Robert Kelley Email & Phone Number

I offer a unique and exclusive approach which allows hospitality oriented companies to achieve greatness by creating an integrated, multi-dimensional operating strategy that focuses on the end-to-end guest experience which:* Moves your Operations team to the forefront of your business* Allows you to work together as one dynamic team and not in silos* More effectively MONETIZES your experiences, products, and servicesThis strategy works in any business environment. I successfully applied these tactics to stores, restaurants, attractions, special events, & many other operating areas throughout my 30+ year career as a theme park executive with Walt Disney World and now I’m doing it for hospitality companies around the world. Let me help you apply these same principles to your organization so that you can get to #1.Do you see amazing opportunities and potential for your company? Do you have a big vision and aggressive goals but are struggling with getting your operating team to deliver? Do you have incredible products and services but they are not selling like they should? Is your infrastructure inadequate and not equipped to support your needs today or in the future?Contact me. I can help!I offer 3 customized services designed to help you become the best:Customer Service Experience Transformation* Turn lukewarm customers into raving fans* Turn lagging sales into sustainable revenue streamsTotal Operations Team Alignment* Turn departmental silos into synergy* Turn conflict into cash flowOrganizational Design* Turn your struggling organizational platform into one that’s flexible and nimble* Turn your failing infrastructure into a world-class operation and drastically grow your business Want to learn more? Reach out and let's chat!"Robert is a holistic thought partner who can look beyond his own responsibilities to offer creative solutions to benefit the entire organization", Teresa Kennedy, Chief Operating Officer, Jacksonville Zoo and Gardens

IDEAS Orlando is a Brand and Experience Design firm providing creative development, design and implementation services to destination entertainment, healthcare and public services clients worldwide.https://ideasorlando.com/

MagicMakers Group in an innovative consulting network of former Disney executives and experts tackling every client challenge the way Walt taught us...with the singular purpose of creating magical memories that last a lifetime. https://magicmakersgroup.com/

EngageMint is a leading customer-experience (CX) design firm for college athletic departments and sports & entertainment organizations. Using our lens and lessons learned from the Walt Disney Company.https://www.engagemintpartners.com/

Orlando, Florida, United States

June 5-12, 2022, the 2022 Special Olympics USA Games united 5,500 athletes and coaches from all 50 states and the Caribbean, 20,000 volunteers, and 125,000 spectators during one of the country’s most cherished sporting events. We all have reasons to shine. For Special Olympics athletes, one of those reasons is the love of sport. Special Olympics athletes display remarkable abilities not only on the field, but in all areas of life. By celebrating their dedication and perseverance, we become champions for a more inclusive world. A world where we all Shine As One.

Disney'S Hollywood Studios

Led operations for the Sunset Boulevard region of Disney’s Hollywood Studios. Oversaw multiple businesses, several cost centers, 50 leaders, and 1K+ employees on a daily basis. Influenced long-term strategies and park expansion efforts as a member of the park’s Steering Committee.SELECT ACHIEVEMENTS: ►Elevated guest service scores by double digits in one year along with revenue year-over-year.►Integral in executing a large organizational restructure that transitioned the business from a specialist methodology to a generalist model. ►Ensured the entire resort was in optimal, pristine condition by leading custodial operations for all three shifts.► Influenced and actively participated in park-wide, cross functional efforts such as the duty manager program and emergency planning.►Drove a consistent, seamless guest experience by aligning diverse teams to deliver the highest levels of customer service.

Disney'S Hollywood Studios

Oversaw annual operating income, team of 1K+ employees, and daily operations for 40+ retail stores throughout Disney's Hollywood Studios including customer service, inventory, merchandising, and special events management.SELECT ACHIEVEMENTS: ►Vastly increased sales during tenure via effective strategies and new shopping opportunities.►Drove incremental revenue by leveraging major franchises and creating a high visibility special event strategy that provided exceptional guest experiences and aligned multiple departments.►Tapped to lead and implement two retail and service components of a new transformative and industry changing customer service platform known as My Disney Experience across the entire resort.

Disney'S Animal Kingdom

Managed annual operating income, talented team of 800 employees/leaders, and all operating aspects of 35 merchandise locations at Disney's Animal Kingdom along with 6 liquidation outlet stores in shopping malls across Florida.SELECT ACHIEVEMENTS: ►Grew theme park profit by double digits by crafting robust operational and retail strategies.►Integral in driving the park’s future expansion by developing a comprehensive new retail strategy.►Increased guest visits 3x by devising marketing/operating plans and overseeing Wild Africa Trek, a new privately guided VIP expedition with a 3-hour safari excursion, an African-inspired meal, and exclusive backstage access to animal areas. ►Championed continuous community involvement by leading a cross-functional team that represented the park in the local community. Aided company sponsored events and established new volunteer/charitable programs.

Merchandise Operations Line Of Business

Tasked to take on a new corporate role to drive consistent, uniform operations across 400+ Walt Disney Parks and Resorts retail venues by instituting new training guides and operating processes at all domestic sites. SELECT ACHIEVEMENTS: ►Instrumental in aligning and unifying the Florida and California theme parks.►Improved inventory management by helping launch and optimize a new retail inventory control system at Walt Disney World and Disneyland. Trained staff on the new system and established operating plans.►Drove annual cost savings by building and managing a select team of partners to design and institute a targeted loss prevention strategy.

Walt Disney World Theme Parks

Promoted to executive-level GM position to direct annual operating income and retail teams of ~1K at various Disney properties including Epcot and Disney Springs. Oversaw retail store openings and expansions.SELECT ACHIEVEMENTS: ►Generated double digit growth year-over-year by creating complex strategies and initiatives to drive revenue.►Led the redesign of the World of Disney flagship store and other large, key locations and elevated customer engagement by developing immersive, interactive shopping experiences.►Drove new store openings and expansions including multiple high-value branded locations through collaborations and corporate alliances with leading partners in the retail field.

Walt Disney World Theme Parks

Performed in numerous leadership positions with increasingly more scope and responsibility. While my primary responsibilities focused on day to day retail operations, I also held several project management roles as well.

Magic Kingdom Theme Park

Temporarily relocated to Paris as part of the grand opening team for this European resort destination. Led several aspects of retail operations for 15 stores including the development of operating guides, training of hourly and salaried cast, and the creation of operational processes.