Change Manager

• Jul 2021 - Present

Sr. Manager, Change Management

• Apr 2021 - Jul 2021

Sr. Manager, Change Management & Communications

• Mar 2019 - Oct 2020

• Defined and delivered change management and communication strategy for newly developed hotel offers platform beta test and soft launch, including development of champion network and training materials • Defined and delivered change management and communication strategy for Sales and Catering system implementation at The Ritz-Carlton and EDITION hotels within the Americas• Consulted with executive leaders on change management and communication strategy for new and revised Customer Data Privacy policies at Marriott International, including customer data retention and 3rd party data sharing policies• Developed standardized templates for conducting change impact assessments, creating leadership coaching plans and activating change champion networks to be used across Marriott’s Planning and Services Organization

Manager, Change Management & Communications

• Sep 2016 - Mar 2019

• Delivered change management and communication strategy for Starwood/Marriott sales and catering system integration, including training content development• Led sales and catering system communication efforts for North America sales office reorganization• Defined and delivered change management and communication strategy for Sales and Catering system implementation at The Ritz-Carlton and EDITION hotels within the Americas, facilitating change assessments with senior leadership• Led change management and communication deliverables for business continuity, user provisioning, and outlier work tracks throughout Starwood/Marriott system integration• Led sales and catering intranet pages visioning and redesign project

Manager, Change Management & Communications

• Mar 2015 - Sep 2016

• Conducted change assessments for sales and catering system • Conducted stakeholder analysis to assess risks related to sales system implementation and develop action plans • Conducted business process and organizational deployment consultations with hotel senior leadership, increasing post implementation team morale by 21% and system usage proficiency by 13% for critical hotels • Identified user resistance and performance gaps partnering with Product Development Team to implement corrective actions resulting in a 41% increase in user satisfaction and 16% increase in impact to job performance over a 2 year period• Collected, analyzed and reported on end user survey feedback following product releases to senior leadership, end users and internal teams

Specialist, Change Management & Communications

• Sep 2013 - Mar 2015

• Worked with business teams to review and support sales system business process redesign. • Developed and maintain SOP documentation. Lead best practice webinars as needed to clarify advanced topics.• Assisted in management of the Champion program including partnering with property HR departments for champion selection, conducting training, developing champion mentor certification and ensuring participation in online user community.• Assisted in development and maintenance of online user community and updated sales system intranet pages as needed.• Assisted in structuring new survey tool and developing user surveys based on methodology outlined in communications strategy. • Collected data for sales system scorecard and assisted in regular analysis and distribution of data for senior leadership and internal teams.• Assisted in developing sustainable method to identify hotel business process information prior sales system implementation. Consulted team on strategy to implement new or changing business processes.

Sales Reporting System Analyst

• Jun 2011 - Sep 2013

Prepared accurate and timely reports for the Sales, Catering and Revenue teams to assist in forecasting, determining profitability and tracking revenue for incentive calculations. Loaded all negotiated corporate rates into hotel property management system (PMS), monitored monthly productions and created reports to validate performance and gain insight into trends.Monitored system interface and resolved discrepancies to ensure profitability. Assisted in setting hotel pricing for 90 day period to maximize profitability with a focus on RevPAR. Assisted in facilitation and presentation of Starwood University class – Revenue Management Essentials.Maintained extensive knowledge of ISAC software to assist end users with ongoing troubleshooting. Collaborated with hotel leadership to ensure accurate and timely completion of ISAC conversion, migration and training readiness workbooks. Identified end user process issues related to ISAC and communicated system errors to the Support team.

Group Reservations Coordinator

• Sep 2010 - Jun 2011

Front Office Associate

• Apr 2008 - Sep 2010