Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Tchi Willette

Tchi Willette

Aliso Viejo,CA

Summary

Motivated, dynamic, and results-driven hospitality leader with a proven track record of managing hotel operations, driving guest satisfaction, and developing high-performing teams. Known for a hands-on leadership style, a commitment to excellence, and a passion for creating memorable guest experiences. Adept at problem-solving with a win/win approach and recognized for implementing innovative strategies that enhance service delivery, profitability, and team engagement. Constantly exploring opportunities to introduce services that meet the evolving needs of travelers.

Overview

29
29
years of professional experience

Work History

Assistant General Manager / Taskforce General Manager

Great Wolf Lodge
02.2022 - Current
  • Served as interim GM in Scottsdale, AZ (Q4 2022) achieving #1 NPS scores in Room Cleanliness and Arrival.
  • Set and maintained high standards across financial performance, guest satisfaction, and employee engagement.
  • Spearheaded operational training programs, improving retention and leadership development.
  • Enhanced organizational effectiveness through process improvements and innovation.
  • Strengthened brand exposure by cultivating new business relationships and partnerships.
  • Led the lodge to top market and company performance across key metrics.

Assistant General Manager / Interim HR Director

PHR Management Inc. – Anaheim Majestic Garden Hotel
10.2018 - 02.2022
  • Drove service and revenue strategies across operational areas, boosting satisfaction scores 5 points YoY.
  • Reimagined F&B offerings, including a full menu redesign for the on-site restaurant.
  • Regained AAA rating through a successful preventive maintenance program and cleanliness initiatives.
  • Acted as HRD, managing employee relations and policy training during leadership gaps.
  • Oversaw COVID-19 training and compliance during hotel reopening.

Director of Rooms

Wyndham Worldwide Hotels & Resorts
06.2017 - 09.2018
  • Directed the Rooms Division with annual revenue of $15M.
  • Launched guest service initiatives that increased satisfaction and boosted profitability.
  • Managed over 100 team members, ensuring high performance and consistency.

Director of Rooms

Pasea Hotel & Spa
05.2016 - 01.2017
  • Executive leader for luxury hotel grand opening.
  • Oversaw Rooms Division, Spa Operations, and Revenue Management.
  • Developed brand standards and trained teams to meet 4-diamond/4-star expectations.
  • Supervised F&B and pool bar operations, ensuring excellence and alignment with brand identity.

Director of Rooms / Service Culture Trainer / Six Sigma Greenbelt

Westin South Coast Plaza – Starwood Hotels & Resorts
04.1996 - 05.2016
  • Held multiple leadership roles including Director of Front Office, Security, and Claims Manager.
  • Directed hotel-wide service training for all levels, from hourly to executive.
  • Designed and implemented a comprehensive training program for the Rooms Division.
  • Acted as GM when needed, ensuring seamless operational continuity.

Education

Human Resources Certificate -

Rancho Santiago College

Employment Law Training - undefined

Cornell University

Starwood University Coursework - Bachelor-level

Cornell University

Associate Degree - Communication Studies

Irvine Valley College

Business Administration - undefined

Orange Coast College

Skills

  • Hotel Operations & Management
  • Budgeting & Cost Control
  • Revenue Management
  • Event Planning & Coordination
  • Food & Beverage Leadership
  • Team Building & Development
  • Payroll Management
  • Guest Service Training
  • Service Culture Leadership
  • Front Office & Housekeeping Oversight

Hobbies and Interests

Passionate about serving others and mentoring teammates both professionally and personally., Enjoy connecting with people through hiking, nature walks, kayaking, candle-making, and creative DIY projects that transform spaces for fun and connection.

Timeline

Assistant General Manager / Taskforce General Manager

Great Wolf Lodge
02.2022 - Current

Assistant General Manager / Interim HR Director

PHR Management Inc. – Anaheim Majestic Garden Hotel
10.2018 - 02.2022

Director of Rooms

Wyndham Worldwide Hotels & Resorts
06.2017 - 09.2018

Director of Rooms

Pasea Hotel & Spa
05.2016 - 01.2017

Director of Rooms / Service Culture Trainer / Six Sigma Greenbelt

Westin South Coast Plaza – Starwood Hotels & Resorts
04.1996 - 05.2016

Employment Law Training - undefined

Cornell University

Starwood University Coursework - Bachelor-level

Cornell University

Associate Degree - Communication Studies

Irvine Valley College

Business Administration - undefined

Orange Coast College

Human Resources Certificate -

Rancho Santiago College

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