Claudio Beckford

Facilitate and design luxury service standards and leadership training that support employee experience strategy and exceptional guest service delivery. Manage quality assurance, including service audits, workplace standards, and improvement opportunities. Translate employee and guest feedback into training plans that led to a consistent 80%+ Net Promoter Scoring (NPS) and a 95% Colleague Engagement Survey rating.

HR Quality & Learning Manager - Pacific Langham Hotels (The Langham, New York, Fifth Avenue) - New York, NY

(2024-12)

• Facilitate and design luxury service standards and leadership training that support employee experience strategy and exceptional guest service delivery.
• Manage quality assurance, including service audits, workplace standards, and improvement opportunities.
• Translate employee and guest feedback into training plans that led to a consistent 80%+ Net Promoter Scoring (NPS) and a 95% Colleague Engagement Survey rating.
• Partner with executive leadership and department leaders to resolve complex employee issues and implement continuous training through LMS programming.
• Oversee employee performance review tracking and analyze with HR leadership to identify high potential individuals.
• Conduct regular business reviews to ensure alignment with brand standards, luxury service expectations, and company KPIs.

Workplace Experience Manager (Contract) - Flexible Finance - New York, NY

(2024-06 - 2024-10)

• Programmed workplace events that enhanced internal satisfaction and office morale.
• Directed day-to-day workplace operations, ensuring a consistent employee experience across office services and spaces.
• Partnered cross-functionally to redesign the onboarding program resulting in a more seamless employee onboarding.
• Led workplace feedback initiatives that strengthened collaboration, engagement, and office culture across teams.
• Implemented strategic initiatives for engagement office amenities, including Lactation Rooms and personal hygiene products that resulted in more in-office presence and compliance.

Freelance Consultant - Experience & Engagement - Independent Freelance - New York, NY

(2023-08 - 2024-06)

• Advised clients on brand positioning and customer engagement strategies, by aligning messaging with target audience behaviour.
• Managed end-to-end project delivery, including timelines, stakeholder communication, and feature prioritization.

Event and Workplace Operations Manager (Contract) - RA at Debevoise and Plimpton LLP - New York, NY

(2023-01 - 2023-06)

• Led law firm event operations for high-profile corporate litigators; delivering an exceptional event experience.
• Managed and developed a service team, ensuring alignment with quality standards and execution excellence.
• Managed vendor performance, logistics, and budgeting to ensure operational efficiency and service quality.
• Served as primary escalation point for service-related issues, ensuring timely and effective resolution.

Learning Sales Consultant - Hone HQ - Los Angeles, CA (Remote)

(2021-11 - 2022-11)

• Drove engagement strategies, contributing to over $2M in revenue across consecutive quarters.
• Partnered with sales and client success teams to deliver tailored L&D solutions aligned with team goals.
• Leveraged CRM tools to track engagement, new business pipeline, and client insights.

Workplace Community Events Manager - WeWork - New York, NY

(2019-06 - 2021-01)

• Led workplace experience strategy within a large-scale, multi-stakeholder environment, driving engagement, retention, and satisfaction.
• Oversaw daily workplace operations, managing high-volume employee and member needs while maintaining service excellence.
• Designed and implemented workplace programs and engagement initiatives aligned with user needs and business goals.
• Collaborated with product and operations teams to enhance workplace experience and service offerings.

Assistant Operations Manager (Rooms & F&B) - Hyatt Centric Times Square - New York, NY

(2017-03 - 2019-05)

• Corporate Management Trainee managing various department teams of 6 - 12 associates; promoted after.
• Managed cross-functional teams of 6–12 employees, overseeing daily operations in a high-volume environment.
• Improved service delivery and operational efficiency through SOP development and performance tracking.
• Increased satisfaction metrics by 5% within three months through data-driven service improvements.

Bachelor of Science - International Hospitality Management - Johnson & Wales University