Joseph Ruttley
Seattle,WA
Summary
Hospitality and guest experience leader with 9+ years of progressive leadership experience across full-service, luxury, and multi-property hotel environments. Proven ability to design and implement service standards, develop training programs, and lead cross-functional teams to deliver exceptional guest experiences. Track record of improving satisfaction scores, driving employee engagement, and using data-driven insights to enhance service delivery. Master’s candidate in Hospitality Management with a strong focus on service culture, operational excellence, and continuous improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Graduate Seattle by Hilton (Lifestyle Brand)
Seattle, WA
02.2025 - 03.2026
- Implemented structured guest engagement and service recovery strategies, improving overall satisfaction scores and service consistency
- Established and reinforced hospitality standards across Front Office, Housekeeping, and Engineering teams
- Led daily operations while ensuring alignment with service excellence goals and organizational culture
- Acted as primary escalation point for guest concerns, utilizing feedback trends to drive continuous improvement initiatives
- Developed and coached team members on service delivery, communication, and guest interaction standards
- Increased brand enrollment performance from 0% to above standard within six months through team training and engagement
- Analyzed operational and guest feedback data to identify service gaps and implement corrective strategies
- Managed budgeting, forecasting, and labor optimization aligned with business demand
Director of Operations
The Benson Portland, Curio Collection
Portland, OR
03.2024 - 12.2024
- Supported operations of a 287-room union property, ensuring consistent delivery of high-quality guest experiences
- Partnered with department leaders to align service standards and improve operational consistency
- Assisted in development of annual budget and monitored performance to meet financial and service goals
- Led team engagement initiatives that improved communication, accountability, and service culture
- Oversaw valet operations and revenue performance while enhancing guest-facing service delivery
- Utilized performance data and guest feedback to identify trends and implement service improvements
- Implemented inventory management systems, reducing overhead costs and improving stock accuracy.
Director of Operations
PHM Management
Multi-State
09.2021 - 03.2024
- Directed operations across 12+ properties, implementing consistent hospitality standards and service expectations
- Collaborated with leadership teams to align service delivery across Rooms Division, Food & Beverage, and support departments
- Developed and supported training initiatives focused on service excellence and operational consistency
- Improved guest satisfaction scores and operational performance through targeted coaching and process enhancements
- Analyzed financial and operational metrics to identify inefficiencies and implement cost-saving strategies
- Strengthened relationships with corporate clients through improved service delivery and communication
Assistant General Manager
AC Marriott Houston
Houston, TX
02.2021 - 09.2021
- Led cross-functional teams of 45+ employees, reinforcing service standards and improving guest satisfaction by 33%
- Delivered training and coaching to enhance guest engagement and service consistency
- Utilized performance metrics to drive improvements in service delivery and operational efficiency
- Supported revenue growth through upselling strategies and enhanced guest experience initiatives
- Collaborated with department heads to streamline processes, improving overall operational efficiency across the hotel.
Assistant General Manager
GF Hotels & Resorts
Houston, TX
01.2020 - 01.2021
- Managed daily hotel operations with a focus on service quality, team development, and operational alignment
- Supported onboarding and training efforts to ensure consistent understanding of service expectations
- Improved quality assurance outcomes by reinforcing hospitality standards and accountability
- Led payroll, scheduling, and compliance processes while maintaining strong team engagement
- Managed staff scheduling and training programs, enhancing team performance and service delivery.
Education
Master of Science - Hospitality & Tourism Management
San Diego State University
Bachelor of Science - Hospitality & Tourism Management
Florida International University
HR & Accounting Certificate -
Villanova University
Skills
- Guest Experience Strategy
- Service Standards & Culture
- Customer relationship management (CRM)
- Training & Development
- Employee Engagement
- Performance Metrics & KPIs
- Employee Scheduling
- Cross-Functional Leadership
- Budgeting & Forecasting
- Labor & Cost Control
- Operational Strategy
- Hospitality Culture Development
- Training Program Implementation
- Guest Satisfaction Improvement
- Employee Coaching & Development
- Staff management
- Inventory control
- Food Safety and Sanitation
Certification
Additional: ServSafe, Alcohol & Beverage Certification, Finance & Accounting, Organizational Effectiveness
Accomplishments
United States Army Veteran
Timeline
Assistant General Manager
Graduate Seattle by Hilton (Lifestyle Brand)
02.2025 - 03.2026
Director of Operations
The Benson Portland, Curio Collection
03.2024 - 12.2024
Director of Operations
PHM Management
09.2021 - 03.2024
Assistant General Manager
AC Marriott Houston
02.2021 - 09.2021
Assistant General Manager
GF Hotels & Resorts
01.2020 - 01.2021
Master of Science - Hospitality & Tourism Management
San Diego State University
Bachelor of Science - Hospitality & Tourism Management
Florida International University
HR & Accounting Certificate -
Villanova University