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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
EMAIL AVAILABLE | PHONE NUMBER AVAILABLE
PROFESSIONAL SUMMARY
Passionate and experienced results-driven leader with extensive experience in the hospitality
industry at both property and corporate levels. Involved in the planning, organizing and opening
of more than 30 full service and upscale hotels; directly supervising 12 managers/supervisors and
over 100 team members. Highly developed management skills, excel at working with full spectrum of
work force from ownership groups and senior management to front line staff. Use hotel operations
expertise and interpersonal skills to foster excellent communication, high productivity, and high team
morale.
Customer Experience Leader with more than 10 years of experience developing best in class
global customer experience management programs for two of the largest lodging companies
worldwide representing multiple brands, countries and languages. A proven track record for
providing strategic and operational leadership to increase revenue, profit margins, control costs,
improve processes, raise employee engagement, and foster customer satisfaction and loyalty. Skilled
in financial analysis, forecasting, data analysis, customer experience, loyalty and satisfaction analysis,
reporting and implementation to improve business results and achieve maximum profitability.
EMPLOYMENT HISTORY
Choice Hotels International (2011 2016)
Director, Market and Guest Information (2011 2016)
Choice Hotels International Corporate Headquarters, Rockville, MD
Led the global customer experience management program for one of the largest lodging companies
with more than 6,300 hotels franchised across 11 brands in more than 35 countries representing more
than 500,000 hotel rooms globally. Used customer experience feedback to inform efforts to align and
prioritize opportunities with each brands purpose and strategy.
Increased hotel level engagement from less than 30% to more than 96% in 4 years
Improved the effectiveness of the program by growing information sources and providing timely,
insightful analysis and actionable recommendations to improve the guest experience
Increased guest survey feedback by 43% and social review feedback by 104% in 2 years
Led contract negotiations with Smith Travel Research (STR) and Medallia reducing costs by 5%
Hilton Worldwide (1992 2011)
Director, Customer Research (2009 2011)
Hilton Worldwide Corporate Office, Memphis, TN
Spearheaded a team of eight researchers in US and UK offices who provided a complete range of
global research services. Routinely met with senior executives to determine research needs and
identify solutions in support of corporate strategic initiatives.
Improved operational efficiencies resulting in improvement of departmental satisfaction rate from
94% to 96% in 2 years
Expanded internal enterprise partnerships to analyze, synthesize and socialize customer insights
with other critical information (e.g., operational and financial metrics, customer complaints, ratings
and reviews, etc.) in a compelling and powerful fashion
Candidate's Name Page |2
Director, Syndicated Research (2007 2009)
Hilton Worldwide Corporate Office, Memphis, TN
Supervised a team providing satisfaction tracking and consulting services including oversight of the
Medallia SALT (Satisfaction and Loyalty Tracking) program, J.D. Power and Associates Hotel Guest
Satisfaction syndicated studies, and ad-hoc research involving syndicated data and resources.
Awarded 10 J.D. Power awards in 4 years, more than all other competitors combined
Expanded the SALT program from 3 countries in North America to 91 countries and 25 languages
worldwide representing more than 700,000 hotel rooms globally
Increased guest satisfaction and loyalty by more than 3% in 2 years
Director, Performance Analysis, Hilton Brand (2000 2006)
Hilton Hotels Corporation World Headquarters, Beverly Hills, CA
Directed a team in tracking and analyzing key performance indicators including financial, market
share, customer loyalty, service, physical condition, cleanliness, adherence to brand standards and
overall consistency on a hotel, management company, ownership group and brand level.
Introduced the Balanced Scorecard, an objective weighted measurement tool for ranking more
than 300 Hilton brand hotels in North America
Regional Director of Food and Beverage Support (1999 2000)
Hilton Hotels Corporation World Headquarters, Beverly Hills, CA
Extensive travel throughout North America as part of key hotel opening group to assist with opening
Hilton and Hilton Garden Inn hotels.
Delivered food and beverage support to all new Hilton and Hilton Garden Inn hotels in North
America, including 26 of the first 50 Hilton Garden Inn hotels
Assistant Director (1997)/Acting Director of Food & Beverage (1998-1999)
The Beverly Hilton, Beverly Hills, CA
Directed over $30 million in food & beverage revenue for a 581 room Flagship Hilton hotel with 3 full
service restaurants, 2 lounges, 1 nightclub and 24-hour room service.
