Director, Full-Service Franchise Operations For Sheraton Hotels United States + Canada
CurrentOversee a portfolio of 140 Franchise Hotels in the United States and Canada. In my role I support the Sheraton Brand. Foster engagements with operations leaders within various Franchise Management Companies and partner with the Full-Service Franchise Area Vice President Brand leadership and team members to facilitate focus on the guest experience, Quality Assurance engagement, initiative pull through, and brand support. • Grew Sheraton Brand ITR/ GSS score 3.2 pts in North America.• Work directly with the hotel leadership team to strategically align on developing strategies to elevate the hotel's performance and create a robust service culture.• Elevated 17 underperforming Sheraton Hotels out of the Red Zone in 2024 by increasing the hotels (ITR/GSS/BSA) scores.• Conducted 60 on-property Quality Assurance meetings in person with Franchise Management Company representative and General Manager.• Facilitated and Hosted Sheraton Brand Webinars for General Managers and Director of Sales, focusing on subject matter experts in Topline and Operational Excellence. • On boarded 18 new Sheraton General Managers in 2024. During this time, I would immerse them into the Marriott Eco System, highlighting the Marriott Business Intelligence Tools to understand their hotel accountability.• Helped hotels adapt to a new three-meal restaurant concept called &More to streamline the F&B operations.• Foster the implementation of in-room dining concepts and mobile dining to increase sales revenues.• Foster menu development that was locally sourced seasonally with a focus on Price, Time, Convenience, Simplicity, Quality, and Flexibility.
