Contract position as a liaison between the Hilton digital key program team, lock vendor and key stakeholders. Assisted in the orchestration and rollout of digital key program to more than 2000 hotels across 12 brands, including special event coordination and deployment of technology across multiple platforms

• Analyzed training programs to determine opportunities for improvement for the Hilton HHonors guest loyalty program (10hotel brands).• Collaborated with learning and development teams on the corporate level.• Manage a $1 million annual curriculum development and training budget.• Traveled to hotels to conduct site surveys, and develop recommendations and action plans for senior-level management.• Delivered PowerPoint presentations at multiple conferences and regional training seminars (300+ attendees).• Hired new vendor in 2014 for the HHonors e-learning program.

• Directed, trained, and evaluated a team of Analysts and Managers responsible for reimbursement of loyalty program reward stays for all 3,000+ Hilton family of brand hotels.• Attended leadership meetings to make decisions regarding program operations.• Administered $450 million of reimbursements on an annual basis.• Actively involved in re-branding and re-launching the HHonors loyalty program during a major reorganization.• Provided operations support and consultation to ten hotel brand teams worldwide.• Traveled globally to represent the HHonors program to hotel owners and hotel management companies.• Collaborated with the worldwide customer service center operations team to resolve escalated issues.• Analyzed reports and financial documents for accuracy and quality control.• Worked closely with finance and fraud teams to investigate hotel fraud situations.

• Hired, directed, trained, and evaluated a team of 45 Assistant Directors, Managers, and Call Center Agents in three locations (Texas, Scotland, and Singapore).• Provided program operations support to 3,000+ hotels (nine hotel brands).• Conducted regional field training in North America on the guest loyalty program.• Involved in integrating former LXR brand hotels into the Hilton family of brands and HHonors loyalty program.• Reviewed HHonors program participation, occupancy rates, and financial data.• Served as the HHonors program Subject Matter Expert for the “No Blackout Dates” project team during the integration of all internal systems.

• Managed operations in four departments, and filled in for the General Manager of a 600 room hotel.• Hired, supervised, trained, and evaluated a team of 30 staff (Front Desk, Bell Desk, Room Reservations, and Telephone Operations).• Implemented a customer service recovery program to measure and address guest survey results.• Developed budget forecasts to manage standard room rates, rate promotions, and room availability to maximize revenue for the hotel.• Served as a member of the hotel “Executive Committee”.• Involved in logistics management during a complete remodel of the hote