Marriott International Luxury Brands - The Ritz-Carlton, St. Regis, Bulgari, The Luxury Collection, Edition, W Hotels- Part of Global Operations, known for taking ideas into implementation across all brands, disciplines, and continents.- Partner with properties on Marriott’s vision "to be the World’s Favorite Travel Company" by operationalizing each of the luxury brands promise through Performance Expertise, a Heritage of Excellence and Delivering Exceptional Guest and Employee Experiences.- Drives improvement by delivering tailored, targeted performance excellence workshops and training modules that elevate the luxury experience and facilitate bottom-line results.- Responsible for facilitating quality improvement teams to drive Guest Engagement (Intent to Recommend, primary metric) and meet well-defined goals.- Utilizes ASQC Quality Toolkit, to include 6-Step Problem Solving, 9 Step Quality Improvement, Lean Productivity, Kaizen, Process Mapping and Design Thinking methodologies.

- Responsible for the hotel operations of a 225 room hotel, providing leadership for the Rooms, F&B, Banquets and Culinary Divisions... leading to optimization of guest, employee and financial key driver results.- Responsible for the hotel's Net Promoter Score (NPS), Overall Hotel Experience and Key Drivers of Guest Engagement.

- Responsible for Global Guest, Event Planner and Colleague Experiences of 100+ hotels located in China, Southeast Asia, Middle East, Australia, and Europe, through innovative engagement initiatives which lead to a 70%+ improvement of overall satisfaction top box ratings during my tenure.- Strategic and business partner with all functional divisions and product design to innovate and continuously address the ever-changing "voice" of the internal and external customers.- Process Improvement Expert - Challenged and improved operational and administrative systems and processes by providing insights to make work simpler, faster, better and cost-effective leading to elimination of "legacy processes."- Quality Analytics Expert - conducted quality diagnostic reviews/analytics and provided insights to help stakeholders in brainstorming root causes and solutions to recurring operational challenges (40% reduction of Defects and 140% Improvement in Problem Handling)- Lead the Best Practice process promoting innovation with over $6.5K cost reduction and $7M revenue generation per year.- Headed the standards evaluation process resulting in 95% compliance.- Prepared, presented and maintained the annual budget for Quality Initiatives.Please view link below: "Career Milestones & Accomplishments"https://www.slideshare.net/PaulSamuelRoa/summary-of-work-20092017-shangrila-hotels-and-resorts

QUALITY/PRODUCTIVITY RESPONSIBILITIES:•Provide strategic counsel to the senior leaders of West Coast area hotels to ensure implementation of initiatives that drive and impact the Key Success Factors.•Manages overall hotel productivity through business variables forecasting, correct labor standards and efficient scheduling.•Conducts training to all leaders of the hotel regarding quality sciences and Labour Management principles.•Conduct periodic visits to all area hotels to ensure quality infrastructure and initiatives are in compliance to company standards or meet/exceeds expectations,•Leads and facilitates cross functional teams for hotel and global corporate improvement projects.•Conducted presentations for local and/or national companies regarding the Ritz-Carlton Hotel Company culture and quality initiativesOPERATIONAL RESPONSIBILITIES:•Provides leadership and support to Rooms and F&B Divisions on daily, overnight and weekend Manager as scheduled.•Ensures effective scheduling process based on labor standards, business variables and monitors, prevent/reduce of overtime expenses.•Innovate/Improve work processes at Front office and Housekeeping•Ensures all engineering Maintenance guest and internal work orders are delivered, addressed, resolved and reduced recurrence,•Financials – participates in budget process for Rooms & F&B, reviews daily and monthly P&L reports to ensure at par results.