Kendall Clancy
Hospitality Professional
Inverness,NS
Summary
Accomplished hotel operations professional with a strong background in hospitality management, recognized for strategic leadership and a proven ability to enhance customer experiences through effective coaching and mentoring. Expertise in business development and client relations, combined with strong interpersonal skills, ensures the delivery of exceptional service that drives engagement and business results. Known as an astute and creative problem solver, consistently maintaining high standards of efficiency and organization in high-pressure environments. Committed to influencing exceptional team performance by exemplifying a culture of excellence and continuous improvement.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Vice-President, Rooms
The Cabot Collection
06.2025 - Current
- Executive leadership of Rooms Division strategy across multiple properties.
- Responsible for guest experience standards, service innovation, and operational excellence portfolio-wide.
- Partner with GMs and property leadership to implement consistency and elevate brand positioning.
- Spearhead development of new guest experience standards in line with Cabot’s global expansion.
General Manager
Cabot Cape Breton
02.2023 - 06.2025
- Oversaw full resort operations, leading cross-functional teams in golf, rooms, F&B, and guest services, real estate, homeowner services and construction & development.
- Drove strategic growth initiatives and maintained industry-leading guest satisfaction.
- Championed talent development and community engagement initiatives.
- Collaborated with ownership and executive leadership on brand growth and capital projects.
Director, Rooms
Fairmont Pacific Rim
05.2022 - 02.2023
- Responsible for the Rooms Division Operations, including Front Office, Guest Services, VIP Concierge Services and Housekeeping.
- Actively contribute to Hotel’s Executive Committee, including budgeting and forecasting, leading strategic vision and new hotel initiatives.
Pre-Opening Operational Taskforce
Sofitel Reforma
10.2019 - 10.2019
- Selected by AccorHotels NCA Corporate Office to travel to Mexico City to assist with preopening Rooms Division operations of new property.
- Supported local team in training new colleagues in customer service and brand standards.
- Quality control checks of rooms and assist in making up rooms to be occupied.
Director, Rooms
Fairmont Hotel Vancouver
06.2019 - 05.2022
- Responsible for the Operations of the Housekeeping, Guest Services, Reservations, Royal Service, and Front Desk & Concierge teams in addition to being a contributing member of the Hotel’s Executive Committee.
- Manage hotel operations through closure & reopening during COVID-19 Pandemic.
- Lead hotel to ensure compliance with AccorHotels ALLSafe Label with intensified hygiene & prevention measures to ensure guest & colleague safety.
Director, Front Office
Fairmont Waterfront
04.2018 - 06.2019
- Promoted to Director, Front Office, taking over responsibility of Guest Services, Reservations, and Royal Service Teams in addition to Front Desk & Concierge.
- Awarded Fairmont Waterfront Leader of the Year, 2018.
- Hotel Champion for Loyalty Program transition.
- Active participant in Service Improvement meetings, work closely with Guest Experience Manager to analyze guest satisfaction data and improve results.
Front Office Manager
Fairmont Waterfront
10.2015 - 04.2018
- Lead Front Desk, Concierge & Guest Services Teams to provide exceptional guest service.
- Increased upsell revenue by 186% from 160k–460k between 2016 to YE 2018.
- Implement and roll out of new systems including Kipsu, Trust You/VOG, PressReader & OTA extranets.
- Heartist Transformer, assisted in facilitating the culture transformation of 450 colleagues between October 2017 and January 2019.
Assistant Front Office Manager
Fairmont Royal York
02.2014 - 10.2015
Leadership Development Program Participant
Fairmont Royal York
09.2012 - 02.2014
- Assistant Rooms Manager
- Housekeeping Manager
- Guest Services Supervisor
- Guest Services Supervisor
Guest Services Agent
Delta Halifax Hotel
10.2011 - 09.2012
Front Desk Agent (Student Work Exchange Program)
Fairmont Banff Springs
05.2011 - 10.2011
Education
Bachelor of Tourism Management - Hospitality And Tourism Management
Thompson Rivers University
Kamloops, BCCertificate Program - Women in Leadership
eCornell University
01.2017
Diploma - Tourism & Hospitality Management
Nova Scotia Community College
01.2012
Skills
- Customer Relations & Guest Satisfaction
- Upselling Techniques
Timeline
Vice-President, Rooms
The Cabot Collection
06.2025 - Current
General Manager
Cabot Cape Breton
02.2023 - 06.2025
Director, Rooms
Fairmont Pacific Rim
05.2022 - 02.2023
Pre-Opening Operational Taskforce
Sofitel Reforma
10.2019 - 10.2019
Director, Rooms
Fairmont Hotel Vancouver
06.2019 - 05.2022
Director, Front Office
Fairmont Waterfront
04.2018 - 06.2019
Front Office Manager
Fairmont Waterfront
10.2015 - 04.2018
Assistant Front Office Manager
Fairmont Royal York
02.2014 - 10.2015
Leadership Development Program Participant
Fairmont Royal York
09.2012 - 02.2014
Guest Services Agent
Delta Halifax Hotel
10.2011 - 09.2012
Front Desk Agent (Student Work Exchange Program)
Fairmont Banff Springs
05.2011 - 10.2011
Certificate Program - Women in Leadership
eCornell University
Diploma - Tourism & Hospitality Management
Nova Scotia Community College
Bachelor of Tourism Management - Hospitality And Tourism Management
Thompson Rivers University
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