Monterey, California, United States
As Vice President of Guest Experience, Rooms, Loyalty and SPA Operations, Stefan led the team which provides guidance and support for Housekeeping, Front Office, SPA, Retail and Loyalty Operations for over 4000 Marriott International Hotels & Resorts in the Americas.
Direct divisional Rooms & Sustainability operation programming, standards, communication, compliance, learning & development and setting discipline strategy for 600 hotels in North America. Responsible for evaluating, initiating and operationalizing associate and guest experience, cost management and top line revenue initiatives impacting divisional Rooms Operations. Chair of Global Rooms Operations Leadership Forum to help accelerate global discipline initiatives / programming and to support ongoing dialogue and strategic alignment across continents. Designed and successfully implemented the first division wide Front Desk Paid Upgrade initiative in support of Topline Revenue generation. ($5M / 82% YOY Paid Upgrade Revenue Lift in 2016) Leading the design, optimization and divisional implementation of Next Generation Housekeeping Operations and Audit Technology. (engaging 62% of managed hotel portfolio in NA, up 45% YOY). Business Partner and Subject Matter Expert for both global and divisional disciplines in the development and operationalization of existing and proposed branded programs and Loyalty initiatives. Responsible for the design and facilitation of leadership workshops, multi-day discipline training courses, events and conferences in support of ongoing organizational learning & development.
Directed Global Rooms Initiatives, programs, standards, communication & strategy. Developed and advanced Global Rooms Initiatives on Front Desk Paid Upgrading and Next Generation Housekeeping structure and technology. Chaired Global Starwood Forum on Integrated Room Process & Technology to help align cross-functional stakeholders and develop a multi-year road map and strategy for associate facing Rooms & Engineering Technology. Business Partner and Subject Matter Expert in the operational development of global associate/guest facing programming and standards with Starwood Brands, Digital, Market Research and Loyalty (SPG) teams. Complete Project Management & Budget responsibility for various Global Rooms Initiatives & Pilots.
Directed divisional Rooms & Related activities, programs, communication, learning & development and set discipline strategy for 250 EAME hotels. Initiated and chaired the divisional Rooms Advisory Council to help further Rooms Operations Excellence and Dialogue. Responsible for the creation, implementation and compliance of Rooms Standard Operating Procedures and guidelines. Responsible for the operational design and implementation of the divisional Front Desk Paid Upgrade initiative in support of sustained Topline Revenue generation.Led the design and development of the divisional Guest Experience Intelligence program, including hotel education, compliance monitoring and ongoing program and stakeholder support. Business Partner and divisional lead in the redesign and launch of the Global Guest and Customer Experience Survey & Analytics program. Supported the annual property review and divisional escalation process. Business Partner in the design and deployment of marquee global Loyalty initiatives such as SPG Preferences and SPG Keyless. Supported the development and operationalization of global associate/guest facing programming with Starwood Brand, Digital, Market Research and Loyalty (SPG) teams. Divisional Business Partner for Branded SPA Operations support and communication.
Responsible for all operations departments, including Engineering, Rooms Operations, Branded Away Spa, 3 meal restaurant, signature bar and nightlife venues.
Directed all Rooms operations and departments, including Engineering & branded Away SPA operations. Liaison for 3rd party valet operation. Lead Six Sigma Green Belt responsible for overall hotel process improvement.
Rooms Manager (July 2008 – September 2008) Director of Front Office (April 2007 – July 2008) Director of Housekeeping (November 2005 – April 2007) Manager of the Year Award (2006) Regional Housekeeping Advisory Board (2007/8) Member of Starwood College Recruitment Team (2007/8)