Mark Catton

Current

• Operations Manager at Witmar Hotels
• Sales & Marketing Manager at Witmar Hotels
• Front Office Supervisor at Dilworth Inn

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Past

• Guest Service Representative at Dilworth Inn
• Front Office Supervisor at Comfort Inn West Kelowna
• Guest Service Representative at Comfort Inn West Kelowna

• Assistant Manager at Superior Park Motel
• Guest Service Representative, Night Auditor at Finances & Revenue

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2 more...

Education

• Michipicoten High School

Connections

7 connections

Industry

Hospitality

Mark Catton’s Summary

Dedicated guest service manager / general manager with 18+ years of experience in the hospitality industry. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.

Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Sales & Marketing Management Customer Satisfaction Enhancement
Front-End Supervision
Operations & Margin Improvement Teambuilding & Training
Cost-Reduction Strategies
Order Fulfillment

Mark Catton’s Specialties:

basic, benchmarking, coaching, conflict management, cost control, customer service, delivery, hiring, inventory management, leadership, legal, loss prevention, merchandising, policy analysis, recruiting, safety, sales, scheduling, seminars, supervisory skills, swift, time management, training, training programs,

Mark Catton’s Experience

• Operations Manager

  Witmar Hotels

  (Hospitality industry)

  May 2008 — Present (1 year 7 months)

• Sales & Marketing Manager

  Witmar Hotels

  (Hospitality industry)

  May 2008 — Present (1 year 7 months)

• Front Office Supervisor

  Dilworth Inn

  (Hospitality industry)

  November 2006 — Present (3 years 1 month)

• Guest Service Representative

  Dilworth Inn

  (Hospitality industry)

  April 2006 — November 2006 (8 months)

  Promoted to manager position to recruit, train and supervise 30+ guest service reps, maintenance staff, and housekeepers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:
  Reduced staff turnover by 10% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
  Elevated the hotel's guest-satisfaction index from 85% to 96% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
  Trained guest service representatives and managers, and contributed to significant improvements in guest satisfaction and sales.
  Exemplified the second-to-none customer service delivery for which Witmar Hotels is renowned in all interactions with customers.

• Front Office Supervisor

  Comfort Inn West Kelowna

  (Hospitality industry)

  October 2004 — April 2006 (1 year 7 months)

• Guest Service Representative

  Comfort Inn West Kelowna

  (Hospitality industry)

  May 2000 — October 2004 (4 years 6 months)

• Assistant Manager

  Superior Park Motel

  (Hospitality industry)

  June 1990 — September 1999 (9 years 4 months)

• Guest Service Representative, Night Auditor

  Finances & Revenue

  (Hospitality industry)

  June 1990 — September 1999 (9 years 4 months)

  Supervised and assisted in all areas of hotel operation, including guest services, night audit processing, finances and revenue, maintenance, and laundry.

Mark Catton’s Education

• Michipicoten High School

  business studies and hospitality management 1999 — 2004

  Training: Completed numerous courses and seminars in communications, training, recruiting, interviewing and hiring, disciplining, motivating and coaching, scheduling and cost control, basic employment legal issues, customer service, sales strategies, inventory control, loss prevention, time management, conflict management, leadership skills, and performance assessment.

Additional Information

Mark Catton’s Groups:

•    Digital_Nomads

Mark Catton’s Contact Settings

Interested In:

• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch