Alicia Lewis

Led operational and financial performance at Hotel Ballard and Ballard Inn, directing revenue strategy, marketing initiatives, staffing, and guest experience in a competitive Seattle market.

• Delivered a 35% reduction in payroll expenses through strategic hiring, cross-training, and operational restructuring while maintaining luxury service standards.
• Drove RevPAR growth of 23.46% during peak season and 11.33% during winter months, outperforming market demand trends.
• Increased Average Daily Rate (ADR) by 24.23% in summer and 9.95% in winter, strengthening pricing strategy and rate integrity.
• Achieved record-breaking Total Retail Income and Net Income, exceeding prior-year performance by $135,000.
• Developed strategic partnerships with local companies, event venues, and tourism organizations to boost occupancy and enhance corporate demand.
• Implemented guest-room honor bar program, generating $2,000+ in ancillary revenue within first three weeks.
• Spearheaded targeted marketing campaigns focused on high-value segments including cruise travelers, wedding guests, and regional tourism.
• Collaborated with tourism organizations and destination partners to expand hotel visibility within the Seattle travel market.
• Oversaw full revenue strategy, including rate management, occupancy optimization, and market positioning during fluctuating demand cycles.
• Managed operating budgets, financial planning, and profit performance, consistently achieving profitability targets.
• Directed accounts payable, financial reporting, and operational forecasting, ensuring financial accountability and operational transparency.
• Recruited, trained, and developed front desk, housekeeping, and operations teams, improving service consistency and operational efficiency.
• Ensured compliance with health, safety, licensing, and regulatory requirements while maintaining operational excellence.

• Led full turnaround of the property in 48 days after failing three consecutive brand inspections, restoring compliance with IHG brand standards.
• Successfully passed IHG brand inspection, Fire Marshal inspection, and Health Department inspection.
• Improved guest satisfaction by raising Medallia scores from 52.38 to 91.00.
• Implemented the Quore operations platform, increasing cleanliness scores from 52.70 to 89.33.
• Reduced overtime from 150+ hours per pay period to under 25 hours through strategic hiring, scheduling improvements, and staff retraining.
• Rebuilt and retrained the Front Desk and Housekeeping teams, improving service delivery and operational efficiency.
• Managed daily hotel operations, optimizing staffing, scheduling, and service standards to enhance guest experience.
• Oversaw budgets and financial planning, achieving consistent profit targets through effective rate strategy.
• Corrected $33,000+ in billing discrepancies, strengthening financial controls and reporting accuracy.
• Increased off-season revenue by building partnerships with corporate clients and local businesses.
• Strengthened hotel’s community presence by actively engaging with Chamber of Commerce and local organizations to foster partnerships.
• Collaborated closely with IHG franchise representatives to maintain brand compliance and operational excellence.

• Increased La Quinta Muskogee annual revenue by over $250,000, raising ADR from $79 to $106 and growing total revenue from $2.13M to $2.86M.
• Increased La Quinta Tulsa ADR from $69 to $93, driving annual revenue growth from $1.81M to $2.44M.
• Implemented revenue strategies, pricing adjustments, and market positioning that significantly improved property performance and profitability.
• Managed budgets and financial planning across all three properties, consistently meeting or exceeding profitability targets.
• Directed daily operations across multiple departments, coordinating front desk, housekeeping, and maintenance teams to ensure smooth property performance.
• Directed multi-property operations across Tulsa and Muskogee, achieving consistent service standards and franchise compliance while enhancing operational efficiency.
• Negotiated vendor contracts and operational supply agreements, reducing expenses while maintaining service quality.
• Led recruitment, training, and performance management for a staff of 35+, strengthening team productivity and service culture.
• Ensured compliance with franchise standards, safety regulations, and operational policies through inspections, staff training, and monthly safety meetings.
• Played a key role in preparing and supporting the successful sale of two hotel properties, assisting ownership with operational and financial transition processes.

• Directed day-to-day hotel operations across front desk, housekeeping, and maintenance departments, ensuring consistent service standards and operational efficiency.
• Co-managed budgets, revenue strategy, and financial forecasting, contributing to profitability and long-term financial planning.
• Oversaw accounts receivable, accounts payable, cash handling, and deposit preparation, ensuring financial accuracy and accountability.
• Recruited, interviewed, hired, and trained staff while mentoring team members to strengthen service performance and employee retention.
• Managed employee scheduling and staffing coverage, optimizing labor resources while maintaining operational readiness.
• Led employee training programs focused on safety, operational procedures, and brand standards.
• Addressed and resolved guest concerns and service issues, significantly improving customer satisfaction and guest loyalty.
• Participated in IHG franchise training programs and loyalty initiatives, strengthening guest service delivery and brand compliance.
• Analyzed guest feedback and service data to identify improvement opportunities and implement corrective solutions.
• Performed daily property inspections to ensure hotel met cleanliness, safety, and presentation standards.
• Monitored facility maintenance needs, coordinating timely repairs and improvements to uphold property condition.
• Collaborated with the General Manager on marketing initiatives and local outreach efforts to increase brand awareness and drive occupancy.