o Oversee and supervise five Directors across six properties, totaling $8 million in revenue.o Operate as a “service mechanic” across the region, helping locations achieve service excellence through individual mentoring on how to manage detractors, set goals, and capture more survey responses.o From April 2020 – June 2022 during the peak months of the pandemic and as our team came back online, developed, wrote, and delivered a weekly “Daily Dose (of customer service)” email to the region with a goal of helping the recovering teams think about and prioritize customer service. Continued this in 2024

o Supervised a cross-functional team of technical specialists, salespeople, vendors, and contractors.o Honed a focus on customer service achievement and exceeding goals through regular team meetings and consistent cross-team internal communications.o Prioritized and evangelized all aspects of customer service accountability, continuing to promote my “Thank You” program to drive survey responses.

o Demonstrated effective service improvement and growth of GSS scores, moving the location from a 9.43 PYTD to a 9.66 YTD (9.60 TTM) NPSI.o Implemented “Thank You” program with sales team to garner survey completions and GSS mentions for technical staff.o Aided in the overall operational excellence that internal and external stakeholders have come to know in the region.

o 2014, 2015 "I Will" Promise GSS Award Regional Winner for the highest level of customer satisfaction.o Moved into active sales director role and mentored Assistant Director towards future promotion.o Achieved 39+% revenue growth in 2014 and 6.3% growth in 2015.

o Dramatically elevated service scores. By the end of 2011, the team had moved into the top 20% of all Hyatt properties and the top 10 of all Encore locations by the end of 2012.

Consultant – Product in development• Advise in the development and expansion of an interactive kiosk• Supply various photographic images for publication to clients • Develop business plans for new lounge concepts• Contractor – Audio Visual• Customer service and troubleshooting on-site during delivery and setup• Installation and management of audio visual equipment for events and conferences

• Oversaw sales to and maintained relationships with corporate accounts • Responsible for prospecting, promoting, and building community awareness of the hotel• Supervise sales coordinator’s work and efforts on behalf of the corporate sector

• Generated new sports/team, military and medical market sales for a 236 room convention style property• Provided a 7% increase in the segments; focused on maximizing revenue through yielding volume of accounts, occupancy, and rates• Promoted and represented the hotel in the form of membership in industry organizations, community involvement, and networking functions throughout the Northwest

• Sales to all market segments: Group, SMERF, Corporate, Key Accounts both local and national• Marketing of two unique properties: 222 rooms with over $5 million dollars of revenue• Achieved 16% growth in all market segments and increased ADR and RevPAR by 20%

• Master of Ceremonies for public events: charity auctions, corporate parties, weddings.• Marketed and promoted business in local professional organizations, trade shows, and in person• Supervised up to 25 entertainment staff members throughout events• Accountable for safekeeping, maintaining, and logistical scheduling & distribution of equipment • General business operations: scheduling, accounts payable & receivable.