Theresa Gladden

Northfield,NJ

Summary

Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.

Overview

years of professional experience

Certification

Work History

Destination Manager

Diamond Tours

Ft Myers , FL

1999.09 - 2021.12

Greeted MotorCoach groups upon arrival.
Verified packages to be received by group
Verified activities and reservations according to Itinery
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.

Assistant General Manager

Best Western Hotel

Pleasantville , NJ

2015.02 - 2018.10

Mentored and motivated team members to achieve challenging business goals.
Managed team schedule with eye for coverage needs and individual strengths.
Motivated, trained and disciplined employees to maximize performance.
Enforced quality assurance protocols to deliver ideal customer experiences.
Resolved problems promptly to elevate customer approval

Front Desk Manager

Comfort Inn

Atlantic City , NJ

1999.07 - 2005.01

Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
Trained new staff on correct procedures, compliance requirements and performance strategies.
Handled tasks and responsibilities for front office employees during periods of understaffing.
Checked guests in out of hotel, made reservations and processed payments.
Prepared weekly employee work schedules for team members.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Collected room deposits, fees and payments.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.Performed concierge services for guests.
Oversaw fast-paced front desk operations and guests' needs at busy facility.

Education

High School Diploma -

Manalapan High School

Manalapan NJ

06.1982

Skills

Relationship Building
Customer Service

Problem Solving
Conflict Resolution