Donetta Erickson
Saratoga,WY
Summary
Dynamic hospitality professional with a proven track record at Brush Creek Ranch, excelling in guest relations and conflict resolution. Adept at training staff and enhancing guest experiences through exceptional communication and multitasking skills. Recognized for improving operational efficiency and fostering loyalty among repeat guests, ensuring a welcoming atmosphere.
Developed strong communication and problem-solving skills in fast-paced hospitality environment. Demonstrated ability to manage time efficiently and handle guest inquiries with professionalism and efficiency. Looking to transition into new field, utilizing transferrable skills to add value and contribute to team-focused setting.
Offering positive attitude and strong interpersonal skills, eager to learn and develop in hospitality environment. Brings understanding of importance of guest satisfaction and ability to quickly grasp new systems and procedures. Ready to use and develop organizational and communication skills in Ranch Caretaker role.
Overview
3
3
years of professional experience
Work History
Front Desk/Concierge Associate
Brush Creek Ranch
Saratoga, WY
08.2024 - Current
- Managed front desk operations, providing exceptional guest service and ensuring smooth check-in and check-out processes.
- Coordinated reservations and accommodations, utilizing property management systems to optimize guest experiences.
- Responded promptly to guest inquiries and issues, demonstrating adaptability in fast-paced environment.
- Assisted guests with local information and recommendations, enhancing overall satisfaction during their stay.
- Collaborated with housekeeping and maintenance teams to ensure rooms met high cleanliness standards before guest arrivals.
- Monitored lobby areas for cleanliness and organization, maintaining welcoming atmosphere for guests upon arrival.
- Trained new front desk staff on operational procedures and customer service best practices to enhance team performance.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Streamlined check-in and check-out processes for increased efficiency and improved guest experience.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Coordinated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted guests upon arrival by providing warm welcome.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Created welcoming and comfortable environment for guests.
Front Desk/Housekeeping Supervisor
Old Corral Hotel and Steak House
Centennial, WY
12.2022 - 05.2024
- Supervised daily housekeeping operations to ensure high cleanliness standards throughout hotel premises.
- Trained and mentored staff on effective cleaning techniques and safety protocols.
- Conducted regular inspections to maintain quality control and identify areas for improvement.
- Coordinated scheduling of housekeeping staff to optimize workflow efficiency and coverage.
- Implemented inventory management processes for cleaning supplies and equipment.
- Developed training materials to enhance new employee onboarding experience.
- Resolved guest complaints related to housekeeping services promptly and professionally.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Managed laundry sorting, washing, drying, and ironing.
- Coordinated with maintenance department to ensure timely repairs and minimize guest inconvenience.
Education
Bachelor of Science - Healthcare
American InterContinental University
Schaumburg, IL06-2012
Skills
- Team player attitude
- Conflict resolution
- Exceptional communication
- Transportation coordination
- Strong multitasking
- Calendar management
- Guest relations
- Customer service
- Concierge services
- Housekeeping collaboration
- Training and mentoring
- Hospitality services
- Mail and packages
- Time management
- Oral and written communications
- Front office support
- Listening skills
- Problem-solving skills
- Guest accommodations
- Safety and security procedures
- Hospitality best practices
- Guest services
- Corporate branding
- Housekeeping
- Documentation
- Team building
- Guest amenities
- Guest experiences
- Amenities information
- Item pickup and delivery
Accomplishments
- Received a job promotion within 4 months of hire date due to outstanding performance.
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times as a team.
Timeline
Front Desk/Concierge Associate
Brush Creek Ranch
08.2024 - Current
Front Desk/Housekeeping Supervisor
Old Corral Hotel and Steak House
12.2022 - 05.2024
Bachelor of Science - Healthcare
American InterContinental University