I'm Robert, nice to meet you.

With 30+ years of industry experience, I bring a unique perspective for businesses to innovate and grow. I specialize in assessing opportunities, analyzing problems, developing road maps to success, and championing cross-functional collaboration to improve guest satisfaction, maximize staff performance, and optimize financial performance.

EXPERIENCE

2014-2019

Assistant Rooms Operations Manager

Front Desk Supervisor

Housekeeping Supervisor

Guest Services Representative 

MARRIOTT INTERNATIONAL, INC. 

Provided situational leadership for 20-member team in 444-room
property with 150 check-ins per night on average, ensuring a
consistently welcoming and refreshing environment.

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• Increased guest satisfaction score 9.9% in Q1 2019, surpassing benchmark 

• Influenced YOY increases in 3 KPIs

• Boosted check-in experience by 1.7% year-over-year

2011-PRESENT

Guest Experience and Loyalty Expert

SELF-EMPLOYED

Provide service-focused insights to organizations of all sizes in the hospitality and guest relations verticals, helping craft cultures of excellence by spearheading quality standard initiatives, process improvements, and hands-on training and development programs. 

2000-2004

General Manager

Regional HR Manager

TOWN SPORTS INTERNATIONAL

Directed 25-member staff in 22,000-square-foot facility serving 1,800 members for second largest operator of branded fitness clubs in Northeast and Mid-Atlantic regions and fifth largest in US.

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• Led skyrocketing membership growth of 68% in 15 months

• Cut monthly complaints from 10 to 1 by implementing best practices training

• Achieved $18, 000 in new member sales by planning and directing grand opening special events.  

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AWARDS AND ACHIEVEMENTS

2019-2020

Professional Certificate in Hospitality
Administration/Management

CORNELL UNIVERSITY

Hotel financial statements, revenue/yield management, hotel operations, services marketing planning and management, building guest loyalty, building high-performing teams.

2017

Spirit to Serve Award

MARRIOTT INTERNATIONAL, INC.

The Spirit to Serve Award recognizes those associates acknowledged by a Marriott guest for outstanding service.

2012

Ritz-Carlton Executive Education Series

RITZ CARLTON LEADERSHIP CENTER

Program designed for senior executives who wish to lead sustainable positive change in their organization, focusing on hospitality strengths and global leadership values.

COMPANIES I'VE WORKED WITH

AREAS OF EXPERTISE

TESTIMONIALS

JUSTIN MANDUKE

Director, Processional Services at Medallia

"Robert has positioned himself as a thought leader in the guest experience space. He takes a data-driven approach to improving hospitality experiences and has been an effective leader in transforming how cross functional teams approach improving the guest experience. I can't wait to see how Robert will continue to apply his learnings and methodology at increasing scale in his career. I've had the pleasure of working with Robert for 5 years, and any team would be lucky to have his combination of leadership and expertise."

ALYSIA MASSOP

Process Improvement Strategist

"Robert is a passionate hospitality professional who is totally committed to service excellence. He has taken the initiative to become a subject matter expert at his property for our guest feedback tool. He attends conferences and training to continuously elevate his skills. Using these tools, Robert was able to improve the cleanliness scores of his department, which is a key driver for guest satisfaction. He is currently working to organize a group to share best practices and elevate the performance of all hotels in his region. I admire Robert's dedication to flawless service execution and would recommend him for various leadership roles in the hospitality industry."

LORI DENNIS

Brand, Marketing and Digital Account Manager at Marriott International

"Robert and I worked together primarily in a remote capacity, and I sincerely appreciated his clear communication style and direct approach to meeting business goals. He offered a warm welcome to thousands of Courtyard guests over the years, making each visitor feel special and welcome, which had a direct bearing on the property’s overall performance. As the Guest Services Representative Lead, he was instrumental in improving guest satisfaction survey scores and social media rankings, particularly improving the hotel’s ranking on TripAdvisor by encouraging customer feedback and promptly responding to guest reviews, both concerns and praise.