Amanda Joiner Email and Phone Number

• Lead a world-class consulting and advisory firm that has enabled clients worldwide to improve customer and employee engagement, innovate their culture, and drive competitive advantage. • Serve as the senior-most leader and architect for the business as it continues to experience and deliver against high demand from external organizations seeking to learn from The Ritz-Carlton's Gold Standards for high-profile business launches, innovations, and transformations.• Serve as subject matter expert for brand global brand culture initiatives.Notable achievements while in the position have included:- Commissioned a competitive study to identify areas of opportunity, including revenue maximization potential, which facilitated a 6.5% price increase for courses.- Penned a 3-year strategic plan and solidified the business's unique value proposition.- Launched an inaugural incentive for all U.S.-based associates at managed by Marriott hotels, rewarding lead generation and revenue conversion for TRCLC services.- Lead the design and launch of a new curriculum, Leading Employee Excellence.- Created and implemented a new fundamental marketing tools baseline to include a new brand positioning video asset.

• Served in a key leadership position for a hotel with 299 keys, 5 Food and Beverage Outlets, and a Fitness and Message Center, overseeing the strategic direction of $44.5M hotel operations to sustain its preeminent position.• Developed and maintained strategic, professional relations with hotel ownership to create successful partnerships and drive the effective management of assets.• Devised and planned all capital expenditures, annual budgets, and forecasts and oversaw all profit-related objectives.Notable achievements while in the position included:- Activated a consulting partnership with a Michelin two-star restauranteur to launch and operate Casa Don Alfonso.- Integrated restaurant marketing strategy, which garnered 2.1B media impressions prior to opening.- Drove the reimagined experience of a 400-member private Cigar Club with a 67% profit margin.- Imagined a new outdoor 3,000 sq. foot event garden terrace to deliver $1.5M in incremental revenue.- Drove a year-to-date ITREC of 81.6%, ranking #5 organization-wide in the U.S. and Canada.- Improved the Guest Satisfaction rank from 29th to 7th and the HP Margin by 34.5% in the luxury tier with a $254 average daily rate (ADR).- Produced the best year Net Operating Income (NOI) of $8.8M, +18.9% to stable and RevPAR Indexes ay 19.9%+, a 29% increase.- Increased Employee Engagement by 16 points and an F/B Experience ranked #4 in the U.S. and Canada.- Recipient of the 2019 “Hotel Guardian Award, General Manager of the Year, The Ritz-Carlton Hotel Company” award and the 2018 “General Manager of the Year Full Service, Americas West, Marriott International” award.- Recipient of the 2018 “Most Influential Business Women” award from the St. Louis Business Journal. - Recipient of the 2017 “Most Improved Individual Guest Engagement Hotel/Americas, Ritz-Carlton Hotel Company” award. - Recipient of the 2017 “Retail and Service Excellence Award, The Ritz-Carlton” from the St. Louis, Clayton Chamber of Commerce.

• Provided wide-ranging strategic direction and led the resources that powered the global property direct sales effort.• Motivated a high-performing global sales team through complimentary incentive and recognition programs that maximized property and unit revenue generation.• Defined and led the direct sales approach in alignment with the proof points of the Let Us Stay with You platform and developed solutions that effectively deployed resources against markets that widened The Ritz-Carlton customer base.• Generated tools, programming, support, and measurement for effective customer engagement in the sales phase.• Co-authored and implemented The Ritz-Carlton Sales and Marketing 3-year strategic plan and developed annual marketing fund review and owner communication.• Aligned the sales and marketing organization against organizational vision and business priorities and invested in sales and marketing talent with programming that drove a sales culture.Notable achievements while in the position included:- Launched the S&M Business Priority Matrix and the global social recognition platform.- Created and implemented a new global leadership award category and designed and deployed the inaugural China incentive plan for the luxury tier.- Designed and deployed a new global transient goal setting and deployed strategic goal setting in the AP, EU, and ME.

• Served as a hotel manager for a AAA Five Diamond Hotel, coordinating an efficient operating model to ensure profitability and return on investment to the owner with a concentration on room operations.• Managed facility and operation for a 444-room luxury key hotel that generated $29M, providing focused and example-setting leadership to create unique and memorable guest experiences.• Created and led a high-performing sales-focused operational team through a commitment to training and development, motivating the team to achieve property goals and create service excellence.• Sponsored a key improvement-related project to drive guest engagement within the Special Corporate segment.• Nurtured relations with the Atlanta Convention and Visitors Bureau to maximize property positioning for citywide conventions and cultural activities.Notable achievements while in the position included:- Delivered dominating market share performance for 12 months, including an Occ index at +6.4, an ADR index at +3.5, and a RevPAR index at +10.2.- Improved cost per occupied room by $1.58 for YE 2012 and increased sales/improved retail profitability by 20% to the prior year.- Delivered IG Engagement at 49.7 year-to-date, 3.1 over the previous year.- Delivered Warm Welcome of Arrival at 90.7%, ranking #3, and Personalized Service at 67.7% year-to-date, ranking #5 within the organization.- Produced a 22%+ Rooms ESS rating year-over-year and increased problem resolution by 4.2%+ over the previous year.- Delivered T3 project engagement of 53%, 2 points above the goal.