B T

Executive hospitality leader with 10+ years of experience driving operational performance, revenue growth, and guest satisfaction across boutique, luxury-style, and full-service hotels. Proven track record improving market positioning, elevating guest experience metrics, and strengthening TripAdvisor rankings across major markets including Boston, New York City, Chicago, and Washington. Hands-on Rooms Division and hospitality operations leader with extensive experience overseeing Front Office, Housekeeping coordination, Guest Services, and daily hotel operations within high-volume boutique and full-service environments.

Recognized for driving luxury-level guest satisfaction, strengthening operational accountability, mentoring high-performing teams, and delivering elevated guest experiences through visible floor leadership and cross-department collaboration. Experienced leading key business drivers including P&L performance, labor optimization, budgeting, forecasting, cost control, vendor management, and operational efficiency initiatives. Results-driven leader known for improving service consistency, operational execution, and financial performance through a proactive, detail-oriented, and service-focused leadership approach.

Corporate Director of Guest Experience & Room Strategy - Club Quarters Hotels - Boston, MA

(2024-06)

• Lead portfolio-wide guest experience and Rooms Division strategy initiatives across 17 hotel properties, driving operational consistency, service excellence, and brand alignment.
• Partner with General Managers and Rooms Division leaders to optimize Front Office operations, arrival experience, housekeeping coordination, and overall guest satisfaction performance.
• Develop and implement guest experience SOPs and operational workflows focused on service consistency, labor efficiency, and luxury-style hospitality standards.
• Drive TripAdvisor, Medallia, and guest satisfaction performance improvements through proactive service initiatives, leadership accountability, and operational execution.
• Collaborate with property leadership teams to strengthen VIP arrival experience, service recovery processes, and guest engagement strategies across the portfolio.
• Improved RevPAR performance across the portfolio by aligning guest service execution with front office upselling and inventory management practices.
• Drove TripAdvisor ranking improvements through proactive guest engagement strategy.
• Conduct operational audits and performance reviews to identify service gaps, operational inefficiencies, and revenue-impacting opportunities, implementing corrective action plans where needed.
• Supported portfolio-wide labor optimization by introducing service workflows that improved efficiency without compromising guest experience.
• Partner cross-functionally with Front Office, Housekeeping, Engineering, and Food & Beverage leadership to improve operational flow, guest experience delivery, and service standards execution.
• Provided executive-level coaching and mentoring to hotel leadership teams, strengthening performance accountability and revenue-focused decision-making.

Assistant General Manager | Operational & Financial Leadership - Club Quarters Hotels - Boston, MA

(2021-04 - 2024-06)

• Partnered with the General Manager to drive 20% annual total revenue growth through strategic rate management, occupancy optimization, and guest experience enhancements.
• Increased room revenue by 15% year-over-year for three consecutive years by aligning pricing strategies with demand trends and competitive market conditions.
• Improved RevPAR performance by optimizing room inventory, managing length-of-stay controls, and reinforcing upselling at check-in and check-out.
• Strengthened hotel profitability by controlling labor costs through forecast-driven scheduling, cross-training, and productivity management.
• Directed financial performance through P&L analysis, budgeting, forecasting, and variance management to drive profitability and operational efficiency
• Leveraged guest feedback (Medallia) to identify revenue-impacting service gaps, resulting in a 25% increase in guest satisfaction scores, directly supporting repeat business and ADR growth.
• Increased direct bookings and guest retention by enhancing service culture and personalizing the check-in and check-out experience.
• Collaborated with leadership on annual business planning, aligning revenue goals with staffing, service delivery, and expense control.

Assistant General Manager - The Kendall Hotel (Luxury Boutique) - Cambridge, MA

(2015-01 - 2021-04)

• Held full P&L responsibility for luxury boutique hotel and restaurant operations.
• Drove sustained revenue growth by optimizing pricing, demand patterns, and length-of-stay controls, resulting in 20–25% annual revenue increases.
• Collaborated with revenue management to adjust rates based on occupancy trends, local demand, and competitive set analysis.
• Improved RevPAR through strategic room inventory management and upselling at check-in.
• Reduced labor costs through strategic scheduling, cross-training, and productivity benchmarks.
• Negotiated vendor contracts to reduce costs without compromising service quality.
• Increased repeat business and direct bookings by enhancing guest engagement, service recovery, and loyalty initiatives.
• Directed cross-functional operations across Front Office, Housekeeping, Engineering, and Food & Beverage to ensure alignment with financial, service, and brand objective.
• Expanded revenue through targeted local partnerships, community engagement, and social media marketing.

Multi-Unit Manager - Anna's Taqueria - Boston, MA

(2012-12 - 2015-05)

• Held full operational and financial oversight for six restaurant locations, managing revenue, labor, and cost controls across the portfolio.
• Increased catering revenue by 50% by launching a structured catering program, pricing strategy, and outbound sales initiatives.
• Improved portfolio profitability through labor optimization, productivity standards, and forecast-driven scheduling.
• Partnered with General Managers to analyze weekly financials, labor reports, and sales trends, driving data-informed decisions.
• Strengthened unit-level performance by setting quarterly sales and labor targets aligned with overall profitability goals.
• Led recruitment, onboarding, and development for 140+ employees, building bench strength and leadership continuity.
• Ensured compliance with brand standards, safety protocols, and operational procedures across all locations.

General Manager - Panera Bread

Assistant GM - The Friendly Toast

Assistant GM - Au Bon Pain

Front Office Leadership - Hilton Hotel & Resorts

Bachelor - Business and Hospitality Management - Johnson & Wales University (2009-09 - 2013-05)