16 min read

Meet our Customer Success Managers at ALICE

So you’ve decided to invest in operations software ….That’s great news! We couldn’t be more excited for you to optimize your hotel. You’re looking for software that is user-friendly, integrates with your existing systems, and supports your team. But how do you know that the software you choose will have a team working for you and rooting for your success?

Hospitality is people-centric. Align with a vendor who understands the workings of the hospitality business. At ALICE, it’s not just about finding the right software, it’s about working with a team that can help your hotel run smoothly and efficiently.

Meet ALICE Customer Success Management team - here to be your biggest advocates and make sure you’re leveraging ALICE to the fullest for hotel optimization. We are your main point of contact after implementation. We are hoteliers, teachers, parents, travel enthusiasts - all invested in your success.

Shannon Omsberg, Senior Director of Account Management

“Doing the right thing is never the wrong thing.” -Ted Lasso

Shannon Omsberg - Customer Success Director ALICE

Born and raised in Orlando, Florida, Shannon knows the profound impact of a magical hospitality experience. She channeled this passion into her studies at the University of Central Florida, where she majored in Hospitality Management. Shannon’s career began in hotel operations and sales at the JW Marriott and Ritz-Carlton Grande Lakes Resort, she continued to partner with hotels during her time in Expedia Market Management, and she honed her distribution and technical expertise through 8 years of Key Account Management at TravelClick/Amadeus. 

Shannon is delighted to be leading this amazingly talented ALICE Customer Success Management team in their vision to help businesses deliver exceptional hospitality by cultivating consultative and strategic partnerships. “We endeavor to make our customers feel confident and empowered through proactive, data-driven, and consistent collaboration.” 

Outside of ALICE, Shannon enjoys live music, entertaining and interior decorating, gardening, and, of course, traveling! She spends all the quality time she can with her husband, son, and two dogs, and recently moved back to the East Coast to be closer to family after spending 8 years living in colorful Colorado.

Robbie Tittle, Customer Success Manager

“Don't You Dare Settle For Fine." - Roy Kent

Robbie Tittle - Customer Success ALICEBorn in Zwolle, Netherland and raised in Tennessee, Robbie received his passion for hospitality at an early age with some good old fashion Southern hospitality. In college Robbie took every opportunity to be active within his university and get in front of people. While his degree may be a little far from Hospitality Management (B.S Criminal Justice) he realized very early in his career that this was his future. Right out of college Robbie got his first taste for the hotel industry as a Front Desk Agent for one of The Ritz-Carlton’s only 5 star, 5 diamond properties at The Ritz-Carlton, Palm Beach and the rest was history. While at Palm Beach Robbie worked his way quickly through promotions and started doing task force which landed him in Atlanta and from there opening a 16,000 acre, 2 golf course luxury resort just outside of Tampa.

Robbie is beyond excited to bring his 14+ years of luxury hotel customer service experience to ALICE and their customers.

When not working Robbie loves spending time with his family, Disney trips, catching baseball games, touring breweries, discovering new music with his kids and family adventures. For the last 8 years Robbie has resided in Tampa with his wife, 2 kids and 2 crazy dogs!

Justin Call, Customer Success Manager

“Travel is the only thing you buy that makes you richer.” - Unknown

Justin Call - Customer Success ALICEBorn in California and raised in small-town Montana, Justin began his career in hospitality at the age of fifteen, working for a seasonal, lakeside resort. Over the next 16 years, he held many different positions at a myriad of unique hotels and assisted with successfully opening three new properties in the state. After receiving his degree in Hospitality Management, Justin furthered his education in providing exceptional service by completing a Concierge course through The International School of Hospitality in Las Vegas. In his late 20s, Justin joined the Quality and Brand Consistency department at IHG and conducted hotel evaluations for close to 100 properties located in 7 states. He then decided to make a shift in his career and joined a hospitality software company that develops mobile applications for well-known hotel brands. This new path eventually led him to ALICE.

Justin is thrilled to be a part of a larger SaaS team with talented hospitality professionals, supporting some of the world’s finest hotel teams. 

In his personal time, Justin is a semi-professional photographer and loves capturing landscapes and photographing the occasional vacation rental or hotel for marketing purposes. He loves to hike, dine, travel as much as possible, and spend quality time with his family and friends.

