Julia Shotwell is the Assistant Director of Guest Services at Harvard Business School, where she leads front-office and concierge operations supporting more than 12,000 executive participants annually across a 500+ room residential portfolio. She brings over 15 years of experience in hospitality and operations, with a career rooted in delivering exceptional service while building strong, people-centered teams.
She began her career as a Front Desk Agent at the Hilton Burlington and went on to participate in the Disney College Program in Orlando, where she developed a strong foundation in guest experience and service excellence. Over time, she expanded her expertise across front desk operations, housekeeping, and sales, most notably at Hotel Indigo Athens, before moving to California to take on a Front Desk Director role.
At Harvard Business School, Julia leads and develops a high-performing team while designing operational systems that support a fast-paced, high-volume environment. Her work includes building training and onboarding programs, managing complex scheduling, program logistics, and serving as an escalation lead for high-stakes guest situations. Julia’s leadership style includes the ability to navigate complexity with calm. She provides clarity and a strong service-recovery mindset, while fostering collaboration across departments which includes operations, security, IT, and program delivery.
She is an empathetic leader who believes that great service starts with people who feel supported, valued, and empowered to grow. Julia is committed to showing up authentically and creating a culture that balances professionalism with a sense of fun — sometimes bringing that to life through her collection of “hats,” each representing the many roles she plays, from problem-solver to team motivator.
She is dedicated to building environments where both guests and team members can thrive, and where meaningful, memorable experiences are created every day.
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