James Hague
Hospitality Professional
Cochrane,AB
Summary
Focused operational manager that prioritizes increased revenues and expanding margins while simultaneously boosting guest satisfaction and team morale. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational insight. Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than twenty years of experience. Comfortable giving engaging presentations to team members or guests to drive new business, expand accounts and establish brand profile. Excellent team builder and leader of initiatives.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Vice President of Operations
Castleavery Hospitality
Calgary, Alberta
07.2022 - Current
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Prepared annual budgets exceeding $4,000,000 in revenue with controls to prevent overages.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
General Manager
Baker Creek Mountain Resort
Lake Louise, AB
01.2017 - 06.2022
- Drove year-over-year business growth doubling revenue in 3 years while leading operations, strategic vision and long-range planning.
- Oversaw 5 phases of renovations designed to enhance the resort, guest experience and revenue targets.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Established and administered annual budget with industry standard controls to prevent overages, meet business targets and support sustainability objectives.
Duty Manager
The Station Restaurant
Lake Louise, AB
01.2016 - 10.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Assistant Operations Manager
Buffalo Mountain Lodge
Banff, AB
03.2015 - 09.2015
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Monitored employee productivity and optimized procedures to reduce costs.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Lodge Manager
Capilano Group of Companies, Cathedral and Moraine Lake Lodge
Lake Louise, AB
04.2010 - 12.2014
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Promoted hotels by incorporating new online marketing program, resulting in substantial year over year growth while improving guest and team member satisfaction.
- Booked groups for weddings, seminars, conferences and other events, providing anticipatory guest service.
- Supervised team of front desk agents, housekeepers, food and beverage and canoe dock team members and helped to resolve issues arising during shifts.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Oversaw day-to-day operations of 33 room hotel with staff of 50 team members. Resolved problems, improved operations and provided exceptional service.
Guest Service Representative, Host, Banquet Sereve
The Wickaninnish Inn
Tofino, BC
12.2008 - 03.2010
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Guest Service Manager
The Westin Resort and Spa
Whistler, BC
01.2007 - 12.2008
- Oversaw front desk, valet, and concierge operations.
- Implemented procedures and services to improve hotel services and amenities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Oversaw day-to-day operations of 421 room hotel with staff of 150 employees.
Education
General
University of The Fraser Valley
Abbotsford, BC 05.2001 - 05.2002
Revenue Management Essentials
HSMAI
03.2022 - 03.2022
Certified Hotel Administrator
AHLEI
02.2022 - Current
Digital Marketing Essentials
HSMAI
01.2023 - 01.2023
Skills
Performance improvement
Guest experience focused
Operations management
Exceptional interpersonal communication
Recipe and food costing
Budget development
Revenue management
Relationship building
Asset improvement
Capital project management
Performance Analysis
Business Development
Policy and procedure development
Relationship building and retention
Coaching
Human resources development
Certification
Foodsafe
Affiliations
- HSMAI, Member
- Charming Inns of Alberta, President
- Canmore Hotel & Lodging Association, President
- Lake Louise Board of Municipal Services Society, Vice President
Timeline
Digital Marketing Essentials
HSMAI
01.2023 - 01.2023
Vice President of Operations
Castleavery Hospitality
07.2022 - Current
Revenue Management Essentials
HSMAI
03.2022 - 03.2022
Certified Hotel Administrator
AHLEI
02.2022 - Current
Foodsafe
12-2021
Serving it Right
12-2021
Emergency First Aid
03-2019
General Manager
Baker Creek Mountain Resort
01.2017 - 06.2022
Duty Manager
The Station Restaurant
01.2016 - 10.2016
Sommelier Level One
05-2015
Assistant Operations Manager
Buffalo Mountain Lodge
03.2015 - 09.2015
Lodge Manager
Capilano Group of Companies, Cathedral and Moraine Lake Lodge
04.2010 - 12.2014
Guest Service Representative, Host, Banquet Sereve
The Wickaninnish Inn
12.2008 - 03.2010
Guest Service Manager
The Westin Resort and Spa
01.2007 - 12.2008
General
University of The Fraser Valley
05.2001 - 05.2002