Experience

Madewell Companies

• United States
• Real Estate
• 1 - 100 Employee

• Head of Hospitality

  • Oct 2022 - Present

  Dallas, Texas, United States



Saltbox

• United States
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Senior Member Experience Manager

  • Mar 2022 - Aug 2022

• Senior Community Operations Manager

  • Jan 2021 - May 2022

  Dallas-Fort Worth Metroplex



WeWork

• United States
• Real Estate
• 700 & Above Employee

• Community Manager

  • Jun 2019 - May 2020

  Charlotte, North Carolina Area WeWork transforms buildings into beautiful, collaborative workspaces and provides infrastructure, services, events and technology so our members can focus on doing what they love. Community and collaboration are what we focus on to spark fulfillment and growth. - Opened the third WeWork location in Charlotte with the highest building opening occupancy in the SouthEast region home to 800 members and ramped to 100% occupancy within 5 months. The RailYard location is also home to WeWork's first… Show more WeWork transforms buildings into beautiful, collaborative workspaces and provides infrastructure, services, events and technology so our members can focus on doing what they love. Community and collaboration are what we focus on to spark fulfillment and growth. - Opened the third WeWork location in Charlotte with the highest building opening occupancy in the SouthEast region home to 800 members and ramped to 100% occupancy within 5 months. The RailYard location is also home to WeWork's first private event space in the SouthEast territory that has seen phenomenal success in its first three months of operating - Manage a team of 5 direct reports covering Operations, Hospitality, Sales, and Housekeeping providing daily support and long-term strategy - Responsible for the day to day building operations, member retention and engagement, team development and training, and the building’s P&L - Establishing partnerships in the local South End community was a main focus for enhancing our member's experience Show less



Houston Food Bank

• United States
• Non-profit Organization Management
• 200 - 300 Employee

• Manager of Training and Organizational Culture

  • May 2017 - Jan 2019

  Houston, Texas The Houston Food Bank is the largest food bank in the country with a full-time staff of 350 employees. In the aftermath of Hurricane Harvey, the food bank experienced a two-fold increase in staffing and output to the community. As the focus shifted to long-term stability, the position of Manager of Training was added to my responsibility of Organizational Culture Manager and I reported directly to the Chief of Services. • Collaborated with C-Suite to align business strategies to the… Show more The Houston Food Bank is the largest food bank in the country with a full-time staff of 350 employees. In the aftermath of Hurricane Harvey, the food bank experienced a two-fold increase in staffing and output to the community. As the focus shifted to long-term stability, the position of Manager of Training was added to my responsibility of Organizational Culture Manager and I reported directly to the Chief of Services. • Collaborated with C-Suite to align business strategies to the expected behaviors required by employees • Developed Training & Development roadmaps for Director and Supervisor positions • Implemented an interactive, online employee recognition program • Managed the recruiter and successfully moved the recruitment process to ADP • Deployed the first stage of a culture transformation for 350+ employees • Developed improved processes for the entire employee lifecycle • Facilitated on-boarding process for new employees • . Managed quarterly all staff meetings, annual staff training day and annual staff party Show less



Shangri-La Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Complex Director of Quality and Training

  • Jan 2015 - Jan 2017

  Abu Dhabi, UAE • Revamped training programs to appeal to team members of the millennial generation and 45+ nationalities; aligned training with the quality needs of the entire complex • Worked with all department heads to implement process improvement strategies to increase productivity; developed relationships with senior management and team members to ensure proper training, quality, and Continuous Improvement strategies were shared goals of the leadership team • Achieved highest guest satisfaction… Show more • Revamped training programs to appeal to team members of the millennial generation and 45+ nationalities; aligned training with the quality needs of the entire complex • Worked with all department heads to implement process improvement strategies to increase productivity; developed relationships with senior management and team members to ensure proper training, quality, and Continuous Improvement strategies were shared goals of the leadership team • Achieved highest guest satisfaction scores in the history of the hotel and did so on a continuous basis • Utilized quality feedback to maximize revenue • Planned and executed complex-wide Corporate Social Responsibility activities and staff recognition programs • Analyzed quality results and guest feedback to incorporate necessary changes to create the highest quality guest experiences possible • Chaired weekly quality meeting with senior management to track progress of Quality Improvement strategies utilizing internal and external channels • Managed and implemented the team development process to meet training goals • Developed a strong internal candidate pool to fill vacancies and augment the efforts of the team

• Area Quality Improvement Manager

  • Feb 2013 - Jan 2015

  Shangri-La's Villingili Resort & Spa, Maldives and Traders Hotel Male, Maldives • Partnered with Division Heads on a variety of projects to improve the guest experience through service observations, action planning, and process improvement, which led to the highest guest satisfaction scores in the hotel’s history • Created the 3-day Departmental Trainers Workshop, linking training and quality • Coordinated departmental trainings based on guest feedback and internal audits • Redesigned processes to eliminate redundancies to improve both guest and colleague… Show more • Partnered with Division Heads on a variety of projects to improve the guest experience through service observations, action planning, and process improvement, which led to the highest guest satisfaction scores in the hotel’s history • Created the 3-day Departmental Trainers Workshop, linking training and quality • Coordinated departmental trainings based on guest feedback and internal audits • Redesigned processes to eliminate redundancies to improve both guest and colleague experience • CSR Ambassador responsible for leading monthly CSR activities and implementation of Best Practices • Completed 7 Habits of Highly Effective People workshop

• Quality Improvement Manager

  • Aug 2009 - Feb 2013

  Qingdao, Shandong, China • Held various positions during my tenure that included Guest Relations, Club Lounge Supervisor, and Quality Improvement Manager • Established a partnership between Purdue University and Shangri-La to provide a 6-month internship in the hotel for Purdue students; oversaw the process from interviewing to on-site management • As the first Quality Improvement Manager for the hotel, I cultivated the quality culture throughout the hotel • Monitored consumer review websites • Studied… Show more • Held various positions during my tenure that included Guest Relations, Club Lounge Supervisor, and Quality Improvement Manager • Established a partnership between Purdue University and Shangri-La to provide a 6-month internship in the hotel for Purdue students; oversaw the process from interviewing to on-site management • As the first Quality Improvement Manager for the hotel, I cultivated the quality culture throughout the hotel • Monitored consumer review websites • Studied basic Mandarin



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Assistant Front Desk Manager

  • Jul 2008 - Jul 2009

  Greater Chicago Area



Six Stars Concierge and Personal Assistance

• Personal Concierge

  • May 2005 - Jan 2008

  Houston, Texas Area



Jinling Hotel

• Purdue Intern

  • Jul 2006 - Nov 2006

  Nanjing, Jiangsu, China