Direct and manage the Operations Departments of Grand Hyatt San Antonio, including Rooms, Housekeeping, Food & Beverage, Security, and Laundry. All departments coordinate to ensure guests have a great customer service experience. Responsibilities include: ▪ Host daily standup meetings with operations managers and attend weekly hotel meetings with events team. ▪ Maximize hotel revenue and work with managers to manage department costs. ▪ Developing SOP’s so departments understand roles, responsibilities, and service standards. ▪ Maintaining regular communication with Events and Sales departments on group needs to ensure program details are executed ▪ Coordinate with other departments on opportunities to increase revenues, including market and hotel network research.Accomplishments: • Increased customer service scores by 36%. Also improved Cleanliness and working order scores. • Onboard new team of 36 refugees from Afghanistan. This process has helped to subsidize various roles that have been left unfilled for several months.

Front Office Manager (Task Force)As Front Office Manager my duties are to lead and oversee the strategic direction of the front desk operation, which includes maintaining guest room inventory, staff training, inter-department communications, and staff scheduling. Responsibilities include:• Employing rigorous analysis of key performance indicators of Customer Service, World Hyatt Enrollments, and Upsell goals to assess the efficacy of operational strategies, making data-driven decisions to optimize performance.• Strategically driving hotel revenue growth with upsell plans while effectively managing departmental expenses, ensuring the department’s goals and profitability.• Staying ahead of market and industry trends through diligent market research, ensuring the department offers competitive rates.• Crafting and implementing Standard Operating Procedures (SOPs) across departments, clarifying roles, responsibilities, and expected service standards to enhance operational clarity and efficiency.• Leading daily stand-up meetings with operations managers and actively participating in weekly hotel meetings with the events team, fostering a culture of collaboration and continuous improvement.• Facilitating robust communication channels to manage guest’s experiences and respond to guest challenges in a friendly and timely mannerDepartment Accomplishments:• Successfully exceeded upselling targets, achieving 104% of the goal in February, demonstrating a strong ability to enhance revenue through strategic sales techniques.• Consistently surpassed enrollment objectives by a minimum of 30% month-over-month since December 2023, showcasing exceptional team performance and dedication to growth metrics.

My goal is to help organizations uncover strategies that have help move organizations forward, increase morale and improve retention in challenging times.During your live hands on seminar, you and your team:• Learn inexpensive strategies to innovate• Take advantage of the skills of their current team with deeper diversity (exposing and utilizing all skills)• Learn simple strategies to motivate their team and reduce expenses without reducing headcount• Restore confidence among their ranks, while going through the stormFor references, contact me at info@robertfelderspeaks.com.

My primary role as Senior Account Executive is to attract and secure business for the Hosts Texas office in the San Antonio market. This was accomplished by developing relationships and making strategic partnerships. Working with our global sales team on existing Hosts Global accounts and developing new relationships for the organization. Actively prospecting by way of direct solicitation, persona contacts, networking at industry meetings, and sales calls. Pre-qualifying leads to determine if the prospect is an appropriate match.

The main objective of the Director of Operations was to build, direct, and manage the programs and office operations for San Antonio. Managed the process of interviewing, collecting background information, and submission of all collected information to Human Resources for processing and payroll setup. Initiated the strategic partnership with vendors which includes qualifying their services and negotiating rates. During program execution I was responsible for hiring appropriate staff, creating staffing order, coordinating vendors, managing margins, and uncovering opportunities for up-sells. Following each program, I was responsible for billing, creating the client’s final invoice, and reconciling expenses. Maintained regular contact with the Account Executive to gather information on the program details and keep sales in the loop on the operation of the program. Our teamwork resulted in an 80% close rate on new lead opportunities.

I was recruited at Capers to help increase overall sales for the office by managing the proposed events of the company. As in other experiences, it was consistent to qualify vendors, recruit new staff and negotiate vendor rates. Once staff orders were sent to staff, my role onsite was to direct and supervise the field staff, suppliers, and venues to execute a flawless experience. For onsite events at the hotel, I coordinated activities with the hotel catering and convention services staff to make sure everyone is on the same page to execute a successful event. Regular collaboration with the Sales Team on solving any problems and monitor customer satisfaction.

Corporate Event Planning and Logistics. Primary role with PRA as Operations Managers was to coordinate the organizing of staff and resources to execute the proposed events of the company. Group sizes range from 20- 20,000, with various program budgets, ranging from $5,000.00 to over a million. Increased office sales goals 53% from 2015 to present.Some clients include (foreign and domestic): GMC- Buick, Farmers Insurance, Sony, General Electric, Valero Energy Corporation, Hewlett Packard, McKesson, Toshiba, Glaxo Smith Klein, Best Buy, American Express, Bobcat, Accenture, Novartis, Astra Zeneca, Bristol Myers Squibb, Roche (UK)Duties included (but not limited to):•Creating Logistical plans for large group moves, including city wide shuttles.•Direct staff and suppliers on event standards and responsibilities. •Council our sales team, account managers and clients on the logistics for our proposals and events. •Train staff and develop training standards for the office. •Qualify and negotiate rates with suppliers.