Maureen Rafalko

We established Falco Hospitality after COVID-19, when a former colleague reached out looking to improve staff morale, brand standards, and revenue. Together, we turned that challenge into a mission: helping hospitality teams thrive, elevating brands, and creating unforgettable experiences for guests. We partner closely with owners and management companies to fix what isn't working, strengthen daily operations, increasing revenue and ADR.

While creating an environment where both employees and guests feel valued. With over 10 years as a General Manager and 25 years in hospitality leading IHG, Hilton, and Marriott properties, I bring hands-on expertise and a deep understanding of the realities of daily hotel operations. I've led teams through openings, renovations and challenging turnarounds, always focused on restoring standards, rebuilding morale, and improving the guest experience in a meaningful way.

Our approach is hands-on, honest, and collaborative — working side by side with teams to create measurable improvements in performance while building a culture people are proud to be part of.

General Manager - Hotel Operations Consultant at Holiday Inn Express (2025-07 – Present)

Lead full-service operations for a 70-room branded property, overseeing daily operations, financial performance, and brand compliance.

• Reduced labor costs by 12% through optimized scheduling, productivity standards, and departmental workflow restructuring while maintaining service quality.
• Increased Guest Love Score from 40% to 90% within 60 days by implementing structured service recovery protocols, and enforcing daily operational accountability.
• Led operational turnaround focusing on service execution, labor efficiency, and guest satisfaction.
• Drive revenue growth through strategic sales initiatives, group business acquisition, and local market engagement.
• Manage and mentor a team of 18 associates, fostering accountability, service excellence, and operational consistency.
• Partner with ownership to identify performance opportunities, control expenses, and maximize profitability.

General Manager - Hotel Operations Consultant at Holiday Inn Express & Suites (2023-03 – 2025-07)

Successfully revitalized an underperforming property, increasing Quality Assurance (QA) scores from 51% to 92% within one year.

• Directed operations for a 70-room hotel with meeting space, consistently meeting and exceeding monthly revenue targets.
• Implemented structured training, performance accountability, and service standards that improved guest satisfaction and operational efficiency.
• Expanded group and corporate accounts, strengthening community partnerships and increasing repeat business.
• Led budgeting, forecasting, and long-term asset value.

Traveling Manager at Dunkin' (2021-09 – 2023-03)

• Provided multi-location operational leadership, coaching managers and teams to improve performance and brand compliance.
• Ensured strict adherence to food safety, sanitation, and operational standards across all assigned locations.
• Resolved escalated customer concerns, contributing to improved guest satisfaction and operational consistency.
• Supported leadership teams during staffing challenges and operational transitions.

Task Force Hotel General Manager at Falco Hospitality Management (2022-06 – 2022-10)

• Led hotel operations during a critical transitional period, ensuring operational stability and guest satisfaction.
• Built relationships with local business leaders and community partners to strengthen market presence.
• Implemented short-term operational improvements to position the property for long-term management success.
• Supported ownership with reporting, staffing strategies, and operational assessments.

General Manager at Hampton Inn – Kautilya Group (2019-01 – 2021-09)

Managed a 70-room hotel with meeting space during the COVID-19 pandemic while overseeing a major property renovation.

• Led a team of 20 associates, maintaining service standards, safety protocols, and guest satisfaction during a period of disruption.
• Balanced renovation logistics with daily operations to minimize guest impact and revenue loss.
• Maintained brand standards, operational compliance, and team engagement throughout the transformation.

General Manager at Holiday Inn – Bell Hospitality (2018-01 – 2019-01)

Directed operations for a 92-room branded hotel with multiple meeting spaces, managing a team of 25 employees.

• Boosted productivity and revenue in a 2,500 sq ft meeting space
• Focused on operational efficiency, team development, and guest experience to achieve performance goals.
• Strengthened departmental accountability and cross-functional collaboration.
• Oversaw ongoing operations through the renovations and sale of property

Assistant General Manager at Fairfield Inn – Bell Hospitality (2017-04 – 2018-01)

• Played a key role in the opening of a new hotel, supporting startup operations and meeting space logistics.
• Supervised daily operations and a team of 25 associates, ensuring brand standards from day one.
• Recognized for strong performance and promoted to General Manager within the ownership group.

Night Manager at Marriott (2015-02 – 2017-02)

• Oversaw overnight hotel operations, including guest services, night audit, and staff supervision.
• Acted as primary point of contact for guest concerns, safety issues, and emergency situations.
• Ensured smooth handoffs between night and day operations to maintain service continuity.

General Manager Certification – IHG (2025-11)

Associate of Science in Business Management – ITT Technical Institute (2009 – 2011)

Photography – The Art Institute of Philadelphia (2001 – 2003)