Tristan Thorn Email & Phone Number

London, On, Ca

Toronto, Canada Area

Managed the Marriott Audit program for 30 brands across 7,500 hotels including the Fire Life Safety audits globally. Coordinated the day-to-day management of the Brand Standard Audit content between Global Quality and our vendor Deloitte. Collaborated with brand and continent leaders quarterly providing analysis from property audits and Market Research data to help improve brand recognition for guests. • Lead change management for 11 brands 1,500 hotels moving to Marriott systems.• Directed process improvement for Marriott’s Global Quality team and vendor saving the company $1.8 million in enhancement costs over 2 years.• Created and implemented a new quality CX for 7,500 hotels that allowed them to save time and money

Stamford, Ct

Redesigned, rebranded, and led Global Quality Assurance program for 1,300+ hotels in Starwood’s portfolio. Oversaw world-wide change management, helping the organization and various stakeholders adopt the new system. Responsibilities included redesigning measurement approaches, managing cross-functional stakeholders, communication strategy and execution across the entire portfolio, vendor selection, vendor management, and contract negotiation.Additional responsibilities: Project Manager in building and maintaining Quality Assurance IOS applications and global compliance program. Company wide expert on global brand equity measures. Consult with 11 different global brand teams and senior executives on leveraging data and insights to support brand redesigns.

Oversee Consumer Affairs Team Ensure all risk concerns are handled appropriately and with minimal impactAnalytical reporting for the different divisions

Society of Consumer Affairs Professionals (SOCAP International) represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. SOCAP provides the educational tools and professional resources to help its members drive business transformation within their companies. Additionally, SOCAP’s exclusive network gives members access to thousands of customer care experts across the globe. www.socap.org

On the Board of Directors for SFSDA