Renée Calder, Customer Success Manager

“Travel changes you. As you move through this life and this world you change things slightly, you leave marks behind, however small. And in return, life—and travel—leaves marks on you.” – Anthony Bourdain

Renee Calder - Customer Success ALICESouthern California was Renée’s hometown until she recently traded her sandals and beaches for sneakers and BBQ in St. Louis, Missouri. Raised by two traveling and hotel enthusiasts (or you can even say snobs)  made the hospitality industry a not so surprising career choice. She started as a concierge and sales associate at Worldmark by Wyndham in Anaheim, California. Witnessing and being part of the guests’ Disneyland experience made Renée realize that this was the industry that she would marry. After 2 years at the property she joined Expedia Group’s Market Management team working with the Orange County hotel portfolio. During her 4 years with Expedia, she found that she was interested in the technology behind hospitality. This then led Renée to join Cloudbeds selling the all-in-one Property Management System suite. 

She is excited to continue her career in Hospitality SaaS working with ALICE as a Customer Success Manager. It is her passion to strengthen relationships and be part of the new growing guest experience. 

In her free time, Renée blends in her passion for Pilates, cooking, exploring new restaurants, her pug named Emma, cycling, and family. And planning her next adventure!

Giovan Montanaro, Customer Success Manager

“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi

Giovan Montanaro - Customer Success ALICEBorn and raised in Chicago, Giovan was brought up with a strong Italian culture where hospitality is a way of life and guests become part of your family. She is extremely passionate about serving and learning from others. Giovan has had the privilege to travel throughout the Caribbean and Mexico. Her favorite place is Jamaica and knows exactly how exceptional guest service impacts one's vacation.  

Giovan has a bachelor and masters degree in Education, but chose a path that led her career across various industries in operations and account management. She made her way into technology after a role in which she staffed and developed tech startups' org charts. Her recent and current background is in hotel technology. After 14+ years of professional experience, and many more years of jobs in her youth, she is ready to collaborate strategically with her accounts at ALICE to streamline hotel operations and deliver an exceptional guest experience.

Giovan recently escaped the cold Chicago winters and traded it for the rainy and evergreen Pacific Northwest. In her free time she enjoys cooking, dining out, hiking, reading and anything that gets her outside to enjoy the beauty of the PNW.

Diana Osuna, Customer Success Director, Strategic Accounts

“To give real service, you must add something which cannot be bought or measure with money, and that is sincerity and integrity” —Douglas Adams

Diana Osuna - Customer Success ALICEBorn and raised in Sinaloa, MX, Diana moved to Arizona at the age of 17 to learn English as a second language, then moved to Cabo at 18 to practice English before going to college. There, Diana found a temporary 6-month-long role at a hotel that awakened her to a passion in customer service, catapulting her into a 15+ year career in hospitality. She has held many different hospitality roles since the age of fifteen including Restaurant Manager, Hostess, Concierge, Guest Relations, and Assistant Manager at a five-diamond resort. 

While working in hotels, Diana constantly used her degrees in Hospitality and Computer Science to recognize ways to optimize hotel operations through the use of technology. While employed at a resort that was implementing ALICE, Diana quickly became fascinated with ALICE and how she could apply her hospitality experience and educational knowledge. Flash forward, Diana became ALICE’s first remote and Mexico-based employee. She quickly was promoted from a Customer Success Specialist to a Customer Success Manager. Diana’s strategic thinking was recognized from the get-go and is now our Customer Success Director for Strategic Accounts where she enhances relationships with our most valued clients. Internally, she also assists with developing product positioning strategies by working closely with engineering. She is proud to have been a part of ALICE since 2018 and is very excited about what the team is going to accomplish in the years to come. 

In Diana’s personal time, she enjoys triathlon training, home decor and renovation, travel, family time and cat cuddles. She also recently moved from Cabo to Mexico City where she is truly enjoying getting the best version of the city over the weekends as it feels like she is on vacation. One positive of working from home is that she doesn’t have to battle with the Mexico City traffic!

 

You know us - now we want to know you. Schedule a meeting to discover how ALICE and our Customer Success Managers can support your hotel team.

Schedule A Demo ALICE hotel operations platform