Ryan St Marie
Revere
Summary
Hotel and Property Management Specialist with over 25 years of leadership expertise in luxury hospitality, condominium management, and customer service operations. Proven ability to lead teams of over 40 members while managing multimillion-dollar budgets to enhance financial performance and streamline operational costs. Recognized for cultivating high-performing teams, strengthening board relationships, and consistently delivering exceptional resident and guest experiences. Committed to driving continuous operational improvement through innovative strategies and a focus on excellence.
Overview
1
1
Certification
22
22
years of professional experience
Work History
General Manager - One Charles Condominium
The Dartmouth Group
05.2022 - Current
- Led 22 direct and 20 indirect employees to enhance team performance and operational efficiency.
- Developed policies and protocols to improve the operations of the Condominium
- Created and managed annual budgets of $6M. Ended each of the last three years below budget.
- Reduced overtime by 48% over four years, optimizing labor costs and resource allocation.
- Reduced Unit owner delinquencies by more than 80%.
- Organized monthly social events and annual holiday parties designed for resident engagement.
- Established several unit owner committees to engage owners in the governance of the Association. (Social, Aesthetics & Decor, Welcome & Engagement, Fitness Center)
- Developed connections with government officials to aid in accomplishing association initiatives.
- Received a 9.41 approval rating in the latest annual resident survey.
- Developed and monitored key performance indicators to assess team effectiveness and productivity.
Portfolio Manager
The Dartmouth Group
11.2018 - 05.2022
- Managed the operations of 6 mid-rise condominium properties.
- Coordinated timely maintenance repairs across properties and annual inspections.
- Oversaw the onboarding process for new unit owners.
- Prepared annual budgets.
- Analyzed and reported monthly financial reports for the Board of Directors.
- Organized and led annual condominium owners meetings
- Developed and led monthly Board meetings to align strategies and drive property management initiatives
- Maintained unit owner records.
- Assisted with unit owner questions.
- Negotiated favorable terms with external service providers to reduce costs while maintaining high-quality services for clients.
Assistant Director of Front Office
InterContinental Boston Hotel
07.2016 - 09.2018
- Oversaw the operations of the Front Office for a 424 room, 4 Star luxury hotel. Which included the management of the Concierge, Instant Service, and Uniformed Service teams.
- Lead the Front Office team from #13 to #1 on Tripadvisor and maintained Top 5 standing for several months until departure from the company. .
- Achieved 9/10 corporate goals including achieving 90.04 guest satisfaction score. #2 in all of North America
- Trained and evaluated employees in Forbes standards of service, enhancing service quality and consistency
- Member of several hotel initiative teams to improve Heartbeat, Forbes and Safety scores.
- Scheduled employees according to business forecast, payroll budget guidelines and productivity requirements.
- Analyzed guest feedback and operational data to identify areas for improvement in service delivery.
- Led initiatives to enhance front office procedures, resulting in increased efficiency and reduced wait times.
Director of Guest Services
Battery Wharf Hotel, Boston, MA
10.2014 - 02.2016
- Oversee the operations of the Front of the House staff.
- Oversaw day-to-day operations of 150 room hotel with staff of 15 employees.
- Developed and executed strategic initiatives to optimize guest experience operations.
- Monitored and analyzed guest feedback to identify areas for service improvement.
- Collaborated with department heads to enhance guest experience through coordinated service initiatives.
- Facilitated conflict resolution between guests and staff when necessary, always striving for amicable and creative solutions that created a win-win for both parties.
- Conducted regular performance reviews of staff members, offering constructive feedback aimed at personal development as well as company success metrics achievements.
- Developed and Trained colleagues
- Acted as the Opera Property Management system champion to utilize software programs to reduce unnecessary administrative tasks, so that the staff could focus more on guest interactions.
- Created and managed accurate occupancy forecasts and budgets.
Guest Service Manager /Gold Floor Supervisor
Fairmont Battery Wharf, Boston, MA
08.2011 - 10.2014
- Managed the daily operations of the Front Office.
