Enterprise Project Portfolio

Supporting Enterprise Technology Transformations Through Business Analysis, Software Quality Assurance, Technical Documentation, Training, and Change Management

Over the past 20+ years, I have supported the implementation and modernization of enterprise software platforms across hospitality operations, including Property Management Systems (PMS), Central Reservation Systems (CRS), Revenue Management, Maintenance Management, Online Travel Agency (OTA) integrations, and cloud-based SaaS solutions. These projects highlight my experience collaborating with Product Management, Business Analysts, Software Development, Quality Assurance, Operations, and executive stakeholders to deliver successful enterprise technology initiatives.

TenantKey Property Leasing Management System (PLMS)

Documentation Specialist | Technical Writer | Business Analyst | Product SME

HotelKey | 2025 - 2026

Executive Summary

Served as a key contributor and Product Subject Matter Expert (SME) supporting the development, implementation, and enterprise adoption of the TenantKey Property Leasing Management System (PLMS). Collaborated with Product Management, Software Development, Quality Assurance, Customer Success, and client stakeholders throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, technical documentation, training, organizational readiness, and successful customer adoption.

Key Responsibilities

• Served as the operational liaison between HotelKey and American Campus Communities (ACC), gathering user feedback, documenting business requirements, validating enhancement requests, and communicating customer needs to Product and Development teams.
• Collaborated with Product Owners, Business Analysts, Developers, and QA teams to support business requirements, User Acceptance Testing (UAT), regression testing, defect management, release readiness, and production support.
• Developed user guides, Standard Operating Procedures (SOPs), release notes, implementation guides, FAQs, knowledge base articles, onboarding resources, and technical documentation.
• Designed and delivered enterprise training, webinars, train-the-trainer workshops, and post-implementation support for corporate users and client organizations.
• Utilized Jira, Confluence, Microsoft 365, Google Workspace, Camtasia, Snagit, Gemini, and ChatGPT to improve documentation, stakeholder communication, and cross-functional collaboration.

Technologies

HotelKey • TenantKey PLMS • Jira • Confluence • Microsoft 365 • Google Workspace • Camtasia • Snagit • Gemini • ChatGPT

Business Impact

• Supported the successful implementation and enterprise adoption of the TenantKey PLMS platform.
• Improved collaboration between HotelKey and American Campus Communities by serving as the operational liaison between client stakeholders and internal product teams.
• Increased user adoption through comprehensive documentation, structured training programs, and post-deployment support.
• Improved product quality through business requirements validation, UAT participation, defect management, and enhancement recommendations.
• Established standardized knowledge management resources that reduced support dependencies and improved user self-sufficiency.
• Contributed to ongoing platform enhancements that strengthened operational efficiency, user experience, and long-term customer success.

Above Property Central Reservation System (CRS)

Business Analyst | Operational SME | Quality Assurance | Enterprise Trainer

Motel 6 & Studio 6 | 2017 - 2018

Project Overview

Served as a key contributor and operational Subject Matter Expert (SME) supporting the enterprise modernization of the Motel 6 and Studio 6 Central Reservation System (CRS). Partnered with Product Management, Business Analysts, Software Development, Quality Assurance, Revenue Management, Operations Leadership, and Above Property implementation teams throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, operational readiness, technical documentation, enterprise training, and successful platform adoption.

Key Responsibilities

• Collaborated with Product Management, Business Analysts, Developers, Revenue Management, and QA teams to support business requirements validation, operational workflow analysis, implementation planning, User Acceptance Testing (UAT), regression testing, release readiness, and production support.
• Evaluated reservation workflows, call center operations, inventory management, pricing strategies, guest profiles, booking modifications, cancellations, reporting, and channel distribution to identify operational improvements and validate business requirements.
• Participated in functional testing, end-to-end testing, user story validation, defect management, enhancement recommendations, and production validation to improve system quality and deployment readiness.
• Developed Standard Operating Procedures (SOPs), implementation guides, user manuals, facilitator guides, operational playbooks, knowledge base articles, FAQs, training materials, and job aids that supported organizational readiness and enterprise adoption.
• Designed and delivered instructor-led training, train-the-trainer workshops, webinars, on-site coaching, and post-implementation support for reservation agents, corporate personnel, franchise operators, and field leadership.

