Hi, I’m
Stephen Crossland
Cochrane,AB
Summary
Hands on Hotel, Revenue, Reservations Manager with Airline Industry incorporating in-depth knowledge and experience as Crew Scheduler and Ops Coordinator. I am focused on driving company growth, standards, solutions and revenue in fast-paced and competitive climates in both industries. Flexible and intuitive problem solver with a positive attitude in team and individual settings. Management experience in renovations and upgrading of existing hotel properties whilst managing continuing operations and guest satisfaction. Exceptional customer care (internal and external) and accustomed to managing difficult interactions whilst pursuing a positive outcome. Natural leader, team player and Westjetter committed to empowering, developing and training fellow associates and creating a culture of trust, recognition and fairness. Extensive knowledge of reservations, finance, accounting and auditing with exceptional diligence regarding reservations, maximizing occupancy, billing and reconciliation of high volume OTA'S and FIT clients. Proactive and high achiever that strives to exceed budgets and YOY growth targets. Extensive local knowledge of the Banff Lake Louise area. Results-drIven individual with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
28
years of professional experience
Work History
Pinpoint Investments Inc.
Owner, President
01.2007 - Current
Job overview
- Complete Management of private fund trading in equities
- Exploring hospitality industry investments.
- Established procedures for custody and control of assets, records
- 6 month Mentorship with Eastport Financial
Swoop
Swoop Ops Coordinator
08.2022 - 11.2022
Job overview
- Liaised with operational teams to support requirements in coordinating between flight crews and airports
- Coordinate, plan and execute strategic solutions during IROPS.
- Monitor day of flight schedule to make proactive decisions to keep the integrity of the flight schedule.
- Manage Gate assignments across the Network.
- Monitor and account for all flight delays, cancellations, weather advisories, flight diversions, and re-routes.
- Manage Movement Control Plot including IROP functions , forecasting flight delays, identifying priority flights and creating extra segments.
- Foster and develop an energetic, positive, collaborative solutions environment with all stake holders, whilst operating under tight time constraints and a high stress environment.
Westjet /Swoop
Crew Scheduler
09.2021 - 07.2022
Job overview
- Returned after pandemic
- Additional skills acquired Flica , and Crewtrac
- Multitasking in a high pressure, fast paced, time sensitive environment while ensuring a high level of pilot and cabin crew member satisfaction
WestJet
WestJet Encore Crew Scheduler Westjet Sales Agent
05.2018 - 08.2020
Job overview
- CARS, CASS, COM, Pilot and Cabin Crew Agreement proficiency and understanding.
- IROP experience, planning and implementation in conjunction with Chief Crew Scheduler.
- Monitor and mitigate Crew Duty and rest violations to prevent OTP delays specifically relating to Head Starts..
- Proficient in Merlot, FliteTrac, Corpconnex, Sabre and Office
- Positive role model, outwardly demonstrating Westjet Values
- Self initiated internal transfer to Sales and Service Department
- Transferred to new startup APPR special projects team
- Interpretation of New APPR Act
- Adjudication of claims and payment of claims
Delta Hotels by Marriott Banff Royal Canadian Lodge
Revenue and Reservations Manager
07.2017 - 11.2017
Job overview
- Increased hotel revenue, profits and market share through providing constant availability, in the correct market segment and price point.
- Passed and completed Marriott Global Revenue Management One Yield Version 2 training.
- Rate integrity and channel management control in order to achieve effective yield management
- Conducted Weekly Revenue meetings and rejuvenated data models and powerpoint presentations that had been stagnant for 3 years.
- Created automated 3rd party commission excel sheets saving time and increasing accuracy to 100% in billing.
- Effective management of future high demand dates to optimize revenue and occupancy.
Banff Lodging Company
Accounting Receivables Clerk
09.2015 - 12.2016
Job overview
- Maintained 100 % accuracy in calculating discounts, interest and commissions specifically relating to high volume multi unit Expedia and Booking.com commissions.
- Maintained effective communication with all hotels front desks to enable accurate, timeous billing and payment from high volume Expedia account.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Researched and resolved accounts payable discrepancies.
- Coded and data-entered high volumes of food and beverage and outlet summary sheets into the in-house accounting software prior to month end deadlines.
- Created daily cash reports and reconciliations for accounting management.
- Produced and reconciled high volume vendor statements and handled payment complaints or discrepancies.
Charlton Resorts
Reservations Manager, General Manager, Revenue Manager
04.2013 - 07.2015
Job overview
- Improved customer service ratings through mentoring front line staff and creating a culture of guest satisfaction in all interactions.
- Increased hotel revenue, profits and market share by effective control of extranets and managing inventory and market segment mix and guest mix.
- Created a cohesive team and happy work environment by being present, supporting and working alongside colleagues
- Instituted a paperless, seamless reservation system between front desk and sales/reservation office.
- Ensured that all Delta and Charlton standards in both the financial, service and product arena where maintained to the highest standard.
Marriott Halifax Harbourfront
Night Audit Supervisor
08.2012 - 02.2013
S.Crossland & Curtis Investments
Owner Managing Director
02.1997 - 01.2010
Zenith Concessions
Managing Director
02.2000 - 01.2003
Fancourt Hotel and Country Club Estate
Rooms Division Manger
02.1995 - 01.1997
Education
Pinetown Boys High SchoolPinetown, Kwa-Zulu Natal, South Africa
High School Diploma
12.1987
South African Air Force - Air Space ControllerPort Elizabeth, EC
12.1989
Durban Hotel SchoolDurban, South Africa
from Hotel Management
12.1992
University Overview
- 3 year national diploma. Most outstanding student. Best Final Exams
Securities Institute London - International Capital Markets London, England
05.2002
New York Stock Exchange - Series 7
03.2006
Skills
- Yield and Revenue Management
- One Yield V2 Marriott System
- Detailed Orientated
- Proactive
- Service-oriented
- Hotel Operations Manager
- Five-star hotel Experience
- Multi unit volume Resort Experience
- High volume OTA expert experience
- POS Systems
- Revenue Generation
- Guest Satisfaction Professional
- Team Building
- Sabre, Flitetrac, Merlot Proficiency, Crew Trac, Flica,
- Airline Network Software
- Back Office and Front Office Billing
- Multi Property Accounting
- High Volume Receivables Experience
- Reservation and Administration Specialist
Timeline
Swoop Ops Coordinator
Swoop
08.2022 - 11.2022
Crew Scheduler
Westjet /Swoop
09.2021 - 07.2022
WestJet Encore Crew Scheduler Westjet Sales Agent
WestJet
05.2018 - 08.2020
Revenue and Reservations Manager
Delta Hotels by Marriott Banff Royal Canadian Lodge
07.2017 - 11.2017
Accounting Receivables Clerk
Banff Lodging Company
09.2015 - 12.2016
Reservations Manager, General Manager, Revenue Manager
Charlton Resorts
04.2013 - 07.2015
Night Audit Supervisor
Marriott Halifax Harbourfront
08.2012 - 02.2013
Owner, President
Pinpoint Investments Inc.
01.2007 - Current
Managing Director
Zenith Concessions
02.2000 - 01.2003
Owner Managing Director
S.Crossland & Curtis Investments
02.1997 - 01.2010
Rooms Division Manger
Fancourt Hotel and Country Club Estate
02.1995 - 01.1997
Pinetown Boys High School
High School Diploma
South African Air Force - Air Space Controller
Durban Hotel School
from Hotel Management
Securities Institute London - International Capital Markets
New York Stock Exchange - Series 7
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