• Authored and managed the reinvention of more than 1,000 regionally appropriate brand standards for 3 timeshare brands that guided the operation of almost 100 global properties and more than 27,000 rooms. Executed change management for all updates to global company standard manuals by supporting workstreams and priorities that drive growth and performance. • Helped develop, launch and lead new product and program roll outs, ensuring positive and cost neutral results were achieved through effective change management deliverables and budget collaboration.• Participated in over 25 new property opening team task forces in a fast paced, dynamic work environment. • Managed the ADA compliance program for all resort operations properties. Trained over 2,000 leaders on the requirements of visual and mobility ADA equipment. Served as an ADA resource on all new-build properties.• Orchestrated a data driven HGV guest feedback program with data analytics for resort operations through a partnership with Hilton Worldwide Guest Experience and Medallia / Qualtrics utilizing SQL to ensure continuous improvement was maintained.• Project managed and created all documented brand standard procedural changes through COVID.• Converted and onboarded over 40 Diamond Resorts International properties into Hilton Grand Vacations properties over the course of two years post-acquisition, meeting all deadline deliverables.• Led, participated in, and provided consultative services on root cause analysis for underperforming properties to assist with score elevation.• Fostered the creation of an industry-first strategy to align over 1 million data points and 13 Hilton Worldwide brands to a single brand standard numbering system and a work-flow process to ensure consistency of operations and propel the ease of access and review for multi-unit franchises. • Utilized Microsoft Office Suite, Oracle, SharePoint, SQL, Pacer, Salesforce, IDM, ServiceNow, Concur, Medallia, and Qualtrics.

• Designed, developed, and kept records for 150 SOPs for resort operations.• Collaborated cross-functionally with integral teams within the organization, including legal, risk, learning and development, purchasing, rental marketing, communications, resort operations, and technology, to create standards that matched departmental objectives while also leading a high performing team.• Revamped and redesigned the company’s third-party vendor service for secret shopper measurement standards to mirror service standards of brand standards.• Managed an in-room product portfolio, partnering with design and construction teams for optimal use in the company’s units, inclusive of all operating supplies and equipment, as well as case goods.

• Evaluated and optimized existing policies and procedures related to recruitment, hiring, promotion, and retention to identify potential areas for improvement and continuity.• Conducted diversity, inclusion, and cultural awareness sessions (DEIB) for employees at all levels of the organization.• Managed technical and service training requirements for HGV Resort Operations team members with respect to brand standards, quality assurance, and customer service/experience.

• Using adult learning theory methodologies, redesigned and conducted company day one onboarding for all resort operations team members on a global basis. Evaluated learning to ensure continuous improvement and employee engagement.• Created job skills checklists to assimilate technical training of new hires with operations and company brand standards, covering disciplines of front office, housekeeping, engineering, F&B, loss prevention, and recreation.• Certified as a Harassment-Free Workplace Facilitator within the Diversity and Inclusion Team, performed the Train-the-Trainer Facilitator functionality for operational trainers, and obtained DDI Facilitation Certification.• Contributed to the learning and development requirements writing for the Learning Management System (LMS).

• Scheduled, monitored, and evaluated over 300 yearly learning activities for internal Walt Disney World cast through the Disney Learning Centers.• Created, scheduled, and hosted a cross-functional and career-driven learning event for cast members. • Facilitated Walt Disney World Day One Onboarding and Disney’s Youth Education Series Programs.

• Used unionized bidding preferences to schedule labor and vacations for over 200 Disney cast members working in the Port Orleans and Old Key West Food and Beverage Department. Department included culinary, food court, full-service dining servers and stewards, room service, and bar and cocktail services.• Monitored and recorded PTO days, schedule bids, and attendance matrix points.

• Processed internal transfers for Disney cast members in areas such as attractions, merchandise, and food and beverage, based off union transfer guidelines, status, and hire date.• Assisted recruiters with I-9 and other hiring paperwork.

• Created magical guest experiences by assisting guests with park questions and challenges while also answering the Walt Disney World Information phone line as part of the call center team.• Selected as part of the Opening Team for Disney's Animal Kingdom Guest Relations Team. • Toured guests paying for VIP services at all Walt Disney World Theme Parks.