Samantha Lee Email & Phone Number

Primary conduit with Global brands to deploy resources and guidance elevating luxury hotel operationsBuild collaborative relationships within the Continents to deploy strategic guidance, developing enterprise mindset & skills in leading with influence. Collaborating with property leadership to reinvigorate guest-centric processes and facilitate training and delivery with operations team. Focus on Customer Relationship management software to positively impact the day-to-day hotel operations. • Published The Luxury GXP Playbook to upskill hotels in pre-arrival planning, personalization, & defect reduction• Piloted elevated GXP guidance for 11 hotels globally, impacting adoption & execution:• Facilitated two-day GXP training workshops & designed recommended action plans to elevate GXP culture (Participating cities: Washington D.C., San Francisco, Miami, Dubai, Geneva, Singapore, Hong Kong, Shanghai)• Increased GXP system engagement (YOY) +18.9 cases per day, +7.9% Highly Actionable Insights Reviewed, Proven global impacts to ITR +3.9 (YTD vs ‘22)• Partner in development & deployment of Lions’ Pride for The Ritz-Carlton brand, a microsite to support culture and quality, providing elevated GXP resources for hotel associates• Designed enhanced GXP guidance to support program delivery of The Ritz-Carlton Club Evolution pilot for The Ritz-Carlton, Washington D.C., and The Ritz-Carlton, Orlando Grande Lakes• Lead deployment, change management & communication supporting the launch of Property Communications Hub, pre-arrival platform promoting customer personalization & revenue optimization for Luxury & Premium• Hosted global training webinar & office hours series for Luxury GXP Playbook & Property Communications Hub improving adoption of enhanced resources and tools

Operations Support Resources - OSR offers a skilled workforce of discipline experts prepared to make an immediate impact on your operational success by driving positive business results. Supporting Rooms, Food and Beverage, Events, Engineering, and Sales, our Managers are ready to deploy to task force assignments based on management vacancies, seasonal staffing needs, and training requests. Our team members foster operational excellence by providing technical and business acumen, sharing best practices, encouraging associate training, and serving as subject-matter experts for continent and brand initiatives.Assignments Completed: • Renaissance Columbus Downtown • Renaissance Plano Legacy West • W San Francisco• Sheraton New York Times Square• Marriott Harbor Beach Resort & Spa• Scottsdale Marriott at McDowell Mountains• The Viewline Resort Snowmass• The Worthington Renaissance Fort Worth• The Barfield, Autograph Collection• Westin Chicago River North • Marriott Chicago Magnificent Mile • W Dallas Victory• The Las Colinas Resort• Miami Marriott Biscayne Bay• JW Marriott Marco Island Beach Resort

The Otis Hotel & The Ac Hotel, Austin, Tx

• Provided Leadership for the reopening of The Otis Hotel and The AC Hotel post-covid closure in 2020• Activate lifestyle brand and culture for The Otis Hotel as part of Autograph Collection• Create and implement operation strategies for both Front Office and Housekeeping• Focus on hiring and on-boarding for new team members, foster & develop current talent to maximize retention• Maintain controllable and labor standards in covid-budget to minimize costs• Redefine Front Office organizational structure to better assist with operational need• Manage occupancy & ADR during high leisure weekends to generate greater rooms profit in Q2 and Q3• Facilitate the reimplementation of GXP for dual property and drive GXP culture/adaption• Manage group accounting and room blocks for both properties in Lightspeed & FOSSE• Achieved combined hotels GuestVoice scores of 77.0 YTD in Staff Service & 88.4 YTD Room Cleanliness• The Otis Hotel earned rating of Top 7 of Austin hotels in TripAdvisor in Q3

