Alicia Gross
Pittsburgh,PA
Summary
Accomplished Director of Operations at Zmc Hotels, adept in driving operational efficiency and elevating customer retention through strategic leadership and process improvements. Demonstrated expertise in payroll administration and fostering employee development, achieving significant advancements in operational excellence. Proven track record in enhancing team performance and profitability with a keen focus on cost control and operational oversight.
Overview
8
8
years of professional experience
Work History
Director of Operations
Zmc Hotels
06.2023 - Current
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw hotel management to ensure their departments are operating proficiently.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Defined, implemented, and revised operational policies and guidelines.
- Established and monitored quality assurance standards to achieve operational excellence.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Recruited, hired, and trained staff.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account occupancy and employee strengths.
- Handled all accounts payable and accounts receivable.
- Processed and deposit all incoming checks.
- Ensure payroll is accurate.
Executive Housekeeping Manager
Horizon Hospitality /Zmc Hotels
09.2016 - 06.2023
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Maintained required records of work hours, budgets and payrolls.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Addressed customer feedback and complaints to maximize satisfaction.
- Recruited, hired and trained new employees.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
Education
High School Diploma -
South Vo- Tech High School
Pittsburgh, PA06.2003
Skills
- Leadership training
- Process Improvements
- Operations Oversight
- Schedule Management
- Department Oversight
- Inventory Management
- Business Forecasting
- Payroll Administration and Timekeeping
- Cost Control
- Operational Efficiency
- Employee Development
- Customer Retention
Timeline
Director of Operations
Zmc Hotels
06.2023 - Current
Executive Housekeeping Manager
Horizon Hospitality /Zmc Hotels
09.2016 - 06.2023
High School Diploma -
South Vo- Tech High School
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