- Implementation of Service standards
- Fairmont Presidents Club Hotel Champion
- Concierge program ambassador
- Scheduling
- Purchasing
- Training and Development of new colleagues
- Front desk and Concierge duties
- Coordinate with all departments to provide superior service
- Brainstorm proactive and reactive solutions to provide the highest level of service
Head Server/ Trainer
Page’s Loft Restaurant, Northampton, MA
11.2010 - 08.2011
- Helped launch the new restaurant
- Ensure guest satisfaction in a fine dining restaurant
- Initiate new ideas and procedures improve quality and consistency of the restaurant
Summer Intern/Assistant Executive Housekeeping Manager
Pompano Beach Club, Bermuda
05.2010 - 11.2010
- Provided excellent customer service to guests in multiple facets of the resort; Front Desk, Food Service, and Housekeeping.
- Handled cash and occupancy reports for hotel.
- Provided tours of resort and explain facilities and amenities.
- Made reservations and planned leisure activities for guests.
- Scheduled and assigned housekeepers and maintenance staff to their daily projects and conducted room inspections.
Assistant Manager VIP Services/ VIP Agent
The Rio All Suites Hotel & Casino, Las Vegas NV
06.2006 - 12.2007
- Managed the daily operations of the Diamond Lounge
- Forecasted guest expectancy
- Scheduled, Performed Payroll, Inventoried
- Trained staff, Co-wrote training manual
- Handle guest problems and complaints
- Settled employee issues and kept employee logs
- Worked with Hosts to decide appropriate amenities for players
- Created spreadsheets and graphs to monitor costs and consumption
- Evaluated employees on job performance and gave feedback for improvement
Server/Bartender
Eastside Grill
12.2004 - 05.2006
- Served in a fast paced, high volume restaurant
- Reconciled cash and credit card reports
- Trained all new staff on policies, procedures, and menu items to guarantee correct and consistent knowledge by all new servers and bartenders
Education
Master's Degree - Business Administration
University of Massachusetts, Amherst
Amherst, MA01-2011
Bachelor’s Degree of Arts - Psychology, Business
Westfield State University
Westfield, MA01-2004
Skills
- Condominium Operations
- Resident Relations
- Budgeting
- Staff Training & Development
- Financial Management
- Policy Development
- Conflict Resolution
- Process Improvement
- Strategic Planning
- Operational Efficiencies
- Vendor Management
Accomplishments
Community Associations Institute - Community Manager of the Year - 2025
The Dartmouth Group - Rising Star Award - 2019
Battery Wharf Hotel - Leader of the Quarter - 2014
Certification
CMCA - Certified Manager of Community Associations
AMS - Association Management Specialist
Timeline
General Manager - One Charles Condominium
The Dartmouth Group
05.2022 - Current
Portfolio Manager
The Dartmouth Group
11.2018 - 05.2022
Assistant Director of Front Office
InterContinental Boston Hotel
07.2016 - 09.2018
Director of Guest Services
Battery Wharf Hotel, Boston, MA
10.2014 - 02.2016
Guest Service Manager /Gold Floor Supervisor
Fairmont Battery Wharf, Boston, MA
08.2011 - 10.2014
Head Server/ Trainer
Page’s Loft Restaurant, Northampton, MA
11.2010 - 08.2011
Summer Intern/Assistant Executive Housekeeping Manager
Pompano Beach Club, Bermuda
05.2010 - 11.2010
Assistant Manager VIP Services/ VIP Agent
The Rio All Suites Hotel & Casino, Las Vegas NV
06.2006 - 12.2007
Server/Bartender
Eastside Grill
12.2004 - 05.2006
Bachelor’s Degree of Arts - Psychology, Business
Westfield State University
Master's Degree - Business Administration
University of Massachusetts, Amherst
Section name
“Ryan is very self-motivated and went the extra mile to ensure our guests were always taken care of. He is someone that we could rely on to take on any task assigned to him with a sense of purpose and conviction. He always stayed busy and focused.” - Tom Lamb, Managing Director, Pompano Beach Club