Robert Forrest
Naples,FL
Summary
Dynamic leader with a proven track record at Ritz-Carlton Naples Beach Resort, excelling in staff training and development and sales strategy innovation. Fostered collaborative environments, driving creativity and operational efficiency. Achieved notable member satisfaction and revenue growth, demonstrating a unique blend of strategic vision and interpersonal skills. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
39
39
years of professional experience
Work History
Member Services Director
Naples Bay Club
03.2020 - Current
- Generate sales of new social memberships
- Create marketing plan to generate interest of prospective members in the local community
- Create weekly membership statistic report to leadership team and ownership on active members, revenue and prospective members
- Assist in organizing and creating member events
- Foster strong connections with members
- Be present on the floor during member events
Assistant Club Manager
Naples Bay Club
03.2016 - 03.2020
- Streamlined administrative processes for improved efficiency in day-to-day operations.
- Hired and trained staff to provide warm yet relaxed ambiance
- Built strong relationships with members through active listening, empathy, and personalized attention.
- Implemented safety protocols to maintain a secure environment for both staff and members.
Overnight Hotel Manager
Ritz-Carlton Naples Golf Resort
03.2014 - 03.2016
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Coordinated departments for efficient operations
Front of House Supervisor
Ritz-Carlton Naples Golf Resort
09.2010 - 03.2014
- Enhanced customer satisfaction by providing attentive service and addressing concerns promptly.
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
- Conducted regular employee evaluations to assess performance, provide constructive feedback, and set goals for improvement.
- Performed cash handling activities and secured nightly bank deposits.
Owner/Operator Stump Grinding
Forrest Stump, LLC
01.2003 - 07.2010
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
Senior Business Analyst
Micros- Fidelio (Oracle)
07.1999 - 12.2002
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives for Opera Property Management Software.
- Created detailed user templates for Opera PMS enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering meetings, resulting in clear project objectives and deliverables for clients.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
Rooms Division Manager
Edgewater Beach Hotel
12.1996 - 07.1999
- Trained rooms division leaders on standards and hotel procedures.
- Upheld high standards for guest service and led by example and benchmarked standards.
- Coordinated operations between the departments in the rooms division for successful daily operations.
- Streamlined operations for increased efficiency, focusing on staff scheduling and resource allocation.
- Monitored cost per operating room, payroll and capital expense budgets.
Front Desk Manager
Ritz-Carlton Naples Beach Resort
12.1993 - 12.1996
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Director of Security
Ritz-Carlton Naples Beach Resort
08.1992 - 12.1993
- Established strong communication channels between departments on matters related to safety and security concerns, fostering collaboration among stakeholders.
- Constructed incident-reporting mechanisms for staff members which streamlined information flow during emergencies or crisis situations.
- Reviewed existing policies and procedures to identify areas for improvement, streamlining processes without sacrificing effectiveness or compliance standards.
- Oversaw safety of guests, employees and and assets by enforcing and regulating security policies and procedures and monitoring and maintaining security systems.
- Reported monthly risk management incidents and loss control prevention risks.
Manager on Duty
Ritz-Carlton Naples Beach Resort
08.1991 - 08.1992
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
Housekeeping Manager
Ritz Carlton Naples Beach Resort
10.1989 - 08.1991
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair & cleanliness needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Scheduling and assigned daily tasks
Food & Beverage Supervisor
Ritz-Carlton Naples Beach Resort
11.1985 - 10.1989
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Reduced wait times during peak hours by efficiently allocating resources and coordinating between front-of-house and back-of-house teams.
- Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
Education
Bachelor of Arts - Sociology
John Carroll University
Cleveland, OH05-1983
Skills
- Staff Training and Development
- Collaborative mindset
- Innovation and Creativity
- Sales strategy development
Accomplishments
- Achieved 340 to 483 memberships by completing lead development with accuracy and efficiency.
Malcolm Baldrige Award 1992
As part of the Ritz Carlton Management team we excelled in highest service in the hospitality industry, I was instrumental in benchmarking and streamlining processes on how daily operations are handled.
Languages
Spanish
Limited Working
Timeline
Member Services Director
Naples Bay Club
03.2020 - Current
Assistant Club Manager
Naples Bay Club
03.2016 - 03.2020
Overnight Hotel Manager
Ritz-Carlton Naples Golf Resort
03.2014 - 03.2016
Front of House Supervisor
Ritz-Carlton Naples Golf Resort
09.2010 - 03.2014
Owner/Operator Stump Grinding
Forrest Stump, LLC
01.2003 - 07.2010
Senior Business Analyst
Micros- Fidelio (Oracle)
07.1999 - 12.2002
Rooms Division Manager
Edgewater Beach Hotel
12.1996 - 07.1999
Front Desk Manager
Ritz-Carlton Naples Beach Resort
12.1993 - 12.1996
Director of Security
Ritz-Carlton Naples Beach Resort
08.1992 - 12.1993
Manager on Duty
Ritz-Carlton Naples Beach Resort
08.1991 - 08.1992
Housekeeping Manager
Ritz Carlton Naples Beach Resort
10.1989 - 08.1991
Food & Beverage Supervisor
Ritz-Carlton Naples Beach Resort
11.1985 - 10.1989
Bachelor of Arts - Sociology
John Carroll University
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