Erica Knudsen
Aventura,Florida
Summary
Learning & Development Manager at Four Seasons Resort Palm Beach, a Forbes 5-Star Hotel, Forbes 5-Star Spa, AAA 5-Diamond.
Overview
8
8
years of professional experience
Work History
Learning & Development Manager
Four Seasons Hotels and Resorts
Palm Beach, Florida
03.2024 - Current
Quality Assurance Supervisor
Four Seasons At The Surf Club
Surfside, FL
11.2021 - 03.2024
- In absence of Learning & Development Manager, acting L&D manager from Aug 2023 - Jan 2023
- Organizes & facilitates Embark for all new team members
- Designated Trainer Program - Holds monthly meeting with all DTs, certifies DTs, creates a culture of training, etc.
- Organize & Execute hotel wide training campaigns focusing on enhancing the guest experience
- Weekly Forbes & LQA Pre-Shift trainings in operational departments
- Daily Quality Walkthroughs to access the facility, service, grooming, verbiage, name usage, genuine interest, etc.
- Assesses all opportunities for training in operational departments & facilitates departmental specific trainings
- Weekly standards testing in all departments to ensure service quality
- Experience working with J1 Students from Mexico, Bali, Europe, etc. Training plans, Onboarding, coordinates J1 events & graduation, arrival, and departure
- Employee engagement events, celebrating different cultures, wellness, holidays, etc.
- Assists with Recruitment & Career Fairs
- Organize & Execute Employee incentive program
- Ethics & Safety, Servsafe Training, Responsible Vendor Training
- Employee of the Quarter July 2020 & August 2023
Adjunct Hospitality Professor
Everglades University
Boca Raton, FL
08.2022 - 08.2023
- Hospitality courses including Introduction to Hospitality, Events Management, Food & Beverage Management, & Effective Customer Service
Pool & Beach Server
Four Seasons Hotel At The Surf Club
Surfside, FL
08.2019 - 10.2021
- Server at Winston's on the Beach Restaurant
- Provides luxury service at all four pools, beach, and private cabanas
- Designated Trainer for all new team members
- Front of the House Craft Master July & August 2020
Assistant FOH Manager
Squeeze Juicery
Buffalo, NY
10.2016 - 08.2019
- Oversees day to day operations, handles transactions, drawer count, inventory, trains all new employees
- Prepare smoothies, bowls, juices, juice shots for customers, and sell cleanses
- Creates new recipes and educates the community on healthy living
- Assists the marketing team in creating content, Instagram posts, stories, marketing goals, etc
Marketing & Hospitality Intern
Hotel Henry Urban Resort & Conference Center
Buffalo, NY
09.2018 - 05.2019
- 1 Year long internship program
- Rotated through the marketing department, front desk services, conference & events, and food & beverage outlets
- Selected a concentration in the marketing department and concentrated on content creation, website management, and blog creation
- National Historic Landmark of Buffalo
Food & Beverage Intern
The Country Club At Mirasol
Palm Beach Gardens, FL
05.2018 - 08.2018
- Rotated through each restaurant outlet as a server, hostess, bartender, & food runner Attended CMAA events throughout South Florida and toured many private clubs
Education
MBA: Master's of Business Administration - Human Resources Management
Johnson & Wales University - North Miami
Bachelor of Science: Hospitality Administration - Hotel & Tourism Management, Restaurant & Institutional Management, Culinary Arts
SUNY Buffalo State College
Skills
- Attention to Detail
- Onboarding
- New Hire Orientation
- Employee Relations
- Data Analysis
- Quality Assurance
- Career Fairs
- Creating a Culture of Learning
Honors And Activities
- Club Management Association of America 2018-2019 Chapter President
- Eta Sigma Delta Hospitality Honor Society
- Hart Hotel Scholarship Recipient
- Cum Laude Graduate
Timeline
Learning & Development Manager
Four Seasons Hotels and Resorts
03.2024 - Current
Adjunct Hospitality Professor
Everglades University
08.2022 - 08.2023
Quality Assurance Supervisor
Four Seasons At The Surf Club
11.2021 - 03.2024
Pool & Beach Server
Four Seasons Hotel At The Surf Club
08.2019 - 10.2021
Marketing & Hospitality Intern
Hotel Henry Urban Resort & Conference Center
09.2018 - 05.2019
Food & Beverage Intern
The Country Club At Mirasol
05.2018 - 08.2018
Assistant FOH Manager
Squeeze Juicery
10.2016 - 08.2019
MBA: Master's of Business Administration - Human Resources Management
Johnson & Wales University - North Miami
Bachelor of Science: Hospitality Administration - Hotel & Tourism Management, Restaurant & Institutional Management, Culinary Arts
SUNY Buffalo State College
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