William Sapee

Customer-focused operations leader with extensive experience in enhancing customer satisfaction and retention through effective team development and data-driven processes. Successfully transformed operations, achieving high performance in quality assurance and operational reliability. Expert in building scalable workflows and fostering cross-department collaboration to resolve issues swiftly.

Assistant General Manager of Operations at Drury Inn & Suites (2023-04 – 2026-06)

• Owned performance, development, and coaching for a 40+ person customer-facing team.
• Implemented data-driven processes for forecasting, staffing, inventory, and customer-impact metrics, improving operational reliability and reducing service gaps.
• Built and executed a scaled customer experience motion, including standardized playbooks, QA scoring, customer feedback loops, and operational reporting.
• Achieved a 194 Quality Assurance score, demonstrating measurable improvement in customer satisfaction and retention indicators.
• Designed and delivered training programs that increased team accuracy, speed, and consistency across high-volume customer interactions.
• Enhanced cross-department communication to expedite issue resolution and minimize customer friction.
• Established processes from the ground up, continuously refining based on real-time customer and operational data.

Complex Director of Housekeeping (Customer Experience Operations Leader) at Ballantyne Hotel (2020-03 – 2022-02)

• Maintained the highest cleanliness and service standards across guest rooms and public spaces, directly improving customer satisfaction and retention.
• Achieved customer experience outcomes with two QA scores of 194, closely aligning with top national performance.
• Enhanced productivity and service quality through strategic oversight, coaching, and performance management.
• Implemented operational processes that improved consistency, accountability, and customer-impact visibility.
• Executed preventive maintenance and customer-impact tasks to minimize escalations and service failures.

Complex Director of Housekeeping (Customer Experience Operations Leader) at Waldorf Astoria (2019-03 – 2019-12)

• Led customer-impact operations for 450 units, overseeing 30+ employees and multiple supervisors to enhance service delivery.
• Designed and executed a scaled operational health program, including segmentation of room types, customer profiles, and service tiers.
• Achieved two consecutive QA scores of 194, placing the property near top performance nationally.
• Built reporting workflows that increased accountability, improved customer-impact visibility, and aligned daily operations with customer satisfaction goals.
• Implemented preventive maintenance and customer-health processes that decreased escalations and increased guest retention.
• Rebuilt team performance through coaching and structured onboarding, fostering a culture of continuous improvement.

Director of Housekeeping (Customer Success Operations) at Wyndham Ocean Ridge (2017-04 – 2019-03)

• Improved customer satisfaction scores to 92.7%, demonstrating strong retention and service recovery leadership.
• Developed scalable workflows, training programs, and performance dashboards to optimize high-volume customer interactions.
• Coordinated cross-functional teams to resolve customer issues promptly and prevent recurrence.
• Managed operations for 251 units, delivering consistent service and enhancing customer satisfaction.
• Reduced operational downtime and overtime through data-driven resource allocation and process optimization.

Director of Housekeeping (Customer Experience Leader) at Holiday Inn (2005-08 – 2017-04)

• Led 100-person customer-facing team in 450-room operation, enhancing service delivery.
• Implemented processes that saved 30 labor hours weekly and elevated customer satisfaction.
• Achieved 95% associate satisfaction, demonstrating strong leadership and team development.
• Improved customer cleanliness scores to 94%, directly impacting retention and repeat business.
• Developed scalable training, onboarding, and performance systems adopted across departments.

Rooms Division Manager / F&B (Customer Operations) at Sun Suites (2000-05 – 2005-08)

• Managed customer-impact operations across rooms, food & beverage, and touring departments to enhance guest experiences.
• Executed preventive maintenance, customer feedback loops, and service-quality programs, ensuring operational excellence.
• Enhanced customer satisfaction through structured training, coaching, and cross-department collaboration.

Bachelor of Arts in Hospitality Management – American International University