Technologies

Above Property CRS • Jira • Confluence • Microsoft Office  Suites• Google Workspace • OTA Integrations • Central Reservation Systems (CRS) • TechSmith (Snag it) • Salesforce • ShareFile

Business Impact

• Supported the successful enterprise migration from a legacy reservation platform to Above Property's cloud-based Central Reservation System.
• Improved reservation accuracy, inventory synchronization, and real-time availability across multiple booking channels.
• Standardized reservation workflows and operational processes across corporate and franchise properties.
• Increased platform adoption through comprehensive documentation, structured training programs, and post-deployment support.
• Improved software quality through business requirements validation, User Acceptance Testing (UAT), defect management, and enhancement recommendations.
• Strengthened collaboration between Product Management, Revenue Management, Operations, Software Development, and Quality Assurance throughout enterprise implementation.
• Contributed to a modern reservation platform that improved operational efficiency, booking performance, and the overall guest reservation experience.

HotelKey Property Management System (PMS)

Business Analyst | Operational SME | Quality Assurance | Enterprise Trainer

Motel 6 & Studio 6 | 2015 - 2017

Project Overview

Served as a key contributor and operational Subject Matter Expert (SME) supporting the enterprise-wide implementation of the HotelKey Property Management System (PMS) across the Motel 6 and Studio 6 portfolio. Partnered with Product Management, Business Analysts, Software Development, Quality Assurance, Operations Leadership, and HotelKey implementation teams throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, operational readiness, deployment activities, technical documentation, enterprise training, and successful platform adoption.

Key Responsibilities

• Collaborated with Product Management, Business Analysts, Developers, Operations Leadership, and QA teams to support business requirements validation, workflow analysis, implementation planning, User Acceptance Testing (UAT), regression testing, release readiness, and production support.
• Evaluated front desk operations, reservations, room inventory management, housekeeping workflows, audit procedures, payment processing, reporting, and guest service processes to identify operational improvements and validate business requirements.
• Participated in functional testing, end-to-end testing, defect validation, enhancement recommendations, release validation, and production readiness to improve software quality and deployment success.
• Supported enterprise rollout activities, including property implementations, system configuration validation, hardware replacement initiatives, peripheral device installations, credit card terminal integration, electronic signature pad deployment, data migration, and go-live support.
• Developed Standard Operating Procedures (SOPs), implementation guides, user manuals, facilitator guides, operational playbooks, knowledge base articles, FAQs, training materials, and job aids that supported organizational readiness and enterprise adoption.
• Designed and delivered instructor-led training, train-the-trainer workshops, webinars, on-site coaching, and post-implementation support for corporate personnel, regional leadership, franchise operators, and property teams.

Technologies

HotelKey PMS • Rally • Trello • Microsoft Office Suites • Credit Card Terminals • Signature Pads • Property Management Systems (PMS) • Share file • G6 CRS • Above Property CRS • Above Property RMS

Business Impact

• Supported the successful enterprise migration from the legacy FOLS Property Management System to HotelKey's cloud-based PMS.
• Standardized front desk operations and business processes across hundreds of corporate and franchise properties throughout the United States and Canada.
• Improved operational visibility, reporting capabilities, and property performance through a modern cloud-based platform.
• Reduced implementation risk through comprehensive testing, operational validation, and structured production readiness activities.
• Increased enterprise adoption through comprehensive documentation, structured training programs, and effective change management.
• Strengthened collaboration between Operations, Product Management, Business Analysis, Software Development, Quality Assurance, and implementation partners throughout deployment.
• Helped establish the technology foundation that enabled future enterprise initiatives, including Above Property CRS, OTA integration, and Revenue Management modernization.

Online Travel Agent (OTA) Integration

Business Analyst | Operational SME | Quality Assurance | Enterprise Trainer

Motel 6 & Studio 6 | 2013 - 2014

Project Overview

Served as a key contributor and operational Subject Matter Expert (SME) supporting the enterprise-wide integration of major Online Travel Agencies (OTAs), including Booking.com, Expedia, Priceline, Trivago, and Kayak, into the Motel 6 and Studio 6 reservation ecosystem. Partnered with Product Management, Business Analysts, Software Development, Revenue Management, Quality Assurance, and Operations teams throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, operational readiness, technical documentation, enterprise training, and successful adoption of expanded digital distribution capabilities.

Key Responsibilities

• Collaborated with Product Management, Business Analysts, Developers, Revenue Management, Operations, and QA teams to support business requirements validation, workflow analysis, implementation planning, User Acceptance Testing (UAT), regression testing, release readiness, and production support.
• Evaluated OTA booking workflows, reservation management, inventory synchronization, rate and availability management, guest profile management, payment processing, reporting, and reservation modifications to identify operational improvements and validate business requirements.
• Participated in functional testing, end-to-end testing, defect validation, enhancement recommendations, OTA connectivity testing, production validation, and deployment readiness to improve software quality and implementation success.
• Served as the operational liaison between field operations and technology teams by providing business insight, validating operational workflows, supporting issue resolution, and recommending process improvements that enhanced system usability and user experience.
• Developed Standard Operating Procedures (SOPs), facilitator guides, implementation playbooks, user manuals, workflow documentation, knowledge base resources, FAQs, training materials, and job aids that supported organizational readiness and enterprise adoption.
• Designed and delivered instructor-led training, train-the-trainer workshops, webinars, and post-implementation support for corporate personnel, franchise operators, reservation teams, and hotel leadership.

