Mark Rowan
Calgary,Canada
Summary
DRIVING IMPROVEMENTS IN OPERATIONS & PEOPLE THROUGH TEAM DEVELOPMENT AND LEADERSHIP A skilled director with extensive knowledge of people development through many years of experience in international airline operational and hospitality management experience. Offering demonstrated leadership and team development skills and a proven ability to grow and motivate a diverse multicultural team. A creative problem solver, accustomed to long-term planning and on the spot decision making; flexible management style allows for handling irregularities and quick resolution of complex scheduling people and service issues, all while ensuring an enjoyable workplace.
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Rooms Operations.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
Work History
Assistant Director of Operations
Hyatt Regency Calgary
01.2017 - Current
- Company Overview: Calgary’s premier Hotel and conference centre
- Lead Rooms, Food and Beverage Divisions
- Manage department’s daily quality process including goal communication, staff member improvement, and compliance with Hotel standards of product and performance, service recovery and problem prevention.
- Lead in establishing and monitoring policies and guidance in the day to day operation of the departments to ensure profitability and consistency.
- Lead a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.
- Streamlined operational processes by implementing efficient systems and procedures, resulting in increased productivity and cost savings.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Eliminate insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Interacted well with customers to build connections and nurture relationships.
- Design monthly forecast and budget for departments of responsibility, in correlation to the Hotel budget and forecast.
- Fostered a culture of continuous improvement within the organization by encouraging innovation among team members.
- Manages employee progressive discipline procedures for areas of responsibility.
- Trained and guided team members to maintain high productivity and performance metrics.
- Lead in recruiting, hiring, and people development across departments.
- Actively solicits feedback, utilizes a people first policy and reviews employee satisfaction results to identify and address employee problems and concerns.
- Ensures employees are treated fairly and equitably.
- Constantly strives to improve employee retention.
- Co-Chair, Occupational Health and Safety Committee 2021/2022, 2024/2025
- Co-Chair, HyPride Committee
- World of Year Specialist of the Year 2021, 2022, 2023, 2024
- Member of Les Clefs d’Or Canada
Interim General Manager
Hyatt Place Toronto/Mississauga Centre
11.2020 - 05.2021
- Lead complete operation and financials of the property
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Strived to achieve planned goals for operational integrity as measured by revenue, profit and Rev Par, while maintaining brand standards.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Collaborated with Director of Sales and Events to ensure group block growth and function space utilization
- 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.
Manager, Performance Operations
WestJet Airlines
01.2010 - 12.2016
- Company Overview: Canada's highest-rated airline for customer service, powered by an award-winning culture of care.
- Manage all aspects of Boeing 767 flight operations including schedules of the flight attendants, and the crew.
- Oversee human resources including interviewing and hiring of potential staff and crew.
- Ensure all flights comply with the rules, regulations and standards of Canadian Aviation Regulations, Transport Canada, the Airport Authority, and Customs and Immigration.
- Led and motivated staff to ensure the successful, on-time launch of WestJet's first wide-body aircraft, the Boeing 767-300 extended-range aircraft in October 2015.
- Working within a highly competitive industry, exercised diligence in reviewing operations, including headcounts and process improvements, to identify and implement efficiencies while ensuring ongoing customer satisfaction.
- Train staff to manage emergencies and accidents with calm and professionalism, as well as empathy for customers to both prevent and manage flight disruptions and delays.
- Canada's highest-rated airline for customer service, powered by an award-winning culture of care.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
Bachelor of Arts -
University of Manitoba
Winnipeg, MBDiploma in Aviation Management -
Red River College / Winnipeg Flying Club
Winnipeg, MBCommercial Pilot License - Multi-Engine, Group I Instrument Rating; Pilot Proficiency in Cessna 152,172,182, Piper Seneca
Red River College / Winnipeg Flying Club
Winnipeg, MBHigh School Diploma - Senior Matriculation with Special Achievement
Elkhorn School
Elkhorn, MBSkills
- Leadership
- Team Development
- Performance Management
- Colleague Development
- Customer Satisfaction
- Budget Development & Monitoring
- Strategic Planning
- Time Management
- Strategic planning and execution
- Operational efficiency
- Quality assurance
- Process improvements
- Cost control
Languages
English
Native or Bilingual
Timeline
Interim General Manager
Hyatt Place Toronto/Mississauga Centre
11.2020 - 05.2021
Assistant Director of Operations
Hyatt Regency Calgary
01.2017 - Current
Manager, Performance Operations
WestJet Airlines
01.2010 - 12.2016
Diploma in Aviation Management -
Red River College / Winnipeg Flying Club
Commercial Pilot License - Multi-Engine, Group I Instrument Rating; Pilot Proficiency in Cessna 152,172,182, Piper Seneca
Red River College / Winnipeg Flying Club
High School Diploma - Senior Matriculation with Special Achievement
Elkhorn School
Bachelor of Arts -
University of Manitoba
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