Alicia Gravatt
Newark,DE
Summary
Results-driven operations leader with nearly 10 years of progressive leadership experience directing high-volume hospitality operations. Experienced leading teams of up to 120 associates while supporting operations serving 1.5+ million guests annually. Recognized for improving financial performance, developing future leaders, and consistently delivering exceptional guest experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Restaurant Associates
10.2021 - Current
- Lead operations across a high-volume café, three beer garden outlets, and multiple concession locations.
- Direct, coach, and develop up to 120 associates and front-line supervisors.
- Support operations serving more than 1.5 million guests annually, including peak attendance exceeding 15,000 guests in a single day.
- Spearheaded workforce optimization initiatives that reduced annual labor by five percentage points, achieving the organization's strategic 20% labor target while maintaining exceptional guest satisfaction, operational performance, and service standards.
- Built a sustainable leadership pipeline by identifying, coaching, and developing high-potential associates, resulting in multiple promotions to Lead, Supervisor, and Manager roles while strengthening succession planning across the operation.
- Maintained Secret Shopper scores of 98% or higher for two consecutive years.
- Managed labor forecasting, staffing, inventory control, food safety compliance, cash accountability, and daily operational execution.
- Partnered with senior leadership to improve profitability, operational efficiency, employee engagement, and guest satisfaction.
Operations Supervisor
Restaurant Associates
04.2019 - 10.2021
- Supervised multiple high-volume food service outlets.
- Supported scheduling, inventory management, coaching, and daily operations.
- Maintained exceptional operational and customer service standards.
Team Lead
Restaurant Associates
11.2016 - 04.2019
- Led front-line teams in a fast-paced environment.
- Trained and onboarded new associates.
Education
GED -
NCCLC
New Castle County01-2017
Skills
- Operations Management
- Leadership Development
- Labor & Financial Management
- Strategic Workforce Planning
- Food Safety & Compliance
- Team Leadership, Coaching, & Conflict Resolution
Certification
ServSafe Manager Certification (Current through February 2027)
LEADERSHIP IMPACT
- 120 Associates Led & Developed
- 1.5M+ Guests Served Annually
- 15,000+ Guests in a Single Day
- 25% → 20% Labor Optimization
- 98%+ Secret Shopper Scores
- Multiple Leadership Promotions
Languages
Spanish
Limited Working
Timeline
Senior Operations Manager
Restaurant Associates
10.2021 - Current
Operations Supervisor
Restaurant Associates
04.2019 - 10.2021
Team Lead
Restaurant Associates
11.2016 - 04.2019
GED -
NCCLC