Business Analysis | Product Ownership | Software Implementation
Software Quality Assurance | Technical Documentation | Training & Enablement

This portfolio highlights my contributions to enterprise software deployment, system modernization, and operational improvement. Featured work includes the nationwide HotelKey PMS deployment, TenantKey implementation and client enablement, and CRS modernization across U.S. and Canadian operations, as well as revenue management, online distribution, maintenance, and SOP initiatives.

I bring more than 20 years of combined operations leadership and enterprise technology experience to this work. My contributions span requirements and workflow analysis, product ownership, software testing, defect validation, technical documentation, training, deployment readiness, and post-production stabilization. Working with business stakeholders, technical teams, and end users, I help translate operational needs into validated functionality, clear procedures, and practical training. The projects below show how I connect business requirements, technology delivery, and user readiness throughout implementation.

TenantKey Property Leasing Management System (PLMS)

TenantKey Property Leasing Management System (PLMS) Implementation & Enablement
HotelKey, Inc. | 2025–2026

Served as a TenantKey subject matter expert and primary functional liaison between client stakeholders and HotelKey’s Product, Development, QA, Client Success, Operations, and Training teams. My work connected business requirements, software validation, technical documentation, and client enablement throughout implementation, deployment, and production stabilization.

• Built the core TenantKey training and enablement library, creating practical resources to help trainers and end users understand a newly developed enterprise application.

• Worked directly with client stakeholders to clarify business needs, operational workflows, functional requirements, and end-user challenges.

• Analyzed current and future workflows, identified functional gaps, and evaluated how system behavior and proposed changes affected daily operations.

• Performed UAT, functional, regression, and exploratory testing across critical business workflows to validate functionality and identify issues.

• Documented defects in Jira with reproduction steps, expected and actual results, supporting evidence, and business impact to support investigation and resolution.

• Retested defect fixes and supported release readiness, production validation, and post-deployment stabilization.

• Created and maintained BRDs, SOPs, user guides, feature guides, job aids, knowledge-base articles, workflow documentation, and release resources.

• Partnered with the client to develop training curricula, train-the-trainer sessions, webinars, software demonstrations, videos, and knowledge-transfer materials.

• Standardized Jira process documentation, establishing clearer procedures for issue identification, tracking, escalation, resolution, and follow-up.

• Investigated production issues, reviewed workflows and system behavior, coordinated with technical teams, and helped users understand available functionality and next steps.

• Used client feedback, testing results, and workflow observations to identify improvements in the product, business processes, documentation, training, and user experience.

Above Property Central Reservation System (CRS)

Central Reservation System (CRS) Modernization — Legacy CRS to Above Property
G6 Hospitality | 2017–2019

Supported enterprise CRS modernization through the transition from a legacy reservation system to Above Property across U.S. and Canadian operations. My contributions connected business requirements, workflow analysis, end-to-end validation, integration readiness, documentation, and training to prepare teams for deployment and adoption.

• Gathered and clarified business requirements, translating reservation and operational needs into functional expectations for the new system.

• Analyzed current and future workflows to identify gaps, evaluate operational impact, and help teams understand changes to existing processes.

• Supported end-to-end testing to validate reservation workflows and confirm that system behavior aligned with business requirements.

• Supported integration validation across connected systems and processes, helping identify issues affecting complete business workflows.

• Documented defects with reproduction steps, expected and actual results, supporting evidence, and operational context to support resolution.

• Collaborated with business stakeholders, developers, QA, and Operations to clarify requirements, investigate issues, and verify corrections.

• Created documentation, job aids, release resources, and training materials that explained new functionality and workflow changes.

• Helped prepare the Help Desk and support teams through knowledge transfer, process guidance, and resources for assisting end users.

• Supported deployment preparation, user readiness, production validation, and post-implementation stabilization.

• Applied hotel operations and enterprise systems experience to requirements and testing discussions, keeping reservation handling, business continuity, and the end-user experience in focus.

HotelKey Property Management System (PMS)

HotelKey Property Management System (PMS) Enterprise Deployment
G6 Hospitality | 2016–2017

Played a major cross-functional role in the nationwide transition from FOLS to HotelKey PMS across corporate and franchise locations. My contributions connected business requirements, software testing, documentation, training, and deployment readiness to support successful property conversions, user adoption, and post-production stabilization.

• Validated business requirements and operational workflows to help ensure HotelKey supported the needs of property teams and corporate stakeholders.

• Brought hands-on hotel operations experience into implementation discussions, helping technical teams understand how system functionality affected daily property responsibilities.

• Supported UAT and regression testing across critical workflows, documenting issues and confirming that functionality aligned with business requirements.

• Worked with Product, Development, QA, Operations, and business stakeholders to investigate defects, clarify business impact, retest fixes, and support resolution.

• Created process documentation, SOPs, configuration guides, job aids, and training resources to prepare teams for the transition.

• Developed and delivered training and knowledge-transfer materials for property, field, franchise, corporate, and Help Desk audiences.

• Supported pilot locations, property conversions, deployment preparation, and readiness activities to help teams move successfully to the new system.

• Contributed testing results, defect information, and operational feedback to release readiness and Go/No-Go discussions.

• Supported go-live, production validation, hypercare, and stabilization by investigating issues and coordinating follow-up with business and technical teams.

• Recognized as part of G6 Hospitality’s 2018 Team of the Year for contributions to the nationwide HotelKey PMS enterprise implementation.

Online Travel Agent (OTA) Integration

Online Travel Agency (OTA) & Distribution Integration
G6 Hospitality | 2013–2015

Supported enterprise online distribution integrations involving Expedia, Booking.com, Priceline, Trivago, Kayak, and other booking and travel-search channels. My contributions connected business requirements, software validation, defect resolution, documentation, and training to help teams prepare for deployment and manage distribution workflows.

• Clarified business requirements and operational workflows, helping technical teams understand how distribution changes affected property teams and reservation processes.

• Validated rates, availability, inventory, reservations, and third-party interactions to confirm that system behavior aligned with business expectations.

• Supported UAT, functional testing, and regression testing across distribution workflows to identify issues and verify functionality.

• Documented defects with reproduction steps, expected and actual results, supporting evidence, and operational impact to help teams investigate and resolve problems.

• Collaborated with business stakeholders and technical teams to clarify issues, retest corrections, and validate affected workflows.

• Created documentation, job aids, and training resources that translated distribution processes and system changes into practical user guidance.

• Helped prepare property and support teams for new functionality through training, knowledge transfer, and operational readiness activities.

• Supported release readiness and production validation, investigating reported issues and coordinating follow-up after deployment.

• Applied hotel operations and revenue management experience to testing and implementation discussions, keeping rate accuracy, inventory availability, reservation handling, and the end-user experience in focus.

Above Property Revenue Management System (RMS)

Revenue Management System (RMS) Implementation & Enhancement
G6 Hospitality | 2013–2015

Supported enterprise revenue management system implementation and enhancements for dynamic pricing, forecasting, occupancy optimization, and revenue decision support. I brought together operational experience, business analysis, software validation, documentation, and training to help teams translate revenue management requirements into usable system capabilities.

• Gathered and clarified business requirements, connecting pricing, forecasting, and operational needs with system functionality.

• Reviewed current and proposed workflows to identify gaps, evaluate operational impact, and support process improvements.

• Translated business needs into clear functional expectations that business stakeholders and technical teams could review and validate.

• Supported UAT and functional testing to confirm that revenue management workflows performed as expected and aligned with business requirements.

• Documented defects with reproduction steps, expected and actual results, and business impact to support investigation and resolution.

• Worked with technical teams and business stakeholders to clarify issues, retest corrections, and validate affected functionality.

• Created documentation, job aids, and training resources that explained system capabilities and connected them to daily responsibilities.

• Helped users understand new workflows and apply system functionality to pricing, forecasting, occupancy, and revenue decisions.

• Supported implementation readiness and operational enablement, helping teams prepare for system changes and adoption.

• Applied hands-on experience in property operations, budgeting, forecasting, and revenue management to requirements, testing, and training discussions.

2010 - Standard Operating Procedures (SOP)

Standard Operating Procedure (SOP) Modernization & Operational Standardization
G6 Hospitality | 2010–2013

Supported the review, modernization, and consistent application of operational SOPs across multiple properties and states. My work combined process analysis, property audits, documentation, corrective-action planning, and training to help teams understand expectations, strengthen operating controls, and apply procedures consistently.

• Reviewed procedures across reservations, GSR operations, housekeeping, maintenance, payments, inventory, safety, security, emergency response, and key control.

• Conducted property audits, SOP inspections, and operational reviews to identify process gaps, inconsistent execution, and compliance concerns.

• Evaluated how documented procedures worked in daily operations, identifying unclear instructions and opportunities to improve practical application.

• Supported SOP updates and operational guidance that clarified responsibilities, required steps, controls, and accountability.

