Robert Kowal Email and Phone Number

Manage front office of full-service luxury hotel (321 rooms/4,300 sq. ft. of meeting space) in downtown Brooklyn; responsibilities encompass finance, operations, marketing as well as staff training and supervision; perform role of Property Service Culture Trainer with focus on delivery of authentic brand service to hotel guests; direct inter- departmental communications and staff scheduling Oversee the daily service operations for traditional rooms, club level rooms, and suites in accordance with corporate policies and state regulations, with primary goal of ensuring a high level of guest satisfaction Administer budgets and financial plans and oversee expenditures to achieve budgeted operating results and maximize revenues; administer hotel's Galaxy LightSpeed Property Management system to enhance overall customer service and increase front desk productivity Assist General Manager in preparation of annual hotel operating budget and business plan Routinely prepare and analyze reports concerning revenue, payroll and expenses; establish, monitor and revise front office and hotel business goals together with future areas of focus on ongoing basis, taking into account house and market needs as well as trends and activities of competitors Train, supervise and evaluate the performance of all front office staff (20 employees), including Assistant Front Office Manager, Concierge, Business Center Supervisor, reservation staff, valet staff and bellmen with emphasis on professionalism and competent, friendly and efficient service Maintain excellent guest relations and work consistently to ensure hotel guests receive the best service possible

Responsible for day-to-day operations and maintenance of full service hotel (241 rooms) Supervised 8 managers and 70 associates with emphasis on employee motivation and morale; organized and facilitated weekly management staff meetings; conducted performance evaluations of all hotel staff and handled discipline issues Interviewed and hired all hotel personnel Administered budgets and financial plans and oversaw expenditures Analyzed sales figures and profit and loss statements weekly; established, monitored and adjusted quarterly business goals and future areas of focus Interacted daily with hotel guests to ensure superior customer service; evaluated guest service scores weekly and worked with staff to rectify all identified concerns and build on-going customer relationships

Responsible for front office operations of full service hotel (504 rooms) including bell stand, reservations, personnel and guest services Assisted General Manager and received training in all aspects of hotel operations Managed hotel inventory for rooms division and housekeeping Maintained brand standards through frequent, systematic inspections of all areas of property Actively participated in successful revenue and yield management functions and troubleshooting

Responsible for housekeeping operations of full service hotel (863 rooms) Interviewed, hired, trained, scheduled and evaluated 150 union associates with regard to housekeeping duties and standards; oversaw time and attendance for housekeeping staff and handled related discipline issues Formulated and launched all departmental policies and procedures for hotel housekeeping operations Maintained and analyzed rooms budget and inventory

Member of hotel opening team and oversaw set-up of 863 guestrooms; worked with construction team and developed punch lists in compliance with all company standards; responsible for final approval of rooms prior to opening Assisted Director of Housekeeping with all daily housekeeping operations Manager of Quarter, October, 2003 Promoted to Director of Housekeeping in January, 2004

Managed housekeeping and front office operations for hotel (206 rooms), including training and scheduling of all related personnel Maintained rooms division inventory Maintained hotel cleanliness in accordance with company standards

Responsible for front office operations of full service hotel (504 rooms) including bell stand and reservations Administered hotel billing system and assisted sales office with reservations Assisted General Manager and Director of Sales with revenue yield management data analysis and troubleshooting

Responsible for all operations of 129 room extended stay hotel, including all personnel, housekeeping, enginnering, maintenance, front desk operations, sales, billings and accounts receivable. Member of hotel opening team and directly supervised and managed guest room set-up in accordance with company standards Handled all sales calls and activities within hotel

Responsible for inventory of medical and surgical supplies