Darrell L. Hugh Email and Phone Number
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Darrell L. Hugh personal email
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With over a decade of experience in hotel operations—10 years with the world’s largest hotel brand—I’ve held diverse leadership roles, from Learning & Delivery Leader to driving global adoption and shaping the development of Guest Experience Technology. Throughout my career, I’ve successfully navigated complex challenges, including overseeing the opening of 60+ hotels across the US, Canada, the Caribbean, and Latin America, as well as managing large-scale acquisitions and integrations. I’ve also adapted to major industry disruptions, such as COVID-19, while continuously evolving operational strategies. My goal is to leverage my expertise in training, development, and operational leadership to create lasting, meaningful change within the hospitality industry.Passionate about behavioral science and data-driven technology, I combine research, analytics, and best practices to innovate training approaches and drive performance. With a proven track record in delivering high-quality training that exceeds standards of excellence, I bring the tools, insights, and leadership needed to contribute to my company’s success and set us apart from the competition. 𝐀𝐫𝐞𝐚𝐬 𝐨𝐟 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞:Leadership & Training Development ✦ Project Management ✦ Pre-Opening ✦ CRM Analytics ✦ Public Speaking ✦ Team Building ✦ Systems & Operations Training ✦ Brand Management ✦ Process & Operations Strategy ✦ SaaS ✦ Program Sustainability ✦ Learning & Delivery ✦ Loyalty Operations
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Director, Workgroup Operations | Hotel Technology Next GenerationAmerican Hotel & Lodging AssociationWashington, Dc, Us -
Corporate Director, Operational ExcellenceHhm HotelsWashington, Dc, Us -
Corporate Director, Guest Experience & QualityHhm Hotels Jan 2024 - PresentStrategically manage and elevate guest satisfaction while upholding brand service standards across a diverse portfolio of select, premium, luxury, and independent hotels. Leverage data-driven insights and analytics to craft tailored strategies that drive continuous improvement in guest experience and portfolio performance.240 Hotels37K Hotel Keys
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Sr. Manager, Empower Guest Experience Platform + Digital Guest Experience (Global Operations)Marriott International Jun 2022 - Jan 2024Bethesda, Maryland, United StatesGlobal business leader of the GXP team, driving the strategic direction and operational excellence of Guest Experience Platform (GXP) technology across all Marriott brands worldwide. Spearheading the development and deployment of the Marriott International CRM application, with a focus on enhancing digital guest experiences and service delivery at every touchpoint. Collaborates with brand leaders, and other global operations teams to optimize technology integration, improve processes, ensure standards compliance, and maximize system functionality, while also leading training and continuous improvement efforts to elevate the guest experience through innovation and technology. -
Manager, Hotel Openings & Transitions – Operations Delivery & Brand Activation (Us, Can, & Cala)Marriott International Jun 2019 - Jun 2022RemoteResponsible for planning, organizing and delivering all pre-opening training schedules and processes to Owners, Franchisees, and/or property leadership team, in order to best provide pre-opening and conversion training support for all Marriott brand hotel’s. Work with hotel staff, business owners, many different Marriott departments and other outside resources. Identify and analyze training needs based on brand standards, new initiatives and trends. Assist with the modification and improving training programs.
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Manager, Operations Support Resources (Us & Can)Marriott International May 2018 - Jun 2019RemoteSubject-matter expert leader supporting Starwood Legacy brands within MarriottInternational. Within Marriott's Continent Lodging Services - Americas organization, Operations SupportResources offers a comprehensive, sustainable and flexible team of operations managers who deploy into assignments based on properties’ management vacancies and short-termstaffing needs. While on assignment, team members foster operational excellence byproviding technical and business acumen, sharing best practices, encouraging associatetraining, serving as subject-matter experts for continent and brand initiatives.
