Erin Hadd
Portage
Summary
Dedicated customer service and operations professional with extensive experience in guest relations, conflict resolution, billing, and administrative support within the hospitality industry. Strong communication and problem-solving skills with the ability to remain calm and professional in high-pressure situations. Seeking to transition into an Animal Services and Enforcement Officer role where attention to detail, public interaction experience, and compassionate service can be applied to community and animal welfare.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Guest Engagement Specialist
Hilton
Portage
10.2016 - 04.2026
- Provided customer care and reservation support for a large international hotel chain in a remote work environment
- Assisted guests with billing questions, reservation changes, and account concerns
- Resolved customer complaints professionally and efficiently
- Maintained accurate records and documentation
- Demonstrated strong communication, multitasking, and conflict-resolution skills
- Developed training materials to educate staff on engagement best practices.
- Managed feedback channels to gather guest insights and address concerns promptly.
Revenue Manager
Radisson Plaza Hotel
Kalamazoo
03.2012 - 10.2012
- Assisted with hotel revenue management and rate determination
- Worked closely with sales teams to maximize occupancy and revenue
- Managed billing processes and financial reporting tasks
- Conducted front office training and staff support
- Helped maintain excellent guest service standards
- Trained staff on revenue management systems and best practices for data accuracy.
- Provided guidance and support to sales teams regarding pricing policies, discounts, promotions.
Education
Nursing
Western Michigan University
Kalamazoo, MI 08.2023 - 12.2025
Skills
- Customer Service
- Conflict Resolution
- Communication Skills
- Complaint Handling
- Administrative Support
- Billing and Account Management
- Team Collaboration
- Training and Staff Support
- Problem Solving
- Attention to Detail
- Remote Work Experience
- Professional Documentation
Timeline
Nursing
Western Michigan University
08.2023 - 12.2025
Guest Engagement Specialist
Hilton
10.2016 - 04.2026
Revenue Manager
Radisson Plaza Hotel
03.2012 - 10.2012