Terrell Reese
Pennsauken,NJ
Summary
I am a creative and strategic hospitality professional and currently serves as the Assistant General Manager of the Hilton Garden inn the heart of downtown Camden Waterfront. With nearly ten years of customer service experience he is an expert in client experiences, hospitality policies, strategies, and operations. Highly successful at leading diverse teams, managing organizational change, process implementation with an unwavering commitment to success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Hilton Garden Inn Camden Waterfront
Camden, NJ
09.2021 - Current
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Oversaw payroll preparation and administration for staff.
- Prepared weekly schedules for staff members based on their availability.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Assistant General Manager
Hilton Garden Inn Hotel
Fort Washington, PA
05.2021 - 09.2021
- Effectively Managed large scale changed management initiatives, Reviewed financial statements, sales and activity reports to determine areas needing cost reduction and program improvement,Ensure implementation of brand service strategy, brand initiatives, with the objective of exceeding guest expectations
- Have experience with OnQ, Fosse and oracle
Assistant General Manager
Residence Inn
Wilmington, DE
03.2018 - 11.2020
- Effectively Managed large scale changed management initiatives, Reviewed financial statements, sales and activity reports to determine areas needing cost reduction and program improvement,Ensure implementation of brand service strategy, brand initiatives, with the objective of exceeding guest expectations
- Have experience with fosse and oracle
Housekeeping Manager
Residence Inn
Wilmington, DE
12.2016 - 02.2018
- Identified opportunities for process improvements in order to increase efficiency and productivity of housekeeping services.
- Communicated with maintenance team on damages to repair.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Supervised, trained, evaluated and scheduled staff of 20 housekeepers daily.
- Monitored cleanliness of lobby, swimming pool and other common areas.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
Assistant Overnight Manager
Advantage Reserve
New York, NY
05.2014 - 10.2016
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Provided accurate information regarding hotel facilities, services, and rates.
- Coached staff on strategies to enhance performance and improve customer relations.
- Took reservations from patrons by phone or online.
- Verified guest information and payment options ensuring accuracy and completeness.
- Recruited and trained new employees to meet job requirements.
- Responded promptly to all customer complaints regarding reservations services.
- Assisted customers in selecting room types based on their preferences and budget constraints.
- Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances
Assistant Manager
Lids
Moorestown, NJ
12.2013 - 05.2014
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Upsold additional items based on customer interests and needs.
- Adhered to company initiatives and achieved established goals.
- Greeted customers and provided exceptional customer service.
- Collected payments and provided accurate change.
- Assisted customers with product selection, sizing and styling.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Bagged or packaged purchases and wrapped gifts.
- Organized store by returning merchandise to proper areas and restocked displays.
Housekeeping Supervisor
Aloft Hotels
Mount Laurel, NJ
08.2010 - 09.2013
- Resolved conflicts among staff members efficiently while maintaining professionalism at all times.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Ensured that all safety protocols were followed by staff when using equipment such as vacuums or chemicals.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assistant Manager
Footlocker
Moorestown, NJ
11.2007 - 08.2010
- Greeted customers and provided exceptional customer service.
- Processed transactions using a point-of-sale system.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Greeted customers to determine wants or needs.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Resolved customer complaints promptly and professionally.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
Education
Diploma -
Maple Shade High School
05.2007
Fine Arts Coursework -
Burlington County College
Skills
- MS Office
- Fosse
- Excel
- Google spreadsheet
- Upselling
- Accounting
- Customer Service
- Employee Scheduling
- Inventory Control
- Hotel Management
- Housekeeping Management
- Oracle
- Cooking
- Operations Management
Certification
Driver's License
Personal Information
Willing To Relocate: Anywhere
Timeline
Assistant General Manager
Hilton Garden Inn Camden Waterfront
09.2021 - Current
Assistant General Manager
Hilton Garden Inn Hotel
05.2021 - 09.2021
Assistant General Manager
Residence Inn
03.2018 - 11.2020
Housekeeping Manager
Residence Inn
12.2016 - 02.2018
Assistant Overnight Manager
Advantage Reserve
05.2014 - 10.2016
Assistant Manager
Lids
12.2013 - 05.2014
Housekeeping Supervisor
Aloft Hotels
08.2010 - 09.2013
Assistant Manager
Footlocker
11.2007 - 08.2010
Diploma -
Maple Shade High School
Fine Arts Coursework -
Burlington County College
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