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Director Of Front Office, W Atlanta BuckheadMarriott International Feb 2017 - May 2018Atlanta, Georgia, United StatesMarriott Distinctive Luxury Hotel. | Awarded Manager of the Quarter - Q3 2017.• Achieved Talent Engagement & Leadership Excellence Score.• Completed Next Generation Service Culture on time (via Learning Compliance report).• Developed & facilitated talent training programs.• Significantly reduced department employee turnover.• Met Front Office paid upgrade revenue goal of $31,866.• Exceeded Marriott Bonvoy enrollment goal (21% vs. 13% target).• Ranked #1 for US EAST Luxury tier enrollments.• Increased YOY "Make A Green Choice" Take Rate.• Met Budgeted Payroll Cost % for Welcome Office.• Achieved GSS 2017 Check-In Experience goal.• Co-led Quality Improvement Projects to reduce hotel defects.
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Director Of Guest Services, Westin Waltham-Boston HotelMarriott International Nov 2015 - Feb 2017Boston, Massachusetts, United StatesMarriott Distinctive Premium Hotel. | Awarded Manager of the Quarter- Q3 2016• Led program to boost Self-Parking Revenue, achieving 40% YOY increase ($90K).• Led Hotel Ancillary Revenue initiative.• Generated $25K YOY increase in fee income through Early Departure, Late Cancellation, Early Check-In, Late Departure, and Roll-away bed fees.• Implemented Drake Beil Room Upsell Program, resulting in $26K YOY increase.• Improved GEI Loyalty Composite Score by 28 basis points YOY.• Increased perfect sells from 0 in 2015 to 42 in 2016.• Doubled SPG Enrollment goal (13% vs. 6% target).
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Operations Manager, Aloft Atlanta DowntownAloft Hotels Jun 2014 - Jul 2015Atlanta, Georgia, United States -
Front Desk Manager, Aloft Charlotte Uptown @ The EpicenterAloft Hotels Dec 2013 - Jun 2014Charlotte, North Carolina, United States
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Guest Services ManagerGreat Wolf Lodge Feb 2012 - Feb 2014Charlotte, North Carolina Area -
Project Manager, Advancement OperationsUniversity Of North Carolina At Charlotte Aug 2010 - Aug 2011Charlotte, North CarolinaProject manager in advancement operations. Assisted in different projects in the business and systems processes program while, also maintaining responsibility for all alumni and donor records as recorded in Banner Advancement.•Help blueprint projects.•Enter in records and data for alumni and donors.•Coordinated software upgrades and enhancements with UNCC Banner Advancement.•Help formulate ideas for up and coming projects.
Darrell L. Hugh Skills
Darrell L. Hugh Education Details
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Weaver Academy For The Performing & Visual ArtsVocal Performance
Frequently Asked Questions about Darrell L. Hugh
What company does Darrell L. Hugh work for?
Darrell L. Hugh works for American Hotel & Lodging Association
What is Darrell L. Hugh's role at the current company?
Darrell L. Hugh's current role is Director, Workgroup Operations | Hotel Technology Next Generation.
What is Darrell L. Hugh's email address?
Darrell L. Hugh's email address is da****@****ton.com
What is Darrell L. Hugh's direct phone number?
Darrell L. Hugh's direct phone number is +167850*****
What schools did Darrell L. Hugh attend?
Darrell L. Hugh attended University Of North Carolina At Charlotte, Weaver Academy For The Performing & Visual Arts.
What skills is Darrell L. Hugh known for?
Darrell L. Hugh has skills like Event Planning, Microsoft Excel, Hospitality Management, Hotels, Management, Hospitality, Public Speaking, Customer Satisfaction, Training, Microsoft Word, Powerpoint, Resorts.
Who are Darrell L. Hugh's colleagues?
Darrell L. Hugh's colleagues are Bella Petricca, M. Zachary Dalton, Sophia Sisto, John Ingersoll, Mashaal Awan, Katrina Smith, Brandon M. Mcconnell.
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