Robert Harrell Email & Phone Number

Palm Springs, California, United States

Achieved #1 units sold 2023 and #1 customer service index 2023.Porsche Palm Springs - 2023 Porsche Premier Dealer, Porsche Classic Partner, and a member of indiGO Auto Group.

Beverly Hills, California, United States

Promoted from Porsche Pro to Certified Brand Ambassador within 60 days. Achieved upper Salesman performance within first month (units sold + gross profit) and the highest customer satisfaction score in the store YTD.

West Hollywood, California, United States

• Executive Committee position, overseeing entire Rooms Division during pre-opening and operating.
• Responsible for the selection, training, and development of all personnel within the division and its departments.
• Created Rooms Division budget with multiple pandemic revisions, while maximizing profitability and overall hotel operations.
• Created and implemented critical paths, operating standards, job descriptions and training manuals for the division.

Greater Los Angeles Area

• Executing hotel wide projects and implementing new Policies and Procedures for the Rooms Division.
• Lead the implementation of a franchised UPS store & business center inside the hotel, the first globally in the company.
• Created a new valet front desk that reinvented the hotel arrival and departure experience, eliminating the need for guests to wait in the lobby. Successfully combined the front desk, concierge, and guest services roles.
• Supporting the Rooms Division operations on daily basis, with emphasis on Concierge.

Greater Los Angeles Area

• Oversaw all operations of the front office at the department head level.
• Implemented multiple policies and producers, resulting in #8 Arrival and #11 Mobile App in company wide Medallia satisfaction ranking.
• 100% compliance for the department on Monthly Commitment Report, including new hire training.
• 0% 90 day staff turnover vs. previous years, 5 employee promotions from the department including Manager level.
• Team maintained Forbes 5 Star Rating for 2018 and 2019.

Anguilla

• Oversaw all operations of the front desk, guest services, and CORE on a daily basis.
• Implemented multiple policies and procedures, while providing active training and process improvement to a team new to Four Seasons Culture and Service Standards. (Viceroy Hotels and Resorts brand transfer)
• Exceeded monthly upsell goals and increased upsell conversion, several months over 7%.
• Successfully led the property launch of CORE, Four Seasons Mobile App and Mobile Chat.
• Enhanced guest arrival and departure processes leading to improved Front Office Medallia Scores over 12%.
• Assisted in preparations for Hurricane Irma in September 2017, which ultimately resulted in resort closure for extensive repairs.

Greater New York City Area

• Oversaw all operations of the front desk, bell, and door on a daily basis, including night audits. Manage the payroll and labor for the department while minimizing overtime. Complete reviews for staff and complete.
• Launched new upsell incentive program, increasing upsell revenue to the highest YTD. Achieved the support of housekeeping and engineering to maximize available upsell inventory daily.
• Established a formalized handoff procedure between front desk agents and front office managers in the absence of formal communication.
• Initiated “Room Condition Program” which allows the team to easily choose the right room for the guest, avoiding rooms that were detractors in our Medallia Surveys, such as those with old televisions or elevator noise.
• Created “Standard of the Week” where managers are directly assigned to test specific employees, maintaining accountably of the managers as well as the results of the line staff.
• Reduced issues with group business by 70% by attending weekly resume meeting and effectively communicating action items.

Greater New York City Area

• Oversaw the Laundry & Valet Operation. Directed the activities of both guest and hotel laundry, managed chemical and supply inventory, and managed labor, productivity, and scheduling for over 40 union employees.
• Devised and enforced quality control techniques for consistent standards checking and accuracy, reducing guest complaints by 60%.
• Conceived and implemented new clothing presentations, such as custom cufflinks and shirtbands, to enhance the guest experience.
• Successfully lobbied ownership to purchase a brand new industrial washer for the valet operation.
• Independently planned and executed our annual uniform inventory and back of house fumigation.
• Addressed employee grievances directly with Human Resources in order to increase my knowledge of the union operation and my confidence with employee issues.

Houston, Texas Area

• Directly supervised the Residential Housekeeping Operation. (63 Apartments & 47 Privately Owned Condos)
• Developed a team of 4 underperforming Housemen to meet performance expectations. Supervised a team of 25 AM GRAs and 10 PM GRAs.
• Oversaw Nespresso machine conversion throughout all 514 rooms, ensuring all components were properly placed.

Houston, Texas Area

• Top upsell leader with total upsell revenue from 2013 of $63,316.
• Created a campaign to increase our reviews on social media outlets, increasing positive TripAdvisor reviews from #45 to #26.
• Received 25 Medallia guest responses and 6 TripAdvisor favorable mentions.
• Became the department’s designated trainer after 6 months.
• Assisted in planning, execution, and editing of the Embark welcome video that is shown to all new hires.

Shadowed all departments of both limited and full service franchised hotels. Completed the Management Training Program for IHG brand hotels. Shadowed corporate operations at the management development company headquarters.

Bachelor'S Degree, Hotel, Motel, And Restaurant Management

Managing Residential Properties, Property Management