Accomplished leader and hospitality professional adept at driving team performance, business strategies, and making data-supported recommendations. Skilled in hotel/residence openings & transitions, operational excellence, account management, leading teams, & brand management. Motivational leader and organizational problem-solver with experience stepping into roles and quickly making positive changes to drive success. Focused on using training, mentoring and morale-building techniques to maximize employee engagement & performance.
Responsible for leading Quality Assurance, Learning Delivery, and Pre-opening process for 80 properties within Marriott International’s luxury residential portfolio in the United States & Canada
Support residential leaders to meet and exceed their property specific goals focused on owner engagement, brand standards, & property management
Analyze feedback from Owner Engagement Survey to identify opportunity areas & establish action plans to increase scores
Conduct site visits for under-performing properties and develop improvement strategies with property leaders
Provide leadership, insight and mentoring to newly hired employees on the Quality tools and overview of the Customer Engagement strategies and methodologies
Lead pre-opening support for residential properties including maintenance of critical path tasks, monthly review, and facilitating property opening countdown process/training
08/2018 to 07/2021
Manager Hotel Transitions & Project ManagementAccor Hotels – Seattle, WA,
Responsible for supporting the successful execution of hotel transitions across all brands in the Americas; led over 300 transitions during tenure
Coordinate the initial contact and introduction of the Hotel Relicensing & Training Support Services Program serving as the primary point of contact for Franchisee, General Manager, and property leadership
Facilitate conference calls & webinars with ownership, franchise management groups, and hotel leaders to review brand initiatives and necessary action steps for a hotel transition
Consult to business leaders providing recommendations and change management for hotels to drive implementation and operational results including brand standards, guest satisfaction metrics, loyalty initiatives, required training, and accountability
Manage the system exit process for hotel terminations and divestitures including brand integrity, guest service, and data management
Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
03/2016 to 08/2018
Front Office ManagerPatient Account Services – Mclean, VA,
Property is a 1218 room convention hotel with 125,000 sq. feet of meeting & event space
Managed a team of 50+ associates including 5 managers, 4 supervisors, & 20 union associates
Led the team with upsell program that brought additional $474K in top line revenue to the property in 2017
Reduced departmental overtime costs through weekly labor analysis while consistently meeting productivity goals
Developed training program to enable hourly associates to understand guest satisfaction results while communicating a consistent message around department goals
11/2014 to 03/2016
Director of Front OfficeMajor Food Group – Dallas, TX,
Property is a 752 room urban hotel with 37,000 sq feet of meeting & event space
Responsible for short and long term department planning while managing a team of approximately 25+ associates including 4 managers, & 15 union associates
Managed the Rooms Division team through a complete property guestroom renovation while maintaining guest satisfaction scores above goal
Maximized profitability generated from different areas through proper expense control for the complete financial management of the entire Front Office
Reviewed guest satisfaction surveys and implemented necessary changes to provide higher level of service.
07/2013 to 11/2014
Front Desk ManagerMajor Food Group – Miami Beach, FL,
Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
Mentored new staff on correct procedures, compliance requirements and performance strategies.
Corrected guest issues promptly with knowledgeable and friendly service.
08/2012 to 07/2013
General ManagerAndroid Industries – Bowling Green, KY,
Opening General Manager for 93 room hotel conversion project responsible for managing the daily operations
Oversaw financial management, accounting and payroll activities.
05/2010 to 08/2012
General ManagerBEST WESTERN PLUS – City, STATE,
Responsible for the operations, sales efforts, and budget management of a 60 room property.
02/2009 to 05/2010
Operations ManagerBEST WESTERN PLUS – City, STATE,
Directed front desk & housekeeping operations, managed guest check-in and check-out procedures, reservations and payments.
Education
Expected in 12/2016 to to
Master of Science: Hospitality & Tourism Management Roosevelt University - Chicago, IL GPA:
Expected in 05/2010 to to
BBA: Business Administration Saint Xavier University - Chicago, IL GPA:
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