OHI Hall of Fame 2025 Nominee: Joanne Hogg

Cultivating Hospitality & Community Connections

General Manager, Granite Club, Toronto, ON

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Meet Joanne Hogg

Joanne is an energetic senior executive with 30 years of experience in the hospitality and private club sectors. She excels in collaborating with leadership teams to effectively align and support key business initiatives.

Joanne is known for building and retaining high-performance teams by developing and motivating skilled professionals. Additionally, she is dedicated to cultivating the hospitality community, mentoring interns, and fostering growth and development within the industry.

This year marks a significant milestone for the Granite Club as it celebrates its 150^th anniversary! Joanne has worked tirelessly to orchestrate a year-long calendar of programs, including an outdoor skating rink, themed events, and sports tournaments, making the celebration memorable and reflective of our rich heritage.


Jump to:
Joanne’s Professional Journey
Highlight 1: Granite Gold Hospitality
Highlight 2: Workwell Audit
Highlight 3: Leadership in Hospitality
Highlight 4: Service Recovery & Empowerment Program
Highlight 5: Industry Partnership
From Nomination Page — Full Descriptions
 

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Joanne’s Professional Journey

Granite Club: 21 years

• General Manager: From Jan., 2023
• Assistant General Manager: Nov. 2016 – Dec. 2022
• Director of Human Resources: Mar. 2004 – Oct. 2016
   

Holiday Inn Select Toronto Airport and BHMC Canada Inc.: 11 years

• Regional Director of Human Resources: Mar. 1996 – Feb. 2004
   

Ted Rogers School of Hospitality and Tourism Management at Toronto Metropolitan University

• Bachelor of Arts: BA Hospitality Administration/Management
  
  

Milestones, Awards, Certifications & Achievements

• Club Management Association of Canada – Mentorship Program 2025
• Club Management Association of Canada – Professional Manager Development Committee 2022-2024
• Industrial Accident Prevention Association – Certificate Pandemic Planning Session 2023
• Ted Rogers School of Hospitality and Tourism Management – Advisory Council 2009-2015
• Club Management Association of Canada – Career Awareness Committee 2004-200
• Hotel Human Resources Professionals Association – Board of Directors 2000-2003
• U of T Rotman School of Management – Executive Programs, Board Human Resources Committee Program 2012
• Cornell University – School of Hotel Administration Certificate for Strategic HR Mangement 2008
• Six Continents – Certification of Training & Development, Group Training Certificate 2003
• WSIB – Part One of Certification (Basic Certification Training), joint health and safety 2001
• George Brown College & TMU (Ryerson) - Progressive Industry Externships Think Tank 2001
• Loyala Catholic Secondary School & St. Francis Xavier Secondary School – Volunteer: “A Career in Tourism” 2001
• The Humber College Industry Partnership Award (Hospitality Management Program, 2000) - In recognition of partners who have supported students and programs through providing superb training and overall contribution to the program.
• Bristol Hotels & Resorts – Management 101 Train the Trainer Class 1999
• Educational Institute (American Hotel & Motel Association) - Certified Human Resources Executive designation 1998

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Highlight 1

Granite Gold Hospitality

The Gold Standard of Club Management

Among the significant milestones in the career of Joanne Hogg is the creation of Granite Gold Hospitality (GGH). GGH is a commitment by the Granite Club Team to provide unparalleled service, foster genuine connections and anticipate the unique needs of each Member through a specialized employee training program. GGH outlines how employees can exceed Member expectations in four key pillars: 
 
G — Genuine Hospitality 
O — Outstanding Attention to Detail 
L — Listening and Anticipating Needs 
D — Dedication to Excellence 
 
GGH Program Implementation:

• Concept led by Joanne and developed with the club’s leadership team 
• Rolled out to all employees with facilitation by members of the Senior Management Group 
• Existing employees attended a half-day session during the fall 2024 launch 
• New employees are grouped together in a monthly session to introduce them to the program and set expectations early on  

Session Components:

• Formal presentation by Joanne and Senior Management Group 
• Role-playing exercises to explore practical applications of the four pillars 
• Q&A session 
• Group reflection 
• Take-away leaflet 
• GGH pin, signifying “GGH-certified” status, worn daily as part of the uniform 

Promotion and Feedback:

• Program details shared with Members in the bimonthly club magazine 
• Program highlights and employees-in-action photos shared in the monthly employee newsletter 
• Received great Member feedback regarding the team’s attention to detail in the various locations throughout the club 
• Results from the 2025 All-Member Survey indicate that Members are 90.33% satisfied with the overall service they receive at the Club
• Joanne and the Club were pleased to be awarded the CMAC Idea of the Year Award, 2025 

     

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Highlight 2

Workwell Audit

The Benchmark for Workplace Safety

In October 2001, Joanne, then Regional Director of HR at Holiday Inn in southern Ontario (BHMC Canada Inc), faced a significant challenge. The hotel's health and safety program had scored 33% in an initial Workwell Evaluation, with a potential fine of $165K if improvements were not made within six months (and across six properties). A Workwell Evaluation in Ontario refers to an audit conducted by the Workplace Safety and Insurance Board (WSIB) to assess an employer's health and safety management system, particularly for those at higher risk of workplace incidents.

