Josh Coy Email & Phone Number

Bethesda, Md, Us

I was fortunate enough to step into this role in 2020, (I know, I know…a year we’ll always remember) tasked with directing a team of 40 training leaders and the Training Delivery function of Hotel Openings & Transitions for the US, Canada, Caribbean, and Latin America. Our training efforts entailed activating all operational aspects of a hotel, installing and training the Property Management Systems, and bringing brand culture to life prior to the doors opening.

Bethesda, Md, Us

Following a reorganization of our team, I was promoted into a newly created position of Sr. Manager, North America Sales Learning Delivery. Leading a team of 10 Sales Learning Managers across North America, with 2 direct reports, we manage all sales learning & development efforts. I also facilitated leadership training such as: effective presentations, executive presence, coaching, art of influence, storytelling, team building, strategic planning, and DISC (which I’m certified in). In 2018, I built out the existence of Sales 1Team events, turning them into an annual occurrence for sellers to celebrate, learn and network.In this role, I worked side-by-side with VPs of Sales, General Sales Managers, and Area Directors in assessing what their teams need to succeed and win. Additionally, I worked closely with the corporate teams on leading the L+D efforts on new projects and initiatives being rolled out.

Bethesda, Md, Us

With Marriott’s acquisition of Starwood and a cross-country move back to California, I joined the Sales Learning Delivery team covering the Southwest Sales Organization – spanning across Arizona, Nevada, and Southern California. I supported the sales training & enablement of 400+ sales associates across account, area, group and property teams. A big part was creating and overseeing the onboarding journey for all new and transferring sales associates. In addition, coaching associates through sales scenarios and career guidance.

Bethesda, Md, Us

After excelling in systems and continuing to learn about the business, I pursued my passion of helping others and was promoted onto the CI/TY (Consolidated Inventory and Total Yield) Training team. I facilitated training – both in-person and virtually - for Marriott’s largest system roll-out ever. We trained over 17,000 associates and 500 full-service hotels across the United States and Canada in 2 years!I also coached and mentored property associates, leaders, and franchise stakeholders through the change management cycle and their go-live support.

Bethesda, Md, Us

A little over 5 ½ years into Marriott, I was promoted from our Vacation Club product to the Full-Service side and back into the Revenue Management discipline. I worked for the North Orange County Revenue Management cluster, but my primary responsibility was maintaining streamline availability of the 75,000+ square feet of meeting & event space at the Anaheim Marriott. I also collaborated with our sales teams on determining space releases and meeting room rental rates, analyzing business opportunities, and facilitating bi-weekly strategy meetings. One of my big wins for the hotel was identifying the amount of space that would be held, but never used. I designed and executed a function space buyback program to incent our sales and event managers to proactively obtain space back from groups. This resulted in gaining over 100K square feet of resalable space within the first 6 months.

Orlando, Fl, Us

After a few years in Revenue Management, I was promoted into another newly created role at the resort – Customer Care Manager. This had dual responsibilities, half being the one to manage and respond to all guest relation matters – surveys, letters, emails, and on-site concerns. The other half was serving as the Manager-on-Duty for the 628-villa resort, including supervising a front office team of 45 associates. Like the role before, I was able to craft some of the responsibilities I took on. I worked closely with the senior leadership team at the resort on all improvement plans, from associate engagement to increasing guest satisfaction scores.

Orlando, Fl, Us

This was a newly created position on the Revenue Management team, which was a perfect fit and growth opportunity given the experience I had being a Rooms Controller. Since it was a new position, I was able to work with my leader to really craft the responsibilities and what it looked like. I managed the weekly and monthly occupancy forecasts for the resort, which helped determine staffing requirements and progress to budget. It was here I learned how to strategically analyze data to plan and set rental rates up to a year out. We were responsible for meeting and exceeding a yearly rental revenue of $7.5M. In addition, I handled all long-term rental guests to ensure they had one point of contact, were well taken care of and proper billing procedures were being followed.

Orlando, Fl, Us

After 6 months, I was promoted into the position of Rooms Controller. In this role, I handled the blocking of owners and guests into villas (based on preferences and requests) prior to their arrival. This ensured maximum villa availability – kind of like a big game of Tetris!Two of my biggest achievements in the role came after reviewing Guest Satisfaction surveys, with the goal of increasing overall scores. The first was creating a villa attribute and view workbook. Guests wanted to know what their view would be like before, but it was hard for the front desk to know everything about all 628 villas. This workbook allowed them to accurately describe the view and any other attributes to the guest at check-in or over the phone! The second was the “Owner Pre-Arrival Call” program. Our timeshare owners wanted to know in advance where they’d be staying, not learning about it at check-in. This provided us the opportunity to call and work with owners 2-3 weeks prior to their arrival. The results were less frustration, less time spent at check-in and higher owner satisfaction scores!

Orlando, Fl, Us

This was my first job into what would become a lengthy stint in hospitality. As an At Your Service Agent, I served guests daily and with a smile! Primary responsibilities included checking guests in and out, working the telephones, responding and actioning on guest inquiries and concerns, completing shift checklists, and genuinely ensuring guests had the best travel experience possible.

West Mifflin, Pennsylvania, Us

I joined Boomers! Fountain Valley (a family fun center and restaurant) in high school and quickly promoted to Operations Manager – the youngest in its history. I was accountable for all shift responsibilities, which included: supervising a staff of 20+, handling guest relations, ensuring standard operating procedures were being adhered to and balancing/closing out cashier tills (up to $50K in cash receipts). I was also tasked with determining staffing requirements, preparing the weekly schedules and training new hires.

Ba, Business Administration - Finance

Aa, General Education