Alicia Bianco
Quincy,MA
Summary
Highly skilled and enthusiastic professional with more than 17+ years of experience managing operations in hospitality. Working towards a B.A. in Business Management, with a concentration in Industrial Organizational Psychology. Successfully oversees Front Office, Housekeeping, budgeting, P&L critiques and customer service. Develop and lead productive and efficient teams. Contribute to high-volume hotels by providing exceptional customer service.
Overview
16
16
years of professional experience
Work History
Director of Room Operations
Sheraton Boston Hotel, Marriott International
07.2022 - Current
- Oversees 220+ associates in both the Front Office and Housekeeping Departments including two department heads, managers, supervisors and team members of multiple job titles in a 792 room hotel with 70,000 square feet of meeting space in the heart of Back Bay
- Helped in the transition of the biggest hotel in New England to go from 1220 rooms to 792 rooms in a one week period
- Lead the team to being able to obtain our service goal to where it needed to be in a 5 month span
- Hit our Bonvoy Enrollment goal and increased our monthly signups by 15%
- Created an upsell incentive for the Front Office Team that has increased upsell revenue by 20%
- Increased our Associate Engagement Survey results by 11 points YOY and were in the 90s
- Created bi-weekly trainings as well as service audits to ensure that the teams were compliant with all Marriott International Standard Operation Procedures.
- Critiques P&L as well as labor on a weekly/monthly basis line by line
DIRECTOR OF ROOMS
Hyatt Regency Boston, Davidson Hospitality
12.2019 - 07.2022
- Part of Steering Committee, overseeing the day to day operations of front office team, housekeeping, parking garage operation, health club and security of an iconic 470 room AAA Four
- Diamond property, with 25,000 square feet of event space Forecasts and budgets for front office, housekeeping, security and parking
- Increased parking revenues $200k YOY by increasing monthly parkers and more capture of self- parking at Front Desk
- Worked hand in hand with General Manager to create new service standards and SOPs for Operations Team, resulting in increased guest satisfaction and profitability
- Manages and oversees departments hiring, reviews, training and development to achieve the Davidson and Hyatt Service Standards
- Responsible for all employee functions and activities to encourage employee engagement and ensure a positive team atmosphere throughout the hotel
- Developed Upgrade Training Program/Method with Corporate Team for use companywide and assisted in executing, as well as assisted facilitating the in-person trainings
DIRECTOR OF FRONT OFFICE
Hilton Boston Downtown, Davidson Hospitality
09.2015 - 12.2019
- Part of Steering Committee, overseeing day to day operations of Front Office, including direct 30 employees for a 403 AAA Four Diamond 1920's Art Deco building with 10,000 square feet of meeting space
- Responsible for budget and forecast for Front Office Operations
- Hit our monthly goal of 402+ Hilton Honors sign ups each month and received $2500 in awards from Hilton for Team
- Increased SALT scores by 10% YOY by building up teamwork and quarterly incentives
- Received Manager of the Year in 2018
Director of Guest Services
Wyndham Hamilton Park, Wyndham Corporate
03.2014 - 09.2015
- Oversees the day to day operations of a 219 room, with 32,000 square foot meeting space hotel of the front office team, including 25 employees consisting of an assistant manager, supervisor, guest service agents, bell staff, night audit and reservations agents
- Produces schedules as well as processes time edits and payroll for entire department in a timely manner
- Continuously evaluates the front office performance while taking disciplinary action when necessary
- Assists Director of Operations with forecasting and budgeting for Rooms Department
- Manages and oversees departments hiring, reviews, training and development to achieve the
- Wyndham Service Standards
- Manages all maintenance and housekeeping requests through HotSos system
- Manages all functions and maintenance of the hotels four vehicles.
- Maximizes room revenue and occupancy closely with the, of Revenue, by analyzing daily reports, such as rate variance, credit report and daily house counts
- Conducts monthly department meetings, participates in the MOD program, as well as Room
- Division meetings on a weekly basis
- Responds quickly to guest requests and/or complaints in a friendly and professional manner
- Always following up to ensure guest satisfaction.
