In a service industry such as ours, people are our point of difference. As Major Market Consultant with IHG's Brand Service Consulting Team, I work closely with leadership teams to help employees bring hotel brands to life for our guests. I consult with hotel owners, general managers, and their leaders to help them develop the skills and abilities of they need to effectively lead and manage the employee and guest experience.
I began my hospitality career with IHG as a Reservations Agent in the Central Reservations Office in Charleston, South Carolina. Within four months, I was promoted to Team Management. After one year, I was assigned as MACRO Team Manager, where I was responsible for leading a team of 76 people who secured reservations for the Orlando, Jacksonville and Philadelphia markets.
With more than 9 years of experience in the hospitality industry, I have worked as a Brand Service Consultant helping hotel leaders to increase profitability and performance across the region. I have worked within the owned and franchised side of the business as well as the IHG Corporate side to gain a wealth of valuable insight to help hotel owners and operators become successful in their
Partnering with my clients and providing expert advice during their professional journey helps my Region to create Great Hotels Guests Love.
-InterContinental Hotels Group (IHG®)-
Senior Training Consultant - Employee Experience
Sep 2015 – Present
IHG Major Market Consultant | Atlanta | Miami | Orlando - Current
Jun 2007 – Present
Provide expert consulting advise to multiple hotel owners and business partners to help drive leadership development, employee engagement, and guest experience delivery.
Focus on driving ownership profitability and growth by providing award winning people tools that help build employee culture.
Currently support 83 IHG branded hotels that produce over $473,544,015 in gross operating profits.
Department Manager - MACRO Reservations Orlando | Jacksonville | Philadelphia
Oct 2005 – Jun 2007
As Department Manager for the MACRO Reservations Office in Charleston, SC, I led a team of 73 market area central reservations agents in creating consistent and intentional guest experiences for specific hotels within the markets of Orlando, Jacksonville, and Philadelphia.
Managing resources to support strategic marketing initiatives for the Nickelodeon Family Suites by Holiday Inn and driving millions of dollars of sales in these key assigned markets, our department was the number one revenue producers in the call center and had produced the highest employee engagement scores as well.
Team Manager - Reservations
Oct 2004 – Oct 2005
Being promoted after 4 months in the role of Reservations Agent, I took over a team of 15 reservations agents and was responsible for maintaining a high level of employee engagement through hiring, training, coaching, feedback, and recognition practices.
Jun 2004 – Oct 2004
As Reservations Agent at IHG's Charlestons Reservations Office, I was responsible for confirming reservations for all of IHG's Branded hotels globally.
Being on of the highest revenue producers on the team, I was a model and example of what a winning company looks like, creating great experiences for our most valued guests - IHG Rewards Club Members.
-Dust Bunnies, Inc-
Regional Operations Manager
Jul 1996 – Jun 2004
As Regional Operations Manager for Dust Bunnies, Inc. I responsibly managed and led the operational and marketing strategies for both the Columbia and Charleston locations.
Maintaining client loyalty and driving sales through service, as Regional Operations Manager we grew the company to one of the most dependable, responsible, and valuable residential cleaning services in the state of South Carolina.