George Brown College

Director of Rooms at Hyatt Regency Portland at the Oregon Convention Center

Hyatt Hotels Corporation

Director of Openings & Transitions FS Franchise

Launch new 600-room convention center hotel with 39K square feet of meeting space, ensuring adherence to brand standards. Lead 80-member staff in providing exceptional service in front office, housekeeping, Regency Club, security, and valet operations. Develop and manage budgets and forecasts to maximize revenue and contain costs. Oversee all pre-opening plans and activities, including operating supplies and equipment, guestroom set up, implementation of brand standards, systems installation, and training. Design standard operating procedures and new hire training plans. Establish and manage vendor relationships and contracts. Create engaging and productive work environment while cultivating potential leaders through ongoing mentoring.
●	Oversaw implementation of COVID protocols to ensure guest and staff safety. Trained staff on new processes and procedures and maintained ongoing communication to ensure staff remained up to date on latest changes based on CDC recommendations.
●	Opened hotel three weeks ahead of schedule.

Hyatt Regency Portland at the Oregon Convention Center

Director of Rooms

Oversaw day-to-day operation of 438-room hotel with spa, marina, and 66K square feet of indoor/outdoor meeting space. Led staff in food and beverage operations, banquets, event set up, front office, security, housekeeping, stewarding, spa, marina, and guest services. Partnered with executive chef on menu development and quarterly menu engineering analysis. Executed training plans, steps of service, and food waste management programs for food and beverage outlets. Implemented back-to-basics training to enhance hotel service offerings. Negotiated with union representatives to achieve win-win outcomes that balanced employee needs with corporate objectives. Led and mentored operations leaders. 
●	Boosted customer satisfaction scores across the board: 30% YOY increase in Net Promoter Scores (NPS), 20% YOY increase in World of Hyatt CS score, 15% YOY increase in Guestroom Cleanliness & Working Order ratings, and 12% YOY increase in Overall F&B ratings. 
●	Improved employee engagement and guest satisfaction metrics with a 90.8% score on 2018 Coyle Audit (a 12% YOY increase), a 6% YOY increase in employee engagement, and a 10% boost in the “time is taken to truly listen” rating.
●	Oversaw completion of $14M renovation that included meeting space, guestrooms, corridor, lobby, spa and Pelican’s on the Bay.
●	Nominated for 2018 Operations Director of the Year.

Hyatt Regency

Director Of Operations

Led daily operation of 241-room hotel with onsite restaurants and 80K square feet of meeting space. Managed banquet, event set up, front office, security, housekeeping, and reservation teams. Oversaw budgeting and forecasting with a focus on revenue generation and increased profitability. Developed menus for banquets and food and beverage outlets to maximize use of locally sourced foods and adhere to Hyatt sustainability recommendations. Implemented SOPs for food store and liquor rooms to decrease food and beverage costs. Created growth and development plans for operations leaders.
●	Generated $40K in new revenue through Food & Beverage initiative that included new breakfast offerings, transition to a full-service operation, and a new a la carte menu. 
●	Revamped The Market offerings to include regionally sourced foods, new menus, visual menu boards, and more attractive retail items to support price increases and drive revenue growth.
●	Created Restaurant-to-Go-for-Three meal special with more engaging menu mix and new TV, lunch, and dinner menus based on guest surveys and feedback. 
●	Combined F&B and Rooms divisions into one operational unit to boost efficiency and generate cost savings.

Director of Operations

Responsible for all aspects of the Rooms Division.Manage the day to day operations in a 348 room union hotel. 
Directly responsible for Front Office, Guest Services, Parking, Security, Housekeeping, PBX, Reservations and Engineering.
Responsible for driving key metrics pertaining to employee engagement and guest satisfaction  Develop Rooms Division Leaders by continuously coaching and mentoring with emphasis on accountability
Responsible for all communication regarding brand standards, operation updates, customer satisfaction results, division\hotel goals and ensuring deadlines are achieved by direct reports.  Create a fun and comfortable environment for all associates, with focus on teamwork and goal attainment
Maintain an open dialog with owners and asset managers, reviewing budgets, forecasts, P&L and cost containment measures

Responsible for all aspects of the Rooms Division  for a 836 room union property including Front Desk, Housekeeping, Reservations, Guest Services, PBX & Security 
Project Manager for $16 million soft goods renovation  
Coach and mentor managers in their current roles for their next desired role. Work with department heads to ensure we are adhering to corporate standards and proper training is completed for all new managers and associates 
Resolve all guest concerns in a quick and efficient manner ensuring satisfaction and creating brand loyalty.

Assistant Rooms Executive

Successful completion of $63 Million Renovation of a 910 guest room property and over 83,000 square feet of meeting/public space for a transition property  
Restructured housekeeping department, evaluating staffing levels and building a successful Management Team and promoting from within 
Implement and maintain brand standards and hotel policies/procedures  
Successfully managed relationship between United Service Companies, decreasing PTEB
Achieved financial goals for housekeeping department year over year decreasing CPOR and overtime

Executive Housekeeper

Front Office Manager

Successful completion of a $110 Million Renovation of a 501 guestroom property and over 110,000 square feet of meeting/public space  
Opening Executive Housekeeper for a transition property. Successful transition of over 85 associates in the Housekeeping department to a Hyatt property 
Implementation of all brand standards and new programs, policies and procedures.

Jennifer Vieira