Fiona McArdle

• Project Lead for Europe Middle East & Africa deployment of Marriott Bonvoy Off Folio Earn and Redeem program, allowing Marriott Bonvoy members to earn and redeem points on dining, spa, recreation and golf in participating locations
• Program is current live in 18 countries, with deployments at close to 200 Managed and Franchise hotels and over 620 venues
• Drive Off Folio KPI's and year over year expansion and metrics growth, which include enrollments, point active members, transaction volume and spend, this supports Continent MBO's, especially related to enrollments and point active members
• Work closely with cross discipline hotel, continent and global stakeholders
• Support Continent Loyalty project cross-discipline workstreams and communication updates

• Project Lead for Middle East & Africa deployment of Marriott Bonvoy F&B Earn and Redeem from proof-of-concept inception, activated across 57 hotels and 270+ venues in UAE and Qatar
• Work closely between Continent Cross-Discipline teams and HQ teams to develop the roll out strategy, finalise training materials and property resources, facilitate training sessions and provide hands on support during installation and go live phase
• Work closely with property teams to provide support, project updates, timely communication, and drive adoption
• Engage teams in feedback sessions and best practice sharing
• Support “Loyalty Mindset” initiatives to drive the adoption of Marriott Bonvoy and Loyalty Above Property, as well as support Loyalty Operations with monthly communication continent customisation for properties.

• Support Change Management & Communications for Marriott and Starwood integration related activities, with 2018 focus on the Big 4 Platform Integration (hotel-wide systems integration)
• In addition to Change and Communications, supported Deployment by taking on Implementation Manager responsibilities during property deployment phases
• 2019 supported post-integration stabilization efforts
• Arrange and host “Listen & Learn” sessions to gain feedback and insight on the integration and current challenges, as well as idea generation
• Create and cascade action plans based on this feedback
• Support logistics and communication for meetings, workshops, roadshows and conferences, ensuring successful delivery and participant experiences
• Events include 2018 BMSC Mashup, Team Workshops, GM Big 4 Kick Off Roadshows, etc…
• Collaborate between Integration, Sales, Marketing, Loyalty & Revenue for internal communication requirements, including the launch of the Weekly Update and channeling their communication through this vehicle
• Supported 18 August 2018 Loyalty (three brands one program) launch day (LD1) continent command center and communications
• Supported Loyalty Peak Off Peak project and cross-discipline communications and launch

• Corporate Office (265 hotels)
• Manage and drive front desk upselling program together with Revenue, to see year over year increase in incremental Rooms revenue
• In 2016 achieved an additional 82% in incremental revenue versus 2014 with a 30% increase in number of reporting hotels
• Support Guest Experience Intelligence analytics and communication with hotel teams, reviewing data, reporting, navigating system and reviewing guest feedback, with a YOY increase of +0.06 to goal and 2015-year end
• Supported and drove CRM platform goals and usage for EAME, monthly follow up with hotels not meeting Master Arrivals Report and StarGuest Engagement Index (SEI) goals
• Support calls offered to assist hotels to drive usage or review response times
• Collaboration between Rooms and Operational Leaders across our global corporate offices to launch new or drive existing programs and systems
• Provide day to day operational support for EAME hotels on Rooms related programs and standards
• Manage hotel Rooms related inquiries, providing operational guidance and on demand analytics/reporting. As such translate findings into divisional SOPs provided to our hotel teams
• Manage the day-to-day logistics and follow up on existing Rooms program implementation and compliance to brand standards and corporate annual goals
• Responsible for the planning and successful execution of divisional Rooms Training Programs, including Rooms & Engineering Academy & front desk upselling
• Provide on demand program, system training/immersions for hotel and regional stakeholders
• Support new openings and conversions from a Rooms perspective

• Oversaw Front Desk, Bell Desk and Guest Service Centre (40 team members). In addition, worked closely with the outsourced Valet Parking, Limo Service and Tour Desk teams
• Guest Experience Index Champion (guest sentiment surveys) - Ensure that guest survey feedback is shared within the hotel and collaborated to drive improvements
• Guest Response Management / CRM Champion - Ensured property usage and response time goals were met and team were using the system to update guest profiles, requests and defects
• Utilized guest preferences to personalize arrival and stay experiences
• Reviewed reports monthly to compare Top Defects with Top Problems from guest surveys to review potential opportunities for operational improvements
• As a Six Sigma Green Belt, responsible to implement and complete 3 projects annually, with a positive impact on revenue, guest experience, and improving our processes to make things easier for our team members or guests
• Loyalty Champion - Work closely with regional loyalty support team to ensure that our yearly/monthly enrollment goals are met, that enrollments are done according to standard, and that regular auditing and reporting is done
• Ensure that guest facing loyalty marketing programs are implemented and team is conversant
• Ensure that guest feedback is addressed in a timely manner, via email, TripAdvisor and Branded Website

Additional roles held:

• Rooms Training Manager
• Rooms Management Trainee (Pre-Opening)