Oversaw all operational functions of a campground portfolio comprised of four ownership groups. Lead a nationwide team of Park Managers, Regional Managers, Revenue Manager, and Analysts. Established and trained on SOPs to drive consistent, efficient, effective, and value-driven practices across the portfolio. Designed reports for ownership and work with accounting to ensure accurate and timely deliverables. Managed capital projects and operational expenses to ensure proper coding and funding. Market and represent the IVEE Group to prospective clients at conferences, trade shows, and site visits. Hire and onboard IVEE-managed properties and managers. Led a Property Management System conversion across the portfolio.

Part of the asset management team for a portfolio of properties. Assists in the analysis of weekly, monthly, and annual financial reporting and performance metrics. Work with the management company to strategize all aspects of the operation- from revenue management to capital projects. Supports major asset strategy including multi-million dollar renovations, the due diligence in the sales process, insurance claims, signage requirements, management transitions, and the repositioning of an asset through rebranding. Creates meaningful reporting for ownership to demonstrate property performance and action plans. Also responsible for creating various reports to assist clients- primarily feasibility studies and impact studies. These reports pull market data and provide a full market analysis with interviews of local authorities to forecast the impact of various scenarios on a property that is currently in operation, in development, or looking to undergo a structure change. Provides strategic planning services to clients developing properties- including finding the best brand and management company to serve the property and evaluating the programming of proposed properties to determine space usage and potential revenue streams/expenses.

Responsible for strategic direction and operations of Guest Services, Housekeeping, Campus Safety, Mailroom and Volunteers for the largest yoga and retreat center in the nation, serving approximately 50,000 guests per year. Responded to all guest feedback, including on social media, and collaborated with all departments on successes and opportunities. Responsible for weekly survey results on guest satisfaction. Provided insight to programming departments on the guest experience. Implemented and upheld policies impacting the employee and guest experience. Developed revenue generating and expense saving initiatives. Served on the advisory committee to Senior Leadership and the Leadership Team. Created synergy between all departments to encourage a positive employee and guest experience.

Manager overseeing all R&R programming, Kripalu content generated programs, and whole house activities for the largest yoga and holistic health center in North America.

Sought to improve the employee experience through the training of managers and employees in HR and service functions. Assisted in employee development and engagement, team morale, performance reviews, matters of discipline and termination, employment law, conflict resolution, and many other factors impacting the employee experience.

Oversaw all aspects of the patient experience at an 800+ bed hospital and academic medical center with over 630,000 clinic visits annually. Responsible for communicating and protecting the Patient Bill of Rights, mitigating organizational risk and liability through oversight of patient complaints and grievances in accordance with Joint Commission standards, eliminating communication barriers through Language Services, and overseeing operation of the Information Desks and Concierge Services. Made recommendations to the Director and departments throughout the organization to improve the team member, patient, and guest experience.

Directed all strategic planning initiatives and held P&L accountability for the front office at a premier, full-service country club with approximately 3,000 members. Guest room manager accountable for budgets, marketing, staffing, service quality, revenue management, occupancy forecasts, expense control, purchasing, safety, emergency, and operating procedures. Created and executed multiple programs that yielded increased occupancy, multi-departmental revenues, and guest and associate satisfaction. During tenure, over 96% of membership stated they were “very satisfied or satisfied” with front office performance.

Department head for Front Desk, Laundry and Housekeeping. Oversaw guest service scores, room revenue, Human Resources, brand management, expense control, Maintenance, and Food and Beverage. Responsible for creating and submitting daily, monthly, and annual accounting reports, as well as Accounts Receivable and bank audits. Created low-cost/high-return incentives that captured both associate and guest loyalty. Worked with the Director of Sales to ensure group satisfaction and meeting room revenue.

Lodging internship that cycled through all hotel operations, beginning as a housekeeper at the Disney Old Key West timeshare property and culminating as a front desk agent, runner, and shuttle manager at the Four-Diamond Contemporary Resort. Worked on the front lines and shadowed front office, housekeeping, and maintenance managers in supervisory tasks.

Middle Management position responsible for oversight of cruise staff, training, scheduling, accommodations, safety, and entertainment administration. Excelled in showmanship, guest entertainment, activities, and multi-cultural team development.