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Work Background
Wyndham Hotels & ResortsVice President, Franchise Operations and Quality
May. 2020 - Jan. 2022Promoted to oversee operations for national franchise organization. Navigated team through uncertainty during period of large-scale change and restructuring, sustaining connectivity and continuity across time zones and regional boundaries. Played integral role in workflow and business requirement design to upgrade CRM from legacy to Lightning Salesforce. Partnered with franchisees on solutions with direct cost takeout impact. Outpaced Wyndham Reward enrollment targets by 40% through education and outreach. Rolled out nationwide franchisee engagement strategy that resulted in average engagement scores of 4.9/5. Surpassed net room growth referral target by 125% by connecting brand promise with business needs for potential franchisees.
Wyndham Hotels & ResortsSr. Director, Franchise Operations and Quality
Jan. 2018 - May. 2020Parsippany, NJTapped to lead Northeast region as part of strategic initiative to unwind siloed structure and harmonize operations under 4 regional executives. Engaged franchisees in new direction and earned trust of long-tenured team to build solid foundation for growth. Assimilated people, processes, and systems into Wyndham’s platform following acquisition of AmericInn. Achieved systemwide migration and cutover of property management systems onto Wyndham platform across all 900 La Quinta properties post-acquisition.
Wyndham Hotels & ResortsDirector, Brand Operations
May. 2017 - Jan. 2018Parsippany, New JerseyRecruited by SVP to streamline and optimize brand operations for Super 8 by Wydnham. Created new action plan, detailed roadmap, and change management strategy to galvanize execution across 2,000 franchisee organizations nationwide. Deepened alignment between franchise standard/investment and drivers of guest satisfaction. Devised and delivered 8-year roadmap that revitalized brand improvement strategy. Collaborated across nationwide organization to synthesize data from multiple internal and franchisee systems into actionable insights.
Wyndham Hotel GroupDirector, Loyalty Operations
Oct. 2015 - May. 2017Parsippany, New JerseyManaged program operations, reporting, and analytics. Engaged strategy and data teams on innovating fraud detection/prevention and strengthening cybersecurity controls. Project-managed loyalty platform switch, working closely across multiple groups of internal stakeholders on vendor selection and transition to migrate program with zero customer impact. Achieved dramatically improvements support experience via collaboration and goal setting with global call center teams. Oversaw highly successful fraud initiative that yielded multimillion-dollar savings and preserved information security of 22M+ members. Sustained 100% SOX, PII, and PCI compliance.
Wyndham Hotel GroupSenior Manager, Loyalty Operations
Apr. 2014 - Oct. 2015Parsippany NJReimagined and upgraded program significantly, leading rapid release cycles to deploy 15 new features and suite of 26 reports that enhanced capabilities and controls. Democratized rewards accrual and redemption to dramatically improve perceived value. Achieved $2M revenue recovery as lead for Lean Six Sigma project.
Wyndham Hotel GroupManager, Property Engagement
Oct. 2009 - Apr. 2014Parsippany NJ
Rally GroupMarket Supervisor/Trainer
Apr. 2005 - May. 2009Seacaucus NJManaged event design, planning, and execution for experiential programs in 3 markets on behalf of clients in food and beverage, CPG, and sports/media sectors. Supervised team of 36 field-based staff with significant focus on business process optimization to drive standardization and consistency across all areas of operations.
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