James Graziano

With more than ten years of experience in hotel front office operations. I consistently excel at developing my managing talents, communication, team building and time management. My commitment to personal and professional excellence is what makes me an excellent candidate.

ROOMS OPERATIONS MANAGER | RENAISSANCE BOSTON WATERFRONT | JULY 2021 – PRESENT

• Work with Director of Operations to actively oversee key property services for reopening phase; including front office; concierge; gift shop; room revenue; guest service scores; training.
• Attend weekly productivity and forecast meetings to ensure front office is properly staffed for business operations and hours stay within weekly/monthly budget.
• Oversee assistant operations managers, front desk agents, concierges, lounge attendants and bellmen.
• Keep inventory and order supplies for front office, gift shop and club lounge while maintaining monthly financial budget and ensure PO’s are closed at end of month.
• Created and hired new Lead Concierge position. Oversaw responsibilities and implemented a new amenity program for our elite members from local businesses.

• Oversaw all surrounding front office staff, including but not limited to: concierge, PBX, valet/bellmen.
• Ensured guests received prompt, professional attention while being greeted upon arrival.
• Lead stand up meeting with staff at the beginning or end of each shift.
• Assist in payroll responsibilities, weekly schedule, hotel night audit and reporting process.

• Managed front desk team during peak check-in times for unionized 285 room property.
• Responsibilities include but were not limited to monitoring room inventory, policy and procedure implementation, guest service standards, payroll, training and counseling of front desk agents.
• Coordinate with housekeeping and engineering team to ensure all requests and actions are resolved.
• Ensure guest satisfaction by interaction, offering suggestions and resolving any guest complaints.
• Support rooms management and preparation for ten month hotel renovation project.

• Managed daily Front Office and Housekeeping departments in a 204 room unionized property.
• Review weekly staffing levels to ensure guest service, operational needs and financial objectives are met.
• Develop and implement a perfect check-in program to improve guest survey scores and meet hotel goals.
• Oversee training, developing, counseling, disciplining, motivating and coaching of staff.
• Ensure team members maintained high guest service standards and complete daily work assignments.
• Conducted monthly and quarterly inventories to decrease inventory discrepancies in housekeeping.
• Supervise and inspect the cleaning of guest rooms, public areas and back of house; ensure compliance with accident/loss prevention programs.

• Managed Overnight Team in luxury boutique hotel. “#1 Hotel in Boston”- Travel and Leisure Magazine.
• Lead overnight operations across the front desk, bellman/valet, housekeeping, kitchen, and room service.
• Responsible for interviewing and training new night and day employees.
• Assisted in ensuring that all associates adhere to the hotels Four Star and Four Diamond standards.

Hudson High School Diploma - 2010