Guillaume Croteau

Results-driven hospitality leader with 10+ years of progressive rooms operations experience within Marriott and luxury hotel environments. Proven success leading Front Office, Housekeeping, and Engineering teams to exceed guest satisfaction, productivity, and loyalty targets in full-service hotel environments. Expert in labor optimization, Medallia-driven service strategies, Marriott Bonvoy engagement, and talent development in high-volume, union and non-union environments.

Rooms Operations Manager - Vancouver Marriott Pinnacle Downtown - Vancouver, BC

(2023-07)

Lead daily Rooms Operations for a full-service Marriott hotel, overseeing Front Office and Housekeeping teams of 30+ associates to deliver consistent brand-standard guest experiences.

• Improved labor productivity to 0.44 vs. 0.50 target through strategic scheduling, cross-training, and recruitment optimization
• Exceeded Intent to Recommend by +4.3%, Elite Appreciation by +1.9%, and Staff Service by +3.5% by translating Medallia insights into targeted service action plans
• Drove Mobile Check-In adoption to 121% of target, supporting Marriott's digital transformation and operational efficiency goals
• Surpassed Marriott Bonvoy enrollment goals by 9%, achieving a 39.96% enrollment rate, through associate engagement and performance coaching
• Partnered with Engineering and Housekeeping leadership to ensure room readiness, preventive maintenance execution, and guest recovery alignment

Director of Rooms - The Atlas Hotel - Regina, SK

(2021-04 - 2023-07)

Directed end-to-end Rooms Operations across Front Office, Housekeeping, and Maintenance for a multi-outlet hotel, with full accountability for service delivery, labor performance, and departmental financial results.

• Increased overall guest satisfaction scores by 6% through improved interdepartmental coordination and service recovery processes
• Designed and implemented new housekeeping productivity metrics, improving cleanliness scores by 11.5% while reducing departmental costs by 8%
• Led budgeting, forecasting, and labor planning for rooms departments, balancing service quality with financial performance
• Developed department leaders through coaching, performance management, and succession planning

Assistant Operations Manager - The Hotel Saskatchewan - Regina, SK

(2018 - 2021)

Oversaw Front Office and Housekeeping operations in a full-service Marriott environment.

• Exceeded upsell revenue targets by 11% through incentive-based associate engagement strategies
• Supported daily Rooms Operations leadership, including shift coverage, associate coaching, and service recovery for escalated guest concerns
• Played a key role in launching and embedding Marriott Bonvoy enrollment practices at property level
• Led daily operations briefings to reinforce brand standards, guest engagement, and service excellence
• Actively managed escalated guest recovery cases to protect loyalty and reputation

Fairmont Gold Supervisor / Concierge - The Fairmont Banff Springs - Banff, AB

(2015 - 2016)

• Provided high-touch client support for VIP guests, anticipating needs and delivering personalized solutions
• Collaborated with multiple service departments to ensure seamless customer journeys
• Handled service recovery for escalated issues, ensuring positive client outcomes

Housekeeping Supervisor - The Fairmont Banff Springs - Banff, AB

(2014 - 2015)

• Supported guest satisfaction initiatives by ensuring service excellence and fast resolution of guest concerns
• Partnered with front-line teams to execute service recovery strategies and improve customer experience scores

Diploma of College Studies (DEC) - Social Sciences - Champlain Regional College (2006 - 2009-12)