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.
