Nikki L. Pierce
Charlottesville,VA
Summary
Dynamic hospitality professional excelling in guest services and concierge roles. Renowned for exceptional communication skills and meticulous attention to detail, I consistently anticipate guest needs and enhance experiences, leveraging proficiency in reservation systems to drive satisfaction and loyalty.
Overview
15
15
years of professional experience
Work History
Guest Services Associate
The Draftsman Hotel
Charlottesville, VA
04.2024 - Current
- Provide the highest quality of service to guests at all times, anticipate and exceed guest needs
- Check guests in and out of their accommodation, manage guest billing, share recommendations for dining, activities, and directions
- Manage guest requests and coordinate amenity delivery with department managers
- Developed strong relationships with repeat customers through positive interactions.
Concierge
Common House
Charlottesville, VA
09.2021 - 04.2022
- Addressed all member requests, organizing accommodations and communicating updates efficiently.
- Created and maintained organized files for programming, private events, accounting, kitchen, and clubs.
- Managed phone and email communications for dining and programming reservations.
Assistant Baker
French Press
Needham, MA
06.2019 - 10.2020
- Mixed, laminated, proofed, baked, and decorated a wide variety of doughs, breads, cakes, pastries
- Developed new recipes by applying an understanding of market demand and culinary trends
- Systematized recipe books, bread schedules, special order system, and kitchen organization
- Excels in operating kitchen equipment and ensuring food safety standards
Store Manager, Salad Chef
Alla Vita: Specialty Olive Oils
Montpelier, VT
06.2017 - 10.2018
- Maintained inventories for retail items, packaging, and food orders
- Managed staff of eight, created work schedules, and trained staff on policies and procedures
- Executed lunch orders for 125+ customers while ensuring a positive shopping experience
- Managed company's social media which promoted sales, special events, and weekly menu
- Implemented visual merchandising strategies to optimize product displays.
Guest Reception Agent
Trapp Family Lodge
Stowe, VT
12.2016 - 05.2017
- Delivered exceptional service to guests, consistently anticipating and surpassing needs.
- Checked guests in and out efficiently, managing billing with accuracy.
- Coordinated guest requests and ensured timely amenity delivery through collaboration with department managers.
- Supported real estate office by updating sale contracts, resident information, and filing documentation.
Lighting Technician
Royal Caribbean Int.
Bahamas
04.2011 - 06.2013
- Designed engaging guest slots to maintain show material integrity.
- Ensured performer safety by implementing rigorous protocols.
- Collaborated with technicians to repair and maintain equipment efficiently.
- Liaised with vendors to source essential maintenance materials.
- Enhanced bilingual support to improve guest experience.
Education
Google Certificate - User Experience Design
Google
Charlottesville, MA10.2023
Bachelor of Fine Arts - Production Design with Concentration in Lighting Design
Boston University
Boston, MA05.2010
Skills
- Hospitality management
- Reservation systems expertise
- Concierge services
- Design software proficiency
- Detail orientation
- Reliability
- Communication skills
- Typing speed 94 wpm
Awards
Smile of the Month, Royal Caribbean Int., 11/01/11, Awarded to the crewmember with the most consistent and friendliest smile
Languages
German
Limited
Timeline
Guest Services Associate
The Draftsman Hotel
04.2024 - Current
Concierge
Common House
09.2021 - 04.2022
Assistant Baker
French Press
06.2019 - 10.2020
Store Manager, Salad Chef
Alla Vita: Specialty Olive Oils
06.2017 - 10.2018
Guest Reception Agent
Trapp Family Lodge
12.2016 - 05.2017
Lighting Technician
Royal Caribbean Int.
04.2011 - 06.2013
Google Certificate - User Experience Design
Google
Bachelor of Fine Arts - Production Design with Concentration in Lighting Design
Boston University