J EANETTE M C K ENZIE -J OHNSON

Phoenix, AZ 85083
347.385.3445 | jmckenziejohnson611@yahoo.com

EXECUTIVE-LEVEL OPERATIONS MANAGEMENT PROFESSIONAL

Accomplished senior-level management professional, developed from working in a diverse array of industries
and environments, including distribution, hospitality and reservations, technological, sales and marketing.
Possess a strong background in global distribution, project management, e-commerce, call center management,
team leadership, staff development, problem solving, and strategy implementation. Proven track record in costs
reduction and increased revenue.
Areas of Expertise:
Revenue Management
Contract Management
Relationship Building
Travel & Tourism

Strategic Business Planning

Business Intelligence
Advisement & Counseling
Information Management

Marketing & Branding

Account Management
Customer Service
Group Sales

Professional Career Overview

CHOICE HOTELS INTERNATIONAL | Phoenix, AZ | 2014 Present
Senior Manager, Content Production and Distribution
Manage global distribution and e-commerce channel management operations for over 6,400 franchise hotels.
Oversee department of 30 associates, such as supervisors, team leads and coordinators.
Developed operational functional groups for optimization of work intake processes.
Collaborated with Instructional Design and Training teams to create knowledge base for department, as
well as create DCM specific trainings.
Contributed to creation of departmental SOPs.
Analyzed current databases and support tools and recommended strategies to streamline workflow
processes, effective channel management, and increase revenue.
Managed the strategic day-to-day operations and aligned tactical processes with all internal teams

(sales & marketing, ecommerce, IT, call centers and revenue).

Established department operational processes and procedures to ensure business compliances.
Work with choice Edge team to help identify gaps in current databases and process to ensure the new
platform operates with next gen efficiency.
Designed SLA matrix for all work streams.
Developed and conducted training in key functional areas to support operational needs of organization.
Created weekly and monthly reports for senior management measuring key performance metrics, such
as intake and output volume and team contribution.
Identify and resolve system issues related to OTA connectivity, GDS, CRS databases and other tools
and applications utilized by Data & Channel Management by working continuously with various IT
teams.
Partnered with key internal stakeholders to align end-to-end processes and procedures for efficiencies
and customer satisfaction.
Knowledgeable and proficient on all Choice Legacy operational systems (such as RSS, JAM, Rate
Center and CRS, Rates).
Act as point of contact for all escalations related to systems and franchisee issues.

DENIHAN HOSPITALITY GROUP | New York, NY | 2011 2014

Corporate Director of Reservation Services for Denihan Collection of Hotels (2013 2014)
Developed and communicated departmental strategies and goals to align with overall company goals and
ensure all staff was properly trained and had tools. Also ensured needed resources were effectively carried out
and goals achieved. Oversaw staff of 36 associates, which included managers, supervisors, team leads, and
agents. Met with general managers, VP Sales and Marketing, and revenue managers to discuss account
production and ways to improve website traffic, as well as voice and online bookings.
Contributed to management of hotel revenue generation and maximization through full utilization of
company systems, business processes, and specifications.
Ensured guest satisfaction data was analyzed and plans developed and implemented to achieve
established goals.
Monitored and developed team member performance to include, but not limited to, providing
supervision, scheduling, conducting counseling and evaluations, providing professional development
and delivering recognition and reward.
Prepared and distributed to Leadership Team Call Center reports by brand and property level (total
calls, revenue, and ADR and conversion percentage).
Monitored and analyzed dailt and weekly competition through shop reports and Internet to identify
selling strategies and market trends.
Developed workflow and other operational processes for new property implementations.
Distribution Manager, Affinia Hotels, Benjamin, James Hotels and Surrey (2011 2013)
Oversaw all company-wide electronic channel revenue delivery for all hotels. Managed distribution relationships
from contract negotiation to implementation with online travel partners, Expedia/Hotel.com, Travelocity, Orbitz,
Priceline, Hotwire and, Agoda. Managed team of 14 analysts and the operational processes associated with
distribution of properties effectively through all OTA channels. Oversaw and trained team of distribution analysts
that handled rate loading for all properties via all channels of distribution.
Served as key Account Manager maintaining relationships with assigned distribution partners, which
included daily communications, sales initiatives, as well as revenue tracking and reporting.
Configured and on-boarded all company-wide OTA accounts via their extranet and channel
management systems, such as EZ Yield, Derby Soft and Pegasus ADS. Configured, mapped, and
coded all rates and content information for all Opera properties.
Contributed to implementation of IDEAS (Revenue Management System).
Maintained all CRS/PMS interfaces to ensure proper transfer of accurate data to all channels.
Developed and maintained SOPs for all negotiated packages and promotional rate plans for use by all
Revenue, Front Desk and Accounting teams.
Conducted GDS comp-set analysis to ensure accurate content and rate integrity.
Managed all GDS marketing strategies and initiatives for chain.
Collaborated with the BI team to clean up rate and market codes for accurate reporting, as well as
worked closely with IT team in resolving technical issues in CRS/PMS.
LOEWS HOTELS | New York, NY| 2008 2011
Manager, Hotel Revenue Distribution
Contributed to development and creation of brand electronic distribution and e-commerce business from the
brand for four (4) star luxury hotel chain in the US and Canada. Grew annual brand direct channel distribution
room nights and revenue optimization platforms form the ground up.
Acted as on-board all company-wide OTA partner in connectivity via direct channel to PMS or via third
party extranet sites and alternate platforms, such as HBSI.
Managed distribution relationships with online travel partners, Expedia/Hotel.com, Travelocity, Orbitz,
Priceline/Hotwire and Mark Travel. Achieved year-over-year partner room night delivery growth of more
than 25%.
Directed day-to-day reservation operations for Loews Hotels external Central Reservation Services
(VAS) Virtual Agent Services, Brunswick, Canada. Reservation staff of 26 agents who handled
reservations for chain. Trained agents on booking reservations utilizing Opera V5 Reservation System,
trained on reservation standards, and provided reservation summary reports by property for the chain.

