Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
GeneralManager

Alicia Lewis

Seattle,WA

Summary

Dynamic General Manager with a proven track record at Hotel Ballard & Ballard Inn, achieving a 24.5% increase in profitability. Skilled in operations management and team building, I excel in expense control and customer retention, fostering a cohesive environment that drives success and enhances guest experiences. Fluent in Spanish, enhancing relationship building.

Overview

8
8
years of professional experience

Work History

General Manager

Hotel Ballard & Ballard Inn
10.2023 - Current
  • Increased combined profitability across both properties by 24.5% in 2024.
  • Reduced total operating expenses by nearly $150,000 through improved cost controls.
  • Elevated Hotel Ballard's profitability to an estimated $910,000 in 2024, a 15.5% increase over 2022.
  • Boosted The Ballard Inn's profitability to an estimated $215,000 in 2024, up from $123,349 in 2023.
  • Lowered expenses at The Ballard Inn from $507,140 in 2023 to an estimated $425,000 in 2024.
  • Maintained high property standards through regular inspections and proactive maintenance.
  • Promoted a professional and cohesive team environment, reinforcing dress code and staff presentation standards.
  • Managed all group sales, increasing annual bookings from 10–15 to 35–40 groups.
  • Established 19 corporate accounts by collaborating with local Ballard businesses.
  • Performed all revenue management duties for both Hotel Ballard and The Ballard Inn; maintained high RevPAR and ADR scores, consistently ranking 1st or 2nd in STR reports against downtown Seattle market competitors for nine consecutive months.

General Manager

Holiday Inn Express & Suites
09.2021 - 10.2023
  • Managed daily hotel operations.
  • Processed all payroll.
  • Led retraining for front desk and housekeeping teams.
  • Ensured compliance with franchise standards and brand requirements.
  • Turned around property in 48 days after previously failing three inspections.
  • Increased revenue during off-season months by building partnerships with corporate clients.
  • Managed daily hotel operations.
  • Processed all payroll.
  • Led retraining for front desk and housekeeping teams.
  • Ensured compliance with franchise standards and brand requirements.
  • Turned around the property in 48 days after previously failing three inspections.
  • Increased revenue during off-season months by building partnerships with corporate clients.
  • Passed IHG, Fire Marshal, and Health Department inspections.
  • Reduced overtime from 150+ hours per pay period to under 25 by hiring and retraining staff.
  • Installed Quore system; improved cleanliness scores from 52.70 to 89.33
  • Raised Medallia scores from 52.38 to 91.00
  • Corrected over $33,000 in billing errors.
  • Actively involved in the Chamber of Commerce and local associations.
  • Oversaw budgeting and financial planning, achieving profit targets.

Director of Operations

LaQuinta Inn & Suites
01.2021 - 09.2021
  • Overseen three properties with the assistance of Assistant General Managers
  • Increased property revenue
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Monitored budget and utilized operational resources.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • assisted with the sale of two of the properties.

Assistant General Manager

Holiday Inn Express & Suites
08.2017 - 01.2021
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed team schedule with eye for coverage needs and individual strengths.

Education

MBA - Business Psychology

Franklin University
Columbus, OH
05-2013

Skills

  • Leadership and team building
  • Problem resolution
  • Operations management
  • Team player
  • Efficient multi-tasker
  • Time management
  • Training and coaching
  • Staff management
  • Relationship building
  • P&L management
  • Labor cost controls
  • Customer retention
  • Expense control
  • Spanish

Accomplishments

  • Business Development: - Spearheaded acquisition of two competitor companies.Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.

Languages

Spanish
Native or Bilingual

Timeline

General Manager

Hotel Ballard & Ballard Inn
10.2023 - Current

General Manager

Holiday Inn Express & Suites
09.2021 - 10.2023

Director of Operations

LaQuinta Inn & Suites
01.2021 - 09.2021

Assistant General Manager

Holiday Inn Express & Suites
08.2017 - 01.2021

MBA - Business Psychology

Franklin University

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Alicia Lewis