Manager Quality Assurance

Robert Paul Lambert, MBA, CAM

*** ***** *********** *** # ***, Winter Park, FL 32789 - 407 - 697 - 1543

abij3r@r.postjobfree.com

Objective

Director / VP of Operations, Area Director, General Manager, Management Consultant

Profile

Hospitality professional with 15 years of experience as a General Manager with multi unit

responsibilities for major international hotel corporations, along with a Certified Association

Manager (CAM) license, and an MBA from the Crummer Graduate School of Business at

Rollins College

Financial Analysis Board Member Relations Operations

Management

Business Trend Analysis Budget Creation Team Builder/Motivator

Community Involvement Sales and Marketing Food & Beverage

Forecasting Detail Driven Talent Development

Marketing Communications Risk Management

Experience

Wyndham Worldwide 2009 –2010

Area General Manager – Wyndham Vacation Ownership, Washington DC

Developed young and inexperienced managers and coached them to be confident and proud in

their decision making abilities; Demonstrated how small successes and attention to detail lead to

big picture successes for the health of the brand and resort by capturing and analyzing service

data in an effort to maximize customer loyalty; Developed a service culture of accountability and

autonomy to make service decisions in the best interest of owners; Focused team on the

correlation of service attributes to the overall satisfaction and loyalty of owner base. Executed

employee-marketing plan to coordinate monthly activities that celebrated successes of resort and

individuals; Developed multiple Home Owner Association (HOA) budgets totaling over $20

million while maintaining board member relations and validated fee structures for year over year

assessments for two vacation ownership resorts; Administered all association governance

activities to include quarterly operational updates and annual meetings

Achieved top Team Member Loyalty score in North East Region of 86%

Awarded Gold Pineapple Award for quality and service

Top 5 in Total Quality Index (TQI) for like size resorts

Hilton Hotels Corp 1998 – 2009

General Manager – Hilton Grand Vacations (HGV), Orlando, FL 2007 – 2009

Created new service initiatives that delivered on the owner experience; Quickly analyzed

business processes and directed corrective measures where needed by analyzing service data;

Liaised with third party capital budgeting consulting company to determine annual monetary

contributions to the reserve budget to keep asset in like new condition; Recruited, trained, and

motivated over 300 team members to execute exceptional service levels for a 720 unit vacation

ownership resort that encompassed 41 acres in the heart of Walt Disney World, Sea World, and

Universal Studios;

Delivered #1 ranked HGV property in terms of guest satisfaction

BETA test property for new property management system

Achieved 85% team member loyalty scores which was # 1 in the company

Scored four consecutive “outstanding ratings” (90 or above) during Quality Assurance

Audits

General Manager – Hilton Grand Vacations, Las Vegas, NV 2005 –

2007

Brought stability and accountability to a 304-unit vacation ownership resort in the heart of the

Las Vegas strip; Supported a service culture that supported team member decision-making at the

moment of guest interaction for both union and non-union team members; Overcame unit

deficiencies of fourteen-year old resort with creativity and a detailed preventative maintenance

program to support a 90% yearly occupancy level

Achieved 96% team member loyalty score, #1 in the company

Developed $14 million dollar HOA and room rental budget

General Manager – Doubletree Hotel, Downtown Dayton, OH 2002 – 2005

Returned credibility to this 185 room full-service hotel built in the 1800’s in the heart of

Downtown Dayton Ohio; Worked with Downtown Dayton Partnership and city officials to attract

travel and tourism and local foot traffic in an effort to support newly installed city amenities;

Directed engineering team on initiatives to maximize efficiency of hundred-year old building so

to deliver the best possible guest experience; Fostered positive relationship with ownership group

based in Brussels, Belgium

Achieved 100 % Rev Par Index in competitive set

10% profit of on site restaurant for first time in history of outlet

Outstanding ratings (above 90%) in all quality assurance and internal audits

93% team member loyalty, highest in region

General Manager – Homewood Suites by Hilton, St. Louis, MO 2000 – 2002

Recruited and trained team on all aspects of operations to include front office, housekeeping,

F&B, sales and marketing, and engineering for 145-unit extended stay property; Coordinated

grand opening celebration with Chamber of Commerce to ensure maximum exposure; Integral

piece of construction team for the creation of punch list items to ensure final product met brand

standards

Maintained 70 / 30 flow through margins to meet hotel budget goals

Achieved 90% team member loyalty

Delivered 100% Rev Par Index within first six months of operation

General Manager – Homewood Suites by Hilton, Baton Rouge, LA 1998 –

2000

Recruited and trained team on all aspects of operations to include front office, housekeeping,

F&B, sales and marketing, and engineering for 108-unit extended stay property; Coordinated

grand opening celebration with Chamber of Commerce to maximize exposure in the local

market; Vital role in construction of asset and the creation of punch list items to ensure final

product met brand standards

Achieved 85% team member loyalty while developing creative staffing models to

increase profitability during low demand periods

Delivered 70 / 30 flow through financial results

Area Manager - Extended Stay Hotels, St. Louis, MO 1996 - 1998

Worked with general managers to ensure product quality and service standards were met within

six economy-priced extended stay hotels; Created a “cluster” concept that pooled resources from

all sites to realize operational synergies; Performed monthly financial reviews with each general

manager to identify trends and opportunities

• 100% Rev Par Index for all six properties

• 90% plus in all six quality audits

Senior Sales Manager - Residence Inn / Courtyard by Marriott, Columbus, OH 1994 - 1996

Represented two Marriott branded properties in the local market through outside sales functions;

Generated new corporate accounts and maintained current relationships to ensure repeat

business; Was active in community activities in an effort to build brand recognition and property

loyalty

Achieved 100% of budgeted room nights as an outside sales manager for two properties

Rev Par Index above 100 for both properties

Education

Rollins College – Crummer Graduate School of Business

MBA, Masters in Business Administration

Troy State University

BS in Business Administration

Certified Association Manager - Florida CAM license holder

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