chef to create relevant menus that maximize guest satisfaction and profitability

Director of Events / Food and Beverage - Contract

Delta Meadowvale
02.2013 - 03.2014
  • Maternity Contract
  • Forecasting of $9 million dollars of revenue with 90% accuracy
  • Achieved a ranking of top 10 within ownership group
  • Lead the Events team to achieving bonus plan 3 quarters of 4 with a lift of 5% in revenue goals and guest room production
  • Increased overall guest satisfaction from 3.75% to 4.15%
  • Created capital expenditure budgets for the Banquet operations for the next 10 years with a focus on improving guest service standards, productivity optimization and health and safety procedures
  • Planning of meeting room expansion with the renovation of previous restaurant space to prime meeting space with an ROI of $60 thousand dollars of revenue generation through social bookings in the last 3 months of the year
  • Employee Satisfaction Rating of 97%, 360 Degree evaluation with 4.80 approval rating
  • Implementation of new cost monitoring systems for beverage costs through Bar Metrics and food costs through Cost Guard expected to increase profitability by 10% in the first year
  • Revamp banquet set up and service standards to reflect new brand expectations, Re develop banquet menus with profit retention and guest satisfaction goals

Director of Rooms - Contract

Don Valley Hotel and Suites
01.2012 - 12.2012
  • Demonstrate a commitment to Leadership, Guest Service excellence and our Brand Promise
  • Increase customer service scores in Trip Advisor Rating from 4th place to 2nd place of the competitive set in 8 months
  • Increased GSTS survey scores to an 86% approval rating up from 71%
  • Increased the Hospitality Softnet scores from 55% success to a 90% rating which surpassed our 80% target goal
  • Establish and monitor effective goals and measurements for the Division through the utilization of the LEAD goals and objective tools
  • Achieving a Productivity goal of .11 to a goal of .11
  • Redevelop brand and service standards and standards manual
  • Review industry trends for new and innovative product and service opportunities
  • Ensures that Guest and unionized colleague concerns are resolved satisfactory in a professional and timely manner
  • Selected to champion the improvement, Administration of Hotel Loyalty program, Implementation of Preferred Loyalty Program
  • Marketing of Hotel and Guest rooms to local and target communities
  • Executive Leadership team roll includes Crisis management and BCP plans for the division, and member of hotel crisis management team
  • Development of annual operations & capital budgets; expenses, staffing levels and productivity, contributed in the development and execution of the hotel strategic plan

Director of Operations - Contract

Scotiabank Convention Centre
02.2011 - 12.2011
  • Opening Team – 280 000sq.ft meeting and exhibit space
  • Building Operations: direct report of all facility management and staff, development of procedures and processes for efficient execution of set ups and tear down of events, development of standards for overall work flow training and auditing of event execution
  • Building operations including HVAC, Housekeeping, and Maintenance
  • Events Management – Direct report of Event management team
  • Develop initial operating standards; SOPs work flow, output standard and communication standards with internal and external partners
  • Theatre: analyze staffing, systems; processes, work flow for targeted productivity and guest experience
  • Customer Service: Develop key performance indicators for service; Metrics and Measurement at all touch points
  • Produced an overall Customer Satisfaction Rating of 83% in first 6 months
  • Catering: Overseeing Catering and procedures and outputs to ensure successful execution of events
  • Menu Creation, Food and Beverage Service Standards
  • People Resources: analyze and identify opportunities to increased staffing efficiencies leading to successful execution of events, cognizant of union/ labour strategies
  • Analysts of overall economic impact and report back to Key Stakeholders

Director of Banquet Services

Sheraton Centre Toronto
05.2008 - 02.2011
  • Responsible for 120 000 square feet function space
  • Food and Beverage Standards Manual Creation
  • Daily operations of department, recruitment, training, manage Expenses / revenue to meet or exceed budget
  • Achieved a .08 productivity to a goal of .12
  • GOP growth of 30%, surpassed forecasted budget of $22 million dollars with an end result of 23 thousand dollars of Sales Revenue from multiple outlets and revenue streams
  • Brand alignment
  • Guest Satisfaction Growth, with an increase in MPSI scores from 3.87 to 4.65
  • Associate Satisfaction Growth with an overall approval rating of 91% satisfaction
  • Assisted on the Lean process at the hotel, subsequently attending the Six Sigma Green Belt training
  • Recruited to be part of the Starwood Brand opening team for new build Hotels
  • Responsible for ensuring all Brand Standards had been implemented prior to opening of Hotel
  • Also supply training to new team and management should it be required prior to opening
  • Planning, detailing and execution of Special events- Toronto ASAE Event

Education

College in Lean Six Sigma -

SIX SIGMA GLOBAL INSTITUTE
01.2022

Hotel Management -

E Cornell University
Mississauga, ON
01.2018

Constellation College of Hospitality -

Constellation College of Hospitality
Etobicoke, ON
05.2000

Skills

  • Efficient multi-tasker

  • Team player

  • Operations management

  • Problem resolution

  • Leadership and team building

  • Relationship building

  • Training and development

  • Customer relationship management

  • Goal setting

  • P&L management

  • Client relations

  • Customer retention

  • Process improvements

  • Performance improvement

  • Strategic planning

  • Project management

  • Workflow planning

  • Quality management

  • Advertising and marketing

  • New business development

  • Budget administration

  • Change implementation

Accomplishments

  • Collaborated with team of 12 in the planning and execution of the Amazon Just Walk Out Market
  • Marketing - Implemented marketing strategies which resulted in 33% growth of Catering customer base.
  • Achieved 10% profitability through effectively managing the daily operations. Achieved Risk Reward payment 25% Over expectation
  • Achieved 5 plus 5 contract retention through effectively leading the Food and Beverage program.
  • Achieved 4 year CBA through effectively negotiating with CUPE union representatives

Certification

  • Certified Food and Beverage Executive, 09/01/10, 09/01/20, American Hotel and Lodging Association
  • Six Sigma Green Belt, 11/01/10, Present
  • Process Management, project management program PMP, 04/01/17, Present
  • Currently completing Cornell University's Project Management Designation

Awards

Be A Star Award for Salaried Management of the year, 01/01/24

Languages

English
Native or Bilingual

2024 Compass Canada leader of the Year

Selected 2024 Be A Star Leader of the Year from a pool of 250 nominees

Timeline

General Manager

Compass Group - Trent Food Services
03.2022 - Current

Contract. General Manager

Miners'Bay Lodge
02.2020 - 10.2021

Hotel General Manager

Soon to be Rebranded a Delta by Marriott - Sunray Hospitality Group
08.2017 - Current

Direct of Sales and Marketing

Edward Hotel
06.2017 - 10.2017

Director of Events Sales / Acting Director of Food and Beverage

Hilton Toronto Airport Hotel and Suites
06.2015 - 01.2017

Director of Events - Contract

Renaissance Toronto Downtown Hotel
03.2014 - 06.2015

Director of Events / Food and Beverage - Contract

Delta Meadowvale
02.2013 - 03.2014

Director of Rooms - Contract

Don Valley Hotel and Suites
01.2012 - 12.2012

Director of Operations - Contract

Scotiabank Convention Centre
02.2011 - 12.2011

Director of Banquet Services

Sheraton Centre Toronto
05.2008 - 02.2011

Hotel Management -

E Cornell University

Constellation College of Hospitality -

Constellation College of Hospitality

College in Lean Six Sigma -

SIX SIGMA GLOBAL INSTITUTE

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Christine Thomas