Experience

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  Hyatt Hotels Corporation

  • Meridian, Idaho, United States

  • Global Guest Experience Program Consultant

    • Jun 2022 - Present
    • Meridian, Idaho, United States

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  Marriott International

  • Senior Manager, Global Accountability

    • Dec 2016 - Aug 2020

    Collaborated with a 3-person team that managed the processes and procedures required to maintain the global accountability program for 6,900+ hotels ■ Tracked the performance and escalation of each hotel against customer experience metrics and compliance with brand and operations standards ■ Operated under limited cycle time while constantly aiming to improve efficiency ■ Ensured written notifications to franchisees/ownership were accurate, timely, and archived ■ Utilized and maintained the accountability database, Access ■ Reported and communicated hotel performance routinely and on ad-hoc basis to serve stakeholders as well as owners and management companies ■ Led and facilitated cross-functional discussions/meetings among legal, corporate, and continent senior leadership to ensure alignment and consistent execution of the accountability program ■ Contributed to various special projects that enhanced and delivered compliance process improvementsSuccessfully integrated Starwood hotels (615+) into the Marriott Accountability Program to drive high level guest experience and brand execution ■ Crafted and co-delivered clear and accurate transition communication to individual Franchisees to inform them of their hotel’s performance status ■ Developed and delivered training curriculum, along with communication for properties/field and franchisees/owners (12+ webinars) ■ Conducted key performance metric analysis (Intent To Recommend Guest Voice and Brand Standards Audit metrics) to determine performance thresholds; provided insights and recommendations ■ Led and contributed to the implementation of Starwood hotels into Marriott’s Accountability system. This included preparation of the Access database, coordinating with legal and third-party vendors, along with updating written communication templates.

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  Starwood Hotels & Resorts Worldwide, Inc.

  • United States
  • Hospitality
  • 700 & Above Employee

  • Associate Director, Compliance North America Operations (Promotion)

    • Mar 2012 - Dec 2016

    Managed the Compliance Process for 600+ North American hotels■ Identified low-performing hotels through statistical analysis and recommended corrective action plans to the 25-person operations team■ Facilitated monthly meetings with vice presidents, senior directors and managers to review progress updates and ensure organizational alignment on required actions■ Responsible for formulating and disseminating compliance letters to owners as a means of reinforcing their compliance requirementsAdministered the Quality Assurance (QA) inspection schedule and worked closely with third party vendor to ensure proper inspection of all North American hotels.Champion and liaison for the Brand Health/Quality Assurance (QA) and Guest Experience Index (GEI) programs for the 25+North American Operations team.

  • Compliance Manager, Franchise Operations

    • Jun 2007 - Mar 2012

    Served as the voice of the North American Franchise Operations Division and acted as a liaison between 15 departments in all matters concerning the Franchise division.Handpicked to oversee the rollout of the Compliance Process for all North American hotels in collaboration with diverse stakeholders■ Analyzed key metrics and recommended improvements to monitor compliance performance in the most efficient and productive way■ Designed an internal training program for several disciplines and personally conducted the sessions to ensure all teams were up to educated■ Created and managed a monthly report to track implementation of the new system and identify areas for improvementDeveloped, tracked, and analyzed data to generate reports for North American executives and associates.Tracked compliance metrics, including Guest Experience Index (GEI) and Quality Assurance (QA), and communicated them to the Operations team.Selected by the leadership team to help create the next Guest Satisfaction Index(GSI) evolution as a member of the GSI White Board team (12 weeks on project).

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  Starwood Hotels & Resorts Worldwide, Inc.

  • United States
  • Hospitality
  • 700 & Above Employee

  • Executive Assistant to the CEO

    • Sep 2006 - Apr 2007

    Administered the CEO’s complex calendar, including daily logistics, internal/external meetings, speaking engagements, presentations, in addition to personal and family business. Worked jointly with the Executive Assistant in the New York Corporate Office.Acted as project coordinator on specific projects for the CEO: captured meeting minutes, developed and managed team communication, and updated CEO on project status.

  • Operations Assistants (OA) Coordinator & Executive Assistant to the CEO (Dual Role)

    • Aug 2005 - Sep 2006

    60% of time: Supported 6 OA team members by coordinating, communicating, and tracking the OA program to ensure new hotels opened successfully. Recruited task force members throughout Starwood North American hotels to participate in the program. ■ Developed and led monthly webinar training for pre-opening and operating franchise hotels on the navigation of Starwood’s intranet site. On average, 50+ associates would be in attendance■ Created, updated, and executed all OA follow-up reports40% of time: Supported the CEO when present in the Atlanta Corporate Office by managing all meetings, calls, and visitors. Upon acceptance of the OA Coordinator position, also offered a dual role to assist the CEO 40% of the time. ■ Promoted to Executive Assistant within one year of supporting CEO

  • Project Coordinator

    • Oct 2004 - Aug 2005

    Stepped up as main liaison between the Project Management Office and the Phoenix Computer Information Systems (CIS) department to introduce enterprise-wide project management applications. Worked closely with Director of Finance on budget reconciliation and other department forecasting.

  • Administrative Support Specialist

    • Aug 2002 - Oct 2004

    Provided high level administrative and project support to the Vice President of CIS, 5 directors and 20 associates. Maintained departmental schedules, including meetings and travel itineraries. Planned and executed departmental events to ensure team unity.

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  Monti's La Casa Vieja

  • Tempe, AZ

  • Restaurant Manager

    • 2000 - 2002
    • Tempe, AZ

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  Maricopa County

  • Phoenix, Arizona Area

  • Adult Probation Officer

    • 1998 - 2000
    • Phoenix, Arizona Area