Technologies

G6 CRS • Above Property CRS • OTA Integrations • Booking.com • Expedia • Priceline • Trivago • Kayak • Quality Center•  ShareFile • Microsoft Office  Suites

Business Impact

• Supported the successful enterprise integration of the industry's leading Online Travel Agencies into the Motel 6 and Studio 6 reservation ecosystem.
• Expanded digital distribution capabilities across hundreds of corporate and franchise properties.
• Improved reservation accuracy, inventory synchronization, and rate consistency across multiple booking channels.
• Increased online booking visibility and strengthened guest acquisition through expanded marketplace exposure.
• Reduced implementation risk through comprehensive testing, operational validation, and production readiness activities.
• Increased enterprise adoption through standardized documentation, structured training programs, and post-deployment support.
• Strengthened collaboration between Product Management, Revenue Management, Business Analysis, Software Development, Quality Assurance, and Operations throughout enterprise implementation.

Above Property Revenue Management System (RMS)

Business Analyst | Operational SME | Quality Assurance | Enterprise Trainer

Motel 6 & Studio 6 | 2014 - 2015

Project Overview

Served as a key contributor and operational Subject Matter Expert (SME) supporting the enterprise implementation of Above Property's Revenue Management System (RMS). Partnered with Revenue Management, Product Management, Business Analysts, Software Development, Quality Assurance, Operations Leadership, and Executive stakeholders throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, operational readiness, technical documentation, enterprise training, and successful adoption of a centralized revenue optimization platform.

Key Responsibilities

• Collaborated with Revenue Management, Product Management, Business Analysts, Developers, Operations Leadership, and QA teams to support business requirements validation, workflow analysis, implementation planning, User Acceptance Testing (UAT), regression testing, release readiness, and production support.
• Served as the operational Subject Matter Expert (SME) representing franchise operations by validating pricing strategies, room inventory controls, demand forecasting, market segmentation, reservation workflows, and operational business processes.
• Participated in functional testing, end-to-end testing, defect validation, enhancement recommendations, release validation, and production readiness to improve software quality and deployment success.
• Developed Standard Operating Procedures (SOPs), facilitator guides, operational playbooks, user manuals, training presentations, job aids, quick reference guides, FAQs, and knowledge resources supporting organizational readiness and enterprise adoption.
• Designed and delivered instructor-led training, regional workshops, webinars, train-the-trainer programs, and post-implementation support for corporate personnel, franchise operators, and field leadership.
• Supported post-deployment activities by assisting users with issue resolution, documenting enhancement requests, supporting change management initiatives, and collaborating with Product and Development teams to improve platform functionality.

Technologies

Above Property RMS • Revenue Management Systems (RMS) • Rally • Microsoft Office  Suites • Revenue Analytics • Dynamic Pricing

Business Impact

• Supported the successful enterprise implementation of Above Property's Revenue Management System across the Motel 6 and Studio 6 portfolio.
• Improved pricing consistency, pricing accuracy, and revenue optimization across corporate and franchise properties.
• Increased adoption of data-driven pricing strategies through structured training, operational enablement, and post-deployment support.
• Reduced manual pricing efforts by supporting the transition to centralized, automated revenue management processes.
• Improved RevPAR optimization, demand forecasting, and pricing decision-making through enhanced system capabilities.
• Strengthened collaboration between Revenue Management, Operations, Product Management, Software Development, Quality Assurance, and Franchise Operations throughout implementation.
• Accelerated enterprise adoption through comprehensive documentation, standardized training programs, and effective change management.

2010 - Standard Operating Procedures (SOP)

Business Analyst | Process Improvement | Technical Writer | Enterprise Trainer

Motel 6 & Studio 6 | 2010 - 2013

Project Overview

Served as a key contributor supporting the enterprise-wide Standard Operating Procedures (SOP) Modernization Initiative across the Motel 6 and Studio 6 portfolio. Partnered with Executive Leadership, Operations Leadership, General Managers, and cross-functional stakeholders to analyze business processes, standardize operational workflows, improve compliance, and develop enterprise documentation that increased operational consistency, organizational readiness, and service excellence.

