Erica Hammer
Mount Juliet,TN
Summary
Dedicated professional with strong customer service skills, ensuring guest satisfaction and loyalty. Proven ability to resolve inquiries effectively and foster positive relationships.
Overview
4
4
years of professional experience
Work History
GSR
Hampton Inn & Suites By Hilton
Lebanon , TN
04.2024 - 02.2026
- Assisted guests with inquiries, ensuring timely and accurate responses.
- Managed check-in and check-out processes to enhance guest satisfaction.
- Coordinated with housekeeping staff to address guest requests promptly.
- Resolved guest complaints effectively, maintaining a positive experience.
- Utilized reservation systems to manage bookings and optimize availability.
- Provided information about local attractions, improving guest engagement.
- Trained new team members on customer service protocols and best practices.
- Supported front desk operations by maintaining organized workstations and supplies.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Managed check-in and check-out processes, ensuring smooth experience for guests.
- Streamlined communication with kitchen and dining staff to ensure timely room service deliveries.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Contributed to increase in repeat business by developing strong relationships with guests.
- Conducted regular inventory checks of front desk supplies to prevent shortages.
- Streamlined reservation handling, significantly reducing wait times for guests.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
- Negotiated with vendors for supplies and services, achieving cost savings while maintaining quality.
- Facilitated loyalty program that incentivized repeat visits and positive reviews.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Provided recommendations to guests on local attractions and dining, enriching their stay.
- Improved team efficiency with thorough training on customer service protocols.
Sever Bartender
Nobu
Mount Juliet, TN
01.2022 - 02.2024
- Delivered exceptional customer service in fast-paced environment, ensuring guest satisfaction and repeat visits.
- Collaborated with kitchen staff to streamline order delivery, enhancing overall dining experience.
- Trained new servers on menu items and service protocols, fostering team cohesion and efficiency.
- Maintained knowledge of menu offerings and wine pairings, providing informed recommendations to guests.
- Managed multiple tables simultaneously, ensuring timely service and attention to guest needs.
- Resolved customer complaints promptly, turning negative experiences into positive outcomes for guests.
- Assisted in inventory management by tracking supplies, contributing to efficient stock control processes.
- Implemented feedback from management to improve service standards and operational procedures within team.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
High School Diploma -
Mount Julliet High School
Mount Juliet, TN05-2006
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Attention to detail
- Time management
- Multitasking Abilities
- Excellent communication
- Critical thinking
Timeline
GSR
Hampton Inn & Suites By Hilton
04.2024 - 02.2026
Sever Bartender
Nobu
01.2022 - 02.2024
High School Diploma -
Mount Julliet High School