Molly Palacios Email & Phone Number

Napa, California, United States

San Diego, California, United States

New York, New York

- Responsible for overseeing operations, staffing and customer satisfaction in a 1300 room union hotel with 60,000 square feet of event space in midtown Manhattan.- Developed unique programs to enhance the hotel’s Destination Fee driving millions of dollars in incremental revenue while providing guests with value.- Implemented incentive programs to drive upsell performance and revenue; consistently achieved top 3 in the company for Upsells generating over $1.1M in revenue in 2018 and 2019. - Led the Housekeeping Team to achieve a room cleanliness improvement increase year over year from 84% to 86%.- Contributed to the 10% improvement of our Colleague Experience survey results year over year.- Restructured Housekeeping management team to reduce paid jobs year over year, saving $70k in expense.- Responsible for managing Rooms Division Expenses and Payroll.

Rosemont, Illinois

- Oversaw Housekeeping Team of 150 colleagues in an1100 room hotel with 65,000 square feet of Meeting Space.- Facilitated guest room renovation of entire hotel.- Participated in Hyatt’s Archer review and have since implemented practices to improve staffing efficiencies and improve productivity which contributed to Hotel’s HPOR improvement of 6% from 2015 to 2016.- Helped increase the Hotel’s year over year Hysat Scores: NPS +7.6, CS +7.2, GR +4.2, Preferences +11.9.- Oversaw the hotel’s HotSOS implementation and administration.

Orlando, Florida

- Lead a staff of 65 colleagues between 5 operational departments in an 800 room resort, including Guest Services, Reservation, Communication Center, Front Office and Concierge.- Achieved an average of 450 activated Loyalty Program enrollments per month.- Maintained an average of 78% for check In Process.- Helped increase the average NPS score from 54.6 (2013) to 60.2% (2014). 2015 YTD NPS currently at 63.8% (09/15).- Promoted 6 front office agents onto Supervisor or Management positions and 3 Assistant Front Office Managers out as Assistant Managers in Housekeeping and various management roles.- Increased department’s employee engagement score from 4.2 (October 2013) to 4.44 (April 2015).

Orlando, Florida

Orlando, Florida

La Jolla, California

La Jolla, California

San Diego, California