Summary
Overview
Work History
Skills
References
Timeline
Generic

Raul Madrigal

Austin,TX

Summary

Seasoned hotel operations leader with comprehensive experience in overseeing all aspects of hotel operations, from guest services to budget management. Possess strong leadership skills for driving team performance and implementing strategic initiatives. Known for boosting hotel's reputation through effective customer relationship management and robust revenue growth strategies. Committed to enhancing overall guest satisfaction which has consistently resulted in high ratings and positive reviews.

Overview

17
17
years of professional experience

Work History

Independent Hospitality Consultant/Interim Hotel Manager

The Loren Hotel Austin
Austin, TX
06.2024 - Current
  • Implemented and streamlined processes and new technologies across multiple departments, reducing operational costs by 18% and improving overall productivity
  • Created and executed a leadership development program for middle management in Front Desk and Housekeeping, resulting in a 35% improvement in team performance and a more engaged workforce
  • Overhauled guest service protocols and introduced personalized guest engagement initiatives, leading to a 2% improvement in guest satisfaction scores and a 5% increase in positive online reviews
  • Led the hotel's response to a major operational disruption, ensuring continuity of service during the recovery period

Area Manager/Taskforce Hospitality Manager

LAZ
Austin, TX
05.2022 - Current
  • Support the Regional Vice President with a complete oversight for financials and operations of assigned portfolios to ensure 24/7 professional parking management
  • Assist the city with the business development, proposal, presentation, and transitions for new locations
  • Lead, direct, and develop team of employees to accomplish annual and periodic goals/initiatives, while embodying and using LAZ Parking's culture as a guideline
  • Serve as a liaison to parking patrons and various stakeholder groups who are impacted by the operations of the assigned portfolio (and vice versa)
  • Identify high potential employees to support the organization's continued growth

Director of Rooms

Austin Proper Hotel
Austin, TX
07.2021 - 05.2022
  • Secured third-party contracts and strengthen vendor and general contractor relationships to execute pre-opening projects
  • Conducted interviews and made hiring decisions for Front Desk, Housekeeping and Engineering departments, ensured new hires received proper training and instilled brand ethos
  • Sourced sustainable amenities for guestrooms to reduce operational cost while increasing lifespan of guestrooms
  • Developed Front Desk, Housekeeping and Engineering departmental operation procedures aligned with corporate expectations
  • Coordinated with maintenance staff on repairs, renovations and other projects related to the residences
  • Provided assistance to residents regarding questions or concerns about hotel amenities and benefits

Opening Director of Operations

Austin/Santa Monica Proper + Hotel
Austin, TX
07.2019 - 07.2021
  • Led a team consist of 80% outsourced labor to train, deliver, and perfect brand standards
  • Reduced operational overhead cost by 50-65% within 45 days
  • Increased F&B revenue by carefully monitoring minibar sales, inventory and staffing through a strong and cooperative relationship with F&B department
  • Collaborated with Proper corporate operations team to design Housekeeping look book and successfully meet deadlines for hotel openings
  • Successfully opened three hotels under company portfolio as Task Force Director of Operations and Director of Housekeeping

Housekeeping Manager

Waldorf Astoria Beverly Hills
Beverly Hills, CA
04.2017 - 07.2019
  • Opened Waldorf Astoria's flagship property, developed and effectively managed a 70-plus person team- Achieved Forbes 5 Star rating within the first year of hotel operations
  • Drove employee engagement by listening to employees' needs and implementing suggestions to build a stronger unit- Resulting in a 90% Gallup Engagement score, the highest of any hotel department
  • Implemented Succession Planning with the housekeeping team by nurturing and developing talent
  • Task forced as Housekeeping Manager during the brand transition from Mandarin Oriental Las Vegas into Waldorf Astoria Las Vegas

Front Office Manager & Rooms Operations Manager

The Beverly Hills Hotel & Hotel Bel-Air
Beverly Hills, CA
08.2007 - 04.2017
  • Led daily- arrivals meeting, communicating important details to all department heads to exceed guest satisfaction resulting in ranking of 1 & 2 in brand portfolio 10 consecutive years
  • Managed department operations which included payroll, staff scheduling and creating SOP's to ensure performance consistency, and trained Front Office staff on execution of SOP's
  • Increased department matrix such as focusing on guest preferences, creating unique personalized experiences and innovative arrival amenities for guests

Skills

  • Leadership Training
  • Capital Improvement Planning
  • Financial Controls Implementation
  • Operations Oversight
  • Strategic Planning & Vision
  • Property Management Proficiency
  • Guest Outreach
  • Vendor Relationship Management
  • Budget Management
  • Employee Engagement
  • Conflict Resolution
  • Profit & Loss Management
  • Task Force Management
  • Opera Cloud
  • Infor PMS
  • Delphi
  • Revinate
  • HotSOS /Rex
  • ALICE Staff
  • Microsoft Office (Word, Excel, Power Point)

References

  • WILL SEARS, The Loren Hotels Group, SVP Operations: Hotels & Residences, 518-330-2600, Will.Sears@c12capital.com
  • STEPHANE LACROIX, DTLA Proper, General Manager, 415-717-9377, Stephane.Lacroix@properhotel.com
  • GAYLORD LAMY, Bowie House, General Manager, 512-781-1509, Gaylord.Lamy@aubergeresorts.com

Timeline

Independent Hospitality Consultant/Interim Hotel Manager

The Loren Hotel Austin
06.2024 - Current

Area Manager/Taskforce Hospitality Manager

LAZ
05.2022 - Current

Director of Rooms

Austin Proper Hotel
07.2021 - 05.2022

Opening Director of Operations

Austin/Santa Monica Proper + Hotel
07.2019 - 07.2021

Housekeeping Manager

Waldorf Astoria Beverly Hills
04.2017 - 07.2019

Front Office Manager & Rooms Operations Manager

The Beverly Hills Hotel & Hotel Bel-Air
08.2007 - 04.2017

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Raul Madrigal