Joanne responded decisively. She collaborated with the six hotel HR Managers and Chief Engineers, organized workshops, and collaborated with the Ontario Service Safety Alliance (OSSA) and WSIB. Her efforts yielded remarkable results. By the time of the re-evaluation, the Holiday Inn group of hotels achieved an impressive score of 92%, a testament to Joanne's leadership and dedication.

This exceptional turnaround was shared within the hospitality industry as a best-in-class example, underscoring Joanne's expertise in leading teams and managing health and safety programs.

Key Health & Safety Activities Managed by Joanne:

• Assigned the HR Managers as the Health & Safety Coordinator at each property and ensured participation at a two-day certification workshop.
• Meetings with Ontario Service Safety Alliance (OSSA) reps to assess the hotels and determine assistance.
• Due diligence workshop for the GMs and HR Managers and coordinated a Workplace Hazard Analysis workshop for the Chief Engineers.

Evaluation Categories:

• Health and Safety Policies and Procedures
• Health and Safety Program Development
• Health and Safety Program Implementation
• Health and Safety Program Promotion/Communication

     

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Highlight 3

Leadership in Hospitality

Fostering the Next Generation

Joanne's dedication to recruiting new hospitality professionals led her to spearhead an industry-wide initiative aimed at student prospects. Recognizing the potential of the private club industry to provide a prestigious environment for growth and development, Joanne collaborated with the Club Management Association of Canada to create an engaging and informative experience for students.

The project, titled "Discover: The Private Club Industry," featured a comprehensive brochure and a unique bus tour of three distinguished clubs, including the Granite Club. This initiative showcased the diverse career opportunities available within private clubs, highlighting positions in Accounting, Administration, Catering Sales, Culinary Management, Food & Beverage Management, Golf Operations, Retail Management, Spa Management, Sports & Recreation, and Turf Management.

Through this program, Joanne provided students with firsthand insights into the dynamic and rewarding careers in the private club industry. Her efforts not only promoted the industry but also inspired many students to pursue careers in hospitality, ensuring a bright future for the sector.

     

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Highlight 4

Service Recovery & Empowerment Program

How "HOT" Is Your Guest?

In 1996, at the Holiday Inn Select Toronto Airport, Joanne introduced an innovative approach to service recovery and employee empowerment. Recognizing the need for a structured response to guest complaints, she collaborated with her front office team to develop a creative program that categorized issues by the intensity of guest dissatisfaction — using chicken wing spiciness levels as a memorable metaphor. The program used the metaphor of HEAT (Hear the Guest out, Empathize, Apologize, Take Ownership), and equipped staff with the tools to manage upset guests effectively. It emphasized taking full ownership of issues until they were fully resolved, delivering exceptional service, exceeding expectations whenever possible, and fostering a culture of continuous improvement through open sharing of both successes and setbacks.

The How Hot is Your Guest? program clearly outlined expectations and response strategies for varying levels of guest dissatisfaction, ranging from mildly upset to extremely irate. For example, a mildly upset guest — facing issues like an expired key card or incorrect room service delivery — would receive a personal apology, and the issue would be escalated to the department manager. In contrast, a guest who was extremely upset due to excessive noise or a missed wake-up call might be offered up to a 50% rebate, a complimentary dinner, and a recovery gift basket with a handwritten note. This structured, tiered approach empowered staff to address complaints promptly and effectively, ensuring guests felt heard, valued, and well cared for.

This program, adapted by the six regional BHMC hotels, not only resolved immediate concerns but also helped foster a culture of ownership, accountability, and continuous improvement within the team.

     

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Highlight 5

Industry Partnership

Inspiration to Future Generations

Joanne has demonstrated a deep and ongoing commitment to fostering awareness and enthusiasm for careers in the hospitality industry through her active engagement with students, schools, and educational institutions.

From 2009 to 2015, she served on the Advisory Council for the Ted Rogers School of Hospitality and Tourism Management, where her leadership helped shape academic direction and foster a culture of innovation and excellence. In 2001, she contributed her expertise to a Think Tank on Progressive Industry Externships, hosted by Ryerson University and George Brown College, helping bridge the gap between industry needs and academic programs. That same year, she inspired students by participating in the “A Career in Tourism” program at local high schools, sharing her personal journey to spark interest in tourism careers.

