Matthew E. Keller

A successful Multi Branded Operations and Property Manager with extensive experience in overseeing daily operations including front office, guest services, maintenance, housekeeping, corporate and ownership relations as well as correspondence on behalf of the organization through brand survey response, inbound inquiries, and echannels. Background includes recognition in excellence in customer service, operations, sales, marketing, charitable events and profitability.

Professional Experience:

PHM Hospitality Consultants, Dallas, TX 2015 – Present

Task Force Training Manager – Minneapolis Marriott NW Hotel

A 230 Room, 4 Star, 3.5 Diamond Full Service Hotel

Training of Front Office Team focusing on Guest Satisfaction, Marriott Rewards member appreciation, and communication.

Re-trained the Front Office Team in current and brand SOP’s, local SOP’s, PBX scripting and brand requirements. Instituted the “At Your Service” program in PBX.

Introduced new and unique methods of guest engagement and appreciation.

Increased Overall GSS by 5 points, Arrival Experience 6 points and Marriott Rewards Appreciation by 10 points. Ensured all Metrix are within the “Green Zone”

Task Force Front Office Manager – Renaissance Asheville Hotel

A 277 Room, 4 Star, 4 Diamond Full Service Hotel

Conducted 2 BSA Audits for entire hotel, notated failures, and recommended corrections.

Increased Overall GSS from 47.3 to 68.2 (Rank 81/88 to 33/88) Increased Arrival Experience from 71.2 to 86.1 (Rank 60/88 to 1/88). Increased Overall Service from 66.7 to 80.0 (Rank 76/88 to 20/88). Increasing Rooms Cleanliness from 66.2 to 78.5 (Rank 85/88 to 32/88).

Re-trained Front Office team to an environment of Proactivity, including but not limited to, re-writing local SOP’s

Re-trained Front Office in engagement, guest recognition, “Wow’s” and reward members’ appreciation.

Increased communication (and proactivity) with housekeeping and front desk.

Crowne Plaza Dallas Downtown, Dallas, TX 2014 –2015

Director of Rooms

A 291room 3.5 Star, 3 Diamond full service hotel

Instrumental in passing the IHG QA inspection consecutively after the property failed the last two.

“Revamped” and controlled the operations for Housekeeping, Front Desk and Engineering

Increased Housekeeper cleaning quality and productivity to under 28 minutes a room

Increased Housekeeping and Front Desk Guest Satisfaction scores

Increased overall customer service and engagement scores

Participated in the overall revenue management .

Renaissance Dallas Richardson, Richardson, TX 2013 – 2014

Director of Guest Services

A 335 room 4 Star, 4 Diamond full service hotel

The voice of the hotel in responding to all guest inquiries, challenges, and ecommerce reviews.

Property Champion for Brand Initiatives (GuestVoice, RFinds, New Navigator Training)

Increase Customer Service scores over various categories.

Participate in revenue and policy meetings as well as ecommerce strategy.

Reduce departmental expenses back into budget requirements.

Renaissance Casa de Palmas, McAllen, TX 2012 – 2013

AGM/Director of Guest Services

A 165 room 4 star, full service hotel

Increased GSS scores from 70.7 to 81.0, raising ranking from 78 of 81 to 36 of 78

Increased Arrival Experience ranking from 79 of 81 to 9 of 78. Departure Experience Score from 82.0 to 88.1

Staff Service from 79.7 to 92.9, Warm and Hospitable from 84.9 to 93.1.

Reduced overall operational expenses by 10%. Increased non budgeted revenues.

Responding and Resolving all guest inquiries.

Courtyard by Marriott, San Antonio Airport North Star 2012 - 2012

Transitional General Manager

A 78 room select service property with 1200 square feet of meeting space. A new CYRB property incorporating the new Bistro concept and Bistro to Go.

Increased GSS scores from 62.5 to 77.9, Problem resolution from 33.3 to 45.5, Arrival Experience from 59.0 to 81 for wave.

Completed Renovation and Bistro transition without significant loss of business or additional expense.

Achieved and exceeded natural ranking in STR reports.