Collaborated with operations to develop and implement sales and merchandising technology initiatives
to optimize distribution of properties through all OTA channels.
Experienced with global and independent distribution systems and data collection and storage points
(including Lanyon and Pegasus).
Proficient with system functionality of electronic distribution channels, which included ADS, GDS and
OTA / Wholesale channels. Managed GDS department, which included relationships with all GDS
systems and switch provider (Pegasus). Maintained optimization of GDS rate loading and content in
both GDS and IDS (Pegasus). Coordinated global GDS marketing activities for all properties.
Directed testing process, which included user testing from customer perspective and functional testing.
Coordinated with IT and CRS team for final implementation of all systems.
Maintained accurate information on property content in all distribution channels (GDS), Internet
distribution systems (IDS), the central reservation system (CRS) Opera, hotels websites, and OTAs.
Obtained and disseminated all pertinent business intelligence on industry trends, particularly trends on
competition, and communicated to VP of Global Sales.
Partnered with Internet sales companies, closed businesses, and forged contractual relationships
(Expedia, Orbitz, Travelocity, etc.).

INTERCONNECT-USA, LLC & MILFORD PLAZA HOTEL | New York, NY| 2005 2008
Senior International Sales Manager
Served as Contract Manager for $17M annual account production. Developed target line and action plan for
account solicitation to increase sales from International Corporate, Incentive and Leisure markets
(FIT/Wholesale) and Tour and Travel. Exceeded hotel goals by $1.8M in FIT/wholesale and group sales.
Trained and supervised group sales support staff.
Maintained good relationships with existing key accounts to increase revenue and market share from
international sector.
Attended international and domestic trade shows and conventions to promote new business and
increase sales.
Conducted property tours and promoted facilities and guest services.
Arranged familiarization trip for international clientele for hotels.
Analyzed market share, account rate variances, and production.
Developed and managed account listings of over 300 corporate, incentive, as well as tour and
travel companies.
ADDITIONAL CAREER OVERVIEW
Director of Instructional Services, Hospitality Travel and Tourism Industry Program
VOCATIONAL FOUNDATION | Brooklyn, NY, 2000 2002; 2003 - 2005
Reservations and Revenue Manager | ROOSEVELT HOTEL | New York, NY, 1997 2000
Group Sales Manager | SRS WORLD HOTELS | New York, NY, 1994 1998; 2002 - 2003
Supervisor, Meetings, Groups and Incentive Department | THE LEADING HOTELS OF THE WORLD
New York, NY, 1987 1994

Education & Credentials

Bachelor of Arts in Internet Marketing, Full Sail University, Currently Enrolled
Bachelor of Science in Business Administration (Minor in Marketing)
South Carolina State College, Orangeburg, SC
Associate in Hotel, Travel and Tourism, Taylor Buisness Institute, New York, NY
Certifications
Trust II Reservations/GDS Systems Certificate (to train SABRE-GDS)

Technical Skills
Microsoft Office 2012 Applications; Lotus Notes
Hotel Reservations, Marketing and Catering Systems:
Delphi, Salesforce, Fidelio, Opera V5, HBSI, EZ-Yield, iDEAS, Forward Keys,
GDS Certified (Amadeus, Sabre, Apollo & Worldspan)
Lanyon RFP, Lanyon 3c Content Manager, Lanyon GDS Publisher, Pegasus ODDR, Trust II, REZSTAR-2000,
Synxis Version 6.14, Epitome PMS,
Choice Hotel Distribution Systems (RSS Jam, Choice Advantage & Rate Center)