ASSISTANT DIRECTOR OF FRONT OFFICE
New York Hilton Midtown, Hilton Corporate
08.2012 - 03.2014
- Part of Senior Leadership overseeing entire Front Office, directly overseeing Front Service
- Concierge, and Business Center departments of a 2,059 room, with 125,000 square feet of meeting space hotel Monitor and supervise all activities of front office team, including overseeing a direct team of 40 people, from maintaining proper guest service standards to adjusting staff needs when necessary, and training
- Responsible for producing the front office schedule for over 40 employees on a weekly basis
- Produce revenue-based reports to analyze on a nightly basis to help raise incremental revenue and decrease allowances
- Developed and implemented numerous incentive programs for front office team to motivate productivity and increase guest satisfaction
- Oversees all of the property operations in the absence of senior leadership
- Establish working relationships with all operating departments
- Resolve guest issues in a timely manner and provides necessary follow up
- Conducts inspections of entire hotel and reports anything that needs to be repaired
- Work closely with Events/Sales to make sure group arrivals, departures, bag pulls, and/or room drops are executed in an efficient manner while meeting all clients' expectations
- Liaison for all guest requests/complaints through Sales, Concierge, and the Zip Out Email
- Ensures all are answered in a timely manner and followed up completed as necessary.
Evening Operations Manager
New York Hilton Midtown
12.2011 - 08.2012
ASSISTANT FRONT OFFICE MANAGER
New York Hilton Midtown
07.2010 - 12.2011
FRONT OFFICE MANAGER
Hilton Burlington, Columbia Sussex
12.2009 - 07.2010
- Performed daily functions at, including analyzing daily reports, guest/suite reservations, planning groups, daily arrivals/departures and providing the best customer service to all our guests while working 60+ hours a week at a 258 room with 19,000 square feet of meeting space hotel
- Recruit, train, and manage 15 front desk employees including guest service agents, bell staff and night auditors in customer service, front desk operations and cash handling
- Handles accounting issues such as refunds, method of payment changes and setting up special billing for reservations
- Handled all group blocks/reservations in various systems such as OnQ, RM, and R&I
ASSISTANT FRONT OFFICE/RESERVATIONS/REVENUE MANAGER
Hilton Burlington
04.2009 - 12.2009
FRONT OFFICE SUPERVISOR
Hilton Burlington
07.2008 - 04.2009
GUEST SERVICE AGENT
Hilton Burlington
10.2007 - 07.2008
Education
Bachelor of Science - Business Management
Southern New Hampshire University
Hooksett, NH12.2025
Studied Psychology/Business
Champlain College
Burlington, VTTimeline
Director of Room Operations
Sheraton Boston Hotel, Marriott International
07.2022 - Current
DIRECTOR OF ROOMS
Hyatt Regency Boston, Davidson Hospitality
12.2019 - 07.2022
DIRECTOR OF FRONT OFFICE
Hilton Boston Downtown, Davidson Hospitality
09.2015 - 12.2019
Director of Guest Services
Wyndham Hamilton Park, Wyndham Corporate
03.2014 - 09.2015
ASSISTANT DIRECTOR OF FRONT OFFICE
New York Hilton Midtown, Hilton Corporate
08.2012 - 03.2014
Evening Operations Manager
New York Hilton Midtown
12.2011 - 08.2012
ASSISTANT FRONT OFFICE MANAGER
New York Hilton Midtown
07.2010 - 12.2011
FRONT OFFICE MANAGER
Hilton Burlington, Columbia Sussex
12.2009 - 07.2010
ASSISTANT FRONT OFFICE/RESERVATIONS/REVENUE MANAGER
Hilton Burlington
04.2009 - 12.2009
FRONT OFFICE SUPERVISOR
Hilton Burlington
07.2008 - 04.2009
GUEST SERVICE AGENT
Hilton Burlington
10.2007 - 07.2008
Bachelor of Science - Business Management
Southern New Hampshire University
Studied Psychology/Business
Champlain College
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