Summary
Overview
Work History
Skills
Certification
Accomplishments
Accomplishments
Languages
Timeline
Generic

Keylan Marchant

Toronto,Ontario

Summary

Strategic leader with over 16 years of experience in client relationship management and team leadership. Proven expertise in customer success and account management, driving retention and revenue growth. Skilled in translating customer needs into actionable solutions and coaching teams to achieve high performance. Committed to fostering long-term partnerships and delivering exceptional service experiences.

Overview

17
17
years of professional experience
5
5
Certification

Work History

General Manager

Oldtown Bodega
Toronto, Canada
09.2019 - Current
  • Implemented targeted digital and social media strategy, increasing local customer engagement by 40% in the first year.
  • Designed and promoted customized client experiences, boosting attendance and driving a 30% sales increase during peak seasons.
  • Negotiated partnerships with local businesses, strengthening B2B relationships and creating new revenue streams.
  • Oversaw payroll and budgeting, achieving 15% reduction in annual operating costs.
  • Recruited, trained, and coached a high-performing team recognized city-wide for service excellence.

Founder & Principal Consultant

Scarred Industries Inc.
Toronto, Canada
01.2017 - Current
  • Founded and expanded a consulting firm providing customized hospitality solutions.
  • Coordinated over 200 themed events, enhancing client satisfaction and retention.
  • Developed extensive network of partners and vendors to optimize operational efficiency.
  • Aligned event strategies with client business objectives to ensure measurable ROI.

Assistant Director of Food and Beverage

Carmen's Steakhouse
Toronto, Canada
03.2016 - 10.2016
  • Collaborated with senior leadership to create seasonal menus that boosted guest experience and repeat visits.
  • Directed staff training on service excellence, achieving higher customer satisfaction scores.
  • Implemented operational efficiencies, reducing preparation and delivery times by 25%.
  • Facilitated cross-department communication to enhance coordination during peak hours.

Director of Hospitality

The Beverley Hotel
Toronto, Canada
05.2015 - 01.2016
  • Executed training programs that reduced turnover and enhanced customer service quality.
  • Increased guest engagement through personalized service, boosting positive reviews and online ratings.
  • Conducted performance evaluations to deliver actionable insights for improving retention and efficiency.
  • Collaborated with leadership to enhance occupancy rates via strategic promotions and service innovations.

Bar Manager

Quinn Hospitality Group
Toronto, Canada
05.2010 - 04.2015
  • Coordinated management services across three high-volume venues (The Irish Embassy Pub and Grill, P.J. O'Brien and Quinn's Steakhouse) for Quinn Hospitality Group.
  • Oversaw daily operations in venues accommodating over 300 patrons, ensuring exceptional service quality.
  • Trained and mentored a team of 30+ members, promoting a culture focused on customer service excellence.
  • Resolved client conflicts efficiently, fostering long-term loyalty among customers.

Skills

  • Customer success and retention
  • Account management
  • Client onboarding
  • Team leadership
  • Conflict resolution
  • Stakeholder communication
  • Process improvement
  • B2B relationship management
  • Training and development
  • Digital media strategy

Certification

  • Certified Meeting Professional (CMP) Designate
  • Hockey Canada NCCP Coaching Certificate
  • WHMIS Certificate
  • Food Handlers Certificate
  • Smart Serve Certificate

Accomplishments

  • CRM Tools (Salesforce, HubSpot)
  • Microsoft Office
  • Google Workspace
  • Social Media (Instagram, LinkedIn, Tiktok)
  • Event Platforms (Eventbrite)
  • POS & Scheduling Systems (Toast, Silverware, Touchbistro, Clover, Opentable, Square, Moneris, CPOS, Shopkeep)

Accomplishments

  • OHL Priority Selection, Windsor Spitfires, 2007
  • OJHL All Star, Seguin Bruins, 2008

Languages

English
Proficient (C2)
C2
French
Intermediate (B1)
B1

Timeline

General Manager

Oldtown Bodega
09.2019 - Current

Founder & Principal Consultant

Scarred Industries Inc.
01.2017 - Current

Assistant Director of Food and Beverage

Carmen's Steakhouse
03.2016 - 10.2016

Director of Hospitality

The Beverley Hotel
05.2015 - 01.2016

Bar Manager

Quinn Hospitality Group
05.2010 - 04.2015

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Keylan Marchant