Raquel Walsh

Led high-impact transitional assignments ranging from 2 weeks to 3 months, including hotel openings and operational takeovers. Oversaw hotel operations for properties ensuring brand consistency, service excellence, and strong financial performance. Focused on maintaining team morale, increasing engagement, and supporting department leaders through periods of change.

• Operational Leadership: Stepped into on-site GM roles to provide immediate operational stability and leadership continuity across luxury and lifestyle hotels.
• Hotel Openings & Transitions: Supported successful hotel launches and leadership gaps, swiftly aligning teams, systems, and service standards to meet brand expectations.
• Rooms Division Restructuring: Reorganized Housekeeping and Front Office departments to optimize labor, enhance guest satisfaction, and streamline departmental coordination.
• Process Optimization: Implemented efficient, data-driven procedures across front office and back-of-house operations, increasing productivity and service delivery.
• Strategic Execution: Devised short-term strategies to boost revenue, reduce costs, and stabilize underperforming operations within tight timeframes.
• People Development: Conducted employee assessments and introduced retention strategies including career development, resulting in higher team engagement and reduced turnover.
• Cross-Functional Collaboration: Facilitated team alignment through targeted communication, effective training, and interdepartmental collaboration.
• Best Practice Implementation: Applied industry insights and emerging technologies to elevate service standards and improve operational results.

• Directed Front Office operations at Pendry Chicago, focusing on managing luxury service standards and delivering exceptional guest experiences in a competitive market.
• Took over the department during a period of transition, building a strong, cohesive team that consistently met luxury service standards.
• Played a key role in leading the team to pass AMEX, Forbes, and all other quality assurance assessments for the Rooms Division.
• Streamlined front office operations by implementing efficient systems, optimizing workflows, and improving guest satisfaction.
• Regularly analyzed performance metrics to identify trends and implemented data-driven improvements to enhance operational efficiency.
• Collaborated closely with department heads to ensure seamless coordination of guest services across all hotel areas, maintaining a high standard of luxury service.
• Conducted thorough employee evaluations, providing constructive feedback and identifying opportunities for professional growth and development.

Director of Operations | Operations Manager | Director of Front Office
March 2021 – September 2023

• Led the Front Office, Engineering, and Housekeeping teams through a period of transition, mentoring and coaching department leaders to improve performance and operational efficiency.
• Increased colleague engagement scores from 73 to 81 by fostering a collaborative and motivated team environment.
• Moved the hotel from #12 to #5 on TripAdvisor through targeted operational improvements and enhanced guest experiences.
• Successfully managed the VIP program, overseeing pre-arrival, in-house, and post-stay guest outreach, inspecting VIP rooms, and ensuring exceptional service delivery.
• Improved guest satisfaction scores from 69.46 in August 2022 to 90.2 in February 2023 by implementing effective processes and procedures across departments.
• Spearheaded the implementation of new communication devices, tools, and scheduling models for the Front Office and Housekeeping teams to optimize operations.
• In the Director of Operations role, oversaw all operational aspects, including guest services, housekeeping, engineering, and front office, while driving financial performance and service excellence.
• Directed the implementation of strategies to streamline hotel operations, enhance guest experiences, and maintain high standards of service across all departments.
• In the Director of Front Office role, led Front Office operations at a Hilton Hotel, focusing on optimizing guest services and operational efficiency.
• Restructured the concierge lounge and installed a personalized amenity program.
• Developed systems and procedures to improve operational quality and team efficiency.
• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.

• 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.

• 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.

• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.

• Part of the opening team
• Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
• Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
• Balanced daily cash transactions, accurately maintaining financial records for the front office department.
• Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
• Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.