Experience

Amerilodge Group

• United States
• Hospitality
• 100 - 200 Employee

• Corporate Director of Revenue Management

  • Nov 2021 - Present

  • Brought 100% of portfolio to have in-house Revenue Management support; focusing on 'market' strategy meetings and sister-property revenue optimization.• Developed KPI spreadsheet reports, facilitates yearly budget meetings and ongoing forecasting for all properties with focus to enhance processes ongoing and support performance/revenue improvement.• Created Lunch & Learn training series for property leadership education in more relatable and digestible content along with developed and presented Sales and Operations training sessions in yearly leadership summit events.• Maintained current brand initiative knowledge, worked with Franchise and brand support partners to ensure ongoing compliance and seamless new program/system rollouts. Show less

• Corporate Revenue Manager

  • Jan 2020 - Nov 2021

  • Established in-house Revenue Management support for hotel group with 35+ hotel portfolio (IHG, Hilton, Marriott, Choice, Wyndham and independent brands), developing Revenue Management division and mentoring internal promotion/hires in a team-focused atmosphere.• Partnered with internal and external Team Members to support new build/hotel openings, acquisition, sale transitions and renovation projects regarding not only revenue generation but system configuration, reputation management and operational support.•Multi-property Revenue Management mitigating demand loss and business mix shift during COVID, adjusting strategy to navigate the pandemics business impacts.• Ongoing training and support of Sales, Revenue Management, Operations, etc to improve in knowledge, reinforce best practices to reduce revenue distress and loss. Show less



Valley Forge Casino Resort

• United States
• Gambling Facilities and Casinos
• 200 - 300 Employee

• Executive Director of Hotel Operations

  • Jul 2017 - Jul 2019

  • Ensured that all hotel operations are carried out professionally, to corporate brand standards, and the highest level of services while maintaining the financial impact of such decisions and operations • Multi-property labor and revenue management, high focus in leveraging business mix and demand between hotel towers to optimize revenue. • Worked closely with department managers to identify / resolve inefficient operations • Developed and implemented strategic plan and vision for the Hotel Operations division consistent with the Casino Resorts overall strategic vision • Hotel Operations Division: Front Desk/Retail, Revenue Management/Call Center, Housekeeping, Environmental Services, Valet, Reputation Management, Event Center, along with manage vendor partnerships (Budget/Avis, Cintas, Spa) Show less



Oakwood

• Singapore
• Hospitality
• 700 & Above Employee

• Supervisor, eChannels and Revenue Management

  • May 2016 - Jun 2017

  • Mentor, monitor and lead Regional Revenue Specialists ensuring market support and analytics for optimization of eChannel listings. • Assistance in configuration, implementation and audit of system integrations such as reservation delivery into PMS from custom connection.• Analytics of portfolio performance and strategize with Directors, Executive Team and Field Management towards success of properties, markets and partnerships.• Continue to carry market management responsibilities while overseeing additional Regional Revenue Specialists. Show less

• Regional Revenue Specialist

  • Aug 2015 - May 2016

  • Revenue Management support of New York, Chicago, Philadelphia, New Jersey, and Stamford markets, focusing on vacancy mitigation, pricing recommendations, channel management strategy and promotions.• NorCal, Seattle and Portland support during transition of Revenue Specialists.• CRS/GDS migration project management for 350+ properties transitioning from Pegasus to Sabre including build, training and ongoing support for internal and franchise partners. • Analytics of performance and strategize, working with properties field Revenue Managers to ensure revenue optimization.• RFP completion and submission, along with full circle build ensuring approved RFP’s are bookable through GDS.• Ongoing training and support of internal partners (i.e. Sales GDS Seminar).• External partnership support during integration (Booking.com/Expedia), troubleshooting issues and ongoing (Sabre) to ensure efficient and full utilization of systems. Show less



Song Hospitality Consulting

• Phoenix, Arizona Area

• Independent Consultant

  • Oct 2013 - Aug 2015

  • Consulting regarding Revenue Management, Hotel Operations (Front Office, Guest Services, Housekeeping, Reservations, etc), Sales, and Marketing. • Initiating and/or evaluating standard operating procedures and policies. • Project management, allowing properties to focus on continuing their operating without assigning additional duties to existing team for the short term launch timeframe. • Branding and re-branding implementation planning. • KPI establishment, analysis and action plan creation. • Focus on enhancing operational efficiencies and optimize revenue while focusing on guest satisfaction and experience. Show less



