Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Cole Chapman

Walland

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

11
11
years of professional experience

Work History

Guest Experience Coordinator

Blackberry Farms
10.2020 - Current
  • Served as primary point of contact for a Relais & Châteaux
  • Handled reservation changes efficiently while minimizing inconvenience or dissatisfaction for affected guests.
  • Maintained a clean and organized reception area to create a welcoming atmosphere for guests upon arrival.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Streamlined check-in processes for improved efficiency and reduced wait times.
  • Collaborated with housekeeping staff to ensure rooms were prepared according to guests'' preferences.
  • Contributed to overall team success by consistently meeting or exceeding performance metrics related to guest satisfaction.
  • Ensured accurate billing practices by carefully reviewing charges posted to guest accounts before checkout.
  • Facilitated smooth room transitions by coordinating closely with housekeeping staff on occupancy status updates.
  • Ensured seamless communication between front desk, maintenance, and food service teams for optimal guest experience.
  • Developed strong relationships with repeat customers, fostering loyalty and positive word-of-mouth referrals.
  • Trained new team members on standard operating procedures, elevating overall service quality across the department.

Human Resources Coordinator

Chick-Fil-A
06.2013 - 09.2020
  • Scouted and recruited eligible new team members
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
  • Supported managers in addressing employee concerns, fostering positive workplace relationships.
  • Led recruitment efforts to attract top talent in a competitive job market.
  • Proactively identified opportunities for organizational growth while adhering to budget constraints to optimize financial outcomes.
  • Leveraged software and practical methods to develop new training programs
  • Oversaw inventory and streamlined the process for order management.

Education

Associates of Applied Science -

Pellissippi State Community College
Maryville, TN
05.2015

Skills

  • Multitasking proficiency
  • Strong empathy
  • Exceptional communication
  • Reservation Management
  • Concierge services
  • Property knowledge
  • Customer Service
  • Detail Oriented
  • Data entry proficiency with opera cloud and resdiary
  • Strong sense of urgency
  • Expansive knowledge of culinary techniques and food science

Personal Information

Title: HOSPITALITY PROFESSIONAL

Timeline

Guest Experience Coordinator

Blackberry Farms
10.2020 - Current

Human Resources Coordinator

Chick-Fil-A
06.2013 - 09.2020

Associates of Applied Science -

Pellissippi State Community College

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Cole Chapman