JULIAN DAVID CLAVIJO
Miami Beach
Summary
Luxury Hotel General Manager and operations leader with 10+ years of experience across 4-5 star boutique hotels, international lifestyle brands, and cruise lines. Proven track record of full property hotel operations management, P&L (Profit and Loss) ownership, revenue management and forecasting, and guest satisfaction improvement in fast-paced, high-end environments.
Currently, I am the Hotel Operations Manager at a one-Michelin-key boutique hotel in Miami Beach, and I was previously the General Manager of a design-focused boutique hotel, leading a team of about 40 employees and managing a multi-million-dollar operating budget. Known for optimizing RevPAR (Revenue per available room), improving GOP, and developing high-performing teams that deliver consistent brand standards and outstanding guest reviews.
Open to Hotel General Manager, Hotel Manager, and Director of Operations roles in full-service luxury or boutique properties in major U.S. markets.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Hotel Operations Manager
HOTEL GREYSTONE (ONE MICHELIN KEY)
02.2025 - Current
- Led full-scale daily operations for an award-winning luxury boutique hotel, directing Front Office, Housekeeping, Food & Beverage, and Guest Experience teams across 24/7 operations, while maintaining Forbes- and Michelin-level service standards.
- Spearheaded service excellence, quality assurance, and brand standards initiatives, contributing to Hotel Greystone’s Michelin Key 2025 recognition, ranking the property among the top luxury hotels in the United States.
- Partnered with ownership and corporate leadership to execute strategic initiatives that increased guest satisfaction scores by 8–11%, improved online reputation ratings, and supported sustained RevPAR and ADR growth.
- Drove labor optimization and expense control strategies, reducing labor costs by 3–5% year-over-year while preserving service quality and team engagement.
- Oversaw rooms division performance, improving housekeeping productivity by 10%, increasing room readiness and turnover efficiency, and reducing guest service recovery incidents.
- Mentored and developed department heads and supervisors, resulting in higher leadership retention, stronger internal promotion pipelines, and consistent operational execution across all departments.
- Elevated brand presence and revenue opportunities through personalized luxury guest experiences and high-profile event execution, contributing to repeat business growth and premium guest loyalty.
General Manager
6080 DESIGN HOTEL BY ESKAPE COLLECTION
01.2023 - 02.2025
- Provided full P&L and operational leadership for a luxury boutique hotel, directing all departments, and leading a 30+ employee team while managing a multi-million-dollar operating budget.
- Developed and executed strategic business and operational initiatives that strengthened market positioning, enhanced brand reputation, and consistently achieved financial performance targets.
- Implemented cost control, labor optimization, and expense management strategies, improving operating margins while preserving luxury service standards, and guest satisfaction.
- Cultivated a guest-centric culture of excellence and personalized service, driving measurable improvements in online reputation: OTA scores increased from 8.0 to 8.5, Google ratings improved from 3.5 to 3.9, and increased repeat guest and referral business.
- Ensured full compliance with brand standards, SOPs, and quality audits, maintaining consistent delivery of high-quality service, and attention to detail across all guest touchpoints.
- Led the planning and execution of high-profile events and activations, generating incremental revenue, and attracting new luxury clientele.
- Built and maintained strong relationships with key stakeholders, including ownership, guests, business partners, and local authorities, ensuring seamless operations, and positive community engagement.
Operations Manager
6080 DESIGN HOTEL BY ESKAPE COLLECTION
04.2022 - 01.2023
- Assumed overall responsibility for the hotel's operations, ensuring service excellence and guest satisfaction.
- Collaborated with department heads to develop and implement strategies to enhance service quality, streamline operations, and optimize revenue.
- Led and motivated a diverse team, fostering a guest-centric culture and promoting professional development.
- Implemented effective cost control measures, resulting in improved financial performance and increased profitability, reducing cost in labor and expenses in a 10% less.
- Orchestrated major renovation projects, ensuring minimal disruption to guest experiences and maintaining the hotel's luxury standards.
Assistant Guest Services Manager | Guest Services Trainer | Guest Services Supervisor | Guest Services Associate
CARNIVAL CRUISE LINE
Miami
06.2017 - 06.2022
- Led Guest Services Office operations in a high-volume environment, supervising supervisors and Guest Services Associates, while supporting an average of 3,000 to 4,000 guests per voyage.
