Brian Eaton
Product Manager
Dedham,MA
Summary
Experienced and highly determined Product Manager leveraging experience in luxury hospitality and technology implementations. Comfortable working in fast-paced and deadline-driven environment.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Product Manager - OPERA Cloud
Oracle
Dedham, MA
01.2021 - Current
- Product Manager for OPERA Cloud, leading Agile development team with dedicated focus on Reservations module and corresponding APIs
- Planned and oversaw development of major multi-year, multi team development project allowing OPERA Cloud to be positioned for additional markets (Vacation Ownership)
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Coordinate with both internal and external stakeholders to prioritize product roadmap and deliver feature enhancements on time and exceeding customer expectations.
- Prioritize, Manage and reduce Bug Backlog by 20%
- Conduct product demos and training, both internally and for external customers.
Implementation Consultant, Independent Accounts
Oracle
Dedham, MA
09.2018 - 01.2021
- Implementation Consultant leading implementation efforts for Oracle Hospitality's suite of Property Management System (PMS) solutions, including OPERA 5 (on premises and hosted), OPERA Cloud (1.20 and 20.x), OPERA Reporting & Analytics (R&A), Oracle Shared Security Domain (SSD), OPERA Sales & Event Management (OSEM), and OPERA Sales & Catering (S&C)
- Responsible for training, configuration, and support of above products for projects ranging in scope from single property to large multi-property (200+) deployments
- Promoted to Senior Implementation Consultant in August of 2020.
- As Subject Matter Expert (SME) for Reporting & Analytics, Recorded and developed digital learning library for R&A (both internal and customer facing), and oversaw training and support of internal Oracle team members globally to prepare for customer rollout.
- Authored user documentation to help train colleagues, customers, and third party personnel on newly-implemented OPERA Cloud processes.
- Identify and document defects in product offerings, and work with development to establish workarounds and permanent solutions
Residences Concierge
The Ritz-Carlton Club & Residences, Vail
Vail, CO
11.2012 - 06.2018
- Responsible for planning of every aspect of owners and their guests' stays by creating pre-planned vacation itineraries through pre-calling and maintaining constant communication via phone and e-mail for guests arriving on a rolling 90 day basis.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- In addition to planning owners' stays in Vail, assisted with their travel needs worldwide in making reservations through Hotel Reservations Service (HRS), and planning thoughtful and personalized amenities to welcome owners upon arrival in new destinations
- Responsible for front desk duties including check-in/check-out and PBX operations.
Club Lounge Concierge
The Ritz-Carlton, Boston Common
Boston, MA
06.2011 - 11.2012
- Club Lounge Concierge for AAA Five Diamond Award winning property
- Prepared the setup and service of 4 daily meal presentations including light bartending.
- Performed all concierge and front desk duties with highest level of personalized service for all VIP guests with access to hotel's exclusive club lounge.
Learning Coach/Front Desk Agent/Night Auditor
The Ritz-Carlton, Lake Tahoe
Truckee, CA
11.2009 - 05.2011
- Member of opening team for AAA Five Diamond Awarded property
- Night Auditor for 9 months before transitioning into role of Front Desk Agent and then Learning Coach for front office team.
- Responsible for creating processes and procedures for running nightly audit and balancing transactions between Micros POS and Opera PMS systems.
- Coached and mentored less-experienced front office team members to ensure delivery of consistent exceptional level of service.
- Responsible for property rollout of company wide newly introduced loyalty program.
Education
Bachelor's of Science Degree in Resort & Recreation Management - Business
09.2005 - 05.2008
- Honors: Cum Laude
- Internship at Killington Grand Hotel and Resort Villages as Front Desk Agent which lead to a full time position as Front Desk Supervisor overseeing a team of 15+ agents across 4 front desks.
Skills
Staff Training
Hotel Operations
Agile Software Development
Scrum Framework
Property Management Systems
REST APIs
API Governance
Websites
Timeline
Product Manager - OPERA Cloud - Oracle
01.2021 - Current
Implementation Consultant, Independent Accounts - Oracle
09.2018 - 01.2021
Residences Concierge - The Ritz-Carlton Club & Residences, Vail
11.2012 - 06.2018
Club Lounge Concierge - The Ritz-Carlton, Boston Common
06.2011 - 11.2012
Learning Coach/Front Desk Agent/Night Auditor - The Ritz-Carlton, Lake Tahoe
11.2009 - 05.2011
College of St. Joseph - Bachelor's of Science Degree in Resort & Recreation Management, Business
09.2005 - 05.2008