Erica A. Rucker

Buford, GA

C: 770-***-**** E: acskg7@r.postjobfree.com

EDUCATION

Earned a Master of Science in Hospitality Management, August 2014

Chaplin School of Hospitality & Tourism Management - Florida International University - Miami, Florida

GPA: 3.85; Top 15% of class

Focus Areas: Hospitality & Hotel Management, Travel & Tourism Management, Business Management

Earned a Bachelor of Science in Hospitality & Tourism Management, May 2012

Strayer University - Atlanta, Georgia

GPA: 4.00 Summa cum laude; Top 10% of class

Focus Areas: Hospitality Management, Hotel Operations Management, Business Management, and

Travel & Tourism

Certifications:

Certified Guest Service Professional (American Hotel & Lodging Educational Institute, 4/2015)

Certified Hospitality Supervisor (American Hotel & Lodging Educational Institute, 12/2015)

HIGHLIGHTS

Working knowledge of Opera

12+ years Customer Service Management/Team Development

Front Desk Management

Management of Personnel Resources

Solid experience in developing, implementing and evaluating service standards

Judged in a national hospitality high school competition: Guest Service case study (AH&LA)

EXPERIENCE

Diamond Hospitality Services, Inc. – Atlanta, GA March 2011 to Present

Manager - Recruiting & Training (front desk, concierge, doormen, lobby attendants, etc.)

Developed and implemented strategies for front desk, parking, concierges, etc. that support achievement of the buildings’ goals.

Directly responsible for recruiting, training & managing multiple supervisors and staff on techniques for managing customer service and front desk operations.

Created a work environment that promoted teamwork, recognition, mutual respect and employee satisfaction.

Accountable for daily monitoring of all service levels provided by employees to residents, guests and management.

Utilize leadership skills & techniques to coach, motivate, counsel and discipline employees when necessary, using proper documentation and proper techniques.

Handle all financial accounting duties including the processing and logging of accounts receivables, accounts payables, payroll, bank account reconciliation and regular deposits.

Reduce customer complaints by evaluating methods of continuous improvement.

The Ambassador's Touch, Inc. – Baltimore, MD September 2004-October 2011

Manager – Concierge Staffing & Training

Created a welcoming front desk programs.

Hired, trained & supervised front desk and lobby superstars.

Effectively communicated with 20+ team members to maintain clearly defined expectations of providing great service.

Perform associate evaluations, provide coaching and development.

Developed creative recruiting strategies that met anticipated staffing needs.

Communicated the duties, compensation, benefits, and working conditions to all potential candidates.

Assisted staff with front desk duties: answering phone; greeting residents, guests, vendors; resolving issues/complaints

Provided leadership and direction to team members.

Reston Limousine – Sterling, VA October 2003- January 2005

Office Manager/Personal Assistant to CEO

Managed the front desk; assisted with reservations.

Problem-solved client accounts before escalation.

Created and maintained computer- and paper-based filing and organization systems for records, reports and documents for efficiency.

Facilitated weekly team meetings.

Maintained and coordinated executive and senior management day-to-day meetings and hotel/air travel.

Simon Krowitz Meadows Bortnick, P.A – Rockville, MD July 2002 to October 2003

Assistant Office Manager

Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers.

Issued 50 paychecks to vendors and suppliers on a bi-weekly basis.

Handled cash and deposits using the proper accounting procedures and documentation.

Researched and resolved collections and billing disputes with tact and efficiency.

Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.

Updated departmental standard operating procedures and database to accurately reflect the current practices.

Assisted with payroll preparation and entered data into cumulative payroll document.

Hotel Pere Marquette – Peoria, IL October 1998 to June 2002

Night Auditor/Front Desk Supervisor

Performed all daily accounting for 400+room hotel, including reconciling daily receipts, posting to spreadsheets, tracing discrepancies, and ensuring accuracy in every detail.

Interviewed, hired and trained new guest service agents in night audit and front desk procedures.

Coordinated interdepartmental practices to ensure quality customer service.

Ensured compliance with state labor laws.

Monitored room availability using proprietary software.

Monitored the appearance and performance of the front desk staff - made sure appearance met the requirements of the job.

Planned, scheduled and supervised the work of other employees.

Coordinated front-office activities and resolved problems.

Ensured front desk handles billing and cash in accordance with hotel's standards.

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