Business Support Manager
Supported enterprise financial systems for 125+ hotels across the Americas, serving as the primary contact for hotel finance teams and providing responsive customer service, issue resolution, and end‑user support. Led and supported implementations of FairPlanner and related financial planning systems across multiple hotel brands, ensuring users received clear communication, training, and guidance throughout budgeting, forecasting, and reporting cycles. Played a key role in major rollouts, including Kimpton and IHG Army Hotels, by defining requirements, validating functionality, and delivering training that enabled smooth adoption. Supported annual budgeting and forecasting cycles by ensuring system readiness, validating financial data, and resolving issues quickly to maintain planning timelines. Partnered with finance, IT, and product teams to gather requirements, communicate enhancements, and support continuous improvement of enterprise financial applications. Designed and executed User Acceptance Testing (UAT), validating business processes, financial calculations, integrations, and reporting functionality before production releases. Investigated production issues, performed root cause analysis, and collaborated with developers and consultants to deliver timely resolutions. Created validation checklists, documentation, and issue‑tracking logs that improved consistency and reduced risk. Provided end‑user support using ServiceNow to document, track, prioritize, and coordinate incident resolution. Delivered instructor‑led training, Budget and Forecast Kickoff sessions, office hours, and user documentation to help users navigate financial systems confidently. Supported on‑site PeopleSoft Financials implementations by delivering end‑user training, testing, and go‑live support. Utilized SQL to query databases, validate financial data, troubleshoot defects, and support system maintenance.
InterContinental Hotels Group
