Summary
Overview
Work History
Education
Skills
Timeline
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Demetria Hickman

Evansville,IN

Summary

Driven professional with a track record of enhancing customer satisfaction and streamlining operations at Hampton Inn By Hilton. Leveraged strong time management and problem-solving skills to increase guest retention and improve service efficiency. Excelled in staff management and inventory control, contributing to a performance-oriented culture.

Overview

13
13
years of professional experience

Work History

Front Desk Receptionist

Hampton Inn By Hilton
09.2023 - 05.2024
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Completed all tasks in compliance with company policies and procedures.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
  • Coordinated meeting room reservations and set-up requirements for various events or conferences held onsite.
  • Resolved customer problems and complaints.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.

Shift Supervisor

Cricket Wireless
08.2017 - 11.2020
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
  • Enhanced team productivity by implementing efficient shift scheduling and task delegation.
  • Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
  • Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
  • Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
  • Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
  • Applied security, safety, and loss prevention strategies during shifts.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
  • Delivered successful training to more than 12 employees during tenure, educating on successful work processes and productivity strategies.
  • Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
  • Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
  • Increased sales performance through effective upselling techniques and staff training initiatives.
  • Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
  • Prepared, calibrated, and monitored production levels to achieve targets.
  • Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
  • Actively participated in promotional events aimed at increasing brand visibility within the community resulting in higher foot traffic volume.
  • Completed cash and credit card transactions accurately using POS software.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Scheduled staff shifts to secure adequate coverage and productive workflows.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Completed daily financial activities and prepared weekly reports for management to inform decision-making.
  • Analyzed sales figures and identified areas for improvement.
  • Managed staff hiring, training and supervision.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Cultivated professional working relationships with peers and supervisors.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Built relationships with customers and managed accounts to drive revenue and profit.
  • Kept accurate and detailed records of personnel progress and productivity.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
  • Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
  • Troubleshot equipment to reduce service calls and downtime.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Coordinated merchandising, promoted new products and increased brand awareness.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.

Ice Cream Cake Decorator

Dairy Queen Grill & Chill
03.2011 - 11.2017
  • Designed specialty cakes for weddings, birthdays, and graduations.
  • Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
  • Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
  • Consistently met customer expectations through clear communication regarding design specifications and delivery timelines.
  • Kept work area safe and sanitized by washing utensils, tools, and countertops.
  • Maintained a clean and sanitary workspace, adhering to strict food safety guidelines and ensuring overall quality control.
  • Enhanced customer satisfaction by designing and executing visually appealing customized cake orders.
  • Developed a loyal clientele through exceptional customer service and high-quality cake decorations.
  • Improved bakery sales by creating innovative cake designs for holidays and special events.
  • Verified accuracy of orders while meeting strict deadlines on producing completed products.
  • Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
  • Packaged and priced each product according to company pricing procedures.
  • Managed material inventory and ordered new materials when needed.
  • Used variety of baking and decorating tools such as mixers, carving tools, and confectionery products.
  • Decorated Ice Cream cakes using colorful icings and piping techniques.
  • Disposed of damaged and expired goods to uphold safety standards and provide fresh products.
  • Achieved consistent results in producing intricate designs under tight deadlines, showcasing strong time management skills.
  • Trained and supervised part-time cake decorators to apply proper decorating techniques in creating edible icing, flowers and figurines.
  • Proactively addressed any customer concerns or complaints, demonstrating a commitment to maintaining positive relationships and ensuring overall satisfaction.
  • Prepared special creams and frostings for cakes and other dessert specialties.
  • Precisely arranged display cases throughout workday to highlight finished products.
  • Updated inventory records regularly, ensuring that all necessary supplies were available for efficient workflow operation.
  • Expanded the bakery''s offerings by introducing various frosting techniques, leading to more diverse product options for customers.
  • Utilized social media platforms to showcase completed projects, generating interest in the bakery''s products and services among potential clients.
  • Achieved high levels of precision while working with delicate materials such as sugar flowers or edible images.
  • Streamlined the ordering process by implementing an organized system for tracking design requests, reducing errors and increasing productivity.
  • Actively sought feedback from customers, incorporating suggestions for improvement into future projects to continually enhance the quality of service provided.
  • Provided input during team meetings on ways to improve the bakery''s overall performance, contributing to a collaborative work atmosphere.
  • Decorated cakes, cupcakes and other pastries according to customer requests.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Managed display cases to verify freshness and attractiveness of products.
  • Replenished bakery items in display cases.
  • Adapted quickly to new tools or technology used in cake decoration processes, staying current with industry advancements and trends.
  • Mentored new employees on cake decorating techniques, fostering a positive work environment and promoting skill development.
  • Researched and tested new cake recipes to expand product line of bakery and provide more selections to customers.
  • Prepared frostings and other toppings for cakes and pastries.
  • Packaged finished products for sale.
  • Followed food safety standards when handling ingredients.
  • Cleaned and maintained kitchen equipment and oven.
  • Mixed icing and other toppings by reading recipes, scaling, and measuring ingredients and operating mixer.
  • Replenished and rotated food items, following correct food cooling and storage procedures.
  • Processed customer orders and payment transactions.
  • Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
  • Determined quantity of product to prepare for next day operation by maintaining detailed production schedule.

Education

High School Diploma -

Evansville North
Evansville, IN
01.1991

Skills

  • Customer Service
  • Time Management
  • Listening Skills
  • Cash Handling
  • Telephone Etiquette
  • Problem-solving skills
  • Team Collaboration
  • Scheduling
  • Appointment Scheduling
  • Scheduling appointments
  • Hospitality services
  • Sensitive information handling
  • Work Prioritization
  • Initiative-taking
  • Issue handling
  • Confidentiality handling
  • Guest Relations
  • Multi-Line Telephone Systems
  • Technical Support
  • Hospitality best practices
  • Task Delegation
  • Basic accounting
  • Inventory Control
  • Performance Improvement
  • Staff Management
  • Project Management
  • Attention to Detail
  • Punctual and Reliable
  • Call Answering and Routing
  • Customer and client relations
  • Payment Processing
  • Customer Complaint Resolution
  • Courteous and Professional
  • Relationship Building
  • Visitor and Customer Relations
  • Basic Math
  • Multi-Line Phone Systems
  • Call Management
  • Inventory Management
  • Bank Deposits
  • Supply Ordering
  • Security awareness

Timeline

Front Desk Receptionist

Hampton Inn By Hilton
09.2023 - 05.2024

Shift Supervisor

Cricket Wireless
08.2017 - 11.2020

Ice Cream Cake Decorator

Dairy Queen Grill & Chill
03.2011 - 11.2017

High School Diploma -

Evansville North

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Demetria Hickman