Directed a management team of 12 and a service team of over 100 team members
Increased combined food and beverage revenue by 8.2% in 2 years and achieved all fiscal goals
Oversaw complete renovation of a high volume 3-meal period restaurant and directed all business
aspects of opening a nightclub with a multi-million dollar budget
Managed all aspects of premier events such as: private reception for the First Lady, Golden
Globe Awards, Oscar Nominee luncheon, American Film Institute annual dinner, etc.
Banquet Captain (1996)
Long Beach Hilton, Long Beach, CA
Supervised 35 full-time banquet servers for a 393 room hotel with 24,300 square feet of meeting
space, a short term assignment to gain first hand exposure to banquet operations.
Director of Restaurants (1994 - 1996)
Los Angeles Airport Hilton and Towers, Los Angeles, CA
Directed over $15 million in food & beverage revenue for the largest hotel in Los Angeles with 1,239
rooms, 2 full service restaurants, 24-hour deli, 2 bars/lounges, mini-bar and 24-hour room service.
Directed a management team of 5 and a service team of over 75 team members
Increased combined food and beverage revenue by 10% in 2 years by actively participating in
National Restaurant Association and local organizations to leverage resources and align division
with emerging trends and business opportunities to maximize revenues
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Candidate's Name Page |3
Assistant Outlets Manager (1993 - 1994)
Los Angeles Hilton and Towers, (Downtown) Los Angeles, CA
Managed food & beverage staff for a 900 room hotel with 3 full service restaurants, 2 lounges and 24-
hour room service.
Developed and implemented cost reduction systems, menu engineering, inventory controls and
management of expenses to reduce variable expenses by 15%
One of only 7 managers (the only food and beverage manager) appointed by Hilton to transition
the hotel to Omni Hotels
Assistant Restaurant and Bar Manager (1992 - 1993)
OHare Hilton, Chicago, IL
Managed food & beverage staff for a 858 room hotel with 1 full service restaurant, 1 sports bar and
24-hour room service.
Completed comprehensive 6-month Hilton Professional Development training program
Pre-opening team participating in key decision making for selection and purchase of new furniture,
fixtures and equipment to reopen the hotel after being closed for 9 months for complete renovation
POSITIONS HELD WHILE EARNING DEGREE:
Housekeeping Intern; Hilton Suites Auburn Hills, MI 224 suites 1/91 5/91
Manager Assistant; Mountain Jacks Restaurant, Okemos, MI 300 seat steakhouse 5/91 6/92
QA Inspector; Quality Dairy Food Stores, Lansing, MI 31 convenience stores 5/91 6/92
Server, Chesapeake Crabhouse; Holiday Inn, E. Lansing, MI 200 seats 9/88 1/91
Computer Specialist; School of Hotel, Restaurant and Institutional Management, MSU 6/88 1/91
Manager Trainee; Jims Tiffany Place and Greenhouse Caf, Lansing, MI 200 seats 5/88 9/88
Dishwasher/Busser/Server; Grand Blanc Golf and Country Club, Grand Blanc, MI 10/84 5/88
Banquet Server; Hyatt Regency, Flint, MI 7/85 5/88
EDUCATION
B.S., Food Systems Economics and Management, 1992
Michigan State University, East Lansing, MI
CERTIFICATIONS
Medallia Customer Experience Certification, 2015
American Management Association Best Practices for the Multi-Project Manager, 2015
LEADERSHIP
Zenger Miller Certified Instructor, 1998
Priority One Hilton Customer Service Trainer, 1996
National Restaurant Association Certified Bar Code Instructor, 1997
Hilton Worldwide Volunteer Council Executive Leadership Team, 2006-2011
Guest Speaker, JD Power and Associates Service Excellence Summit, 2009
Guest Speaker, Medallia Experience Conference, 2008 and 2014
Choice Hotels International Corporate Buddy Program, 2014-2015
ORGANIZATIONS/ACTIVITIES
MSU Hospitality Association, 1987-1992
Beverly Hills Visitors Bureau, Restaurant and Hospitality Association, 1999-2001
California Restaurant Association/National Restaurant Association, 1999-2001
Hilton Family AIDS Walk Team Leader, 1999-2006
APLA Ambassador Council Member, 2005-2009
AIDS Walk Africa, Elizabeth Glaser Pediatric AIDS Foundation, 2006
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