Joe M kim
Project Management
Seattle,WA
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in various forms of operations to to quickly adapt into the environment and deliver exceptional result in deployments and post-deployments support. . Skilled at identifying or anticipating problems and providing solutions. Excelled in balanced communication with key project stakeholders to ascertain project scopes, and ensure full integration resulting in satisfaction of all stakeholders. Applying creative and analytical approach to operations for continuous process improvement
Overview
13
13
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Manager, Training Delivery - Openings & Transition
Marriott International, Inc.
Bethesda, MD
05.2019 - Current
- Facilitated various trainings for 19 different brands at 62 Hotel Openings & Conversions in US, Canada and CALA, which included conducting video calls, conference calls, and other monthly meetings
- Created and executed Brand Reactivation plans for St. Regis brand team, including training schedule and content
- Expanded cross-functional organizational capacity by collaborating across various departments in Marriott International organization on priorities, functions and common goals
- Reviewed and restructured training modules coordinated course schedule and updated all training manuals accordingly
- Collaborated with several teams and reorganized opening procedure, in addition to worked with Operations Trainers and designed templates for scheduling
- Tracked progress of hotel wide integration of EMPOWER: Guest Experiences platform by creating reports to analyze utilization and adapted plans to maintain progress during cadence of post-opening calls
Project Manager
Marriott International, Inc.
Bethesda, Maryland
11.2017 - 05.2019
- Oversaw seven projects in 2018 as Project Lead that spanned over 43% of Program Execution business, spanning over 9,400 billable hours, and participated in additional three projects as Contributor to support other Program Execution Managers
- Acting as liaison between OSR and Hotel Openings & Transitions to resource, schedule and train OSR Managers to support hotel openings and conversions
- Provided remote support to hotels, executing ERS implementation pre-work (i.e., Room Pool/Type Configuration, Market Code Building and Reservation Conversions)
- Trained and launched NGH program in partnership with Amadeus at the Portland Marriott Downtown Waterfront
- Led Implementation Support team in preparation of new Loyalty Program and guest relations platform, EMPOWER: Guest Experience to over 5000 hotels globally
- Reviewed & revised Marriott Moments market testing in Miami/Fort Lauderdale to support the Customer Experience (CX) Insights team, and delivered on-site training to improve hotel engagement level, drive site traffic and evaluate the impact of hotel execution to overall program
- Consulted CX Insights team on our new home sharing platform, Tribute Portfolio Homes, to provide robust Housekeeping Operations training program for our HMC partner, and coordinate product testing for three new markets in Europe
- Supported Sheraton Boston and W Boston during the Reservation Platform Integration while providing additional support during the Work Stoppage game plan & execution
- Partnered with Global Brand Management team to improve engagement of Franchised Marriott Hotels in US by 40% YoY, and secured additional program support for 2019
Mobile Guest Services Deployment Team
Marriott International, Inc.
Bethesda, Maryland
08.2013 - 09.2016
- Implemented Mobile Check In/Out & Mobile Request in 3400+ hotels ranging in 11 different portfolios throughout the Americas by providing operational/technical support to the Property Coaches and GMs
- Conducted 23 property visits in five different markets in preparation of Mobile Check In initiative, reporting to Area Vice Presidents for franchised properties and Area Director of Operations for managed properties
- Oversaw the post-initiative and performance enhancement of Mobile Operations, developing relationships with Front Office leaders in the region and created training materials/resources and Best Practices to distribute in Marriott Global Source
Operations Manager, Operations Support Resources
Marriott International, Inc.
Bethesda, Maryland
01.2012 - 11.2017
- Completed 58 task force assignments within US and Canada, servicing 13 different brands and achieved cumulative score of 100% in Overall Satisfaction with the OSR Manager in OSR surveys
- Supported Hotel Openings & Transition team and Learning + Development team with four new-build hotel openings and five brand conversions (including Atlantis Resort by Autograph Collection, Houston Marriott Marquis, and Chicago Marriott Marquis), training the leaders and associates in Front Office operations and FSPMS systems training
- Executed two SOAR assignments to guide Franchisee partners through brand standard operational support and senior property leadership trainings
- Nominated for Global Discipline Awards for the EDGE Front of the House Award, recognized for outstanding leadership and commitment in 2015
- Contributed as Rooms Discipline leader, hosting monthly discipline calls, distributing recent developments and updates that could impact the OSR Rooms Operations
Education
Bachelor of Arts - Hospitality Business Management
Washington State University
Pullman, WA 09.2006 - 05.2011
Bachelor of Arts - International Business Management
Washington State University
Pullman, WA 09.2006 - 05.2011
Skills
FSPMS
LightSpeed
Opera
FOSSE
MARSHA
EMPOWER: Guest Experiences
Mobile Guest Services
HotSoS
Office 365
SmartSheet
Various Brand Operations
Rooms Operations
Timeline
Manager, Training Delivery - Openings & Transition
Marriott International, Inc.
05.2019 - Current
Project Manager
Marriott International, Inc.
11.2017 - 05.2019
Mobile Guest Services Deployment Team
Marriott International, Inc.
08.2013 - 09.2016
Operations Manager, Operations Support Resources
Marriott International, Inc.
01.2012 - 11.2017
Bachelor of Arts - Hospitality Business Management
Washington State University
09.2006 - 05.2011
Bachelor of Arts - International Business Management
Washington State University
09.2006 - 05.2011