Mason Lachance
Restaurant Manager
Strathmore,AB
Summary
Dynamic leader with a proven track record at Cactus Club Cafe, enhancing guest loyalty and team performance. Expertise in conflict resolution and operations management, mentoring over 100 team members to achieve top-tier review ratings. Cultivated a culture of excellence, driving significant improvements in service quality.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager
Cactus Club Cafe
Calgary
08.2019 - Current
- Led high-performing teams in Calgary's busiest locations, emphasizing culture and operational excellence.
- Hired, trained, and mentored over 100 team members, fostering leadership advancement for 10 individuals.
- Drove guest loyalty by enhancing hospitality, increasing guest review score from 4.2 to 4.7 stars.
- Oversaw scheduling, labor control, profitability, performance management, and daily operations.
- Acted as Expeditor and Front Desk Department Head while transitioning to Bar and Service departments.
Guest Experience Champion
Dairy Queen
Strathmore
08.2018 - 07.2019
- Led team training in service standards and complaint resolution to enhance guest experience.
- Recognized for maintaining composure and empathy during high-pressure situations.
- Assisted supervisors with closing duties while motivating team members and managing shifts.
Floor Leader
Starbucks
Strathmore
05.2016 - 08.2018
- Elevated from Barista to Floor Leader due to consistent performance and reliability.
- Trained new partners while ensuring adherence to brand standards in beverage quality.
- Fostered high-energy environment, enhancing guest connections and team morale.
Education
Cactus Club Cafe Internal Education Program
Cactus University
Vancouver, BCSkills
- Leadership and team development
- Conflict resolution and guest recovery
- Detail-oriented organization
- Adaptability under pressure
- Effective communication
- Reliability and meticulousness
- Strong work ethic and integrity
- Positive team energy
- Time management skills
- Problem solving abilities
- Critical thinking
- Employee onboarding processes
- Staff development and training
- Team leadership strategies
- Performance evaluation techniques
- Customer service excellence
- Complaint resolution skills
- Guest relations expertise
- Collaborative teamwork practices
- Recruiting and interviewing techniques
- Verbal and written communication proficiency
- Emergency response planning
- Coaching and mentoring skills
- Goal setting strategies
- Operations management expertise
Certification
- First Aid & CPR Certified
- ProServe Certified - Alberta Liquor & Gaming
- SellSafe Certified - Alberta Cannabis Retail
- WHMIS
Languages
English
Native/ Bilingual
Accomplishments
Great Manager Award – Cactus Club Cafe
- Voted by staff across the company
- Won 3 consecutive years for excellence in leadership, approachability, and team culture
Core Value Awards – Cactus Club Cafe
- Above + Beyond, Attitude Determines Your Altitude, It’s Your Business, Kaizen
- Selected by Regional Directors for excellence in each of the brand’s core values
- I have earned every Core Value Award at least once
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefits4-day work weekTimeline
Manager
Cactus Club Cafe
08.2019 - Current
Guest Experience Champion
Dairy Queen
08.2018 - 07.2019
Floor Leader
Starbucks
05.2016 - 08.2018
Cactus Club Cafe Internal Education Program
Cactus University
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