Global Hospitality Operations and Customer Onboarding & Implementation Leader

Led the pre-opening, operational implementation, and launch of a new 151-room Hilton property. Coordinated brand, ownership, construction, technology, staffing, vendor, licensing, and guest-experience requirements through go-live and stabilization.

Built, onboarded, trained, and coached leadership across Front Office, Housekeeping, Engineering, Sales, and Food & Beverage. Established operating guidelines, service standards, accountability practices, and cross-functional issue resolution processes, contributing to a 94.5% average Stay Score and 100% Service Quality rating.

Directed a complex $12M operation with more than 100 employees across hospitality, nursing, dining, maintenance, administration, and customer experience.

Led multidisciplinary teams around shared service standards, measurable expectations, and accountability. Acted as the primary relationship and escalation leader for residents, families, employees, partners, and community stakeholders.

Led dual-site operations exceeding $16M annually and approximately 160 employees across hospitality, sales, customer experience, nursing, dining, engineering, and administration.

Directed the launch and stabilization of a newly opened community, standardized operating expectations across both sites, and aligned leadership teams around service standards, KPIs, accountability, customer outcomes, staffing, workforce planning, and financial performance. Maintained 100% regulatory compliance with local health authorities.

Led the rapid transformation of a full-service hotel into a COVID-19 quarantine and isolation facility during a high-pressure public-health emergency.

Built and implemented new workflows, operating procedures, training requirements, controls, and reporting processes. Served as the primary operational liaison with Alberta Health Services, translating complex requirements into frontline procedures.

Led the opening and implementation of the company's flagship UK operation and its entry into a new international market.

Developed the operating structure, customer-experience standards, launch processes, and market positioning. Coordinated partners and stakeholders through implementation and opening.

Owned and operated three restaurant locations with full P&L responsibility. Developed scalable operating models for the second and third sites, including staffing, supply-chain coordination, contracting, and operating processes.

Concurrently served as a ground-up concept consultant to Standard Bank, developing three premium airport lounge concepts for high-net-worth customers.

Held full operational accountability for an internationally recognized luxury resort, including guest experience, staffing, service delivery, and cross-functional operations.

Led multidisciplinary teams in a high-touch hospitality environment and partnered with an international agency on brand positioning and customer experience.

Bachelor of Science degree.

Associate Degree in Hotel Management.