Robert W. Harper IV
Montverde,FL
Summary
With extensive experience in managing front desk operations within the hospitality industry, I have consistently demonstrated a strong commitment to both customer service excellence and operational efficiency. My responsibilities included supervising staff, coordinating seamless check-in and check-out processes, and addressing guest inquiries and concerns with a focus on resolution and satisfaction. I routinely analyzed guest feedback to identify areas for service improvement, leading to enhanced guest loyalty and overall service delivery.
In addition to my front desk management experience, I have held the role of Director of Operations, overseeing daily operations across all departments within a resort. In this capacity, I was responsible for optimizing workflows, improving operational efficiency, and driving cross-functional team collaboration. Through strategic planning and a focus on continuous improvement, I successfully implemented operational initiatives that increased productivity, reduced costs, and fostered a high-performance culture.
My leadership approach centers around employee development, having designed and implemented training programs aimed at enhancing team performance and service quality. By actively promoting a culture of growth and accountability, I was able to elevate team performance and contribute to the overall success of the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Mission Resort and Club
Howey-in-the-Hills, Florida
02.2019 - 07.2025
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Promoted loyalty programs to encourage repeat business from customers.
- Evaluated employee performance through regular feedback sessions and annual reviews.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created and optimized employee schedules for shift coverage.
- Managed guest check-in and check-out procedures, reservations and payments.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Front Desk Night Manager
Casa Monica Hotel
Saint Augustine, FL
11.2015 - 01.2019
- Ensured front desk operations ran smoothly and efficiently throughout the night shift.
- Coordinated with guest services and concierge team to meet guest needs.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Managed guest check-in and check-out procedures, reservations and payments.
Front Desk Supervisor
Sawgrass Marriott Resort & Beach Club
Ponte Vedra, FL
09.2014 - 11.2015
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Monitored the front desk staff to ensure proper customer service was provided.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Resolved conflicts between customers or staff members in a professional manner.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
Hotel Management Trainee - Internship
The Greenbrier Resort
White Sulphur Springs, West Virginia
09.2013 - 09.2014
- Hotel resort management internship program
Education
Bachelor of Arts - Golf Resort Hospitality Management
College of Golf
Port St Lucie 07-2014
Bachelor of Arts - Business
St. Johns College
Saint Augustine, FL05-2003
Skills
- Front desk operations (Hilton and Marriott experience)
- Customer service
- Reservation management (Trained in all third-party reservations)
- Employee training
- Conflict resolution
- Loyalty program promotion
- Teamwork and leadership
- Cross-department coordination
- Complaint management
- Hospitality service expertise
- Sales and upselling
- Policy enforcement
- Emergency preparedness
- Coaching and mentoring
- Marketing and promotions
- Check-in and Check-out procedures
- POS system operation (Micros)
- Leadership qualities
- Safety and security procedures
- Property management systems (Opera, OnQ, Infor)
- Budgeting and finance
- Strategic planning
- VIP guest relations
- Organization and recordkeeping
- Revenue enhancement
- Quality assurance
- Time management (Hotel Effectiveness App)
- Operations management
- Interdepartmental communication
- Vendor interaction
Certification
- CPR training
- Stash rewards training
VOLUNTEER ACTIVITIES
- Assist local church with building fellowship hall
- Work with Project Swing building playgrounds
- Work with Special Olympics by teaching golf to patrons
- Assist in coaching basketball for YMCA league ages 5–10
- Assisted in food drives for local church and dinners
References
References available upon request.
Timeline
Front Desk Manager
Mission Resort and Club
02.2019 - 07.2025
Front Desk Night Manager
Casa Monica Hotel
11.2015 - 01.2019
Front Desk Supervisor
Sawgrass Marriott Resort & Beach Club
09.2014 - 11.2015
Hotel Management Trainee - Internship
The Greenbrier Resort
09.2013 - 09.2014
Bachelor of Arts - Golf Resort Hospitality Management
College of Golf
Bachelor of Arts - Business
St. Johns College