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Senior Operations and Hospitality Executive
Results-driven Executive/Senior Manager of 17 years specializing in Hospitality Industry. Eager to contribute expertise in global business development and operations toward supporting the organization in maximizing performance as a key collaborative team member. Additionally, subject matter expert regarding document processes as well as client retention and loyalty strategies within the hospitality sector.
Key Professional Achievements
Ø Effectively managed $5M budget and reduced annual operating expenses by 8% year over year. (Pegasus Solutions)
Ø Negotiated and implemented global business outsourcing process which resulted in a 50% expense reduction over three years. (Pegasus Solutions)
Ø Trained numerous professionals on the concepts of customer service, operations effectiveness, and sales and marketing methodologies.
Education & Training
Public Speaking Engagements
Pegasus Solutions, Inc.
Position: Vice President of Global Operations 1999-Present
Other Positions Held: Sales Support Specialist, Customer Implementations Specialist, Project Manger, Product Manager, Operations Manager, Account Manager.
Provided leadership to a team of 40 employees.
Effectively managed operations, customer support, and account management offices located in five global locations.
Managed billing, payment distribution, and reconciliation services for customer base in excess of $45M per month.
Facilitated positive and productive relationships between customers, vendors, employees, and senior executive officials.
Strategically identified, sponsored, and executed project initiatives.
Position: Hospitality Consultant and Project Manager
Conducted hospitality product demonstrations and represented company at industry trade shows.
Effectively managed customer implementations for Central Reservation System migrations.
Identified and documented product enhancement needs for competitive benchmarking and customer satisfaction.
Provided system functionality training to customers as needed.
Hyatt Hotels and Resorts 1996-1998
Position: Private Label Services Manager
Managed Private Label Accounts which included Hawthorn Suites, Sceptre Hospitality, Regal Hotels International, Hyatt s 1-800 Check-In, Hyatt s Classic Residence, and Southern Pacific Hotels.
Strategically recruited, trained, coordinated, and led a top-performing GDS database and reservation sales team vital to bottom-line performance.
Conducted quarterly inventory and rate maintenance training for existing customers.
Conducted on-site property training for project implementations.
Utell International 1993-1996
Positions Held: GDS Classroom Instructor, GDS Operations Supervisor, Brand Manager
Developed GDS training program and supervised distribution of participating hotels.
Created brand proposition and developed solicitation process.
Trained and supported sales and marketing directors.
Marriott Hotels Worldwide Reservation Center 1991-1993
Positions Held: Reservation Sales, Scheduling Specialist
Produced room revenue for all Marriott product lines.
Balanced staffing needs to meet call volume goals for all sales departments.
Generated and distributed reporting for Senior Management.
Bachelors of Business Administration, University of Nebraska
Hotel Database Structures, Worldspan, Apollo, SABRE, and System One
Consulting Skills and Project Management Certification, The SABRE Group
Leadership Skills, The NEELEY School of Business
Optimizing Document Processes C An Information Week Editorial Perspectives Webcast
Customer Advisory Board C Pegasus Solutions, Inc.
Guest Panelist - HEDNA
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