Heather McCrory

CEO of North & Central America at Accor

Heather McCrory

Heather McCrory holds an MBA from Queen’s University in Kingston, Ontario.

A seasoned professional with an extensive hospitality background spanning more than 30 years, Heather began her career in the laundry department at Fairmont Banff Springs. From there, she worked in a number of progressive hotel sales & marketing positions before being promoted to Vice President, Sales & Distribution, responsible for the integration and oversight of revenue management, central reservations, hotel sales and global sales for Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts.

In 2007, she left her corporate role to return to hotel operations as Regional Vice President for Central Canada and General Manager for Fairmont Royal York, a position she held for six years. In 2013, she rejoined the corporate ranks as Senior Vice President, Operations, Americas with FRHI.

Heather’s most recent role as Executive Vice President of Operations, North & Central America Region for Accor gave her wide-ranging oversight of hotel operations, technology, design and technical services, spa, retail, rooms, food & beverage, and integrations & openings, with a strong focus on driving operational excellence in key areas of employee and guest engagement, service culture, revenue, GOP margins, and owner relations.

As Chief Executive Officer, North & Central America, Heather is responsible for the strategic direction of the Group in the region, with oversight of more than 115 hotels, 10 brands in 10 countries, 28,000 employees, and over $3 billion in revenue. Her focus is on building long-term growth and profitability in one of the largest and most influential consumer markets in the world.

An active leader in the hospitality industry, Heather is the past Chair of Tourism Toronto, past Vice Chair of the Board of Directors for the Tourism Industry Association of Canada (TIAC), as well as a past board member of the Ontario Breast Cancer Association. In 2012, she was awarded the prestigious Pinnacle Award for Hotelier of the Year from Hotelier Magazine, and in 2014 was honored with the Gold Award for Hotelier by the Ontario Hostelry Institute.

She also serves as the Executive Sponsor for North & Central America for RiiSE, Accor’s international network to promote diversity.

Heather joined the Group’s Executive Committee upon her appointment to CEO, North & Central America, in April 2019.

Insights by Heather McCrory (7)

A look back on 2020... Lessons learned

We all know that our people are our greatest assets, at the center of everything we do, but never has that been clearer than through the pandemic. The closure of offices and hotels, temporary furloughs, and a general, pervading sense of uncertainty necessitated a re-evaluation of the ways in which we communicated with our Accor family.

GBTA Industry Forum Series: Heather McCrory, Accor - June 8, 2020

“Communicate, communicate, communicate and then communicate some more,” Heather McCrory, CEO, North & Central America, Accor Scott Solombrino, CEO, GBTA welcomes Heather McCrory, CEO, North & Central America, Accor to the GBTA Industry Forum Series, to hear how they are managing the pandemic as a Global brand.

Do hospitality schools deliver the talent you are looking for today?

We recruit for roles in both the “hospitality business” and the “business of hospitality” and look to talent pools in both hospitality schools and business schools, accordingly. Candidates are always considered by their credentials, and by their likelihood to be a fit with our brands.

Will the value of brands remain sustainable in today's distribution age?

There is no doubt that hospitality companies are facing pressure from new players and tech companies from a distribution perspective. Furthermore, social media and online reviews ushered in a level of transparency that levels the playing field and holds brands accountable to their mission.

Does IT provide a strategic advantage?

Any sufficiently advanced technology is equivalent to magic. - Arthur C. Clarke (Author) - This is a great descriptor of the guest experience when technology is seamless pre, during and post the stay experience.
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