Susan Anderson
Toronto,Canada
Summary
Results driven, accomplished Director of Operations with over 20 years’ senior leadership experience. Strong background in elevating operational efficiency, increasing brand compliance and overall guest experience. Skilled at analyzing all operating areas developing and applying appropriate plans for improvement while guiding teams through change. Fosters relationships, actively mentors' others to achieve personal and professional goals. Provide Operational excellence, collaborative leadership, dedication to developing high performing teams- fostering a culture of continuous improvement, Driven performance improvement and exceeded financial goals by blending problem-solving abilities with cost analysis skills to achieve success. Experienced project manager leading teams through hotel opening, closing and rebranding and renovation projects. Established track record of creating and implementing operational programs and long-term business strategies. Effectively managed all operational departments in hotels from 27 - 1600 rooms. Conference, Convention, Downtown, Suburban and Airport. Select service, Full service and extended stay. Marriott brands – Marriott, Sheraton, Delta, Westin, Courtyard, Residence Inn, Towne Place Suites and Design Hotels. College professor, Hotel certified trainer –skilled at developing and delivering adult learning in person and online.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Hospitality Operations Consultant
Hospitality Operations Consultant
06.2024 - Current
- Lead teams to operational success through detailed analysis and strategic implementation of core hotel initiatives to drive Overall Guest Satisfaction, Associate Engagement and financial success.
- Deliver synopsis and improvement plans to key stakeholders – Department and above property leaders.
- Ability to acclimatize quickly to offer temporary leadership in any operational department.
Director of Operations
Easton’s Group of Hotels
Toronto, Canada
06.2022 - 05.2024
- Strategic leader for all hotel Operations Teams -Guest Services, Housekeeping, Laundry, Restaurants, Kitchen, Maintenance and Banquets.
- Increased Overall Guest Satisfaction metrics in both hotels by 4 points in first year.
- Successfully led team to achieve financial goals as well as exceeding brand expectations and guest satisfaction.
- 299 room property the first dual brand Select Service property in Canada combining extended stay benefits at Towne Place Suites with business focused Courtyard with 10,000 square feet of meeting space.
- Created partnership with local colleges to address staffing shortage within the industry – bridging full time employment for graduates and those completing their studies with meaningful specific training programs.
Professor
Seneca Polytechnic
Toronto, Canada
01.2022 - 04.2024
- School of Hospitality and Tourism – Course delivered - Service Leadership both online and in person.
Operational Support – Room Operations
Westin Toronto Airport Hotel
Toronto, Canada
03.2022 - 06.2022
- Interim leader tasked to restructure and reconfigure Room Operations team post Covid.
- Implemented processes and procedures to focus on Guest Satisfaction –both product and service – deploying associates efficiently focusing on changing guest needs as hotel re-emerged from lockdown.
Director of Room Operations
Sheraton Toronto Airport Hotel and Conference Centre
Toronto, Canada
02.2019 - 03.2022
- Successfully led 90+ Room Operations and Engineering team members through closure and reopening of hotel during Covid 19 pandemic.
- Launched Marriott Cleanliness Champion program –hotel wide - responsible for training and onboarding all returning associates with new cleaning protocols during Covid 19.
- Pivoted and quickly trained, developed and mentored managers from various hotel areas to become Managers on Duty during transition time (Covid 19) upon reopening.
Director of Room Operations
Toronto Marriott Bloor Yorkville
Toronto, Canada
03.2013 - 02.2019
- Developed and implemented departmental strategies to ensure brand service goals and brand initiatives were successfully executed across property.
- Achieved results above brand standard in Guest Satisfaction and Brand compliance metrics.
- Created hotel-wide strategies and initiatives that delivered products and services to meet or exceed needs and expectations of both customers and associates, as well as meeting budgeted goals.
Service Strategy Consultant
Self Employed
Toronto, Canada
10.2012 - 03.2013
- Developed and marketed successful solutions tailored to specific hotel needs for service analysis and training.
- Led on-site team at Templar Hotel - A Design Hotel - to assist ownership group after hotel opening.
Director of Restaurant Operations
Halifax Marriott Harbourfront
Halifax, Canada
08.2011 - 09.2012
- Successfully led food and beverage daily operations, including Restaurants/Bars, Room Service and Starbucks representing 2.7M annual sales.
- Guided team to rank of second place Marriott Guest Satisfaction Survey Canada for overall Restaurant Service- Full-Service Hotels.
- Leadership role in research and development of rebranding/renovation of main restaurant and bar 5M renovation project.
Director, Room Operations
Courtyard by Marriott Downtown Toronto
Toronto, Canada
03.2009 - 08.2011
- Increased Guest Satisfaction metric by 4 points in first year, while maintaining profit percentage and flow thru.
- Developed and implemented property-wide service strategies at world's largest Courtyard.
- Trained and guided team of 140 union and non-union associates including department head level, managers, and supervisors to achieve and maintain high productivity and performance metrics.
- Created service plan and strategies for Food and Beverage outlets to increase satisfaction in advance of and during transition and overall renovation.
Professor
Seneca College of Applied Arts and Technology
Toronto, Canada
03.2009 - 01.2010
- Courses Delivered - Event Management, Hospitality Management, Service Leadership.
General Manager
Courtyard by Marriott Markham
Markham, Canada
07.2006 - 03.2009
- Implemented enhanced services and service programs that allowed hotel to compete confidently with comp set full-service hotels.
- This resulted in hotel to be ranked in the top 20 Courtyard brand hotels (out of 750 hotels) in North America - based on metric of combined success in RevPAR and Guest Satisfaction results (2007 and 2008).
Director of Room Operations
Toronto Airport Marriott Hotel
Toronto, Canada
11.2001 - 06.2006
- Chairperson of Marriott Canadian Rooms Council – worked with managed and franchise properties on brand initiatives and guest satisfaction metrics to ensure all Canadian Full-service hotels achieved results.
Education
Tourism Industry Management Diploma -
Seneca College of Applied Arts and Technology
Toronto, ONSkills
- Strategic Planning
- Performance Management
- Process Improvement
- Revenue Management
- Executive Leadership
- Change Management
- Creative Thinker
- Hotel Openings/Rebranding
- Deep Dive Problem Analysis
Certification
- American Hotel and Motel Association – Certified Rooms Division Executive
- Smart Serve
- One Yield
Volunteer Experience
- Markham Jazz Festival, Event Analyst
- Enoch Turner School House
Languages
- English, Native
- French, Beginner
Timeline
Hospitality Operations Consultant
Hospitality Operations Consultant
06.2024 - Current
Director of Operations
Easton’s Group of Hotels
06.2022 - 05.2024
Operational Support – Room Operations
Westin Toronto Airport Hotel
03.2022 - 06.2022
Professor
Seneca Polytechnic
01.2022 - 04.2024
Director of Room Operations
Sheraton Toronto Airport Hotel and Conference Centre
02.2019 - 03.2022
Director of Room Operations
Toronto Marriott Bloor Yorkville
03.2013 - 02.2019
Service Strategy Consultant
Self Employed
10.2012 - 03.2013
Director of Restaurant Operations
Halifax Marriott Harbourfront
08.2011 - 09.2012
Director, Room Operations
Courtyard by Marriott Downtown Toronto
03.2009 - 08.2011
Professor
Seneca College of Applied Arts and Technology
03.2009 - 01.2010
General Manager
Courtyard by Marriott Markham
07.2006 - 03.2009
Director of Room Operations
Toronto Airport Marriott Hotel
11.2001 - 06.2006
Tourism Industry Management Diploma -
Seneca College of Applied Arts and Technology
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