Hospitality Technology Implementation & Project Management Professional

Built and launched a new investor-backed hospitality business from pre-opening through operational maturity. Established operational processes, systems, workflows, service standards, and scalable practices, contributing to annual revenue exceeding €1M within two years.

Coordinated business-side implementation of PMS, channel management, payment, and operational systems, including requirements gathering, configuration, integrations, UAT, troubleshooting, go-live readiness, and user adoption. Led onboarding and change adoption for a team of 16, coordinated cross-functional stakeholders, managed escalations, and used operational and customer KPIs to drive improvements.

Led operational continuity during an ownership transition, restructuring, and rebranding process. Maintained service quality and business performance throughout a period of significant organizational change.

Championed adoption of new processes, workflows, and systems. Supported teams in maintaining consistent service delivery and operational stability during the transition.

Led day-to-day hospitality operations with responsibility for service quality, customer experience, issue resolution, and operational efficiency. Managed teams, daily priorities, and operational handovers to ensure smooth service delivery during high-demand periods.

Streamlined internal processes and workflows to improve consistency, productivity, and reliability. Supported onboarding, process implementation, user training, and adoption of operational systems and service standards.

Led daily operations and team coordination in an international hospitality environment across two short-term management assignments in Morocco. Maintained service quality and company standards while providing temporary management coverage.

Adapted quickly to a new market and team structure, ensuring stable day-to-day execution. Supported teams in maintaining consistent operational delivery throughout the assignments.

Supported multi-property hospitality operations and coordinated daily activities across properties. Helped maintain service consistency, operational coordination, and efficient execution of day-to-day workflows.

Continuously improved operational processes to strengthen reliability and support smooth service delivery. Contributed to effective communication and coordination across teams and properties.

Resolved customer issues in a high-volume Microsoft technical support environment while working within structured service quality standards. Diagnosed technical problems and communicated clear, user-friendly solutions to customers with varying levels of technical knowledge.

Executed structured support workflows including issue investigation, troubleshooting, escalation, and customer communication. Maintained ownership of customer issues throughout the resolution process.

Master's education in systems engineering, information technologies, and business administration.