Erica Hopper
Moss,TN
Summary
Customer-focused Guest Experience Coordinator highly productive in fast-paced environments, ensuring tasks are completed efficiently and effectively. Skilled in communication, problem-solving, and time management, with an ability to excel in conflict resolution, team leadership, and customer service excellence. Utilize active listening and empathy to enhance guest satisfaction and foster positive experiences. Highly motivated employee with a desire to take on new challenges. I've been with Getaway/Postcard Cabins now for 4 years, and I'm thrilled to see the company grow. I'm very hopeful to be a part of our new future.
Overview
4
4
years of professional experience
Work History
Guest Experience Coordinator
Postcard Cabins
Moss, TN
07.2023 - Current
- Proficient in using Zendesk, Ledger, Slack, social media platforms, Airbnb, Expedia, Braintree and Spreadsheets to manage reservations and guest communications
- Make and process reservations, handle inquiries, changes and cancelations effectively by email, chat, and phone calls
- Proficient in problem-solving and working in a fast-paced environment, able to think on my feet, and adaptable to changing situations.
- Handle customer complaints and requests professionally and efficiently, aiming for resolution at first contact. Able to calmly and effectively assist and de-escalate guests in high-stress situations
- Ever striving to express patience, kindness, sympathy, and compassion to guests in all situations, while building a relationship to encourage return business
- Outpost Team support of all 31 locations, emergency support and guest outreach for on-site and weather-related issues
- Keep up to date with policies and strictly follow terms and guidelines
- Provide information about services, amenities, and local attractions
- I have trained other staff and am always willing to assist my co-workers when needed.
- Created my own pages and sheets over the course of my position so that I may recall information and for my co-workers to also use
- In a 22-month period, I have completed over 40,000 tickets. These are top numbers on my team.
PM Supervisor
Postcard Cabins
Celina, TN
10.2022 - 07.2023
- Able to handle all daily requirements, such as assigning cabins and jobs to staff, completing laundry on highest workload nights
- Restocking provisions room and laundry room, helping to make bi-monthly order for provisions needed
- Able to jump to many different jobs in one day smoothly and effectively, always willing to clean cabins or trail run as extra support among the team.
- Able to handle high-stress situations calmly, positively, and effectively.
- Provided team support, patience, and compassion with all staff.
- Provide guests with comfort, safety, and understanding
- Watched our work app from home at least twice a week during my free time to assist guests
- Effectively and efficiently ran many work days independently
Lodgekeeper
Postcard Cabins
Celina, TN
04.2021 - 07.2023
- Appropriately organizing and sorting laundry for washing and drying.
- Removed stains using a proper reclaim procedure
- Cleaned laundry room and equipment on a daily basis and maintained an orderly and tidy work space
- Answered guest requests and concerns effectively, and in a timely manner.
- Made laundry bags, restocked cabin-keepers' bins and bags, and wrote welcome cards for arrivals for the following day.
- Able to handle a very high work load that included washing, drying, and folding linens completely for a 40-cabin departure day
Trail Runner
Postcard Cabins
Celina, TN
04.2021 - 07.2023
- Gathered and removed trash after departures
- Gathered and removed all linens from the cabin after departures.
- Removed any trash found outside of cabin and straightened any outdoor furniture to standard set-up
- Restocked amenities inside and outside of the cabin. This included firewood and fire starters in the outside firewood bin.
- Removed any burnt firewood left in the fire pit and removed all ashes
- Picked up any limbs or debris on the outside pad and followed up with facilities if I noticed any additional work needed that required equipment usage
Campgrounds
Postcard Cabins
Celina, TN
07.2022 - 12.2022
- Cleaned tents, made beds, cleaned kitchenette and surrounding outdoor pad in a thorough manner
- Restocked amenties, including provisions and firewood
- Cleaned bath house multiple times daily using appropriate sanitizing techniques
- Able to clean and prepare a 10-site turnover by myself
Cabin Keeper
Postcard Cabins
Celina , TN
04.2021 - 10.2022
- Maintained proper cleanliness of all on-site cabins
- Employed deep-cleaning procedures for areas in need of additional cleaning
- Followed safety procedures and sanitization in lieu of Covid-19
- Completed daily list of cabins of turnover between guests, consistently meeting deadlines and completing thorough work
- Kept close eye on condition of cabin and reported any maintenance work needed
- Trained many cabin-keepers and helped set the bar on what Postcard Cabins Dale Hollow presents and offers
- Able to handle high-volume work loads, cleaning up to 8 cabins in a 5-hour period
Education
High School Diploma -
Clay County High School
Celina, TN05-2006
Skills
- Guest outreach and team support
- Emergency support and conflict resolution
- Training and mentoring staff
- Multitasking and adaptability
- Attention to detail and organized
- Works well in groups or independently
- Proactive learner and eager to expand knowledge
- Open-minded, empathetic, and culturally aware
References
References available upon request.
Timeline
Guest Experience Coordinator
Postcard Cabins
07.2023 - Current
PM Supervisor
Postcard Cabins
10.2022 - 07.2023
Campgrounds
Postcard Cabins
07.2022 - 12.2022
Lodgekeeper
Postcard Cabins
04.2021 - 07.2023
Trail Runner
Postcard Cabins
04.2021 - 07.2023
Cabin Keeper
Postcard Cabins
04.2021 - 10.2022
High School Diploma -
Clay County High School