Katie Chahi
New York,NY
Summary
Vision-driven change agent with career-long record of business operations and project management success for leading organizations in development and innovation.
A highly-accomplished professional leader with over 20 years of luxury operational and customer service experience. Ambitious and creative with a substantial foundation in luxury operations, business transformation, technology innovation and brand ambassadorship. Demonstrates excellence in project ownership, steering the execution and implementation of novel initiatives to improve services, drive profitability, and cultivate a highly engaged customer experience. Achieve optimal results on-time and under budget by effectively coordinating diverse cross-functional teams with personnel from multiple departments as well as outside contractors. Recognized for superb communication skills, with the capacity to lead and mentor diverse individuals while building productive, professional relationships, fostering a culture built around positivity, accountability, and shared success.
Overview
16
16
years of professional experience
Work History
SENIOR DIRECTOR, PRODUCT TRANSFORMATION
About Objects Consulting
New York, NY
07.2022 - Current
- Responsible for forging a culture of innovation cross disciplinarily
- Conceptualize and implement innovative business transformation initiatives to bolster performance, drive positive customer service experiences, forge profit optimization, establish deeper brand loyalty, and generate strategic sustainable growth
- Execution and coaching of agile methodologies and practices
- Foster transparency within sprints, acknowledge and mitigate dependencies, manage conflict and drive success of overall product and the collective team
- Formulated strategy in partnerships with R&D, and Marketing to push boundaries on innovation, acquire resources, drive a culture a change through organizational layers and practically implement abstract ideas ahead of market
- Curate and gain alignment with senior leaders on multi-year roadmap based on business objectives, innovation pipeline, resource capacity, and risk exposure
- Ensure project teams accountability and timely conclusion of projects by devising detailed strategic milestones, continuous communicating with stakeholders, and minimizing margin of error by empowering leaders
- Liaise with interdisciplinary project teams and directors to identify and troubleshoot technical, financial, and operational concerns
- Lead steering committee to explore findings and define mitigation steps
- Swiftly and decisively identified opportunities to course correct as potential roadblocks to objectives present
- Established a trust with senior leaders and stakeholder that allow for immediate alteration of approach
- Drove through collaboration and alignment with stakeholders KPI’s that clearly represented company’s vision and mission, and established a culture of accountability against independent and shared goals
- Designed, developed and conducted disciplinary trainings globally while concurrently acting as an advocate for continued learning and mentorship
- Enhance employee engagement and decrease turnover by cultivating teams focused on collaboration and inclusion, mentoring team members on optimal productivity strategies, and provided growth opportunities
DIRECTOR DIGITAL GUEST EXPERIENCE, GLOBAL OPERATIONS
Marriott International
New York, NY
07.2013 - 07.2022
- Designed, Developed and Delivered Global Sustainability Product Lifecycle Management Process
- Authored global standards, and process and implementation globally
- Responsible for the successful call center transformation of former Starwood hotels onto Marriotts platform
- Design, developed and delivered both service training for Mobile Check-In and Check-Out for over 6,000 Marriott and Starwood hotel as well as Marriott Bonvoys integrated Mobile Dining solution
- Owned design-specific product or service support relating to mobile property services and guided stakeholders as subject matter expert for overall hotel operational disciplines
- Responsible for curation of global mobile training curriculum
- Delivered trainings to more than 8,000 hotels world wide and global call centers using various mediums such as in-person workshops, webinars, e-learnings, seminars and in collaboration with external venders
- Monitored success of trainings and customer interactions by implementing new cross departmental performance goals and advising underperforming areas with feedback for improvement in real time
- Created a community of regional experts for continued advocacy
- Course corrected when needed
- Identified guest-facing and associate-facing opportunities and authored internal SOP’s and external global stakeholder improvement requirements to mitigate
- Executed multi-sourced projects and initiatives by leading cross disciplinary global teams
- Created roadmaps for innovation that prioritized product and service initiatives that align with company holistic strategy while concurrently generating competitive advantages, gaining marketshare and maximizing profitability
DIRECTOR OF ROOM OPERATIONS
Conrad Hotel
New York, NY
01.2012 - 07.2013
- Launched a new 463-room, five-star luxury hotel in lower Manhattan, directly managing a 65-person staff and assuming responsibility for meeting budgeted and forecasted productivity and financial goals, preparing capital projects, and utilizing various avenues to secure additional revenue
- Assured upholding of standards, achievement of optimal profitability, and minimization of risk by acting as a liaison between ownership and brand
- Corresponded with other management and stakeholders during weekly sales calls, ownership meetings, and weekly ownership meetings
- Built connections with other actors in New York City and Tri-State area hospitality industry by attending relevant city-wide events and functions as representative for Conrad, New York
- Planned and strategized 2013 budget as well as directional game planning for the 2013 to 2016 period alongside fellow Executive Guidance Team Members
- Guaranteed highest-quality service and absence of property neglect by constructing relationships with subcontractors, vendors, and other service providers
FRONT OF THE HOUSE MANAGER
The New York Ritz-Carlton, Central Park
New York, NY
01.2009 - 06.2012
- Established clear goals to monitor performance targets as department head for Five Star, Five Diamond hotel, as well as partnered with Executive team to identify, review, and prioritize optimal strategic initiative, successfully increasing company profits
- Drove adherence to performance metrics and quality standards by coordinating effectively with Director of Housekeeping, Director of Loss Prevention, Sales, and Ladies and Gentlemen, earning a 98.5 percent score for hotel on Ritz-Carlton operational review
- Facilitated attainment of over $12 million dollars in revenue in 2011 by liaising between various delegations to carry out holistic operational needs, Food and Beverage requirements, special requests and social events
- Oversaw full hiring and orientation process for new staff from conducting interviews and issuing job offers to administering training in daily duties and hotel policies
- Scheduled employee shifts, balancing time off requests and other considerations with needs of hotel
- Monitored condition of all guest areas by conducting regular physical inspections and determining needed repairs
- Advised management team on strategies for improving customer services by conducting analysis on ongoing trends
- Delivered an additional $700,000 in revenue in 2011 through the front office up-sell program
- Fostered professional development and retention of Ladies and Gentlemen by creating a personalized mentorship program focused on individual goals and career aspirations
Education
Bachelor of Science - Business Administration And Management
University of Dallas
Irving, TX05-2001
Skills
- Collaborative Leadership
- Audacious
- Innovation / Ideation
- Customer Experience
- Change Management
- Relationship Building
- Scrum/ Agile Methodologies
- Curious
- Development & Training
Timeline
SENIOR DIRECTOR, PRODUCT TRANSFORMATION
About Objects Consulting
07.2022 - Current
DIRECTOR DIGITAL GUEST EXPERIENCE, GLOBAL OPERATIONS
Marriott International
07.2013 - 07.2022
DIRECTOR OF ROOM OPERATIONS
Conrad Hotel
01.2012 - 07.2013
FRONT OF THE HOUSE MANAGER
The New York Ritz-Carlton, Central Park
01.2009 - 06.2012
Bachelor of Science - Business Administration And Management
University of Dallas
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