Summary
Overview
Work History
Education
Timeline
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Heather Alexsa

Hollywood,FL

Summary

Customer-oriented multi-property General Manager with 10 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.

Overview

11
11
years of professional experience

Work History

Genreral Manager

Sonder
08.2024 - Current
  • Plans financial objectives for the market and holds team members accountable for results. Reviews variances, adjusts expectations and monitors city team spending to obtain profitability for the market
  • Collaborated across all levels of the company to ensure a smooth transition to a partnership with Marriott, leading the successful adaptation and implementation of Opera PMS Cloud across all properties. Led the end-to-end implementation of Opera PMS Cloud across all buildings, coordinating system integration, data migration, and user adoption while aligning technical requirements to Marriott partnership standards.
  • Serves on the General Manager Advisory Committee, providing market-driven insights to influence senior leadership on operational changes and share best practices to improve efficiency and performance

OPERATIONS MANAGER

Sonder
12.2019 - 08.2024
  • Oversee the Miami market while using lean staffing models to manage guest expectations and achieve financial profitability for a start up technology company that works to create a modern and seamless guest experience.
  • Reviewed guest feedback to create a collaborative plan to enhance the guest experience. Works with city team, Sonder HQ and outside partners to improve property condition, operational process and customer service interactions to drive property performance and CSAT score.
  • Led company pilots with key stakeholders, including launching a pilot property on Hotel Key, while training teams and implementing system/process updates to ensure PMS accuracy in guest data and revenue reporting
  • Collaborated with the Operations Excellence team to implement strategic initiatives to improve housekeeping cleanliness sores, inspections percentages, issue rates and labor. Maintains housekeeping costs to be within forecast resulting in a -16% variance to forecast year to date.

DIRECTOR OF ROOMS

CIRC Hotel
09.2017 - 12.2019
  • Worked with operations team to open a 111 room boutique property in Downtown Hollywood. Hired, planned and executed standard operating procedures to be in accordance with Trust Hospitality standards and deliver top tier customer service to arriving guests
  • Oversee front office, housekeeping, reservation, concierge and bell services team members to encourage self-development through training, coaching and day-to-day identification of areas of improvement.
  • Manages customer service experience through unique branding initiatives and day to day inspections of all guest touch areas.
  • Responsible for flow through profit for rooms department to be in accordance with forecasted budgeted numbers. Manages labor and direct expenses to meet cost per occupied room budgets to be in line with month to date and year to date forecasts.

GENERAL MANAGER

Holiday Inn Express
09.2015 - 08.2017
  • Led and inspired a team of managers and staff in the daily operations of a 134 room hotel, full service waterfront restaurant and marina gift shop
  • Managed all top line revenues from hotel, restaurant and marina. Work directly with leaders to increase profitability and develop strategies to improve year over year results.
  • Executed brand initiatives and lead team to be compliant in brand standards.

ASSISTANT GENERAL MANAGER

Hyatt Place Marathon
07.2014 - 09.2015
  • Opened a 125 room Hyatt Place resort property in the Florida Keys. Worked with hotel opening team and Brand Ambassadors to ensure hotel met all brand requirements
  • Hired, trained and coached front office team to comply with brand standards in the front desk and food and beverage procedures.

Education

BACHELOR OF SCIENCE - Hospitality and Tourism Management

University of Massachusetts
Amherst, MA
05.2005

Timeline

Genreral Manager

Sonder
08.2024 - Current

OPERATIONS MANAGER

Sonder
12.2019 - 08.2024

DIRECTOR OF ROOMS

CIRC Hotel
09.2017 - 12.2019

GENERAL MANAGER

Holiday Inn Express
09.2015 - 08.2017

ASSISTANT GENERAL MANAGER

Hyatt Place Marathon
07.2014 - 09.2015

BACHELOR OF SCIENCE - Hospitality and Tourism Management

University of Massachusetts

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Heather Alexsa