Leading teams of hospitality professionals and front line employees towards delivering excellence in customer service and guest experience through targeted training, development and voice of the customer feedback.

Operations Supervisor Pennsylvania Department of Health Covid-19 task force. Applies knowledge of public health policy and epidemiological practices. Administers COVID-19 disease surveillance program. Manages a fully remote workforce of two teams of contact tracers daily in an inbound/outbound call center. Assist with scheduling, onboarding and training of staff, as well as sharing evidence-based practices, improvement strategies and educational resources with program stakeholders.

Partnered with C-suite and onsite leadership to design omnichannel programming and guest experiences for Luxury & Lifestyle portfolio of 12 hotels. Responsible for developing property team skills and practices that enable the teams to provide memorable guest experiences unique to the their hotel on a consistent basis. Conducted onsite visits and communicated with operations teams to review guest feedback, analyze market trends and demographics, and assess capacity to determine appropriate goals and resource allocation plans. Monitored rate and occupancy levels to ensure delivery of organizational objectives. • Launched comprehensive employee training and coaching program based on performing arts techniques, leveraging experience in role-playing and improv to engage associates in understanding the guest journey. • Consulted with hotel partners on translating pitch decks and brand vision into actionable strategies for associates in direct contact with guests during daily hotel operations, allowing associates to embody brand. • Improved guest feedback through GSS (guest service scores), online reviews, and social media comments by cultivating an organizational culture that emphasized exceptional service delivery among all departments. • Recruited by CEO, a former customer at Jaguar Land Rover, for newly created and customized position.

Nurtured relationships with customers and evaluated their needs, advocating for products and brand vision to ensure a consistent customer experience. Trained and mentored salesforce. • Created and implemented innovative concierge program for dealer group clients that included sales, service, and ownership support from key dealership stakeholders. • Collaborated with regional and corporate partners, such as Coats for Kids Foundation and Children’s Hospital of Philadelphia, on Corporate Social Responsibility (CSR) and philanthropic/charitable initiatives. • Established reputation for Jaguar Land Rover as a community partner through event outreach and engagement, which included representation at Motor Cars Under the Stars and Wayne Arts Festival. • Introduced product ideas and programs that defined the luxury automobile ownership experience for customers and shaped best practices adopted by Jaguar and Land Rover dealers throughout the US. • Sustained national ranking in top 5% for Customer Satisfaction Index (CSI) and achieved Gold-Certified Sales Guide ranking, the top tier for the role.

Guest Service & Experience Specialist/Host Guided implementation of organic, customized, and authentic guest experiences for three boutique hotels on the East and West Coasts under the leadership of Ian Schrager. Built relationships with guests. Collaborated with team members across business units, including bell/door, security, in-room dining, and events, to maintain consistent brand experience across all operational functions. • Hired directly by Ian Schrager to champion brand vision and story as a front-line associate interacting with VIP guests and key hospitality partners. • Trained and mentored employees at all organizational levels, focusing on developing skills and encouraging employee engagement in the guest experience and brand story. • Drove organizational vision that empowered associates and front-line employees as crucial partners in business growth, gathering input from colleagues for leadership based on direct guest communications. • Selected to act as VIP Escort and Celebrity Coordinator, ensuring that the guest experience for key guests was maintained from booking through follow-up contact.