Raquel Walsh
Chicago
Summary
Highly experienced Hotel Leader with over 17 years in the Hospitality industry seeking to join a forward-thinking team in a diverse environment that celebrates people's individuality. Work history includes 13 years of progressive management experience in Rooms and Food & Beverage with aptitudes for effectively interacting with individuals from diverse socioeconomic, cultural, disability, and ethnic backgrounds. Makes full use of an engaging, service-oriented demeanor, professional presentation skills, a high energy level, and an entrepreneurial spirit to provide motivational leadership, effective communication, and exceptional customer service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Director of Front Office Operations
Pendry Hotel
08.2023 - 03.2024
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed guest feedback programs and provided training to teams on effective action planning based on data analysis, leading to enhanced guest satisfaction and loyalty.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Delivered performance reviews, recommending additional training or advancements.
Director of Operations
The Windsor Suites | Modus Hotels
07.2022 - 08.2023
- Lead the Front Office, Engineering and Housekeeping team during a time of transition in the Hotel
- Mentor and coach the leaders from the departments
- Improved colleague engagement scores from 73 to 81
- Moved the hotel from number #12 to #5 on TripAdvisor
- Successfully oversaw the VIP program, including reviewing arrivals, arranging amenities, conducting pre-arrival, in-house, and post-stay guest outreach, and inspecting VIP rooms to ensure a flawless guest experience.
- Consistently improving guest satisfaction scores from 69.46 in August 2022 to 90.2 In February 2023
- Implemented new processes and procedures for Front Office and Housekeeping such as new communication devices and tools and scheduling models
- Restructured the concierge lounge and installed a personalized amenity program.
- Developed systems and procedures to improve operational quality and team efficiency.
Operations Manager
Modus Hotels
05.2022 - 07.2022
- Developed, implemented, and administered operational training programs encompassing product knowledge, systems, and service standards for all guest-facing departments.
- Conducted ongoing on-the-spot coaching sessions to enhance service standards and boost colleague performance.
- Provide guidance and leadership to the Rooms Division as well as Engineering departments
- Work with the teams to ensure compliance with standards for Coyle shops and Brand Audits
- Assist with the hiring and training of new leaders
- Partner with Sales to ensure site tours are executed properly and efficiently
- Member of the People and Culture committee.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
Director of Front Office
Motto By Hilton | Modus Hotels
03.2021 - 05.2022
- Lead the Front Office team on Hilton's first micro-hotel concept
- Build and train a new team, including managers focusing on diversity and empowerment which resulted in 100% retention and the highest score from the company on the engagement survey 2021/2022
- Achieved and maintained Outstanding SALT score for Service for over 12 months
- Coached and mentored team members to their promotions
- Moved the Hotel from #15 on TripAdvisor to #9
- Consistently conduct one on one with the team as well and monthly departmental meetings, Ops and FB meetings.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
Front Office Manager
JW Marriott | Sage Hospitality
01.2019 - 01.2021
- Lead and built Front Desk, AYS, Valet, Concierge and Club Lounge team a total of 30 associates
- Worked closely with Sales and Revenue to ensure profitability and guest satisfaction, which included high-profile VIP guests and sports teams
- Reestablished operating procedures for the department
- Coached and trained the Front Desk team on a new Upsell program
- Mentored and promoted a Supervisor into Assistant Front Office Manager
- During the Pandemic, I supported Housekeeping and the Engineering team in the absence of the Director of Operations
- Nominated Manager of Q4.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
Food and Beverage Manager/Location Controller
RH Hospitality
07.2017 - 09.2018
- Part of the pre-opening team
- Responsible for handling payroll, invoicing, labor analysis, and disciplinary actions
- Established and constantly maintained open, collaborative relationships between the Restaurant and the Gallery associates
- Implemented and enforced standard operating procedures resulting in increased employee motivation and guest satisfaction
- Fulfilled administrative, record-keeping and reporting requirements to sustain food and beverage operations
- Maintained food and bar inventory to meet customer demands and budget expectations.
Front Office Manager
Park Hyatt
02.2016 - 02.2017
- Provided leadership and oversight for the Front Office Department consisting of 22 employees: Bell Staff, PBX Operators, Front Desk, Concierge, and Reservations Agents
- Responsible for budget administration, ordering equipment and supplies, and balancing checkbooks
- Managed payroll for salary, hourly, and tip position employees, scheduled employees to maximize productivity without compromising service standards, and recruited, managed, trained, and developed the Front Office team
- Partnered and collaborated with high-profile guests to ensure safety and privacy, and to provide the highest level of service possible
- Fulfilled duties and responsibilities of the Revenue and Reservations Manager; resolved guest issues in a professional and compassionate manner; and assisted Guest Relations with handling top VIP's
- Achieved the yearly up-sell goal of $175,000 at the end of the Q3 for 2016 and increased NPS scores by over 17 points for the year
- As a member of the World of Hyatt Loyalty program project deployment team, worked three months as a project coordinator, assisting the Project Solutions Delivery team with transitioning the loyalty program worldwide.
Assistant Front Office Manager
Chicago Athletic Association
01.2015 - 01.2016
- Member of the pre-opening team, with responsibility for developing all of the SOP's for the Front Office, as well as direct involvement in the hiring of the new staff
- Responsible for creating work schedules for the Front Desk and PBX staff
- Assigned as the department trainer
- Assisted with training the staff of the Talbot Hotel when they transitioned from private to Commune Hotels and Resorts.
- Supervised payroll corrections for accuracy and duplications.
Education
Bachelor's - Hospitality Administration And Management
SENAC
São Paulo Skills
- Proficient in Opera Opera cloud FSPMS OnQ Outlook HotSoS ADP Workday
- Forbes Standards
- Training
- Leadership Coaching
- Hotel Openings and Transitions
Timeline
Director of Front Office Operations
Pendry Hotel
08.2023 - 03.2024
Director of Operations
The Windsor Suites | Modus Hotels
07.2022 - 08.2023
Operations Manager
Modus Hotels
05.2022 - 07.2022
Director of Front Office
Motto By Hilton | Modus Hotels
03.2021 - 05.2022
Front Office Manager
JW Marriott | Sage Hospitality
01.2019 - 01.2021
Food and Beverage Manager/Location Controller
RH Hospitality
07.2017 - 09.2018
Front Office Manager
Park Hyatt
02.2016 - 02.2017
Assistant Front Office Manager
Chicago Athletic Association
01.2015 - 01.2016
Bachelor's - Hospitality Administration And Management
SENAC
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