1. MAY 2000 – DECEMBER 2005 THE RITZ-CARLTON HOTEL COMPANY and
MARRIOTT VACATION CLUB INTERNATIONAL (MVCI) - MARRIOTT INTERNATIONAL
Jan. 2003 – December 2005 Marriott Vacation Club International
Director of Service Fulfilment MVCI Services Limited
Europe, Middle East and Asia Cork, IRELAND
• Relocation, development, and execution of Owner Services from UK to Ireland with complete process re-engineering with
Sales, HR, Finance, Marketing, Information Technology, Product Supply, Revenue Management, Resort Operations,
Corporate Operations and Development
• Operation responsible for 22,000 owners in Europe, Middle East and Asia (EMEA) with 8-10 Sales Sites throughout Spain,
France, Italy, UK and Middle East (UAE, Kuwait, Lebanon, Egypt and Bahrain)
• Accomplishments:
Associate
• Achieved overall staff retention of 78% and maintained a 22% turnover in an environment where the industry
average for turnover is 45-50%
• Improved Overall Associate Satisfaction from 76.6% to 82%
• Improved Work Commitment Index to 82.2%
• Achieved Leadership Index of 83.2% from a goal of 81%
• Integrated Gallup Strength Maximisation philosophy into operation for associate development
Owner
• Improved Overall Satisfaction from 68% to 82% through enhanced customer service, eliminating breakdowns and
reducing inefficiencies through re-engineering of key processes
• Reduced Unassigned Owners from 34% in 2002 to 24% in 2003 to 17.3% in 2004 with a goal of 10% in 2005 to get
more owners on holiday
• Improved Calls Answered to 92.3% with an improved staff productivity of 86%
Process
• Relocation, development and execution of Owner Services from UK to Ireland ensuring re-alignment with Global
MVCI processes. Re-engineered processes with Sales, Human Resources, Finance, Marketing, Information
Technology, Product Supply and Revenue Management, Resort Operations and Corporate Operations and
Integration of New Resort Development and Services for EMEA
• Work with Divisional IT to ensure that the effectiveness of all systems and phone switches are maximized with
particular focus on innovation and systems enhancements to improve efficiency, productivity, associate
satisfaction while managing costs
• Responsible for successful process and Member Services Development and implementation for Marriott Grand
Residences exclusive fractional ownership product – 47 Park Street – located in London’s exclusive Mayfair district
• Liaise with the Interval International Organisation to ensure improvements in process for improving MVCI owner
satisfaction
Financial
• Responsible for Annual and 5 Year Long Range Financial Planning including Capital Expenditures Budgets
• Surpassed Revenue Goals with over 14% of owners trading their weeks for Marriott Rewards Points versus a
budget of 12%
• Achieved €31.00 cost per owner week serviced versus a budget of €44.00 through enhancing operational
efficiencies with strategic and significant process re-engineering with key business stakeholders
• Reduced overall budgeted net loss by over 30%
• Increased incremental revenues through promoting ‘one stop shop’ for owners in providing hotel bookings for
Marriott Branded Hotels and Resorts
• Approximately $82,676 in revenue booked per employee annually for owners staying in Marriott and The Ritz-
Carlton Hotels and Resorts worldwide