ROBERT REITKNECHT
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Luxury Hotel Executive, Speaker and Author
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WHO IS ROBERT?
A customer loyalty expert, Robert delivers an intimate knowledge of the hospitality industry and the underlying solution-based approaches necessary to lead. Engaging speaker, brand coach, advisor and thought-leader, Robert’s credits include improving customer perception, employee loyalty, and shareholder value.
WHAT IMPROVES?
Robert’s diverse and accomplished background provides initiative-based solutions for improving key messaging & customer loyalty. Leveraging technology as well as the latest training techniques, Robert is able to extend customer service through concise communication with internal operations teams.
WHAT'S THE VALUE?
To align your brand with a powerful thought-leader in strategic initiatives geared towards new customer acquisition, key-messaging retention, as well as extended brand loyalty. Robert delivers leadership with knowledge and technique, as well as a passion to perform.
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
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Influenced YOY increases in 3 KPIs
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Boosted check-in experience by 1.7% year-over-year
February-May 2020
Guest Reception Manager
July-present
Front Office Supervisor
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.
2011-2014
Guest Experience and Loyalty Expert
HOSPITALITY & LUXURY LIFESTYLE BRAND ADVISOR
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.
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.
SPEAKING TOPICS
Finding and Keeping Top Talent
Creating Unique Reward/Incentive Programs
Elevating the Guest Experience
Guest Survey Programs
Employee Engagement and Experience
Creating High Performing Teams
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.