ROBERT C. BASICH

772-***-**** ad4b6z@r.postjobfree.com

GUEST SERVICE MANAGER

Specializing in Operations Management, Hospitality Management, Guest Services, Staff Training, and Team Leadership Dynamic and strategic operations and hospitality management professional well versed in managing all facets of premier resorts. Seasoned leader with a proven track record of achieving exceptional guest experience and customer satisfaction, while decreasing costs and increasing profitability. Talented team leader with a passion for recruiting, training, developing, coaching, and mentoring top-performing team members and leaders.

Hotel/Resort Management Financial Management Guest Services Management Regulatory Compliance

Hospitality Management Reporting & Auditing Customer Service Staff Training & Development

Operations Management Cash Management Branding & Public Relations Team Leadership PROFESSIONAL EXPERIENCE

Colonial Williamsburg Foundation 2022-Present

Assistant Executive Housekeeper

Oversee operations for two of Colonial Williamsburg’s finest hotels. Ensure that the Williamsburg Lodge retains and overtakes it’s three star ratings through excellent guest service. Ran housekeeping operations at the Williamsburg Woodlands Hotel and kept a high level of service with guest experience in mind. Brought Disney levels of service to both hotels to increase the guest experience while in room.

• Maintain operations throughout while scrutinizing budget control

• Oversee labor using best practices of standardizing boards and areas of coverage

• Making retention a priority to save on training budgets and excellent morale of workforce

• High standards of service were required and retraining instituted to make sure they are recognized and utilized

• Using SMART goals model to increase our attention to achieving goals

• Instituted the four-tier rating scale of employee accountability year end ratings for employees

• Core values for the company was reinstated and competencies discussed in open meetings

• Retraining processes for all employees in housekeeping to standardize the training process.

• Brought Disney levels of service to two Colonial Williamsburg hotels

• Met with housekeeping staff daily through meetings and breakouts to keep every employee current

• Working using Opera Marriott system

DISNEY VERO BEACH RESORT & SPA 2005-2022

Housekeeping Manager/Guest Service Manager/Recreation Manager Spearheaded all facets of operations for a popular vacation club resort, directing a team and managing all aspects of customer service, guest relations, guest activities, bell services, and housekeeping.

Achieved and maintained #1 ranking in guest satisfaction across all Disney resorts.

Awarded “Leader of the Quarter” three times.

Realized significant cost savings of $175K.

Developed and implemented robust Covid-19 mitigation strategies enabling the successful re-opening of the resort.

Exceeded all corporate guest experience goals, consistently achieving top honors company-wide.

Recruited, interviewed, hired, trained, developed, coached, and mentored high-performance team members.

Facilitated a variety of training programs, including new hire orientation, cross-training, and Covid-19 safety training.

Reviewed front office and bell service activity reports, maintaining a database of forecast reports and tracking logs.

Provided exceptional customer service to all resort guests, developing strong relationships with key clients.

Managed department budget, closely monitoring P&L and ensuring all revenue and profit goals were met.

Ensured brand standards were executed consistently throughout the property. ADDITIONAL EXPERIENCE

Housekeeping Manager Front Desk Manager – DISNEY GRAND FLORIDIAN RESORT 1999-2005 Guest Service Manager – DISNEY BOARDWALK RESORT 1997-1999 Auditor Fraud Investigator – DISNEY DEPARTMENT OF REVENUE 1998 Front Desk Supervisor – DISNEY CARIBBEAN BEACH RESORT 1994-1997 EDUCATION & PROFESSIONAL DEVELOPMENT

College: Hotel, Restaurant, and Tourism Management – UNIVERSITY OF SOUTH CAROLINA Professional Training: Operations Management Hotel Management Housekeeping Management Front Desk Management Bell Services Management Valet Management Recreation Management Leadership – DISNEY Housekeeping Management – Colonial Williamsburg Foundation References

Paul Loftus - Executive Housekeeper Colonial Williamsburg 772-***-**** Bonnie Coco - Disney Housekeeping Manager 772-***-**** Janine Tierney – Marriott Niagara Falls 772-***-****

Contact this candidate