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It’s the people that make Service Metrics Group the kind of company it is. We hire and work with people who are adept, determined, and intelligent. We favor ability and potential, just as much as we favor experience. Although the Service Metrics Group team shares common goals and visions for the organization, we hail from all walks of life, speak multiple languages, and reflect the global range of customers we serve. And when we're not at work, our team pursues hobbies and interests that range from bowling to beer and running to rock climbing.
Grace Kwong
Grace oversees the company’s day-to-day operations in the Asia-Pacific region. Based in Hong Kong, she is responsible for the recruitment, training, and coaching of field Analysts as well as an array of project management duties.
Grace’s experience in the quality assurance and mystery shopping field includes work with many well-known brands in the retail, hospitality, and restaurant industries, including Anna Sui, Burberry, Christian Dior, Guerlain, Hard Rock International, Hilton Hotels & Resorts China, Holiday Inn Hotels & Resorts, Loewe, Louis Vuitton, Piaget, Ruth's Chris Steakhouse, Subway Restaurants, Triumph, and Wellcome.
Complementing her expertise in customer experience measurement, Grace also has a wealth of experience in the television advertising and employee recruitment fields. Prior to joining Service Metrics Group, she has held various leadership roles in hotels that include the InterContinental Grand Stanford, Inn Lodge Portsmouth, and Ramada Hotel Reading.
Her educational background includes a Bachelor of Science degree in International Hotel Management from the University of Buckingham, as well as extensive studies and advanced degrees from IHTTI School of Hotel Management in Neuchâtel, Switzerland , Bellerbys College, and Maria College.
Grace’s experience in the quality assurance and mystery shopping field includes work with many well-known brands in the retail, hospitality, and restaurant industries, including Anna Sui, Burberry, Christian Dior, Guerlain, Hard Rock International, Hilton Hotels & Resorts China, Holiday Inn Hotels & Resorts, Loewe, Louis Vuitton, Piaget, Ruth's Chris Steakhouse, Subway Restaurants, Triumph, and Wellcome.
Complementing her expertise in customer experience measurement, Grace also has a wealth of experience in the television advertising and employee recruitment fields. Prior to joining Service Metrics Group, she has held various leadership roles in hotels that include the InterContinental Grand Stanford, Inn Lodge Portsmouth, and Ramada Hotel Reading.
Her educational background includes a Bachelor of Science degree in International Hotel Management from the University of Buckingham, as well as extensive studies and advanced degrees from IHTTI School of Hotel Management in Neuchâtel, Switzerland , Bellerbys College, and Maria College.
Robb Scott
Robb knows how things work and keeps them that way. Every aspect of technology, systems, and reporting expertise at Service Metrics Group is overseen by Robb. He executes various programs and oversees technical support for the company's services. He continues to develop and enhance Service Metrics Group’s quality inspection evaluation, customer satisfaction, and online reputation management systems and platforms.
Robb’s customer-service focused background began in the retail arena where he was a guest service trainer and manager. Robb has worked for companies that are considered leading in guest service in their respective markets including Starbucks Corporation and Costco Wholesale Corporation. Robb then moved to the information technology field acting as a project manager and account manager for large scale network implementations and monitoring. Some of his clients have included Flowserve Corporation, The Port Authority of New York & New Jersey, and Discovery Communications/Animal Planet. Robb was not only charged with overseeing projects but also maintaining large-client relationships.
Robb’s most current experience lies with FreemanGroup where he oversaw the company's technology department. As Vice President of Technology, Robb was faced with finding technology solutions for guest satisfaction measurement across multiple industries. While with FreemanGroup Robb migrated the mystery shop program to an industry-leading platform with customizable dashboards and a full suite of reporting. Robb also developed a proprietary customer satisfaction survey platform with complete customization features for the end user. To date this platform has sent out over a half of million email surveys. Robb was also faced with an ever-changing social media landscape within the hospitality industry and cultivated a partnership with a software company to provide a custom platform giving clients the unique ability to manage their online reputation from a single source.
Robb attended the University of North Texas and studied business administration.
Robb’s customer-service focused background began in the retail arena where he was a guest service trainer and manager. Robb has worked for companies that are considered leading in guest service in their respective markets including Starbucks Corporation and Costco Wholesale Corporation. Robb then moved to the information technology field acting as a project manager and account manager for large scale network implementations and monitoring. Some of his clients have included Flowserve Corporation, The Port Authority of New York & New Jersey, and Discovery Communications/Animal Planet. Robb was not only charged with overseeing projects but also maintaining large-client relationships.
Robb’s most current experience lies with FreemanGroup where he oversaw the company's technology department. As Vice President of Technology, Robb was faced with finding technology solutions for guest satisfaction measurement across multiple industries. While with FreemanGroup Robb migrated the mystery shop program to an industry-leading platform with customizable dashboards and a full suite of reporting. Robb also developed a proprietary customer satisfaction survey platform with complete customization features for the end user. To date this platform has sent out over a half of million email surveys. Robb was also faced with an ever-changing social media landscape within the hospitality industry and cultivated a partnership with a software company to provide a custom platform giving clients the unique ability to manage their online reputation from a single source.
Robb attended the University of North Texas and studied business administration.
