Marshall Kelberman joined The Peabody Orlando in 1988 as director of human resources, and was appointed director of rooms in 1992.

One of the most onerous and all-encompassing positions in hotel management, Kelberman is responsible for the day-to-day operations of the hotel's 891 rooms and suites, and 57,000 sq. ft. of flexible meeting space.

What does a director of rooms actually do? Everything. Kelberman supervises 312 associates, manages front door, bellstand, front office, front desk, concierge, PBX, guest technology, Executive Business Center, the hotel's tri-level Peabody Club, the Peabody Athletic Club, the hair Salon, Pool Deck, Tennis Courts, Captain's Choice Golf Pro Shop, housekeeping, public area cleaning, housekeeping, laundry, dry cleaning, recreation level, shops, boutiques, transportation, and most importantly, security.

How does Kelberman accomplish all of this? He has systematically developed a team of department heads who have been with him since his appointment in 1992. They complement each other, and have evolved into a mature and dynamic hotel management team.

The warm arrival greeting by snappily-uniformed doormen; the efficient front desk check-in, the bellmen who deliver luggage to the guestroom, the smooth, efficient check-in at the front desk, are the guest's first impressions of this magnificent hotel. The crisply made-up bed, the fluffy towels in the sparkling marble bathroom, the gleaming toiletries, are the result of his housekeeping department; the knowledgeable concierge staff who answer all manner of questions and arrange those myriad chores hotel guests need while away from home, and the safe and secure environment provided by the hotel's crack security team, are all the result of Kelberman's strategic training and direction.

His participation and leadership for the elevation of the hotel's guest and associate satisfaction, led to the hotel's development of unique service cultures such as Peabody Personal Service, Critical Moments of Service, and the installation of sophisticated GuestWare technology to monitor and manage guest-related needs and concerns. He has been a leading light in the broadening application of the award-winning Peabody Service Excellence® and a formidable proponent of Preferred Hotels & Resorts Worldwide Inc. 1600 Quality Criteria. He currently serves as co-chairman of the hotel's Peabody Service Excellence® committee and continues to monitor progress, fine-tune and expand the Peabody's service culture.

Kelberman began his career in the hotel/hospitality business in human resources some twenty years ago and is a Certified Human Resource Executive (CHRE). He was one of the nation's first CHREs (ranked 2 nd in Florida, 16 th in the nation). He has held various director level positions with the Grosvenor Resort and the former Buena Vista Palace properties within the Walt Disney World Village in Orlando.

In 1996, he became a Certified Rooms Division Executive (CRDE) and was recertified in 2001. As director of rooms, Kelberman's prototype training and development programs have revolutionized the hiring process, strengthened training procedures and elevated service levels throughout the hotel, culiminating in the American Hotel & Lodging Association's 2001 Guest Relations Award for the hotel.

He was previously named “Outstanding Business Leader of the Year” by the Orange County Vocational Association, and served a five-year term as a board member of the International Drive Resort Chamber of Commerce.

Kelberman has been awarded numerous honors for his dedication to, and pursuit of, excellence. In 1990 Valencia Community College gave him the “Hospitality Leader of the Year” award. In 1992, he won the American Hotel & Lodging Association's Educational Institute Lamp of Knowledge award as “Outstanding Trainer – Property Level,” for his ground-breaking work in instituting progressive training procedures. Kelberman was first in Central Florida to instruct college-accredited courses on-site at The Peabody Orlando. In 1996, he was among The Orlando Business Journal's Forty under 40 Up and Comers,” an annual award which recognizes the area's leading businessmen and women.

A native of Utica, New York, and a 1981 Political Science graduate of State University of New York College at Brockport, Kelberman also undertook his graduate studies in public administration at that college. He lives in Orlando with his wife and three children.

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