Jonathan Brice
Fort Worth,TX
Summary
Knowledge Management expert empowering confident, informed users through clear, accessible product knowledge and answer-driven learning.
Overview
20
20
years of professional experience
5
5
Certifications
Work History
Director of Knowledge Management (formerly Learning
Visual Matrix
Fort Worth, Tx
07.2021 - Current
- Oversee the company’s knowledge management strategy, ensuring resources are accurate, accessible, and aligned with organizational goals.
- Managed knowledge base ecosystem, ensuring high-quality documentation and timely updates for clients and staff.
- Lead a team of product experts dedicated to empowering clients and internal teams through effective knowledge sharing and training.
- Drove learning innovation by developing modern training programs and implementing a new LMS, designing engaging learning experiences for diverse audiences.
- Streamlined tools and workflows to unify learning experience and enhance information consistency across platforms.
- Deliver client and internal webinars to enhance product adoption, promote best practices, and strengthen community engagement.
- Collaborate cross-functionally to reinforce Visual Matrix’s position as a trusted partner to hoteliers worldwide.
Client Service Support Supervisor (French–English)
Visual Matrix
Richardson, TX
12.2016 - 06.2021
- Promoted to Supervisor after six months in recognition of strong performance and leadership skills.
- Managed night operations, overseeing support technicians to resolve escalated issues and handle supervisor-level calls.
- Delivered technical troubleshooting, user guidance, and training for both the desktop and cloud-based versions of the PMS.
- Started as a Client Service Support Representative providing bilingual (French–English) assistance to hotels worldwide using the Property Management System (PMS).
- Supported floor technicians by answering questions, providing real-time assistance, and ensuring service consistency across shifts.
- Conducted post-go-live evaluations for new hotel implementations, verifying setup accuracy and ensuring operational readiness.
- Collaborated with internal teams to enhance workflows and improve system documentation, elevating client satisfaction.
Hotel Manager
Homewood Suites by Hilton
Arlington, TX
10.2014 - 02.2016
- Oversaw daily hotel operations, including front desk, housekeeping, and maintenance, ensuring compliance with brand standards and company policies.
- Assigned and supervised staff duties, monitored performance, and implemented corrective actions to uphold service quality and enhance operational efficiency.
- Recruited, trained, and developed team members, providing ongoing coaching and safety training to support professional growth and regulatory compliance.
- Addressed guest concerns promptly and professionally, fostering high levels of satisfaction and loyalty among guests.
- Led and facilitated regular staff meetings to align teams on goals, updates, and operational improvements.
- Conducted performance reviews and managed personnel actions, including disciplinary procedures and terminations, in alignment with HR policies.
- Maintained accurate administrative records, including cash flow reports, direct bill accounts, credit card transactions, and registration and reservation documents, ensuring compliance with financial regulations.
- Ensured compliance with wage and salary guidelines and monitored labor costs to optimize budget performance.
- Performed General Manager duties, maintaining seamless operations during leadership transitions or absences.
- Responded to guest and team inquiries regarding hotel services, policies, and procedures with professionalism and accuracy.
Hotel Purchasing Assistant
Accor Headquarters
Paris, France
05.2006 - 01.2014
- 2011 – 2014
- Directed the design, installation, and maintenance of 3,000+ hotel signs across France, coordinating with vendors, regulatory agencies, and local authorities to ensure compliance and consistency.
- Managed national support hotline for 600 hotels, resolving inquiries efficiently and strengthening relationships with property teams.
- Drove a $2.5M reduction in operational costs through consistent audits, improved contract adherence, and application of new purchasing regulations.
- Led the Accor Magnum Project (Ibis New Brands) to modernize road signage, realizing $70K in savings by renegotiating contracts with national suppliers (2012).
- Conducted invoice analyses, identifying errors and optimizing controls to achieve $40K in savings (2013).
- 2006 – 2011
- Spearheaded the rollout of an internal order tracking system across multiple Accor brands, improving visibility and operational efficiency.
- Oversaw transmission and processing of 1,500 daily hotel orders, ensuring timely delivery and system reliability.
- Maintained supplier and hotel databases and served as the primary liaison between properties and vendors.
- Authored a detailed user manual to support staff training and standardize system usage.
- Revamped the litigation recovery process, reducing resolution time for up to 60 cases per day from several weeks to under 48 hours.
Education
Bachelor of Arts - Teaching French As A Second Or Foreign Language
The University of Texas At Arlington
Arlington, TX12-2021
Associate Degree +1 - Qualification To Be Asst Manager in Hotels/Rest
Hotel Management & Catering School
Le Touquet, France08-2001
Associate of Arts - Tech Degree Accounting & Marketing in Hospitality
Hotel Management & Catering School
Le Touquet, France08-2000
Skills
- Training program development
- Project management
- Instruction Design
- Content Strategy
- Learning Ecosystem Design
- Knowledge Documentation & Training
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Certification
Certified Instructional Designer, Tarrant County College, Tx
Accomplishments
2024 Vemmy (Visual Matrix Award) - People's Choice Champion
Timeline
Director of Knowledge Management (formerly Learning
Visual Matrix
07.2021 - Current
Client Service Support Supervisor (French–English)
Visual Matrix
12.2016 - 06.2021
Hotel Manager
Homewood Suites by Hilton
10.2014 - 02.2016
Hotel Purchasing Assistant
Accor Headquarters
05.2006 - 01.2014
Bachelor of Arts - Teaching French As A Second Or Foreign Language
The University of Texas At Arlington
Associate Degree +1 - Qualification To Be Asst Manager in Hotels/Rest
Hotel Management & Catering School
Associate of Arts - Tech Degree Accounting & Marketing in Hospitality
Hotel Management & Catering School