Stephen Lambert Email & Phone Number

Bothell, Washington, US

Seattle, Washington, US

Ivins, UT, US

• As the Director of Human Resources, I oversee operations, leading a team of four employees, for human resource programs for 275 to 300 employees such as recruitment, orientation and onboarding, employee development and.
• Launched the Be Well Where You Work wellness program for all employees across the resort.
• Created and taught Diversity and Inclusion program for all employees across the resort.
• Implemented full customer service training program, Academy of Service Excellence, resulting in an increase customer service from 4.5 to 6.4 out of 7.
• Established systems such as administrative tools and forms for the Human Resources department to streamline workload.
• Planned large-scale employee functions such as themed Christmas, yearly team member kickoff, and anniversary parties as well as monthly recognition programs.

• As the Founder and Owner of 5STARconcepts, I executed training and coaching for hotels, resorts, and senior living facilities on customer service and sales training. I oversaw 12-13 employees executing coaching.
• Aided clients, such as the Peninsula Hotels in New York and Chicago, Grand Wailea Resort in Maui, Stein Erikson Lodge in Park City, and the Grand America Hotel in Salt Lake City, to maintain AAA, Forbes, and Mobile.
• Doubled capture rates on reservation for the Hilton Waterfront in Huntington Beach and the Fender Valley Resort in Sacramento.
• Designed and taught two Diversity and Inclusion programs for top-level management and employees.

Dublin, Ohio, US

• For this role, I led sales and service skill training for hotels and resorts across North America for clients ranging from Days Inn to KSL Resorts. I collaborated with product developers and instructional designers to.
• Designed and implemented $2M training program for IHG hotels' priority club with training focused on novel loyalty initiative.