Blake Shutts
Portland,OR
Summary
Results-driven hospitality professional with extensive experience in luxury hotel operations, seeking a senior rooms leadership position. Adept at enhancing guest satisfaction, optimizing operational efficiency, and leading high-performing teams to deliver world-class service. Passionate about elevating brand standards, maximizing revenue opportunities, and ensuring seamless coordination between front office, housekeeping, and guest services. Dedicated to fostering a culture of excellence and innovation to create exceptional guest experiences.
Overview
8
8
years of professional experience
Work History
Room Operations Manager - Pre-Opening Team
The Ritz-Carlton
Portland, OR
07.2023 - Current
- Led pre-opening room operations for the first Ritz-Carlton property in the Pacific Northwest, including setting up and implementing operational processes, policies, and training programs.
- Managed recruitment and training of room division team members, including front desk, housekeeping, bell, concierge, PBX, and guest relations with a focus on delivering Ritz-Carlton's signature service.
- Oversee front office, housekeeping, and guest services operations to ensure a seamless luxury experience.
- Lead a team of 30+ housekeeping employees and 20+ front of house employees, fostering a high-performance culture and professional development.
- Drive guest satisfaction scores (Forbes, AAA, GSS) through staff training and service enhancements
- Implement revenue optimization strategies, maximizing occupancy and upselling opportunities.
Guest Services Manager
The Ritz-Carlton
Laguna Niguel, CA
04.2021 - 07.2023
- Managed daily operations of valet, and bell services, ensuring smooth, timely, and luxurious service for all arriving and departing guests.
- Led and trained a high-performing team of over 40 valet and bell staff, providing ongoing development and ensuring adherence to the hotel's luxury service standards.
- Implemented guest-centric service protocols, ensuring every interaction reflected the hotel’s commitment to excellence and personalized guest experiences.
- Oversaw valet operations, optimizing vehicle flow, reducing wait times, and maintaining vehicle security while ensuring an exceptional arrival experience.
- Monitored bell desk operations, coordinating luggage handling, room deliveries, and guest inquiries to exceed guest expectations.
- Developed and refined SOPs for valet and bell services, ensuring consistent, high-quality service and compliance with brand standards.
Front Desk Manager
The Ritz-Carlton
Laguna Niguel, CA
09.2019 - 04.2021
- Managed front desk and guest services (PBX) ensuring seamless guest experiences.
- Supervised and trained staff, maintaining high service standards and efficiency.
- Coordinated guest arrivals and departures, optimizing vehicle flow and luggage handling.
- Resolved guest issues, ensuring satisfaction and prompt service.
- Maintained operational excellence, ensuring cleanliness, safety, and organization.
Front Office Supervisor
The Ritz-Carlton
Laguna Niguel, CA
01.2018 - 09.2019
- Supervised front desk operations, ensuring efficient guest check-ins and check-outs.
- Trained and mentored front desk staff, maintaining high service standards.
- Handled guest inquiries and concerns, ensuring satisfaction and resolution.
- Managed room assignments and reservations, optimizing occupancy and revenue.
- Coordinated with housekeeping and other departments to ensure smooth guest experiences.
Front Desk Agent / Night Auditor
The Ritz-Carlton
Laguna Niguel, CA
08.2016 - 01.2018
- Performed nightly audits of financial transactions, ensuring accuracy and compliance.
- Processed guest check-ins and check-outs, ensuring smooth operations overnight.
- Balanced accounts, reconciling daily revenues, charges, and payments.
- Handled guest inquiries and concerns, providing excellent service after hours.
- Generated and reviewed financial reports, ensuring hotel’s financial integrity.
Education
B.A. - Communications
University of California, Santa Cruz
06-2016
Skills
- Guest Experience & Service Excellence
- Operational Leadership
- Team Management & Development
- Revenue & Financial Management
- Technology & Systems
- Brand & Compliance Standards
Awards and Experience
- Leader of the Quarter Q1 2022, The Ritz-Carlton, Laguna Niguel
- Leader of the Quarter Nominee, Q3 2024, The Ritz-Carlton, Portland
- Task Force Front Office Manager - The Ritz-Carlton, St. Louis - March 2023 - April 2023
- Strike Task Force - Rooms - The Palace Hotel, A Luxury Collection Hotel - November 2024
- Property 'Breakthrough Leadership Today' Champion
- Opera and GXP Champion
Timeline
Room Operations Manager - Pre-Opening Team
The Ritz-Carlton
07.2023 - Current
Guest Services Manager
The Ritz-Carlton
04.2021 - 07.2023
Front Desk Manager
The Ritz-Carlton
09.2019 - 04.2021
Front Office Supervisor
The Ritz-Carlton
01.2018 - 09.2019
Front Desk Agent / Night Auditor
The Ritz-Carlton
08.2016 - 01.2018
B.A. - Communications
University of California, Santa Cruz
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