ERIKA HOLLAND
Baltimore,MD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Highly communicative professional with more than 4 years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Lead Concierge
The Crescent At Fells Point By Windsor Apartments
02.2020 - Current
- oversee the daily operations of the concierge desk, including managing schedules, assigning tasks, and ensuring the smooth operations of front desk activities.
- Greet residents and guest in a professional and friendly manner, providing personalized services and addressing inquiries and requests promptly.
- Coordinate residents services such as package handling, dry cleaning, reservations, and transportation arrangements to exceed residents expectations.
- Maintain a high level of security and confidentiality, monitoring access control systems and ensuring the safety and well-being of residents and property.
- Providing exceptional concierge services to residents, including handling inquiries , coordinating services, and resolving issues in a timely and professional manner.
- Managed incoming and outgoing packages, tracking deliveries and notifying residents of packages arrivals.
- Assisted with events planning and coordinations of community activities to foster a sense of community among residents.
- Collaborated with property management and maintenance teams to address residents needs and ensure a high standard of living experience.
Multi Site Manager
Chimes.Inc
07.2014 - 11.2019
- Manage residential facilities for individuals with disabilities, overseeing daily operations, staff supervision, and resident care.
- Developed and implemented individualized care plans in collaboration with healthcare professionals, ensuring residents unique needs are met.
- Maintained compliance with state regulations and industry standards related to health and safety in residential settings.
- Fostered a supportive and inclusive environment for residents, promoting independence, socializations, and community engagement.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Created detailed reports regarding facility conditions, incident occurrences, or other pertinent information as requested by ownership or management personnel.
- Maintained a safe living environment by enforcing house rules and conducting regular safety inspections.
- Served as liaison between residents, staff, and external service providers to ensure seamless communication and coordination of services for the community''s benefit.
- Enhanced resident satisfaction by addressing and resolving concerns in a timely manner.
- Assisted residents with daily hygiene and living tasks.
- Managed all intake and discharge paperwork and procedures for residents.
- Developed strong relationships with residents, fostering a positive and supportive living community.
- Managed budgets and financial records to ensure responsible allocation of funds for maintenance, improvements, and events.
- Conducted regular performance evaluations for staff members, providing constructive feedback on areas needing improvement.
- Prevented unauthorized access into residential facilities by monitoring security systems regularly.
- Supervised residents preparing meals and handling chores and provided constructive feedback.
- Implemented conflict resolution strategies when mediating disputes between residents or staff members.
Education
High School Diploma -
Southwestern High School
200 Font Hill Ave 05.1998
Skills
- Exceptional communication
- Property Management
- Guest Relations
- Task Delegation
- Customer Service
- Strong Work Ethic
- Excellent Multitasking
- Hospitality
- Effective problem solving
- Guest experiences
- Guest Services
- Safety Procedures
- Training and mentoring
Timeline
Lead Concierge
The Crescent At Fells Point By Windsor Apartments
02.2020 - Current
Multi Site Manager
Chimes.Inc
07.2014 - 11.2019
High School Diploma -
Southwestern High School
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