Shanna Mavis
As the Operations Director for North America, Shanna is accountable for leading the team’s efforts in the coordination and completion of a variety of projects. Shanna manages recruiting, scheduling, and the Analyst team.
Prior to joining Service Metrics Group, Shanna was a Senior Tax Advisor and Certified Master Instructor for H&R Block and the owner of S. Deezy’s Fabulous Fried Chicken.
Originally from Okmulgee, Oklahoma, Shanna graduated with honors from Northeastern Oklahoma A&M College where she earned a Computer Science & Programming degree.
In her spare time, she enjoys spending time with her family and friends and traveling. She enjoys reading, watching movies and playing games. She eventually plans on earning another degree in Psychology and fulfilling her lifelong dream of opening another family-owned restaurant.
Prior to joining Service Metrics Group, Shanna was a Senior Tax Advisor and Certified Master Instructor for H&R Block and the owner of S. Deezy’s Fabulous Fried Chicken.
Originally from Okmulgee, Oklahoma, Shanna graduated with honors from Northeastern Oklahoma A&M College where she earned a Computer Science & Programming degree.
In her spare time, she enjoys spending time with her family and friends and traveling. She enjoys reading, watching movies and playing games. She eventually plans on earning another degree in Psychology and fulfilling her lifelong dream of opening another family-owned restaurant.
William Schumacher
Affectionately referred to as "Bill the Programmer", this is the guy that designs code, writes new code, understands existing code, modifies existing code, and makes sure the existing code still works. If it sounds like we're speaking in code, then move on the the other Will's bio (below). Otherwise, you can appreciate the many things that folks like Bill do. This is the guy that makes sure everything works all the time. Want to know why we logged less than four hours of system downtime over the entire course of last year? This is the gentleman to thank.
Bill's work experience ranges from a Network Analyst with Texas Health Resources, to the Network & Systems Administrator for Intellys. And since no Service Metrics Group team member's resume is absent of customer service expertise, Bill's includes experience with Center Partners, a leader in inbound consultative sales, technical support, fraud prevention, customer loyalty, outbound campaigns, order entry/fulfillment, IT Helpdesk and more.
Bill attended North Idaho College where he studied Computers and Networking.
Bill's work experience ranges from a Network Analyst with Texas Health Resources, to the Network & Systems Administrator for Intellys. And since no Service Metrics Group team member's resume is absent of customer service expertise, Bill's includes experience with Center Partners, a leader in inbound consultative sales, technical support, fraud prevention, customer loyalty, outbound campaigns, order entry/fulfillment, IT Helpdesk and more.
Bill attended North Idaho College where he studied Computers and Networking.
Will Tarrant
Will’s hospitality career began at the acclaimed O’Henry Hotel before joining Carlson Rezidor Hotel Group and Radisson Hotels & Resorts. Early in his career, his experience was focused in the areas of front office/guest services, revenue management, and facilities/housekeeping management. He held departmental and divisional leadership positions including Executive Housekeeper, Front Office Manager, Revenue Manager, and Director of Rooms for various hotels in North Carolina, Oklahoma, and Texas.
Will’s most recent experience in hotel operations was serving as General Manager for Dallas-based Hospitality Management Corporation and he has overseen openings, conversions, and renovations for hotels ranging from economy to upscale in varying market environments. Will’s experience includes work with institutional hotel ownership firms as well as private owners.
In the hospitality training and consulting arena Will has served on new opening teams for L’Auberge Del Mar, MGM Grand at Foxwoods, CityCenter Las Vegas, and Hyatt Regency New Orleans. Additionally, he has facilitated property-wide standards development and training implementation for hotels and casinos such as Monte Carlo Resort & Casino, The Mirage, New York Hilton Midtown, The Setai Miami Beach and Windsor Court Hotel. Will has also helped deploy measurement solutions for companies such as Millennium Hotels & Resorts, Benchmark Resorts & Hotels, Hard Rock International and MGM Resorts International, among others.
Will graduated from High Point University with a Bachelor of Arts Degree in Human Relations and a Bachelor of Science degree in Business Administration. He is also a classically trained butler and a member of the International Institute of Modern Butlers.
Will’s most recent experience in hotel operations was serving as General Manager for Dallas-based Hospitality Management Corporation and he has overseen openings, conversions, and renovations for hotels ranging from economy to upscale in varying market environments. Will’s experience includes work with institutional hotel ownership firms as well as private owners.
In the hospitality training and consulting arena Will has served on new opening teams for L’Auberge Del Mar, MGM Grand at Foxwoods, CityCenter Las Vegas, and Hyatt Regency New Orleans. Additionally, he has facilitated property-wide standards development and training implementation for hotels and casinos such as Monte Carlo Resort & Casino, The Mirage, New York Hilton Midtown, The Setai Miami Beach and Windsor Court Hotel. Will has also helped deploy measurement solutions for companies such as Millennium Hotels & Resorts, Benchmark Resorts & Hotels, Hard Rock International and MGM Resorts International, among others.
Will graduated from High Point University with a Bachelor of Arts Degree in Human Relations and a Bachelor of Science degree in Business Administration. He is also a classically trained butler and a member of the International Institute of Modern Butlers.
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Copyright © 2012-2023 Service Metrics Group LLC and Service Metrics Group Limited. All rights reserved. All trademarks and registered trademarks are property of their respective owners.