Julie Larkin
Gilbert,AZ
Summary
Accomplished Director of Operations with over 25 years of progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
26
26
years of professional experience
Work History
Director of Operations
THE PHOENICIAN RESORT and CANYON SUITES AT THE PHOENICIAN
01.2017 - Current
- Lead the day-to-day operations for the AAA Five Diamond and Forbes Four Star luxury resort consisting of 585 guestrooms and suites, the AAA Five Diamond and Forbes Four Star luxury boutique hotel consisting of 60 guestrooms and suites, and the Forbes Five Star Phoenician Spa
- Member of The Phoenician/ Canyon Suites Executive Committee team providing leadership and guidance for all associates
- Manage and control operational and financial performance including Rooms, Spa and Security productivity in addition to $2 million annual Rooms budget
- Increased Guest Satisfaction score year over year at both properties and achieved company’s highest score in 2023 at the Canyon Suites finishing at 89.8
- Achieved company’s highest financial results in 2023 at The Phoenician Spa of over ten million dollars
- Support hotel operations teams which include: Front Office, Guest Experience, Bell/Door/Valet, Concierge, Housekeeping, Security and Safety, The Phoenician Spa and The Phoenician Residence
- Provide guidance to subordinates, including setting performance standards by coaching, mentoring, while developing knowledge and skills.
Director of Style (Housekeeping)
W SCOTTSDALE
09.2013 - 01.2017
- Led daily operations for a team of 40 Housekeeping, Public Area and Wet Deck associates for 230-luxury guestrooms
- Controlled checkbook and payroll for the Rooms Division, adhering to budgeted or forecasted guidelines
- Developed improvement plans in areas such as productivity, cost control, profitability and guest satisfaction
- Built strong relationships with staff, setting performance standards by coaching, mentoring and developing knowledge and skills
- Worked closely with all operating departments throughout the hotel including third party operators to ensure highest level of guest satisfaction
- Received Talent Coach of the Year in 2014 and Heart of the House Manager of the Year from Arizona’s Lodging and Tourism Association in 2015.
Director of Housekeeping
THE US GRANT
05.2008 - 09.2013
- Led the daily operation for the Housekeeping Departments for 270-luxury guestrooms
- Developed improvement plans and established benchmarks to drive overall operational success in productivity, cost control, profitability, associate and guest satisfaction
- Sustain and build strong relationships with staff and management to create a culture of high-performers and solid execution of guest service
- Provided guidance to subordinates, including setting performance standards by coaching, mentoring and developing knowledge and skills
- Received Leader of the Year in 2012.
Director of Front Office
THE US GRANT
05.2008 - 08.2011
- Led the Front Office, Command Center, Bell, Door, and Concierge operation for the 270-luxury guestroom hotel
- Contribute to overall budget and forecast by efficiently controlling productivity
- Increased GEI problem resolution by 10% by managing Guest Satisfactions Responses
- Partnered with meeting planners and key decision makers to ensure the success of group programs, sustaining high standards and satisfaction results
- Received 100% Supervisor Effectiveness on Associate Satisfaction scores in 2008, 2009 and 2010.
Service Express Manager
THE WESTIN GASLAMP QUARTER, SAN DIEGO
02.2007 - 05.2008
- Led hired, trained and managed the career growth of 25 associates, 2 supervisors and 1 manager in Command Center, Luggage Attendants, In Room Dining and Refreshment Center
- Proactive team player in cost containment and inventory control for Refreshment Center
- Received 100% Supervisor Effectiveness on Associate Satisfaction scores in 2007.
Front Desk Manager/Manager on Duty
THE PHOENICIAN RESORT
10.2004 - 02.2007
- Led the daily operation for the Housekeeping Departments for 270-luxury guestrooms
- Developed improvement plans and established benchmarks to drive overall operational success in productivity, cost control, profitability, associate and guest satisfaction
- Sustain and build strong relationships with staff and management to create a culture of high-performers and solid execution of guest service
- Provided guidance to subordinates, including setting performance standards by coaching, mentoring and developing knowledge and skills
- Received Leader of the Year in 2012.
Front Desk Supervisor/StarGuest Recognition Supervisor
THE PHOENICIAN RESORT
05.2001 - 10.2004
- Led the Front Office, Command Center, Bell, Door, and Concierge operation for the 270-luxury guestroom hotel
- Contribute to overall budget and forecast by efficiently controlling productivity
- Increased GEI problem resolution by 10% by managing Guest Satisfactions Responses
- Partnered with meeting planners and key decision makers to ensure the success of group programs, sustaining high standards and satisfaction results
- Received 100% Supervisor Effectiveness on Associate Satisfaction scores in 2008, 2009 and 2010.
Group Reservations Coordinator
THE PHOENICIAN RESORT
09.1999 - 05.2001
- Led the Front Office, Command Center, Bell, Door, and Concierge operation for the 270-luxury guestroom hotel
- Contribute to overall budget and forecast by efficiently controlling productivity
- Increased GEI problem resolution by 10% by managing Guest Satisfactions Responses
- Partnered with meeting planners and key decision makers to ensure the success of group programs, sustaining high standards and satisfaction results
- Received 100% Supervisor Effectiveness on Associate Satisfaction scores in 2008, 2009 and 2010.
Front Desk Agent
THE PHOENICIAN RESORT
09.1998 - 09.1999
- Led the Front Office, Command Center, Bell, Door, and Concierge operation for the 270-luxury guestroom hotel
- Contribute to overall budget and forecast by efficiently controlling productivity
- Increased GEI problem resolution by 10% by managing Guest Satisfactions Responses
- Partnered with meeting planners and key decision makers to ensure the success of group programs, sustaining high standards and satisfaction results
- Received 100% Supervisor Effectiveness on Associate Satisfaction scores in 2008, 2009 and 2010.
Education
SAN FRANCISCO STATE UNIVERSITY
San Francisco, CA05.1998
Skills
- Strategic planning and execution
- Leadership training
- Cost Control
- Process Improvement
- Operational Efficiency
- Customer Service Management
- Problem-Solving
- Relationship Building
- Budget Control
- P&L Management
- Organizational Skills
- Operations Oversight
Timeline
Director of Operations
THE PHOENICIAN RESORT and CANYON SUITES AT THE PHOENICIAN
01.2017 - Current
Director of Style (Housekeeping)
W SCOTTSDALE
09.2013 - 01.2017
Director of Housekeeping
THE US GRANT
05.2008 - 09.2013
Director of Front Office
THE US GRANT
05.2008 - 08.2011
Service Express Manager
THE WESTIN GASLAMP QUARTER, SAN DIEGO
02.2007 - 05.2008
Front Desk Manager/Manager on Duty
THE PHOENICIAN RESORT
10.2004 - 02.2007
Front Desk Supervisor/StarGuest Recognition Supervisor
THE PHOENICIAN RESORT
05.2001 - 10.2004
Group Reservations Coordinator
THE PHOENICIAN RESORT
09.1999 - 05.2001
Front Desk Agent
THE PHOENICIAN RESORT
09.1998 - 09.1999
SAN FRANCISCO STATE UNIVERSITY
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