Julia Manno
Boston,MA
Summary
Experienced Hospitality Operations Leader with 6+ years of expertise in talent development, team leadership, and optimizing departmental performance. Adept at identifying growth opportunities, mentoring staff, and implementing strategic initiatives that consistently exceed performance goals while enhancing operational effectiveness and guest satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Assistant Director of Housekeeping
The Ritz Carlton - Boston
09.2024 - Current
- Stepped in as Department Head for (4) months, overseeing all room operations from ordering and receiving, inventory, payroll, and onboarding 2 new managers. Managed staff scheduling to accommodate varying occupancy levels, optimizing labor costs and maintaining high service standards.
- Successfully increased cleanliness scores from 66% to 80%, surpassing the year-end goal within just three months through targeted operational improvements and team leadership.
- Led, trained, and developed the housekeeping team of 65+ employees through coaching, performance evaluations, and career development, while resolving performance issues and maintaining a grievance-free environment, despite union contract negotiations.
- Created and implemented budget and inventory strategies that optimized resource use and met financial goals.
- Celebrated as the only dept. within the property to achieve the hotel's year-to-date 2024 GSS cleanliness scores, closing 3% above goal.
Operations Manager
W New York-Times Square
08.2022 - 09.2024
- Ensure compliance with CBA regulations and NYC labor laws for a unionized property while managing scheduling, payroll, and overseeing inventories, ordering, and receiving for (3) departments and 100+ employees.
- Trained and developed (5) managers, including operations, room controllers, and Voyagers, fostering leadership and operational efficiency.
- Lead initiatives to enhance guest experience, collaborating with the executive team to improve GSS and ITR scores, including:
-Reduced furniture defects to under 2% through a 12-month repair project, boosting maintenance scores from 40.4% to 57.1% in 6 months.
-Implemented Elite guest amenity tracking, raising Elite Appreciation scores from 50.5% to 54.5% YTD, and increasing F&B scores from 44.4% to 48.4%. - Developed ADA training materials to ensure staff is equipped to meet accessibility needs, improving service quality for guests with disabilities.
Education
Bachelor of Arts - Hospitality And Tourism Management
San Diego State University
Skills
Opera Lightspeed Oracle Micros Aloha Avero Empower Atlas Hotshop GXP Transcendent ReadSoft Microsoft Word, Excel, PowerPoint, Outlook, Teams
Certification
- OSHA 30 Hour General Industry Outreach Certified
- CHIA Certification in Hotel Industry Analytics
- Serv Safe Food Handler
- Certified Licensed New York State Security Guard
Timeline
Assistant Director of Housekeeping
The Ritz Carlton - Boston
09.2024 - Current
Operations Manager
W New York-Times Square
08.2022 - 09.2024
Bachelor of Arts - Hospitality And Tourism Management
San Diego State University
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