The Dean, Providence
Client
ASH Hotels
Year
01/01/2022 - 01/01/2023
Work
Led Operations Development & Strategy focused on elevating the property's overall guest experience and service standards while strengthening its position within the ASH brand portfolio.
Reimagined Guest Experience Programming and touchpoints to create a more intentional, cohesive journey across pre-arrival, in-stay, and post-stay interactions.
Developed digital-driven VIP Amenity Programs designed to deepen engagement with high-value guests, create meaningful touchpoints, and generate greater traction with the property's most valued clientele.
Strengthened guest literature, communications, and property programming to create a more cohesive expression of the brand and reconnect the guest experience following COVID.
Refined Management Systems and cross-departmental communication to reconnect operational teams, improve information flow, and restore consistency across the property.
Elevated Brand Standards and service culture through enhanced training, programming, and leadership practices designed to bring the property in line with the evolving standards of the ASH portfolio.
Led Employee Training & Development to reinforce elevated service expectations and ensure teams were equipped to deliver a more thoughtful, personalized guest experience.
Created and refined SOPs and operational best practices to strengthen consistency, close service gaps, and establish sustainable standards that supported the continued elevation of the property and broader ASH brand.
