Rosen College of Hospitality

FirstService Residential is the premier property management partner for successful homeowner associations in the US and Canada. I support a team of hospitality professionals who provide exceptional property management services to homeowner and condo associations from Orlando to Daytona Beach, Florida.

Investor-friendly agency with specialty in Central Florida long-term rentals and Disney area short-term rentals.

Administered $350M P&L and steered operations of 28 timeshare resorts encompassing 365k timeshare members, 8k condominiums, and 2k staff. Implemented service standards, developed "Ways of Working" processes aimed at General Managers, and boosted guest experience.• Authored task project plan template defining onboarding process of newly acquired resort, improving onboarding capability and driving operational efficiency.• Successfully merged 19 diverse resort properties into organizational culture, fostering change, diversity, and inclusion.• Rolled out balanced scorecard and KPI's to evaluate General Managers' performance, resulting in increased accountability and efficiency.• Outsourced housekeeping function, reducing operating expenses by $2M annually and mitigating impact on workers' compensation.• Improved guest satisfaction metrics by 5 points in 18 months, achieving highest ever score in property's 35-year-old history.• Introduced Certified Maintenance Technician apprenticeship program, boosting asset management talent and attracting qualified maintenance personnel.• Authored official brand operating standards, providing clear direction on how to deliver resort product and service.

Strengthened partnership between Holiday Inn Club Vacations and IHG Hotels & resorts. Fostered cross-functional relationship and collaborated on IT systems, marketing, brand standards, and rental channel optimization.• Successfully improved alliance between Holiday Inn Club Vacations and IHG Hotels, resulting in exclusive 99-year agreement in replacement of the historical 10-year agreement.• Hosted collaborative summits enabling identification of improvement opportunities in IT, processes, and agent education, increasing call transfer lead generation from 2 to 3M calls.

Leveraged brand research insights to define hotel product and service experience. Developed standard operating procedures and led preparation for brand launch.• Founded and grew hotel brand from the ground up.• Organized curated immersive model walk-throughs as well as annual owner conferences, accelerating adoption of new brand within the IHG organization and franchise owner base.• Directed inaugural flagship hotel property designs, integrating design space programming, and product standards.