Gavin Graham
Los Angeles,CA
Summary
Dynamic senior operations leader with extensive global experience managing luxury hotels, resorts, and residences across multi-property portfolios. Expert in establishing operational frameworks, service standards, and governance policies that ensure exceptional service and care for high-value residences. Skilled in overseeing multi-million-dollar budgets, designing bespoke butler and amenity programs, and leading cross-functional teams across legal, finance, design, and human resources. Recognized as a trusted advisor to developers, residential boards, and homeowners for discretion and refined standards. Proven track record in strategic planning, risk management, resource allocation, and fostering collaboration to achieve organizational objectives within ultra-luxury environments.
Overview
12
12
years of professional experience
Work History
Senior Director, Residential Operations, Global
Rosewood Hotels & Resorts
Los Angeles
01.2022 - Current
- Oversee global operations for 16 active projects and 8 operating residences, facilitating management of over 400 luxury units with valuations ranging from $5 million to $45 million.
- Created estate-level service delivery frameworks to enhance personalized butler programs, amenity offerings, and homeowner interaction.
- Create comprehensive staffing frameworks and organizational hierarchies to enhance hiring, training, and leadership development processes.
- Oversee development and management of residential operating budgets between $2.5M and $4M per property.
- Cultivate relationships with homeowners and boards by conducting monthly meetings and weekly engagement sessions.
- Collaborate with legal, finance, design, and HR departments to streamline project execution.
- Oversaw development and launch activities of 17 private estate homes at Beverly Hills Rosewood Residences, ensuring operational structures aligned with ultra-high-net-worth community standards.
Senior Director, Global Operations
Rosewood Hotels & Resorts
Los Angeles
01.2019 - 01.2022
- Managed global operations for Rosewood properties across North America, Caribbean, and Europe with a focus on Rooms, Guest Experience, and Technology.
- Success in luxury development concepts, strategy and execution of luxury hotel projects
- Collaborate with luxury brand and corporate leaders to determine branding options and operational excellence.
- Innovative approach to customer service and operational excellence.
- Provided pre- and post opening support for new-build and conversion projects, including training, technology integration, and operational readiness planning.
Director, Guest Experience
Rosewood Hotels & Resorts
Los Angeles
01.2017 - 01.2019
- Established global guest experience standards and operational frameworks supporting service consistency and personalization for 26 properties.
- Managed implementation of guest journey touchpoints, enhancing high-touch service delivery.
- Supported rollout of operational platforms (Opera, Knowcross) and training programs globally.
Opening Program Manager – Global Operating Center (GOC)
Hyatt Corporation, Chicago
Chicago
10.2014
Director of Project Services – The Americas
Hyatt Corporation, Chicago
Chicago
04.2012
Corporate Rooms Manager - Hyatt International
Hyatt Corporation, Chicago
Chicago
10.2010
Director of Rooms
Hyatt - Park Hyatt Chicago
Chicago
01.2009
Executive Housekeeping Manager
Hyatt - Park Hyatt Chicago
Chicago
01.2007
Director of Guest Service Operations
Hyatt - Park Hyatt Chicago
Chicago
01.2005
Education
Bachelor of Arts (Honors) - International Hospitality Management
Thames Valley University
Higher National Diploma - Hospitality Management
Northern Ireland Hotel and Catering College, University of Ulster
Skills
- Excellence in service
- Recruiting and staffing
- Leadership – Team Building
- Estate & Multi-Property Operations
- Budget Oversight & Financial Planning
- Vendor & Service Oversight
- Pre-Opening & Operational Readiness
- Crisis & Emergency Planning
- Capital Investment project planning
- Project management
- Training and development
- Flexible and adaptable
- Attention to detail
- Relationship building
Accomplishments
- Over 25 years of leadership experience in ultra-luxury hotel and residential operations across global markets.
- Successfully supported the opening of 22 luxury hotels and 3 ultra-luxury residential properties across North America, Europe, Caribbean, and Mexico.
- Developed global brand standards, butler programs, and lifestyle service models , enhancing personalized service delivery across multiple luxury properties.
- Introduced global emergency response protocols and operational governance frameworks , strengthening business continuity and crisis preparedness.
ADDITIONAL INFORMATION
- Languages: English
- References: Available upon request
Timeline
Senior Director, Residential Operations, Global
Rosewood Hotels & Resorts
01.2022 - Current
Senior Director, Global Operations
Rosewood Hotels & Resorts
01.2019 - 01.2022
Director, Guest Experience
Rosewood Hotels & Resorts
01.2017 - 01.2019
Opening Program Manager – Global Operating Center (GOC)
Hyatt Corporation, Chicago
10.2014
Director of Project Services – The Americas
Hyatt Corporation, Chicago
04.2012
Corporate Rooms Manager - Hyatt International
Hyatt Corporation, Chicago
10.2010
Director of Rooms
Hyatt - Park Hyatt Chicago
01.2009
Executive Housekeeping Manager
Hyatt - Park Hyatt Chicago
01.2007
Director of Guest Service Operations
Hyatt - Park Hyatt Chicago
01.2005
Higher National Diploma - Hospitality Management
Northern Ireland Hotel and Catering College, University of Ulster
Bachelor of Arts (Honors) - International Hospitality Management
Thames Valley University