Beyond formal programs, Joanne has consistently hired students and graduates throughout her career in hotels and private clubs, providing mentorship and career development. She continues to mentor emerging leaders at her own club and supports the next generation of professionals through the Club Management Association of Canada (CMAC) mentorship program. Her lasting impact is reflected in the many professionals she has guided and inspired across the industry.

     

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From Nomination Page — Full Descriptions

Q. Describe the nominated individual and the reasons why they should be considered for this award.
A. Joanne’s extensive career has had a significant and lasting impact on Ontario’s hospitality industry. With over four decades of experience — 21 years at the prestigious Granite Club and 19 years at IHG Hotels & Resorts — she has demonstrated an unwavering commitment to excellence in hospitality leadership and human resources development. At the Granite Club, Joanne served in multiple leadership roles, including General Manager, Assistant General Manager, and Director of Human Resources. In these positions, she was instrumental in shaping organizational culture, developing people-focused strategies, and ensuring exceptional member and guest experiences.

Her contributions extended beyond operations into human capital development. As Director of HR and in her earlier roles at IHG, Joanne designed and facilitated leadership workshops tailored to empower current and future leaders. These workshops helped equip hospitality professionals with the skills and confidence needed to thrive in a dynamic and demanding industry. Her role as a regional trainer at IHG further allowed her to influence a broader network, elevating service standards across multiple properties in southern Ontario and the Boston area.

One of Joanne’s most enduring contributions has been her dedication to mentoring emerging leaders. Through personalized guidance and support, she has helped countless individuals grow into successful hospitality professionals. Her leadership philosophy emphasizes empathy, accountability, and continuous growth, qualities that have helped strengthen Ontario’s hospitality workforce. Joanne’s legacy is reflected in the many leaders she has inspired, the standards she has helped raise, and the culture of excellence she has championed throughout her career.

Q. How has this individual's efforts benefitted Ontario’s hospitality industry?
A. Joanne’s contributions have significantly elevated the standards of Ontario’s hospitality industry through her innovative approach to service excellence and staff empowerment. While at the Granite Club, she worked closely with the leadership team to develop the Granite Gold Hospitality Program—an initiative that redefined the member experience by focusing on service that is personalized, anticipatory, and consistently exceptional. The GOLD acronym — Genuine Hospitality, Outstanding Attention to Detail, Listening and Anticipating Needs, and Dedication to Excellence — became a guiding philosophy for staff. This program not only enhances service delivery but also fosters a culture of pride and professionalism among employees. Recognized as Idea of the Year by the Ontario Branch of the Club Management Association of Canada, it has since been adopted by other private clubs across southern Ontario, improving hospitality experiences industry-wide.

During her tenure with IHG Hotels & Resorts, Joanne also played a pivotal role in service innovation. She co-created the "How Hot is Your Guest" Service Recovery and Empowerment Program, which was implemented regionally. This initiative empowered employees to take ownership of guest satisfaction, fostering a proactive service culture. In addition, Joanne led her six IHG properties through a rigorous WSIB Workwell audit, achieving a remarkable score of 91.6%, demonstrating her strong commitment to workplace safety and organizational excellence. Best practices from the Workwell Audit were shared with the Hospitality Human Resources Professionals Associations to assist in creating safer work environments in the city.

Through initiatives such as these, Joanne has left an indelible mark on Ontario’s hospitality landscape — raising service standards, strengthening staff engagement, and inspiring a broader culture of excellence that continues to benefit the industry today.

Q. Has the nominee made contributions to foster future talent, promote internships, and/or raise awareness about our industry? If so, please give a brief description.
A. Joanne has consistently demonstrated a strong commitment to fostering future talent, promoting internships, and raising awareness about careers in the hospitality industry. Throughout her career, she has created meaningful pathways for students and emerging professionals to explore and succeed in hospitality. While at IHG Hotels & Resorts, Joanne was recognized with the Humber College Hospitality Management Program Industry Partnership Award for her outstanding contributions — teaching classes, mentoring students, and facilitating internship opportunities that offered hands-on industry experience.

As a dedicated member of the Hospitality Human Resources Professionals Association (HHRPA), Joanne collaborated with OTEC and industry partners to raise career awareness in high schools, helping to ignite early interest in hospitality among youth. Her efforts extended further during her time at the Granite Club, where she actively contributed to the Club Management Association of Canada’s (CMAC) Career Awareness Committee. There, she played a key role in creating a brochure and video designed to educate high school, college, and university students about the dynamic career opportunities within the private club sector. The committee also organized immersive day trips, allowing students to visit and experience three different clubs in one day. 

In addition, Joanne served on the Advisory Council of the Ted Rogers School of Hospitality and Tourism Management. Her leadership and strategic insight provided invaluable support to faculty and students, strengthening the program’s connection to real-world industry needs. Through all of these efforts, Joanne has made a lasting impact on future generations and elevated awareness of the diverse opportunities within the hospitality industry.

 

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