• Investigated recurring operational problems, identified root causes, documented findings, and established corrective actions.

• Trained and coached General Managers, Assistant Managers, Managers on Duty, GSRs, housekeeping teams, and maintenance personnel on procedures and operating standards.

• Reinforced SOP knowledge through manager training and certification, evaluating readiness across operations, systems, financial controls, safety, and compliance.

• Supported property recovery and stabilization through retraining, process correction, compliance remediation, and follow-up on audit findings.

• Contributed to SWAT program modernization supporting a 161-property regional portfolio, helping establish more structured reviews, corrective-action tracking, and accountability.

• Brought field experience into process-improvement discussions, helping ensure corporate standards could be understood and applied in real property environments.

ServiceChannel Enterprise Maintenance Management System

ServiceChannel Maintenance Management System Implementation
Accor North America | 2007–2009

Supported the enterprise ServiceChannel rollout through participation as a pilot and training property. I brought hands-on property management experience into workflow validation, preventive-maintenance processes, vendor coordination, training, and system adoption.

• Provided an operational perspective on facilities management, maintenance priorities, property conditions, and the needs of teams using the system.

• Helped validate maintenance workflows to confirm that processes supported practical use in a working property environment.

• Supported pilot activities by evaluating how the system fit existing responsibilities and identifying areas needing clarification or adjustment.

• Helped validate preventive-maintenance processes and reinforce consistent procedures for addressing property maintenance needs.

• Supported vendor coordination, connecting maintenance requirements with property operations and service expectations.

• Helped train property personnel on system workflows and maintenance procedures, preparing teams to use the new platform in daily operations.

• Applied experience in property quality, safety, maintenance, and operating controls to implementation and adoption discussions.

• Contributed to significant reductions in recurring maintenance issues through stronger processes, training, and adoption of the maintenance management system.

FOLS Property Management System (PMS)

FOLS Property Management System (PMS) Pilot & Enterprise Deployment
Accor North America | 2007–2009

Served as a pilot-property operational subject matter expert during early FOLS PMS adaptation and enterprise deployment. I brought hands-on General Manager experience into requirements, workflow validation, functional testing, training, conversion activities, and go-live support to help prepare the system and property teams for daily use.

• Provided operational requirements and field input to help implementation teams understand property responsibilities, business processes, and end-user needs.

• Validated system workflows against daily property operations, identifying functionality and process concerns requiring clarification or correction.

• Performed functional testing to evaluate system behavior and confirm that workflows supported intended business activities.

• Reported defects through HP Quality Center, providing information and operational context to support investigation and resolution.

• Supported hardware and process conversion activities, helping property teams prepare for changes to their systems and procedures.

• Helped train users on FOLS functionality and new workflows, connecting system instructions to practical property responsibilities.

• Supported go-live activities and assisted property personnel as they began using the system in a working hotel environment.

• Provided post-implementation support, helping users understand functionality, clarify procedures, and resolve operational issues.

• Applied experience in reservations, GSR operations, financial controls, housekeeping, and property management to testing and implementation discussions.

Varsity Enterprise Maintenance Outsourcing Initiative

Varsity Enterprise Maintenance Outsourcing Initiative
Accor North America | 2008–2009

Served as a pilot-property operational subject matter expert for the transition from in-house maintenance to Varsity’s outsourced maintenance model. I helped evaluate the program, coordinate vendor work, strengthen inventory controls, and prepare property operations for a new service model intended to reduce maintenance labor costs and improve consistency.

• Supported testing and evaluation of the outsourced maintenance model, providing property-level feedback to help refine processes before broader deployment.

• Worked with Regional and Enterprise Maintenance Engineers to coordinate maintenance priorities, preventive-maintenance activities, and operational requirements.

• Managed weekly preventive-maintenance room rotations, blocking rooms in the PMS to coordinate planned work with room availability.

• Entered inspection findings in ServiceChannel, giving maintenance teams clear information about property conditions and required follow-up.

• Inspected completed vendor work, verified quality, and signed off on work that met property expectations.

• Coordinated corrections and follow-up when maintenance work remained incomplete or required additional attention.

• Centralized maintenance inventory and supported stronger controls over supplies, availability, and usage.

• Documented operational workflows and helped standardize maintenance processes, clarifying responsibilities between property teams and outsourced providers.

• Prepared property operations for the transition, helping teams understand new procedures, coordination requirements, and escalation processes.

• Applied hands-on General Manager experience to program evaluation, keeping room readiness, property quality, inventory control, and daily operational needs in focus.

Enterprise Transformation Experience