Erica Graves
Cranberry Township
Summary
Hospitality professional skilled in managing front desk operations and enhancing guest experiences. Known for adaptability and commitment to providing seamless service. Recognized for strong collaboration skills and results-driven approach, ensuring smooth operations and guest satisfaction.
Overview
15
15
years of professional experience
Work History
ESL Teacher
VIPKID
05.2018 - Current
- Supported language development for non-native speakers by providing one-on-one tutoring sessions tailored to individual needs.
- Educated students in basics of English grammar and conversational speaking.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Enhanced students'' speaking skills through regular practice and focused feedback during conversation sessions.
- Increased student proficiency in English by creating and implementing engaging and interactive classroom activities.
Guest Services Receptionist
Hilton Garden Inn Pittsburgh/Cranberry
08.2021 - Current
- Played an integral role in improving overall hotel ratings by consistently providing exceptional service and addressing guest needs promptly.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
- Strengthened relationships with repeat customers through attentive service and recognition of their preferences.
Hotel Sales Manager/Event Coordinator
Vista Host Hotel Management
04.2015 - 02.2018
- Implemented and created promotions to stimulate repeat business and attract new business travel accounts.
- Negotiated advantageous contracts with vendors that resulted in cost savings without sacrificing quality or service standards.
- Participated in industry events such as trade shows and conferences to network with potential clients and promote the hotel brand.
- Contributed to annual budget planning by setting realistic sales targets based on historical data and market trends.
Guest Services Associate/Inside Sales Coordinator
Hampton Inn Pittsburgh/Cranberry
01.2014 - 03.2015
- Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
- Developed rapport with guests by engaging in friendly conversations without compromising professionalism.
- Gave information about area attractions and provided directions.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Marketing Coordinator
Fun Fore All Family Entertainment Center
09.2012 - 12.2013
- Answered general marketing department inquiries by email, phone, and mail.
- Developed visually engaging marketing materials to support product launches and promotions.
- Collaborated with external agencies on advertising campaigns, ensuring alignment with overall marketing objectives.
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
Recreation Program Coordinator
The Quechee Club
05.2010 - 09.2012
- Scheduled events in recreation facilities and monitored facility conditions.
- Planned and evaluated recreation and athletic programs with recreation director to support community.
- Researched, planned, and organized mentally stimulating activities for individuals ages 2 - 100.
- Organized special events that attracted new participants and increased community awareness about available programs.
- Conducted regular assessments of program effectiveness, using feedback to implement improvements as needed.
- Collaborated with various departments to maximize facility usage and optimize scheduling for multiple programs.
Education
Bachelor of Science - Resort Recreation Management/ Hospitality
Slippery Rock University of Pennsylvania
Slippery Rock, PA05-2010
Skills
- Patience and tolerance
- Upselling services
- Guest relations
- Property management systems
- Administrative tasks
- Teamwork
- Problem-solving skills
- Attention to detail
Timeline
Guest Services Receptionist
Hilton Garden Inn Pittsburgh/Cranberry
08.2021 - Current
ESL Teacher
VIPKID
05.2018 - Current
Hotel Sales Manager/Event Coordinator
Vista Host Hotel Management
04.2015 - 02.2018
Guest Services Associate/Inside Sales Coordinator
Hampton Inn Pittsburgh/Cranberry
01.2014 - 03.2015
Marketing Coordinator
Fun Fore All Family Entertainment Center
09.2012 - 12.2013
Recreation Program Coordinator
The Quechee Club
05.2010 - 09.2012
Bachelor of Science - Resort Recreation Management/ Hospitality
Slippery Rock University of Pennsylvania
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