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Our team of certified consultants provides training and remote support to clients around the globe, improving their Project Management, Workflow and Process Management.

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Emma Stevens

Office Manager

Emma has 27 years of financial and customer experience and brings processes and order to our office.

Emma's customer service knowledge ensures all of our clients office enquiries are dealt with professionally, efficiently and quickly. She will leave no stone unturned to get to the bottom of a query!

When not at her desk Emma enjoys spending time with her husband and daughter as well running Brownies and Rainbows for Girlguiding UK in her local area.

Etienne Mermillod

Software Development Manager

Etienne is a seasoned ASP.NET Core Full Stack Developer. He takes great pride in building world-class applications while carefully considering the needs of its users and ease of use.

Originally from France, Etienne now calls Canada Home, where he is part of SBP Canada as a member of the API Solutions Development Team.

Etienne is a well-seasoned traveler and has visited many countries where he usually takes the path less traveled in order to backpack around and soak in the local cultures.

When not coding away, you may expect Etienne to be playing with his huge and fluffy dog Indianna or gaming away on League of Legends

David Bower

Smartsheet and AppSheet Consultant

David is an experienced Smartsheet Consultant, Customer Care Specialist and Client Account Manager.

In his spare time, David plays guitar, is learning to ride a motorcycle and, when it’s not too cold, can often be found tinkering in the garage. He also intends to learn to play the piano too - one day

Debbie Sawyer

Chief Smartsheet Solutions Officer (CSSO)

BSc (Hons) Computing, ITIL Foundation, Smartsheet Certified User, Aligned Sales Certified and Professional Services Certified.

Seasoned Smartsheet consultant and Training professional, Debbie’s creativity, attention to detail, willingness to deliver solutions to fully meet customer requirements and her personable manner earn her excellent client feedback.

When not working, Debbie likes to relax by spending quality time with her family. Living in the New Forest sees her taking many walks through the woods and down to the sea fronts at Lepe and Calshot. Debbie is also a keen hula hooper and has been hooping now for more than 7 years! She owns at least 10 hoops and enjoys a great workout helping her friend to run a hula hoop fitness class.

Dr James Harris

Chief Technology Officer

An experienced IT professional, James has worked for software companies as a Programmer and Test Analyst. He also has extensive experience as a Finance Manager. James brings an attention to detail and flair for problem solving to every project.

Outside of work, James writes comedy, and has had many television credits over the past couple of decades on shows such as Horrible Histories and Russell Howard's Good News. He retains a burning ambition to be as funny as his wife and daughter.

Ph.D. Biochemical Physics, IT and Accounting professional.

Gwen Rymill

Communications Director

Co-founder of Smarter Business Processes, Gwen’s multi tasking roles include ensuring our clients receive the very best in customer care, while responsible for sales and marketing and partner liaison. Just don’t expect to get the cup of tea she promised you!

Away from work Gwen enjoys cycling, pilates, tap dancing and just loves baking.

Richard Rymill


Co-Founder and Lead Consultant, Richard set up SBP in response to worldwide demand from businesses wanting to implement their own Smarter Business Processes. His rapidly expanding team of experienced Smartsheet and AppSheet Consultants and Trainers share the company's values of achieving improved efficiencies and collaboration by putting people first and releasing them from unnecessary repetitive activities so they can enjoy their work again and focus on what matters to them.

When not at his desk, Richard can be found cycling, swimming and when the opportunity permits, sailing and flying.

Hyatt Hotels Corporation – Streamline their PMO

Hyatt Hotels Corporation is a leading global hospitality company guided by its purpose – to care for people so they can be their best. A recent project with Smarter Business Processes used Smartsheet and Smarter Launch Pad to enable them to formalise complex project dashboards, streamline their PMO across a large number of projects while managing varying governance requirements for individual projects.

Hyatt Hotels Streamline their PMO with Smartsheet and Smarter Launchpad

beautiful hyatt hotels streamline pmo across all hotel projects

The Challenge

As of September 30, 2023, the Hyatt Hotels Corporation portfolio included more than 1,300 hotels and all-inclusive properties in 76 countries across six continents. There is a growing need to streamline their PMO ensuring visibility of governance vitals across the organisation.

The Company’s offering includes brands in the Timeless Collection, including Park Hyatt®, Grand Hyatt®, Hyatt Regency®, Hyatt®, Hyatt Vacation Club®, Hyatt Place®, Hyatt House®, Hyatt Studios, and UrCove; the Boundless Collection, including Miraval®, Alila®, Andaz®, Thompson Hotels®, Dream® Hotels, Hyatt Centric®, and Caption by Hyatt®; the Independent Collection, including The Unbound Collection by Hyatt®, Destination by Hyatt®, and JdV by Hyatt®; and the Inclusive Collection, including Impression by Secrets, Hyatt Ziva®, Hyatt Zilara®, Zoëtry® Wellness & Spa Resorts, Secrets® Resorts & Spas, Breathless Resorts & Spas®, Dreams® Resorts & Spas, Hyatt Vivid Hotels & Resorts, Alua Hotels & Resorts®, and Sunscape® Resorts & Spas. Subsidiaries of the Company operate the World of Hyatt® loyalty program, ALG Vacations®, Mr & Mrs Smith™, Unlimited Vacation Club®, Amstar DMC destination management services, and Trisept Solutions® technology services.

How to manage IT projects and streamline a PMO across the Hyatt Universe

As the company grows the challenge of managing fundamental processes consistently across all sites grows too.  Hyatt wanted to formalise a complex project management process and build an IT solution which would automate the launching of the required assets and enable more integrated, cross-functional collaboration between 10 key business units, but leave the business units accountable for their projects too. 

The projects range from business-critical work against strategic objectives to repeatable jobs delivered by a department.  The level of governance of the projects was also important to build into the solution, streamline the project management process with high impact strategic projects being visible to members of the board and lower-level projects reporting progress but not in as detailed a way. 

The Vision

Angela Steele, AVP Technology Strategy & Project Management, had the vision and knew that Smartsheet could be the tool to use, but needed assistance in designing and building this PMO solution.

The Solution

SBP spent time with Hyatt, mapping out the vision into a Project Management Process Model.  From this model SBP designed and built out Angela’s vision using Smartsheet as the core product and using their own app Smarter Launch Pad to facilitate the creation of the project assets dependent on the governance level required.

Dashboards were used effectively to guide business units to the high governance projects requiring their involvement and to provide a way to create lower-level projects to track progress there also using Smarter Launch Pad.  Business Units can request cross functional project work, and they are also able to promote their lower-level projects into the higher governance projects if required.

The Complexity

High tier project template sets include Project Charter, Gantt Plans, Raid Logs, Executive Summary updates, List of useful resources and all dashboarding and reporting to surface progress across all. Lower tier project templates are just a Key Milestones sheet (in Gantt Format).

Each business unit has customised High Tier and Low Tier templates meaning that Smarter Launch Pad is assimilating 11 intake sheets and selecting from a set of 22 templates.

The Benefits

The many benefits that Hyatt experienced enabled a more streamlined Project Management system, with templates and automation to manage all the projects efficiently, including:

  • Hyatt is now using a centralised Project Management system with a documented Process.
  • Templates are used to create the assets across the whole organisation, meaning all projects are being managed in a consistent manner.
  • Complete visibility of progress is now available for all levels of projects.
  • Business Units are able to track and monitor tasks for cross functional work. 
  • Automation is now used to create the Smartsheet items required to manage the projects – this reduces bottlenecks and human error in creation of assets.


“SBP has been integral in helping Hyatt develop a solution that can meet the needs of our increasingly complex and rapidly growing organization.  This solution will enable Hyatt’s ability to scale through automation, while also allowing for flexibility using different templates to support a wide range of projects across the organization. 

SBP helped us design, develop, and deliver the solution in under 3 months, and we have already identified several more opportunities to continue our partnership with SBP. “

Angela Steele, AVP Technology Strategy & Chief of Staff to the CIO, for the Hyatt Hotels Corporation


If you are interested in learning more about how Smarter Business Processes can help you with your organisation and you feel the Hyatt Hotels Corporation case study could be a useful example please get in touch.

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