Shane Green > Sandra Rintelen > Laura Mauler > Carrie Bligh > Sang Huang > Todd Bouldin > Kathy Boyd > Joseph Sough > Joshua Miller

SHANE GREEN

President

As an expert speaker and trainer, Shane has delivered keynote speeches, seminars, and intensive training workshops on a variety of subject matters, including leadership, customer service, and team collaboration. Shane also leads executive retreats and facilitates intensive strategic offsite meetings for executive management teams. Working with LRA, much of Shane’s focus is on the development and delivery of Customer Service and Leadership based programs for clients looking to operate at a world class service level; this includes collaborating on programs for the National Basketball Association, San Diego Padres and Sol Melia Hotels & Resorts.

As President & Founder of Shane Green Enterprises, Shane Green ensures all projects are held to the highest standards of excellence. Shane has been the primary global classroom training resource for Starwood Hotels & Resorts for the past 7 years, developing and delivering training modules covering a variety of topics, including StarGuest Recognition, Rooms University, Sheraton Service Promise and the Whatever / Whenever W University. In that time, Shane has worked with all of the Starwood brands, including Sheraton Hotels & Resorts, W Hotels, St. Regis Hotels & Resorts, Westin and the Luxury Collection and delivered content in over countries. In addition to Starwood, Shane has worked with NetJets, UCLA, Hilton Hotels and Interstate Hotels, among others, on a variety of service culture development and training initiatives.

In all of his endeavors, Shane draws heavily from his experience as a manager and trainer for The Ritz-Carlton Hotel Company, stationed at various times in Los Angeles, Atlanta, Shanghai and Osaka. In addition, he has served as Vice President of Operations for Cipriani Hotels Residences, CEO of The Adderly Group, a customer service training company, and Vice President of Sales & Marketing for Pineapple Systems, a customer service software company.

A native of New Zealand, Shane earned his Bachelor’s Degree in Marketing and Business Psychology at Canterbury University in New Zealand. He is also involved in the South Pacific Hotel Corporation in Australia and New Zealand.

SANDRA RINTELEN

Executive Vice President

Sandra Rintelen oversees all operating divisions of Shane Green Enterprises, calling on a unique skill set that mixes management expertise with branding, training and hotel operations experience. Immediately prior to joining SGE, Sandra started the hotel division for Station Casinos in Las Vegas. In this role Sandra was directly responsible for the daily operations of 5,000 hotel rooms, a state of the art call center operation, guest service and quality assurance initiatives, as well as the sales, marketing and revenue management functions.

For most of her professional career, however, Sandra has worked for Starwood Hotels & Resorts Worldwide. Her most recent position at Starwood was as Corporate Director of Operations and Brand Standards for W Hotels Worldwide, where she created the Whatever / Whenever service culture and participated in the design, implementation and rollout of the Language and Lifestyle training. W Hotels owns and operates more than 20 properties throughout the world and was known for its innovation in the upscale hotel arena, introducing lifestyle elements, provocative spaces and delightful indulgences to what had been a staid market segment. Sandra‚s role was to ensure that the brand promise advertised throughout the world was documented into a distinct service culture, implemented and delivered consistently globally. Prior to that, Sandra was Corporate Director of Rooms for Starwood as a whole. In that role, Sandra opened and transitioned more than 45 properties, including hotels and resorts such as the St. Regis Monarch Beach, the Westin Diplomat, the Westin Times Square and the Sheraton Wild Horse Pass. In addition, the developed and rolled out the “Sheraton Service Promise” service culture initiative to all Sheraton properties worldwide.

Sandra holds a masters degree in hotel management from Cornell University as well as a Bachelors Degree in Marketing, Management and Psychology.

LAURA MAULER

Director Content Development & Master Trainer

Laura Mauler is a dynamic leader with insight, vision, and the enthusiasm necessary to inspire and garner impressive results. She is adept at interpreting, relating and adapting training and development programs to successfully drive organizational initiatives.

Laura offers more than 14 years of experience in training and development. She has worked with Fortune 1000 companies, among them Intuit and Sprint, where she earned recognition as a top performing sales leader and development coach. Her responsibilities included hiring, training and developing high performance sales and service teams. She applies her LEAN / Six-Sigma tools to identify change opportunities and develop, then implement training and coaching programs that effectively drive increased performance, productivity and revenue growth. Most recently, she has worked with LRA on the design and delivery of a guest service training program for Gran Meliá, the luxury hotel brand for one of the world’s largest hotel companies, Sol Meliá Hotels & Resorts.

She is fluent in Spanish and English, and has worked extensively in Latin America and Asia; her background allows her to easily bridge cultures and varying workplace environments.

Laura holds a Master’s Degree in Organizational Management and earned her Human Resource Management Certification from the University of Phoenix. Her undergraduate studies earned her a Bachelor’s of Science in Health and Sports Sciences from Ohio University. As a life-long learner, Laura continually stays abreast of industry trends through the completion of multiple training courses, seminars and self-study and is a member of the Society for Human Resource Management (SHRM).

Carrie Bligh

Content Development & Master Trainer

Carrie Bligh is a multifaceted, hospitality professional with over a decade of management experience. Most recently, Carrie was the Director of Team Member Development with the Arizona Biltmore Resort and Spa where she was responsible for the development and facilitation of service and leadership training for 1200 associates. Prior to that, Carrie spent 2 seasons with the Phoenix Suns as the Director of Account Experience, developing the season ticket service team and leading them to one of the highest renewal rates in the NBA. Carrie has also acted as Training Manager for PGA National Resort and Spa, Training Consultant for CSG / Jonus Software and multiple positions within Marriott.

Sang Huang

Master Trainer - APAC

Co-founder of HVS Global Hospitality Services’ parking consulting division
Corporate Six Sigma Black Belt for Starwood Hotels and Resorts Worldwide
Property experience included The Westin Copley Place Hotel in Boston, The St. Regis New York and the Marriott in Newport
B.S. in Hospitality Administration
Real Estate Finance Certification

Todd Bouldin

Master Trainer - Americas

Corporate & Business Attorney
Visiting Assistant Professor at Pepperdine University
Management and communications consultant for political campaigns, nonprofits, and corporations such as Krohl and The Coca-Cola Company
Former Counselor to U.S. Vice President Albert Gore, Jr., Deputy Campaign Manager for U.S. Rep. Jim Cooper, and the Legislative Director for U.S. Rep. Bob Clement
Juris Doctorate degree from the University of Tennessee College of Law
Master of Divinity degree from Princeton
Bachelor of Arts at Abilene Christian University

Kathy Boyd

Master Trainer - EMEA

Expert Corporate Trainer
Specialist in team building, experience management and staff management
Master Trainer for Starwood’s StarGuest Recognition Rollout in which she trained the guest recognition program in over 24 countries mainly focusing on the European Market
Fluent in English, Spanish and French
Travel Specialist for World Strides
Corporate Trainer for Nielson Media Research
Bachelors degree in Marketing from the University of North Texas

Joseph Sough

Master Trainer - EMEA

Specialist for the luxury, boutique hotel market
Held Management positions for Kimpton Hotels, The Tower Beverly Hills, Shangri La and W Hotels
Bachelors degree in Communications
Design degree from the International Academy of Design

Joshua Miller

Master Trainer - EMEA

Director of Asset Management for HVS
Specialized in feasibility and investment analysis, development planning, operational improvement and asset management
Direct Management experience: Mirage Casino & Resort in Las Vegas
Author of ‘The Ten Keys to Legendary Service’
Bachelors Degree from Cornell University