Heather Alexsa Email & Phone Number

Miami, Florida, United States

Miami, Florida, United States

Hollywood, Florida

Marathon, Fl

• Lead and inspire a team of managers and staff in the daily operations of a 134 room hotel, full service waterfront restaurant and marina gift shop• Manage 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 and meet budgeted expectations.• Execute brand initiatives and lead team to be compliant in brand standards for all departments. Monitor, inspect and review all areas of property to maintain quality and identify areas of opportunity.• Establish strong working relationships between team members to create a positive work environment that emphasizes customer service and a genuine guest experience

Marathon, Fl

• 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, operational supplies and equipment were delivered and required training was completed in accordance to scheduled opening date• Hired, trained and coached front office team to comply with Hyatt Place standards in front desk and food and beverage procedures. Consistently worked with individuals using Hyatt Place’s “Coaching a First Place Team” module to encourage self-development at work• Contributed to hotel revenue strategies and monitored rate and occupancy daily. Controlled front office budget to achieve maximum flow through on room’s profitability

Ormond Beach, Fl

• Assist the general manager to lead a team in accordance with Hampton brand standards, operating procedures and the Hamptonality philosophy for an 84 room mix-market property.• Actively train, coach and empower employees to ensure that each team member is engaged and aware of the hotel’s financial, guest satisfaction and brand driven goals.• Directly respond to guest concerns and provide meaningful and authentic resolutions. Work with department heads to anticipate potential obstacles to ensure a 100% satisfaction guarantee.• Develop and grow group business using hotel budget and inventory guidelines. Manage group experiences and identify revenue opportunities by acting on hotel leads and generating demand.• Market hotel with a strong presence in the Chamber of Commerce and Convention and Visitor’s Bureau. Attend trade shows to promote hotels packages and market specific amenities.

*Responsible for the satisfaction of both internal and external guests as the Manager on Duty of an 814 room resort, maintaining regular communication with all departments to ensure a problem free stay. *Managed the daily activities of Front Desk team members to ensure quality service was maintained in accordance with Hilton standards.*Handeled guest concerns in a professional and hospitable manner and determined innovative and practical solutions that balanced out guest recovery expectations with operational cost objectives.*Maintained a lobby presence as the Journey Ambassador and greeted all arriving guests to provide exceptional service throughout their stay through constant engagement and interaction.*Coordinated with Housekeeping, Engineering and Guest Services departments to prepare for and execute the arrival of VIP guests and follows up with guests to ensure all expectations have been met.

Lake Buena Vista, Fl

*Completed a 16 week intensive management development program at the Hilton Walt Disney World, beginning with an 8 week departmental rotation and ending with an 8 week Front Office Specialization.*Trained in all hotel departments, developing a broad knowledge of each through hands on training with Managers and Line Staff, attendance of departmental meetings, and one-on-one information sessions with Directors.*Acquired a detailed understanding of Front Office Operations through a specialized training process that covered all operational aspects and progressed to the full time role as a Front Office Manager *Attended various training and certification courses, establishing a concrete comprehension of Hilton Hotel’s management expectations as well as the Company’s standard practices of operation.

New York, Ny

*Represented a 2,500-room hotel through the check-in and check-out process ensuring accurate reservations upon arrival and correct billing upon departure while maintaining a constant knowledge of hotel daily events and local information to present to inquiring guests.*Utilized hotel technology as a Kiosk Agent to provide a faster, more personalized check-in through the combined use of wireless handheld devices and stationary kiosks located in the lobby.*Provided superior service as a Diamond Desk Agent to Hilton Honors Gold and Diamond VIP guests, explaining hotel amenities and managing room inventory to provide upgrades when available.

Hospitality And Tourism Management, Hospitality And Tourism Management

Bachelor Of Science (B.S.), Hospitality And Tourism Management