Within Marriott's Continent Lodging Services - Americas organization, Operations Support Resources offers a comprehensive, sustainable and flexible team of operations managers who deploy into task force assignments based on properties’ management vacancies and short-term staffing needs. While on assignment, team members foster operational excellence by providing technical and business acumen, sharing best practices, encouraging associate training, serving as subject-matter experts for continent and brand initiatives. Assignments completed:• Baltimore Inner Harbor Marriott at Camden Yards • New York Marriott Marquis• Westin Boston Waterfront • Renaissance Newark Airport • JW Marriott Marco Island Resort• JW Marriott Union Square San Francisco• Gaylord Texan• Boston Marriott Copley Place• Baltimore Marriott Waterfront• Opening of The Notary Hotel, Autograph Collection• Marriott Boston Peabody• Renaissance Newport Beach• San Antonio Marriott Plaza• W Bellevue• The Alida, Tribute Portfolio

Marriott Marquis Chicago, Chicago, Il

Partnered in the implementation and development of processes for the pre-opening of 1,205 guestroom Marriott Marquis. Generated talent within Front Office team during hiring and on-boarding process for Room Operation departments. Mentored and developed performance of Front Office team of 45 Hosts and 4 Front Office Leaders.Created standard operating procedures for Front Office and brand collateral for property.Organized and implemented effective strategies during the launch of Guest Experiences Ignited: GXP for largest hotel adaptation in 2018. GXP and Mobile Guest Services champion for implementation and program roll-out.Provided leadership in dynamic workplace under collective bargaining agreement. Developed processes to ensure consistency and manage change.

Marriott Riverwalk, San Antonio, Tx

Dedicated Operations leader supporting the Front Office team. Mobile Council Leader for the Texas Market developing partnerships with 15 hotels in the Texas region to drive Mobile performance. Built GuestWare culture at property and earned recognition finishing top 6% of all NALO properties in 2016. Maintained Associate Engagement with Leadership Index score of 100% for both Front Office and AYS. Motivated and increased team BLT engagement to achieve score of 63.7% in Overall Satisfaction. 2016 YE results of 74.9% achieved in Check-In Experience, 77% achieved in Staff Service, 70.6% achieved in Elite Appreciation, 6.3 points above brand.Dual-Property Champion for Elite Enhancements implementation. Developed communication to educate all guest facing associates. Challenged team to achieve upgrade results of $149,095 impacting ADR by +$1.13.Managed Front Office productivity weekly and create monthly P&L critiques for department controllables. Achieved Rooms Margin target in 2016 with actual margin of 84.4 to budget of 76.8 (+7.6)

Renaissance Dallas Hotel, Dallas, Tx

Educated team in Renaissance Lifestyle brand culture. Motivated ambassadors in Upgrade program to exceed annual goal of $55,000 for 2014. Exceeded goal and raised a total of $59,139.Implemented Marriott International’s Proof of Concept: BLT Games to increase engagement of Breakthrough Leadership Culture for property.Property Champion of Marriott Mobile App implementation and educated ambassadors about the importance of Mobile Guest Services.Improved Associate Engagement Score for Front Office from 68% to 82% in 2015. Created action plans to build engagement and drive service scores for 2015 Brand Standard Audit, increased by 2.4 points year-over-year.Motivate team to achieving score of 61.6% in Overall Satisfaction. Achieved 74.3% in Arrival Experience, 75.9% in Staff Service Overall

Marriott Rivercenter, San Antonio, Tx

Led and developed team of 35 hosts in Front Desk and At Your Service Departments.Ensure associates involvement in training initiatives.Managed and motivated team to achieve Drake Beil Upgrade program goals for 2012.

Marriott Rivercenter, San Antonio, Tx

Managed inventory of 1001 room property. Worked closely with Event Management and Sales team to ensure accuracy of group room blocks.Pre-arrival planning for Elite and VIP guests to build brand loyalty.

Marriott Rivercenter, San Antonio, Tx

Process guest arrivals and departures.Create an experience for each guest to strengthen Marriott Brand Loyalty.Utilize skills in Property Management System and MARSHA.

Bachelor'S Degree, Organizational Communication, General

Major: Organizational Communication, Public Relations Minor: Hospitality and Resort Management

Education record

Activities and Societies: Vice President of Senior Class, Student Government Association, BETA Honor Society, Spanish Club, Band-Colorguard