Experience

IVEE Group LLC

• United States
• Hospitality
• 1 - 100 Employee

• Director Of Operations

  • Nov 2021 - Present



Horwath HTL

• Hospitality
• 100 - 200 Employee

• Management Analyst

  • May 2019 - Nov 2021

  Part of the asset management team for a portfolio of properties. Assists in the analysis of weekly, monthly, and annual financial reporting and performance metrics. Work with the management company to strategize all aspects of the operation- from revenue management to capital projects. Supports major asset strategy including multi-million dollar renovations, the due diligence in the sales process, insurance claims, signage requirements, management transitions, and the repositioning of an asset through rebranding. Creates meaningful reporting for ownership to demonstrate property performance and action plans. Also responsible for creating various reports to assist clients- primarily feasibility studies and impact studies. These reports pull market data and provide a full market analysis with interviews of local authorities to forecast the impact of various scenarios on a property that is currently in operation, in development, or looking to undergo a structure change. Provides strategic planning services to clients developing properties- including finding the best brand and management company to serve the property and evaluating the programming of proposed properties to determine space usage and potential revenue streams/expenses.



Kripalu Center for Yoga & Health

• United States
• Wellness and Fitness Services
• 100 - 200 Employee

• Director of Guest Experience

  • Apr 2018 - Dec 2018

  Responsible for strategic direction and operations of Guest Services, Housekeeping, Campus Safety, Mailroom and Volunteers for the largest yoga and retreat center in the nation, serving approximately 50,000 guests per year. Responded to all guest feedback, including on social media, and collaborated with all departments on successes and opportunities. Responsible for weekly survey results on guest satisfaction. Provided insight to programming departments on the guest experience. Implemented and upheld policies impacting the employee and guest experience. Developed revenue generating and expense saving initiatives. Served on the advisory committee to Senior Leadership and the Leadership Team. Created synergy between all departments to encourage a positive employee and guest experience.

• R&R/Kripalu Programs Manager

  • Sep 2016 - Apr 2018

  Manager overseeing all R&R programming, Kripalu content generated programs, and whole house activities for the largest yoga and holistic health center in North America.



VCU Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Employee Relations Consultant

  • Mar 2016 - Sep 2016

  Sought to improve the employee experience through the training of managers and employees in HR and service functions. Assisted in employee development and engagement, team morale, performance reviews, matters of discipline and termination, employment law, conflict resolution, and many other factors impacting the employee experience.

• Patient Centered Services Manager

  • Nov 2012 - Mar 2016

  Oversaw all aspects of the patient experience at an 800+ bed hospital and academic medical center with over 630,000 clinic visits annually. Responsible for communicating and protecting the Patient Bill of Rights, mitigating organizational risk and liability through oversight of patient complaints and grievances in accordance with Joint Commission standards, eliminating communication barriers through Language Services, and overseeing operation of the Information Desks and Concierge Services. Made recommendations to the Director and departments throughout the organization to improve the team member, patient, and guest experience.



Farmington Country Club

• Front Office Manager

  • Sep 2010 - Nov 2012

  Directed all strategic planning initiatives and held P&L accountability for the front office at a premier, full-service country club with approximately 3,000 members. Guest room manager accountable for budgets, marketing, staffing, service quality, revenue management, occupancy forecasts, expense control, purchasing, safety, emergency, and operating procedures. Created and executed multiple programs that yielded increased occupancy, multi-departmental revenues, and guest and associate satisfaction. During tenure, over 96% of membership stated they were “very satisfied or satisfied” with front office performance.



Larry Blumberg and Associates

• Assistant General Manager, Courtyard by Marriott Valdosta

  • Feb 2009 - Sep 2010

  Department head for Front Desk, Laundry and Housekeeping. Oversaw guest service scores, room revenue, Human Resources, brand management, expense control, Maintenance, and Food and Beverage. Responsible for creating and submitting daily, monthly, and annual accounting reports, as well as Accounts Receivable and bank audits. Created low-cost/high-return incentives that captured both associate and guest loyalty. Worked with the Director of Sales to ensure group satisfaction and meeting room revenue.



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Lodging Internship

  • Mar 2007 - Nov 2008

  Lodging internship that cycled through all hotel operations, beginning as a housekeeper at the Disney Old Key West timeshare property and culminating as a front desk agent, runner, and shuttle manager at the Four-Diamond Contemporary Resort. Worked on the front lines and shadowed front office, housekeeping, and maintenance managers in supervisory tasks. Lodging internship that cycled through all hotel operations, beginning as a housekeeper at the Disney Old Key West timeshare property and culminating as a front desk agent, runner, and shuttle manager at the Four-Diamond Contemporary Resort. Worked on the front lines and shadowed front office, housekeeping, and maintenance managers in supervisory tasks.



Carnival Cruise Line

• Travel Arrangements
• 700 & Above Employee

• Social Host

  • May 2003 - Aug 2005

  Middle Management position responsible for oversight of cruise staff, training, scheduling, accommodations, safety, and entertainment administration. Excelled in showmanship, guest entertainment, activities, and multi-cultural team development. Middle Management position responsible for oversight of cruise staff, training, scheduling, accommodations, safety, and entertainment administration. Excelled in showmanship, guest entertainment, activities, and multi-cultural team development.