Today we’d like to introduce you to Valentina Ricci.
Hi Valentina, so excited to have you with us today. What can you tell us about your story?
I began my journey in hospitality working internationally for about six years, which gave me a strong foundation in luxury service and a global perspective. During that time, my boyfriend at the time, who is now my husband, was relocated to Miami, and I made the decision to follow him and continue building my career in the U.S.
I joined JW Marriott Marquis Miami through a J1 visa internship as a Front Desk Agent. That experience was incredibly important for me because it allowed me to understand the U.S. market from the ground up while contributing my international background to the team.
After completing the program, we got married and I was able to regularize my status. I returned to the JW Marriott Marquis Miami as a Front Desk Supervisor, and from there, my growth was very organic and consistent. Approximately every year and a half, I was promoted to the next level, taking on increasing responsibility across the Rooms Division, until I reached the position of Director of Rooms in February 2020.
Shortly after, the pandemic hit, and like many in our industry, we faced an unprecedented situation. The hotel closed, and when we reopened, it was a completely different environment. I remained in the same role, but the reality had changed significantly. We had to rebuild our operation almost from scratch—redefining structures, reestablishing procedures, and rebuilding team engagement and service culture. That period was one of the most challenging but also the most defining in my career, as it strengthened my resilience, adaptability, and leadership approach.
In 2024, I was promoted to Resident Manager, where I now oversee broader hotel operations, focusing on driving guest satisfaction, team performance, and overall operational excellence.
We all face challenges, but looking back would you describe it as a relatively smooth road?
One of the most defining aspects of my journey has been navigating and overcoming key challenges that ultimately shaped my leadership style. Moving to the U.S. meant adapting not only to a new country but to a different culture, communication style, and guest expectations, while also building a personal and professional support system from scratch. Professionally, transitioning from an all inclusive environment to a luxury urban hotel required me to completely rethink service delivery, shifting from a structured model to a more personalized and anticipatory approach. Later, the pandemic brought an entirely new level of complexity, as we had to reopen the hotel in a drastically different reality, rebuilding our team, processes, and culture from the ground up while maintaining high service standards. These experiences pushed me to become more resilient, adaptable, and intentional as a leader, and they are a big part of what has driven my growth and success.
Appreciate you sharing that. What else should we know about what you do?
As a Resident Manager, my role is centered on ensuring that all hotel operations run seamlessly while delivering an exceptional level of guest satisfaction. I focus heavily on building a strong, well trained, and supported team, because I truly believe that when associates feel confident, empowered, and aligned, they naturally take better care of our guests. My priority is to create the right environment, provide clear direction, and remove obstacles so the team can consistently deliver a high standard of service and memorable experiences.
I take great pride in developing people and supporting their growth, and over the years I have been able to inspire many associates to advance and become successful in their careers. Seeing team members grow, gain confidence, and move into leadership roles is one of the most rewarding parts of what I do and a true reflection of the culture I strive to build.
What makes you happy?
What truly makes me happy is seeing a team that is engaged and motivated, taking genuine ownership in creating memorable moments for our guests. When associates feel energized and proud of what they do, it naturally translates into exceptional service. The most rewarding part is seeing guests return because of those experiences, knowing that the culture we’ve built is making a real and lasting impact.
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