Key Responsibilities

• Collaborated with Executive Leadership, General Managers, Operations teams, and Subject Matter Experts (SMEs) to analyze business processes, evaluate operational workflows, identify process improvement opportunities, and standardize enterprise operating procedures.
• Conducted business process analysis, workflow assessments, stakeholder interviews, and operational reviews to eliminate inefficiencies, strengthen compliance, and align procedures with organizational objectives and best practices.
• Developed enterprise Standard Operating Procedures (SOPs), operational playbooks, implementation guides, user documentation, training materials, facilitator guides, knowledge base resources, quick reference guides, and job aids supporting multiple operational departments.
• Standardized documentation for Front Desk Operations, Reservations, Guest Services, Housekeeping, Maintenance, Safety & Security, Emergency Response, Key Control, Lost & Found, and Compliance Management.
• Designed and delivered enterprise training, communication plans, implementation support, and change management initiatives that improved organizational readiness, knowledge transfer, user adoption, and long-term process compliance.

Technologies

Microsoft Office • Process Documentation • Knowledge Management • Business Process Analysis • Workflow Mapping • Technical Documentation

Business Impact

• Standardized operational procedures across the Motel 6 and Studio 6 portfolio.
• Improved operational consistency, compliance, and accountability through enterprise documentation and standardized workflows.
• Increased onboarding effectiveness through comprehensive training materials and structured knowledge transfer.
• Reduced operational risk by establishing repeatable business processes and standardized operating procedures.
• Strengthened collaboration between Executive Leadership, Operations, General Managers, and Subject Matter Experts during enterprise process modernization.
• Established a scalable operational framework that supported continuous improvement and future enterprise technology initiatives.

ServiceChannel Enterprise Maintenance Management System

Business Analyst | Operational SME | Process Improvement | Enterprise Trainer

Motel 6 & Studio 6 | 2008–2009

Project Overview

Served as a pilot property and operational Subject Matter Expert (SME) supporting the enterprise implementation of ServiceChannel's cloud-based maintenance management platform. Partnered with Operations Leadership, Property Management, Maintenance teams, Business Analysts, Software Development, Quality Assurance, and ServiceChannel implementation specialists throughout the Software Development Lifecycle (SDLC) to support business process improvements, software quality, operational readiness, technical documentation, enterprise training, and successful adoption of a centralized maintenance management solution.

Key Responsibilities

• Collaborated with Operations Leadership, Property Management, Maintenance teams, Business Analysts, Developers, and QA teams to support business process analysis, workflow validation, implementation planning, User Acceptance Testing (UAT), release readiness, and production support.
• Served as a pilot property by validating preventive maintenance workflows, work order management, vendor coordination, asset tracking, inventory management, reporting, and compliance processes while providing operational feedback and enhancement recommendations.
• Participated in functional testing, operational workflow validation, defect identification, deployment readiness, production support, and process improvement initiatives that improved software quality and implementation success.
• Supported the transition from paper-based maintenance tracking to a centralized digital platform by validating workflows, documenting operational processes, and assisting with implementation planning and organizational readiness.
• Developed Standard Operating Procedures (SOPs), operational guides, implementation documentation, training materials, quick reference guides, knowledge resources, and job aids that supported enterprise adoption and long-term knowledge transfer.
• Designed and delivered user training, implementation support, post-deployment assistance, and change management activities that promoted consistent maintenance practices across participating properties.

Technologies

ServiceChannel • Preventive Maintenance Management • Work Order Management • Asset Management • Vendor Management • Microsoft Office 

Business Impact

• Supported the successful enterprise implementation of the ServiceChannel maintenance management platform.
• Served as a pilot property that helped validate implementation strategies and operational workflows before enterprise-wide deployment.
• Modernized maintenance operations by replacing paper-based processes with centralized digital workflows.
• Improved preventive maintenance compliance, asset visibility, work order management, and maintenance reporting across participating properties.
• Increased operational efficiency through standardized maintenance processes, vendor coordination, and workflow automation.
• Reduced implementation risk through operational validation, testing, and process improvement recommendations.
• Accelerated enterprise adoption through comprehensive documentation, structured training programs, and effective change management.
• Established a scalable maintenance management framework that improved operational visibility, accountability, and long-term facilities management across the Motel 6 and Studio 6 portfolio.

FOLS Property Management System (PMS)

Business Analyst | Operational SME | Quality Assurance | Enterprise Trainer

Motel 6 & Studio 6 | 2007–2008

Project Overview

Served as a pilot property and operational Subject Matter Expert (SME) supporting the enterprise implementation of the FOLS Property Management System (PMS). Partnered with Operations Leadership, Product Management, Business Analysts, Software Development, Quality Assurance, and implementation teams throughout the Software Development Lifecycle (SDLC) to support business requirements, software quality, operational readiness, technical documentation, enterprise training, and successful deployment of a standardized property management platform across the Motel 6 and Studio 6 portfolio.