Destination Residences Hawaii, Destination Hotels

• United States
• Hospitality
• 1 - 100 Employee

• Director of Reservations and Revenue Management

  • Apr 2013 - Sep 2013

  •Statistical and data analysis of condo revenue and occupancy trending in a destination market for seven properties (Wailea Beach Villas, Wailea Ekahi Village, Wailea Ekolu Village, Grand Champions, Wailea Elua Village, Makena Surf and Polo Beach Club). • Market trending, comp set analysis, forecasting, rate yielding and yearly rate setting. • Weekly, monthly and on-demand reporting in accordance with corporate timelines. • Participation in corporate monthly affinity conference calls, being updated in portfolio performance and team strategizing. • Conduct monthly Revenue Optimization Committee, Rental Managers Revenue Update and Reservation Sales Agent Department meetings. • Partnership management to include OTA, wholesale, vendors, consortia’s and condo owners. • eCommerce strategizing, copy writing/editing and performance monitoring, to include flash sales, sponsored listings and utilization of existing channels for enhancing revenue. • Group contracting, management and system setup for FIT groups. • Responsible for the department operating budget, ensuring fiscal responsibility. • Management of call center team to include developing training material, ensuring system accuracy to maximize efficiency of processes and continuous coaching of Sales Leader and Inventory Management roles. Show less



Northern Quest Resort & Casino

• United States
• Hospitality
• 300 - 400 Employee

• Reservations/Revenue Manager

  • Jul 2009 - Apr 2013

  • Pre-opening experience in multi-department development and hotel start-up • Successfully obtained a 4-Diamond rating upon first year and maintained the rating consecutively. • FY 10-11 accomplishments include raising revenue by 27%, increased occupancy by 16.9% and improved RevPAR by $20 over FY 09-10 for same time (opening year). • FY 11-12 accomplishments include raising revenue by 10.4%, increased occupancy by 7.8% and improved RevPAR by $9.26 over FY 10-11 YOY. • Daily revenue, room income, and posting review to ensure operational procedures are being followed and proper allocation of organizational revenue. • Yielding strategies and revenue optimization through strategic planning with VP of Resort Operations and Director of Sales and Hotel Marketing. • Prepares, analyzes and reviews forecasts, statements and reports to confirm strategies and plans are producing the optimal amount of revenue. • Projects include (not limited to): Strategic planning research assistance for E-Team, outdoor concert series property procedure setup and ticket pricing/revenue layout, spa application enhancement (more details below), and QCash installation. • Established operational process in efforts to maximize efficiency in all hotel departments • Recruiting, hiring and termination of Reservation Agents and PBX Operators. • Mentor and coaching of Supervisory staff, Group Coordinator and Reservation Trainer • Creation of Spa and Salon, Housekeeping, Front Office, and Reservations budget with yearly responsibilities of managing the Reservations Department budget. • Spa application analysis to include identifying operational deficiencies, perform system back-end clean up, and advise of user-end opportunities for improvement. • Intimate knowledge of PMS in all facets including sales and catering, front desk, security and setup, housekeeping and reservations. • Works intimately with Telecom and the call center software, actively managing recordings and queue behaviors. Show less



Soaring Eagle Casino Resort

• Mount Pleasant, Michigan

• Reservations/PBX Lead

  • Jan 2005 - Jul 2009

  • Create and maintain Associate scheduling for 50+ associates • Train Associates on procedures and professionalism required of a AAA rated, 4-Diamond Resort along with equipment and programs used with both Reservations and Switchboard departments • Monitor and evaluate Associate performance along with maintaining computer profiles on all Associates • Respond to guest complaints/concerns by empathizing thereby changing experiences from negative to positive • Provided Management with Monthly/Quarterly/Yearly reports on Lead and Associate duties • Continuous coaching and counseling of Associates along with assistance with yearly performance evaluations • Process guests comps using CDS-Super Playmate • Work as ambassador between the Reservations Department and various Casino and Resort departments • Manage and Maintain Casino tournament registration/room blocks • Team Leader for Gift Card team for on and off property processing, including installation of kiosk sales during holiday 2008 Show less



Soaring Eagle Waterpark and Hotel

• United States
• Hospitality
• 200 - 300 Employee

• Reservations Agent

  • Aug 2003 - Jan 2005

  • Assisted Management in training new associates on policies and procedures • Confirmed and billed reservations and concert packages • Maintained daily arrival and departure information of guests • Provided continued AAA Four Diamond quality service to internal and external guests while being proactive to guest requests and concerns about the Casino, Resort, and Tribal Culture • Assisted Management in training new associates on policies and procedures • Confirmed and billed reservations and concert packages • Maintained daily arrival and departure information of guests • Provided continued AAA Four Diamond quality service to internal and external guests while being proactive to guest requests and concerns about the Casino, Resort, and Tribal Culture