Member of the University of Missouri-Columbia Hospitality Management College's Board of Advisors supporting curriculum development, marketing and development strategy.

- A senior level role responsible for crafting XM advice that will bring impact to current and prospective customers.- Work with the XM Institute to build groundbreaking research, codify best practices, and educate and train Qualtrics staff, prospects and customers.- Write research reports on best practices and current and emerging trends.- Regularly develop thought leadership content articles, webinars, podcasts, conference presentations, and online and in-person training.- Repurpose thought leadership into tools that help organizations apply XM practices. - Conduct, write and present on global research that aligns to the Qualtrics value proposition.

Part Time Faculty for the William F. Harrah College of Hotel Administration

- Responsible for oversight of all aspects of a $5B RFP response for an integrated resort in Nagasaki, Japan- Coordinate all collaboration and ensure alignment amongst all multinational teams in the United States, Singapore, Macau, Sweden, China and Japan.- Ensure all teams meet critical deadlines and highest-quality delivery of the required 22,000 pages of RFP response submission.- Lead the coordination and communication with the Japanese government, outside counsel, consultants and multi-national team members across six different global time zones to maximize efficiency and outcomes.- Lead research interests to support the gathering of critical information to help enhance the quality of the competitive international RFP.- Educate multi-national teams on cultural customs, needs and expectations to ensure strong relationships through the RFP process.- Coordinate all translation, interpreters and development of presentation materials and content for Senior Leadership conversations with international delegates and stakeholders.

- Provide leadership over all Guest Experience & Consumer Research teams. - Strategist and leader of the development and execution of the company’s guest service delivery model.- Partner with senior executives at corporate as well as properties to develop strategies and metrics to identify, define, acquire, and retain guest advocacy to provide actionable insights in areas such as consumer behavior, consumer preference, competitor strategy, product satisfaction, and market trends in order to facilitate decision-making and strategic planning across the company’s various business operations.- Define and identify overall guest experience strategies shaped by innovations in the marketplace across all industries.- Responsible for developing and executing the company’s guest experience strategy, identifying opportunities and developing new concepts, features and business requirements through innovation.- Evaluate market share and monitor competition in order to report on statistics and implement strategies for driving revenue and satisfaction.

Report to the President & COO and consult directly with the Vice President of Operations, along with all members of the Executive Committee.•Oversee guest relations for all guest-impact departments in accordance with property service standards.•Measure, analyze and report guest service satisfaction performance metrics from Guest Survey, TripAdvisor and internal inspections.•Provide insights on key service trends and gaps to the Operating Committee while transitioning ownership of service improvement processes to divisional leaders.•Partner with operating divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the area of process improvement, training and employee performance management.•Collaborate with divisional leaders in evaluating progress of specific service improvements as identified in their action plans.•Assist department leaders in creating guest service training programs and awards for employees.•Serve as the subject matter expert on quality improvement tools and techniques in anticipation of changing guest needs within the dynamic hospitality/gaming environment.•Define policies, procedures and best practices to advance the quality of guest service practices within the organization.•Partner with Human Resources Learning & Development to facilitate guest service training in New Hire Orientation and new leadership on boarding.•Work closely with Human Resources Learning & Development to develop new and analyze existing training curriculum designed to improve guest satisfaction and employee recognition.•Leads and mentors the Guest Experience team to enhance their capabilities in the areas of systems thinking and service improvement.•Support guest service communication through various channels in a professional and timely manner, achieving positive guest recovery resolution.

Report to the Vice President of Human Resources and consult directly with the President & COO, along with all members of the Executive Committee.Create and develop strategic plans, procedures and programs to meet the Organizational Development needs of the organization, including, Change Management and Leadership Development.Partnered with all property key stakeholders to craft, design and execute an initiative focused on increasing the Guest Experience and Employee Engagement, resulting in a 5.8% increase of Guest Loyalty Scores Year over Year, and a 5.6% increase of Loyalty Scores from January to March, 2013. Partner with stakeholders to build the leadership capacity of employees within the organization and to ensure effectiveness of the organization through structure, teamwork and alignment.Meet with senior leadership to establish strategy, enable consistency of practice and make recommendations to current practices including, performance management, career planning, leadership and professional skills development.Execute and coordinate Organizational Development activities including, development of project plans, schedules, resource plans, reports, metrics, and vendor contracts.Support business leaders by consulting in the design, and in turn facilitating strategic meetings as well as providing 1-1 coaching and mentoring to business leaders.Provide consultation and guidance to HR team on OD and Leadership Development topics, including, Guest Service, Employee Engagement, on boarding and development planning.Deliver Leadership and Professional Development training via workshops to leadership at all levels.Partner with the HR team in all aspects of HR.

An integral member of the learning and development team whose key function is to deliver and assist in the design of learning programs.Reported to the Director of Learning & Development & Vice President of Talent & Organizational Development.Consulted with the Sr. Vice President of HR, Vice Presidents, Directors, Managers and Supervisors to assess needs and ensure results were being met.Key Highlights:-Lead a team of training professionals in a wide range of learning disciplines including leadership development.-Improve clients systems and processes, specifically, talent management, marketing strategies, slot analysis, and business development.-Implement Level 2 and Level 3 surveys to access and analyze what changes need to be made to ensure the participants have the tools and resources necessary in making them better leaders.-Designed, Developed and Executed MGM Resort’s first innovative “one company” new hire orientation, Inspirations!-Develop and deliver customized training curricula for various departments including; concierge, front desk, convention services, guest services.-Provide etiquette and protocol training to all levels of property and corporate leadership.-Design presentations for senior company leadership on various topics.-Emcee company events ranging from audiences of 100 – 500 attendees comprised of all levels of company leadership.-Deliver leadership development & etiquette training to all levels of leadership within MGM Resorts International.-Certified Facilitator for Franklin Covey’s 7 Habits of Highly Effective People.