Optimize the service delivery of standardized reporting on a monthly/quarterly/yearly and/or ad-hoc basis, document metrics and measurement definitions, reporting processes and applications.Provide analytical and decision-making support.Create, maintain and distribute reports to facilitate forecasting, monitoring of performance.Develop a suite of high-performance tools and reports to aid continuous improvement in operations and ensure a great hostel stay.Direct Hostel Support department functions to ensure timely delivery of services and support of Operations Vice Presidents and other functional departments to ensure consistent excellence in operations.Direct cross-regional resources and systems to enhance operations, guest experience, share best practices and foster accountability.Collect, catalog and identify best practices from hostels and other departments to facilitate HI USA’s ability to achieve desired goals and objectives.Support and facilitate HI USA's commitment to environmental sustainability within its hostels.Direct an internal operational audit program based on continuous improvement principles, including operational manuals, standard operating procedures, and sharing best practices.Direct, implement and oversee a comprehensive quality control program that encompasses the annual assessment program, comment cards, secret shoppers, and resolution of guest complaints.Work collaboratively with peers, coordinators, supervisors and other members of management to evaluate effectiveness of existing training and tools and makes recommendations for change that drive continuous improvement and quality.Manage biennial North American Managers Meeting (NAMM), including site selection, logistical management, and content & agenda development.Directly supervise Hostel Support staff, including selection, training, coaching, and motivation.Instill a culture of high performance and continuous improvement that values learning and a commitment to quality.

• Directly supervise four staff members: Hostel Quality Evaluator, Hostel Support Coordinator, Sustainability Lead, and Network Hostel Support Coordinator.• Collaborate across teams, in a matrix management structure, to share information and collaborate on new ideas.• Coordinate the biennial North American Managers Meeting (NAMM), including site selection, logistical management, and content & agenda development.• Assist General Managers to champion the service elements of the property and company objectives.• Develop/implement operating processes and work plans in conjunction with Regional Vice Presidents and hostel general managers.• Oversee the collection of data for the Hostel Services department as well as for the Board Meeting reports through Salesforce.• Administer basic Salesforce functions, including collection of data, data imports, reports, dashboards, users, and customer relationship management.• Maintain and oversee a comprehensive quality control program that encompasses the annual assessment program, customer feedback systems, and resolution of guest complaints.• Provide support and technical assistance to licensed hostels regarding overall operations, policies, quality control, and best practices.• Coordinate annual hostel licensing requirements for existing and new hostels.• Effectively implement new services and monitor the effectiveness and quality of existing services.

Highlight: Chair, International Youth Hostel Federation’s (IYHF) FreeNites & More Task Force, Global Member Loyalty Program.

Highlight: Implemented the Hostel Department Databases, streamlining the data management process significantly and enabled the department to provide fast, up-to-date and consistently accurate data upon request.

Highlight: Moved the store from the Potomac Area Council to the hostel, establishing and documenting standard operating procedures.

Highlight: Member of the team that opened the hostel in 1997.