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 roadmaps to success, and championing cross-functional collaboration to improve customer satisfaction, maximize business performance, and optimize financial performance.

EXPERIENCE

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. 

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

2020

Guest Reception Manager

MONTAGE HOTELS & RESORTS

Created memorable guest and employee relationships in a short amount of time, which were shared across social media and the company’s internal platform used to monitor and enhance guest experiences. Responsible for all aspects of overseeing the Montage Deer Valley resort in the absence of senior management. Leveraged the Montage leadership training program to maximize operational collaboration with other guest experience leaders. Montage Deer Valley temporarily closed due to COVID-19.

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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.