- Managed and resolved 50–100+ guest interactions per shift, including service recovery cases, special requests, and escalated concerns across multiple onboard departments.
- Ensured all operational, administrative, and side duties were completed accurately and on time, maintaining compliance with company policies, SOPs, and guest experience standards.
- Served as the primary escalation point for guest issues across all operational areas, delivering timely resolutions, and appropriate compensation in accordance with Carnival Guest Recovery Guidelines.
- Collaborated daily with cross-functional onboard teams (Housekeeping, Food & Beverage, Security, Technical, and Operations) to address service issues efficiently, and ensure consistent guest satisfaction.
- Oversaw team scheduling and manpower planning, balancing fair shift allocation with optimal coverage during peak guest demand periods, such as embarkation, sea days, and disembarkation.
- Conducted customer service training and coaching sessions, improving communication, service consistency, and guest engagement across the Guest Services team.
- Ensured all guest cases were resolved promptly and professionally, consistently meeting or exceeding guest expectations, while protecting brand standards.
- Recognized as Team Member of the Month multiple times, reflecting strong leadership, service excellence, and high performance across several roles.
- Demonstrated rapid internal growth, quickly mastering procedures and responsibilities at each level through adaptability, strong operational knowledge, and results-driven execution.
Front Desk Manager | Front Desk Agent
W Hotel Bogota
Bogota
01.2015 - 05.2017
- Managed front office operations, including check-in/check-out, room assignments, guest account management, and service recovery, ensuring a seamless luxury arrival and departure experience.
- Delivered high-touch guest engagement and rapid issue resolution, consistently exceeding guest expectations in a fast-paced, luxury hotel environment.
- Led and supported front desk team members, assigning schedules fairly, promoting teamwork, and fostering a positive, growth-oriented workplace culture.
- Administered loyalty program enrollment and recognition, enhancing repeat business and elite guest satisfaction.
- Completed Starwood Service Culture Essentials training, ensuring alignment with luxury brand standards prior to the Marriott International acquisition.
- Utilized OPERA PMS for reservations, billing, folios, and reporting, maintaining accurate guest records, and financial controls.
- Demonstrated strong initiative and leadership, frequently covering Front Desk Manager responsibilities prior to official promotion.
- Proposed and implemented process improvements that enhanced team collaboration, operational efficiency, and overall service results.
- Recognized multiple times for receiving the highest volume of positive guest comments and reviews across online platforms.
Education
Graduate Studies - Culture Essential and Costumer Services
Starwood Hotels
Bogota, ColombiaGraduate Guest Services College Training - Human Resources Training
Carnival Cruise Line
Miami, FloridaSome College (No Degree) - Train The Trainer
Carnival Cruise Line
Miami, FLBachelor of Science - Industrial Microbiology
Pontificia Universidad Javeriana
Bogota, ColombiaSkills
- Hotel Operations Leadership
- P&L Ownership & Financial Management
- Luxury Guest Experience & Service Excellence
- People Leadership & Talent Development
- Revenue Optimization & Commercial Strategy
- Brand Standards & Quality Assurance
- Rooms Division Expertise
- Strategic Planning & Execution
- Stakeholder & Ownership Relations
Certification
- Crisis Management and Human Behavior course—Carnival Cruise Line
- Crowd Management Course—Carnival Cruise Line
- Security Awareness training – Carnival Cruise Line
- Train the Trainer For Qualified Persons – Carnival Cruise Line
Languages
- English
- Spanish
- Portuguese
Timeline
Hotel Operations Manager
HOTEL GREYSTONE (ONE MICHELIN KEY)
02.2025 - Current
General Manager
6080 DESIGN HOTEL BY ESKAPE COLLECTION
01.2023 - 02.2025
Operations Manager
6080 DESIGN HOTEL BY ESKAPE COLLECTION
04.2022 - 01.2023
Assistant Guest Services Manager | Guest Services Trainer | Guest Services Supervisor | Guest Services Associate
CARNIVAL CRUISE LINE
06.2017 - 06.2022
Front Desk Manager | Front Desk Agent
W Hotel Bogota
01.2015 - 05.2017
Graduate Studies - Culture Essential and Costumer Services
Starwood Hotels
Graduate Guest Services College Training - Human Resources Training
Carnival Cruise Line
Some College (No Degree) - Train The Trainer
Carnival Cruise Line
Bachelor of Science - Industrial Microbiology
Pontificia Universidad Javeriana