Sara Cox Email and Phone Number

In 2018, Hyatt Hotels acquired Two Roads Hospitality. During the acquisition, I joined the Hyatt operations team to focus on those applications related to Destination Residences.My primary focus was the integration of 46 Destination Residences locations to Hyatt within a year of acquisition. Key activities included planning and managing the development of a PMS (Property Management System) integration with the Hyatt CRS (Central Reservation System) and implementation of Destination Residence condo booking engine with CMS (Content Management System) while translating all operational needs to Hyatt leaders. I created policies and procedures associated to system standards and established support process and guidelines for Destination Residences in order to maintain continuity of support within the Hyatt structure.

In 2015, Destination Hotels & Resorts and Commune Hotels merged to create Two Roads Hospitality in 2016. Two Roads Hospitality included 90 hotels and resorts with international recognized brands of Joie de Vivre Hotels, Thompson Hotels, Destination Hotels and Alila Hotels & Resorts.I led the hotel applications team through the integration of Commune Hotels to Destination Hotels & Resorts software platforms. This included successful project management and execution for a migration of a self-hosted PMS (Property Management System) for 30 hotels to a cloud-hosted PMS, delivered on time and on budget. Annually developed and maintained a multi-year roadmap for software planning and budgeting for hotels and resorts. Continues ownership of all hotel and resort openings and acquisition application deployments. This included planning of system conversion and/or implementations while managing and anticipating operation expectations.

My role included coordinated business solution with operational teams by enhancing business system software including development planning and execution of new or existing software solutions. I participated as a team leader for all hotel and resort openings and transitions to Destination Hotels as a management company for all software applications. I ensured all application compliant with payment card industry requirements (PCI-DSS) and developed a strong understanding of PCI-DSS system configuration requirements.

My role included project management and implementation of hotel systems including PMS (Property Management Systems), POS (Point of Sale for Food & Beverage and Retail), Spa, Golf and CRM (Customer Relationship Management). With the system implementation, this included the setup, testing and support of all integrated software (Distribution, POS, PBX, RMS, Call Accounting, Voice Mail, etc.). I developed, implemented and documented support processes for hotel/resort and home office including managing escalation and timely resolution of support issues to vendors and internal parties. I provided upgrade and replacement guidance for all application current and supported versions.