Hilton San Antonio Airport 2007 - 2012

Front Office Manager

A 384 room, 3 1/2 star full service hotel with over 13000 square feet of meeting and convention space, 3 food and beverage outlets, as well as valet and parking facilities.

Oversee and direct the operations of the department to include, but not limited to, Front Desk, Bell Services, Valet, Concierge, and telecommunications.

Creation and implementation of new customer service initiatives, incentives, and procedures to provide continuous education to subordinates, peers and the company as a whole.

Act as the company computer administrator to both Hilton and Davidson Hotels.

Work with reservations, food and beverage, housekeeping, sales managers creating a team atmosphere, increased productivity, and employee morale, which related to a significantly improved return client revenue and satisfaction.

Constant analysis and evaluation of operational expenses in an effort to reduce them to their lowest levels, including but not limited to, vendor monitoring and renegotiations.

Royal American Hospitality, Inc. 2005 - 2007

Corporate Director of Customer Service (Corporate Rooms Director)

Over 1600 three to five star luxury condominiums, 400 hotel rooms, 30,000 square feet of meeting and convention space as well as four food and beverage outlets within 14 buildings.

Consolidation of operations of all 14 buildings into a new central PMS system, incorporating housekeeping and engineering.

Responding to guests, property management and associations as well as individual owners regarding revenues, rentals, unit condition and maintenance.

Dealing directly with the public to maintain an appropriate public image as well as resolving challenges put forward by the guests.

Hilton and Radisson Hotels 1999 – 2005

Front Desk Agent, Front Desk Manager, Assistant Front Office Manager, Front Office Manager

Progressive growth and advancement while building knowledge, gaining experience, and developing operational excellence.

Achievements:

Various IHG Certifications in operations, accounting, front office, housekeeping, opera expert, etc.

Spirit of Hilton Award Winner, Davidson Service Award for Outstanding Customer Service.

San Antonio Airport Hilton Primo Piña Award, Hilton San Antonio Airport, Manager of the Quarter

Consistently passed QA for Rooms Operation with 90% or better.

Assisted in the re-creation of Hilton OnQ University Rooms Division training, Hilton Bright Ideas Pin

Headed up Davidson Hotels Hurricane Ike recovery task force to Houston.

Developed new incentive, distressed passenger and Ad Hoc programs resulting in a significant increase of room’s revenue.

Actively developed relationships that have resulted in over $100,000.00 in referral business to the hotel.

Investigated and installed additional services for the properties creating non budgeted revenues and value added services to our guests. Developed personal customer service response programs.

Achieved significantly higher operational and customer service satisfaction scores for Renaissance, Courtyard, Hilton, Wyndham, Choice and Radisson hotels.

Realized real savings through vendor re-negotiations and replacement, evaluating SOP’s and streamlining them, and constant vigilance of payroll and operating expenses.

Education:

1985 – 1988 Webber International University Babson Park, FL

Bachelor of Science - Retail Management

Bachelor of Science – Marketing

Minor – Communications

Graduated after 3 years

Other Education and Accreditations

Marriott MGS, FSPMS, MARSHA, Fosse as well as CYRB initiatives.

Marriott Required training, look books and Courtyard Bistro Specialist Training

Renaissance Brand Initiatives, guestVoice and RNavigator redevelopment.

Hilton System 21 and OnQ Property Management Systems, Various Hilton OnQ University Course Certifications

Visual One Property Management and Revenue Systems

Radisson “Yes I Can” Customer Service Training Program

Hilton CRM Customer Service Management Training

HPMS II and Fidelio Hotel Management Software

Certified Hotel First Responder, Basic and Intermediate First Aid, CPR Certified.

Safe Serve, TIPS Intervention training, TABC Certification

SABRE, Amadeus, Apollo, and Worldspan Travel CRT Systems, TRAMS Travel Agent Management Software

CLIA Cruise Master, Certified ARC Specialist

Peer Counseling Training

Volunteer Work and Memberships

Committee Chairperson – Give Kids The World

Youth Director – North American Federation of Temple Youth

Volunteer - March of Dimes

Volunteer - Juvenile Diabetes Research Foundation

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