Julianna Willey
Sacramento,CA
Summary
Dynamic hospitality professional with a proven track record of aligning guest satisfaction with business objectives. Expertise in managing administrative functions, leading diverse teams, and coordinating facility services ensures operational excellence. Recognized for exceptional multitasking abilities and strategic planning skills that drive efficiency and enhance guest experiences. Authorized to work in the U.S. for any employer, ready to contribute to a thriving hospitality environment.
Overview
4
4
years of professional experience
Work History
Operations Manager
Gravity Haus-Moab
07.2023 - 08.2025
- Managed all ordering of supplies and inventory to ensure seamless operations and cost control.
- Handled full scheduling for staff across departments, balancing labor efficiency with business needs.
- Served as the on-site expert in MEWS (Property Management System), providing support and training to team members and optimizing use of the platform for check-ins, payments, reporting, and guest communication.
- Oversaw daily operational functions, maintained service standards, and enforced SOPs to ensure consistent guest experiences.
- Supervised onboarding, training, and development of team members while fostering a collaborative workplace culture.
- Ensured compliance with safety, HR, and company policies; acted as a key liaison between corporate and on-site teams.
- Built strong vendor relationships and negotiated favorable terms to support operational and budgetary goals
Front Desk Receptionist
Super 8 by Wyndham-Yreka
12.2022 - 06.2023
- Used internal software to process reservations, check-ins and check-outs, calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Answered customer telephone calls promptly and appropriately handled needs
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Front Desk Receptionist
Best Western Plus-Sonora
08.2022 - 12.2022
- Used internal software to process reservations, check-ins and check-outs, calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Answered customer telephone calls promptly and appropriately handled needs
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Front Desk Agent
Ramada Worldwide-Sacramento
08.2021 - 08.2022
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable and handling purchases at gift shop when required.
- Answered multi-line phone system and greeted callers enthusiastically.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Front Desk Agent
MyPlace Hotels-Moab
04.2021 - 08.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable and handling purchases at gift shop when required.
- Prepared weekly employee work schedules for team members.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Education
Bachelor of Science - Criminal Justice
California State University
Sacramento, CA03.2023
Associate in Science (AS) - Criminal Justice
College of the Siskiyous
Weed, CA05.2020
Skills
- Hotel & Property Management
- Strategic Planning & Process Improvement
- Budgeting, Cost Control & Financial Analysis
- Vendor Relations & Inventory Management
- Auditing & Compliance Oversight
- Accounts Payable & Basic Accounting
- Staff Scheduling & Workforce Management
- Team Leadership, Training & Onboarding
- Performance Management & Employee Retention
- Conflict Resolution & Communication Skills
- Supervising Cross-Departmental Operations
- Customer Service Excellence & Guest Satisfaction
- Night Audit & Registration Processing
- Service Standards & SOP Enforcement
- Microsoft Office Suite (Word, Excel, Outlook)
- Google Suite & File Management
- Computer Literacy
- Automated Phone Systems
- Time Management & Attention to Detail
Timeline
Operations Manager
Gravity Haus-Moab
07.2023 - 08.2025
Front Desk Receptionist
Super 8 by Wyndham-Yreka
12.2022 - 06.2023
Front Desk Receptionist
Best Western Plus-Sonora
08.2022 - 12.2022
Front Desk Agent
Ramada Worldwide-Sacramento
08.2021 - 08.2022
Front Desk Agent
MyPlace Hotels-Moab
04.2021 - 08.2021
Associate in Science (AS) - Criminal Justice
College of the Siskiyous
Bachelor of Science - Criminal Justice
California State University
Groups
- Alpha Phi Sigma - Vice President (August 2020 to March 2022)