•Effectively lead a team of 20+ Front Office, Communications, Guest Services, Transportation and Experience Planning colleagues; creating strategies to exceed guest satisfaction•Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development•Work closely with leadership team and department heads to facilitate increased levels of communication and set cross department standards focused on maximizing systems, generating revenue and NPS growth•Ensure staffing levels and department spending are in line with budget allocations and create opportunities to minimize cost

• Redesigned the training experience and implemented a new curriculum for hotel colleagues globally: shifting the focus from system functionality to an experience based methodology.• Regularly evaluated system documentation to better the experience for both the facilitator and end user.• Responsible for on boarding and training of new team colleagues in the Americas: mentoring throughout the Project Lead Certification Process.• Lead high profile openings and acquisitions to ensure the success of brand standards, hotel policies and demonstrate companies culture of care.

• Managed the configuration, implementation, and training of key central systems as the project manager onsite for hotel openings, hotel acquisitions, and hotel revisit/audits across the Americas• Guided hotels through the planning, installation, and training of the hotels PMS, CRM, and other technology solutions.• Oversaw the training of all departments and hotel staff members, at new hotels, acting as a subject matter expert and guiding hotels on efficiency and system maximization • Conducted system testing and troubleshooting during system implementation• Liaise with IT and other vendors to ensure the success of the project.

• Developed and implemented three tier certification training plan: consistently training from on boarding to new initiatives.• Regularly evaluated training initiatives to promote employee engagement and better the overall training experience.• Effectively managed and coached the Front Office and Communication Center colleagues leading to the number two net promoter score for all like branded hotels in the Americas

• Certified department trainer, facilitating training for new front office colleagues• Provided support and training for all front office colleagues to better their understanding of processes and procedures.• Provided exemplary customer service through every guest interaction

• Oversaw content development and training experience for Hyatt Hotels Corporation's Global Contact Centre• Acted in the capacity of a subject matter expert for Hyatt’s reservation system and loyalty program• Regularly evaluated processes and procedures with the Managers and Director and implemented immediate adjustments with the goal of optimization