Robert Marshall
Georgetown, Guyana
Summary
Drives seamless operations, effective guest issue resolution, and strengthens guest loyalty through visible leadership, coaching, and empowerment. Is a strong advocate for outstanding service, team engagement, and brand excellence with focus on company’s KPIs. While creating a positive, inclusive, and high‑performing work environment where service excellence, accountability, and continuous improvement are paramount.
Overview
15
15
years of professional experience
Work History
Front Desk Manager
Royal Caribbean Group
1050 Caribbean Way, Miami, Florida
11.2014 - Current
- Oversee day‑to‑day Front Desk operations, ensuring optimal staffing, language coverage, and service flow aligned with voyage needs.
- Develop and manage balanced schedules, ensuring coverage during peak periods, training, and mandatory meetings.
- Collaborate with Finance to ensure adherence to cash handling, foreign exchange procedures, audits, and budget expectations.
- Deliver structured classroom and on‑the‑job training to strengthen performance, service consistency, and leadership readiness.
- Support achievement of quantitative and qualitative targets, including Guest Satisfaction, Brand Quality metrics, Employee Engagement, Safety, and financial controls.
- Protect guest and company confidentiality while demonstrating the highest standards of ethics and professionalism.
Guest Administration Officer
Royal Caribbean Group
1050 Caribbean Way, Miami, Florida
03.2013 - 11.2014
- Efficiently expedites the clearance of the ship through the preparation of necessary accurate customs and immigration reports. Ensures the collection of guest immigration information to prepare manifests for customs and immigration authorities in ports of call. As a key player within the Guest Services division provides the necessary support, lending assistance where needed, in addition to clearance responsibilities as and when deemed necessary by the Front Desk Manager.
- Provides support to Guest Port Services on turnaround day for both departure and boarding. Assists the Guest Services Manager in ensuring that the guests' first impression of service delivery is optimized while delivering a welcoming and efficient boarding experience reflective of our company brand standards.
- Performs any duties as set forth by the Guest Services Manager such as working the Guest Services desk, liaising with guests, assisting with any established procedures within the Guest Services division and actively providing support as the business needs dictate.
Guest Services Officer
Royal Caribbean Group
1050 Caribbean Way, Miami, Florida
09.2011 - 03.2013
- Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively
- Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler's checks or exchanging foreign currencies. Follows established procedures to maintain, safeguard, balance and reconcile, assigned cash float. Assists guests during boarding and departure process, including establishing onboard credit, assisting with Shorex ticket purchases and closing of guest accounts.
- Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.
Education
Certificate in Hotel Management
Ecornell University
Online02-2025
Certificate:Leadership,Coaching,Team, Culture&Time
Ecornell University
Online07-2023
Certificate: How To Build Credibility As A Leader
LinkedIn
Online09-2025
Bachelor of Science - Biology
University of Guyana
Georgetown, GuyanaSkills
- Customer Service
- Coaching & Mentoring
- Problem Solving
- Communication
- Time Management
- Change Management
- Administrative
- Quality Management
- Financial
Timeline
Front Desk Manager
Royal Caribbean Group
11.2014 - Current
Guest Administration Officer
Royal Caribbean Group
03.2013 - 11.2014
Guest Services Officer
Royal Caribbean Group
09.2011 - 03.2013
Certificate in Hotel Management
Ecornell University
Certificate:Leadership,Coaching,Team, Culture&Time
Ecornell University
Certificate: How To Build Credibility As A Leader
LinkedIn
Bachelor of Science - Biology
University of Guyana