Key Responsibilities

• Collaborated with Operations Leadership, Product Management, Business Analysts, Developers, and QA teams to support business requirements validation, workflow analysis, implementation planning, User Acceptance Testing (UAT), regression testing, release readiness, and production support.
• Served as a pilot property by validating front desk operations, reservations, guest check-in and check-out, room inventory management, housekeeping coordination, night audit, payment processing, reporting, and operational workflows prior to enterprise deployment.
• Participated in functional testing, operational workflow validation, defect documentation, enhancement recommendations, deployment readiness, and production support to improve software quality and implementation success.
• Supported implementation activities including system configuration validation, hardware installation, operational readiness assessments, go-live support, and post-deployment stabilization.
• Developed Standard Operating Procedures (SOPs), implementation guides, user manuals, facilitator guides, training materials, quick reference guides, knowledge resources, and job aids that supported organizational readiness and long-term platform adoption.
• Designed and delivered instructor-led training, train-the-trainer workshops, field coaching, and post-implementation support for corporate personnel, property leadership, and hotel associates.

Technologies

FOLS Property Management System (PMS) • Microsoft Office • Property Management Systems • Front Office Operations • Hotel Operations • User Training

Business Impact

• Supported the successful enterprise implementation of the FOLS Property Management System across the Motel 6 and Studio 6 portfolio.
• Served as a pilot property that helped validate system functionality, operational workflows, and implementation strategies before broader deployment.
• Standardized front office operations and business processes through a centralized property management platform.
• Reduced implementation risk through operational validation, User Acceptance Testing (UAT), and structured production readiness activities.
• Accelerated enterprise adoption through comprehensive documentation, structured training programs, and post-deployment support.
• Strengthened collaboration between Operations, Product Management, Business Analysis, Software Development, Quality Assurance, and implementation teams.
• Established the technology and operational foundation that supported future enterprise initiatives, including HotelKey PMS, Above Property CRS, OTA Integration, Revenue Management, and other enterprise modernization projects.

Varsity Enterprise Maintenance Outsourcing Initiative

Business Analyst | Operational SME | Process Improvement | Enterprise Trainer

Motel 6 & Studio 6 | 2007–2008

Project Overview

Served as a pilot property and operational Subject Matter Expert (SME) supporting the enterprise rollout of the Varsity Maintenance Outsourcing Initiative. Partnered with Executive Leadership, Operations, Property Management, Maintenance teams, and Varsity implementation specialists to support business process improvements, operational readiness, workflow validation, change management, and successful adoption of a centralized vendor-supported maintenance service model across the Motel 6 and Studio 6 portfolio.

Key Responsibilities

• Collaborated with Executive Leadership, Operations, Property Management, Maintenance teams, and vendor partners to evaluate maintenance workflows, validate business processes, identify operational improvements, and support enterprise implementation planning.
• Served as a pilot property by validating preventive maintenance schedules, work order management, vendor dispatch procedures, asset management, service-level expectations, escalation workflows, and communication processes between properties and outsourced service providers.
• Participated in workflow validation, operational readiness assessments, implementation planning, deployment support, and process improvement initiatives that refined enterprise rollout strategies and improved vendor service delivery.
• Provided operational feedback and business recommendations that enhanced maintenance workflows, standardized operational procedures, and improved the effectiveness of the outsourced maintenance model.
• Supported organizational readiness by assisting property teams with implementation activities, process changes, issue resolution, user adoption, and change management throughout the enterprise transition.

Technologies

Varsity Maintenance Services • Vendor Management • Work Order Management • Preventive Maintenance • Asset Management • Process Improvement • Microsoft Office

Business Impact

• Supported the successful transition from property-managed maintenance to the Varsity outsourced maintenance program.
• Served as a pilot property that helped validate implementation strategies, operational workflows, and enterprise deployment plans.
• Improved maintenance workflow consistency through standardized business processes and vendor service models.
• Strengthened collaboration between Executive Leadership, Operations, Property Management, Maintenance teams, and outsourced service providers.
• Reduced implementation risk through operational validation, pilot testing, and continuous process improvement.
• Increased user adoption through organizational readiness, structured change management, and post-implementation support.
• Helped establish a scalable maintenance support model that improved operational efficiency, service consistency, and long-term vendor management across the Motel 6 and Studio 6 portfolio.

Enterprise Transformation Experience