Erika Carter
Winston Salem,NC
Summary
Highly motivated Hospitality Services Director with extensive experience in managing day-to-day operations and achieving business objectives. Utilizes advanced organizational, technical, and business skills to optimize workflows. Committed to providing exceptional support to staff and customers while continuously seeking opportunities for enhancing efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Experience Director
Bermuda Run Country Club
Bermuda Run, NC
05.2024 - Current
- Collaborated with senior leadership to set long-term objectives for the company.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Analyzed data to inform decision-making and strategic direction.
- Formed and sustained strategic relationships with clients.
- Implemented successful business strategies to increase revenue and target new markets.
- Created effective business plans to focus strategic decisions on long-term objectives.
Office Manager
Bermuda Run Country Club
Bermuda Run, USA
01.2023 - 05.2024
- Support the daily operational functions of the Club
- Address and solve complaints between members and departments
- Partner with the GM and Department Heads to ensure accuracy and compliance are followed
- Onboard, process, and conduct new hire orientation to new employees
- Maintain and update employee records
- Developed and implemented office policies and procedures.
- Oversee and process payroll using ADP from entry to closing
- Perform system access maintenance and monitoring
- Inform and ensure all legal requirements are followed
- Perform all duties surrounding accounts receivable and accounts payable
Director of Sales and Hospitality
Jones von Drehle Vineyards
Thurmond, USA
06.2021 - 01.2023
- Specialize in member and employee retention based on data and projections
- Manage website, newsletters, marketing, and reservation software
- Collaboratively plan and execute unique member experiences and events to increase revenue
- Talent acquisition: Onboard, process and train new employees
- Manage payroll using QuickBooks
- Develop and update companywide policies and procedures
- Coordinate all fulfillment and shipping needs
- Managed a team of sales personnel to ensure performance goals were met or exceeded.
- Created detailed reports on sales performance metrics and trends.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Developed and implemented sales strategies to maximize revenue growth.
Tasting Room Manager
Cline Cellars
Sonoma, USA
04.2019 - 06.2021
- Hire, train, and develop a team of knowledgeable brand ambassadors aligned with company culture
- Performance evaluations and disciplinary action
- Implement transition of new branding and expectations within Direct-To-Consumer Departments
- Monitor business metrics, implement ecommerce promotions to drive sales
- CSM and wine club management
- Manage POS updates, troubleshooting, and training
- Create SOPs for all positions within the department
- Foster positive work environment
- Create and implement incentive programs
- ADP payroll
- Responsible for booking reservations and exceeding financial goals
Education
Bachelor’s Degree - Interior Design and Architecture, Communications
CSU Sacramento
Sacramento, CA01.2007
Skills
- Customer Service
- Verbal and written communication skills
- Hospitality focused
- Revenue driven
- Project management
- Multitasking
- Organizational skills
- Microsoft Office Suite
- CSM
- Payroll systems
- HRIS systems
- Senior leadership support
- Performance Improvement
- Employee Training
- Report Writing
- Operations Management
- Hiring and Retention
- People Management
- Cross-functional team leadership
- Charismatic Leader
Certification
- CPR, AED, and Basic First Aid
- Wise Academy Management Core Course
- Workplace Harassment Prevention for Managers
Hobbies and Interests
- Hiking
- Cooking
- Pickleball
- Dog Training
- Hosting Events
Timeline
Member Experience Director
Bermuda Run Country Club
05.2024 - Current
Office Manager
Bermuda Run Country Club
01.2023 - 05.2024
Director of Sales and Hospitality
Jones von Drehle Vineyards
06.2021 - 01.2023
Tasting Room Manager
Cline Cellars
04.2019 - 06.2021
Bachelor’s Degree - Interior Design and Architecture, Communications
CSU Sacramento
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