Jj Masserey

Senior operations leader with more than 20 years of experience in luxury hotels, hospitality, casinos, corporate operations, and service environments. Proven ability to lead large, unionized teams, strengthen guest experience, manage complex labor-relations matters, support financial performance, coordinate VIP and government-delegate requirements, and deliver high standards of service, safety, and operational excellence. Strong working knowledge of hotel operating systems, POS platforms, scheduling tools, and performance indicators used to support occupancy, labor productivity, room profitability, and guest-service outcomes.

Manager of Operations at Hilton Lac-Leamy (2004-05 – 2021)

Managed high-volume hotel operations in a luxury hospitality environment, supporting guest satisfaction, service consistency, operational readiness, and cross-department collaboration.

• Directly supervised and coached up to 350 unionized employees working under three collective agreements, including scheduling, training, mentoring, performance follow-up, and daily operational coordination.
• Partnered with senior hotel leadership, department heads, Human Resources, and union representatives to maintain a respectful labor climate and resolve sensitive employee matters with discretion and fairness.
• Coordinated hotel readiness and security requirements with the RCMP for international delegations, the Prime Minister of Canada, provincial ministers, and other high-profile guests.
• Introduced daily team meetings and performance indicators based on LEAN principles to clarify objectives, monitor service standards, improve communication, and support continuous improvement.
• Leveraged hotel operating systems, POS platforms, scheduling, payroll tools, and performance indicators to support room readiness, occupancy planning, labour productivity, room profitability, and financial performance.
• Supported financial performance by monitoring outlet budgets, staffing levels, scheduling efficiency, productivity, payroll inputs, inventory control, and service delivery priorities.
• Managed sensitive HR and labour-relations documentation, including disciplinary letters, end-of-contract documentation, terminations, CSST medical files, benefits issues, and employee counselling matters.

Operations Supervisor at Casino Windsor / Ontario Lottery and Gaming Corporation (2002-11 – 2003-12)

Supervised casino hospitality operations with a focus on customer service, repeat visits, promotional events, membership programs, and a positive entertainment experience.

• Monitored outlet budgets, inventory accountability, equipment readiness, productivity levels, health and safety compliance, and operational documentation.

Master of Administration – ENAP (2028)

Executive Management Certification – McGill Executive Institute / School of Management

Executive Leadership Certification – University of Ottawa, Telfer Executive Programs

Honours O.A.C. Graduate Degree in Sciences in Sciences