Todd Gordon
Danbury
Summary
Expertise in community & client relations, with a background in public policy, law, homeland security, human services and risk management.
Experienced with guest satisfaction strategies and operational enhancements in hospitality settings. Utilizes leadership skills to ensure smooth team operations and high-quality guest interactions. Track record of implementing effective conflict resolution tactics and strategic planning to improve overall guest experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
David’s House Inc.
08.2021 - Current
- Oversee day-to-day Guest Program management, ensuring program provisions are acquired. Create policies and procedures, oversee risk management, hospital & community relations, and create program budget, compile data, and create reports.
- Led guest service initiatives to enhance overall visitor satisfaction and engagement.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Implemented feedback systems to gather insights and identify areas for improvement in guest experiences.
- Collaborated with management to strategize enhancements to facilities and services based on guest feedback.
- Oversaw daily operations to ensure high standards of hospitality were consistently met by staff members.
- Mentored team members in delivering exceptional service, fostering a culture of continuous improvement.
- Analyzed guest experience metrics to inform decision-making and optimize service offerings across the organization.
- Prepared procedures and policies, specifically with regard to risk management, privacy, and compliance.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Conducted regular inspections of the facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Implemented a feedback system, leading to continuous improvement of guest services based on client input.
- Managed reservation system updates, ensuring accurate room availability information for guests and staff.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Optimized inventory management processes, resulting in decreased waste levels while maintaining adequate stock levels to meet guests' needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Assisted with the development and distribution of marketing materials for the facility.
Safety Coordinator & Shift Lead
Mountain Valley Treatment Center
03.2018 - 10.2021
- Managed all physical and life-safety tasks, performed staff training, onboarded new staff, supervised residents, and acted as an adjunct to clinical staff. Routine medication administration and shift documentation.
- Developed and implemented safety training programs to enhance employee knowledge and compliance.
- Conducted regular safety audits to identify hazards and recommend corrective actions.
- Collaborated with management to establish safety policies and procedures aligned with regulatory requirements.
- Led incident investigations to determine root causes and prevent future occurrences.
- Managed documentation of safety inspections, incidents, and compliance reports for regulatory submissions.
- Coordinated emergency response drills to ensure preparedness among staff members.
- Mentored new employees on safety protocols and best practices in a treatment facility environment.
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Recognized, documented, and advised on theremoval of hazards.
- Provided ongoing support and resources to supervisors in managing safety performance within their departments, fostering a culture of accountability among leadership.
- Inspected facilities for adherence to fire, hazard, and safety guidelines.
- Conducted investigations into incidents and reported on findings.
- Enhanced workplace safety by conducting thorough risk assessments and implementing corrective actions.
- Created an open line of communication between employees and management regarding safety concerns, fostering a collaborative approach to problem-solving.
- Coached employees, managers, and executives on effective safety policies.
- Implemented hazard communication programs for chemical handling/storage procedures, maintaining MSDS records for easy access by employees during emergencies or routine operations.
- Coordinated with external vendors for equipment maintenance, guaranteeing optimal functionality of all safety systems.
Court Security Officer
New Hampshire Judicial Branch
05.2019 - 08.2021
- General law enforcement and security duties to the courts, quality customer service, general clerical, and investigatory functions. Subject Matter Expert on law enforcement interventions for mental health, trainer in Management of Aggressive Behavior, and verbal de-escalation tactics.
- Monitored courtroom activities to ensure safety and security protocols were consistently followed.
- Conducted thorough screenings of individuals and belongings entering courthouse facilities.
- Assisted law enforcement in managing high-profile cases and maintaining order during proceedings.
- Collaborated with judicial staff to address safety concerns and improve incident response strategies.
- Implemented security measures that enhanced public confidence in courthouse safety practices.
- Developed training materials for the ongoing professional development of court security team members.
- Conducted regular patrols of the courthouse perimeter, identifying potential vulnerabilities and addressing them promptly.
- Increased overall courthouse safety through meticulous monitoring of surveillance systems and prompt reaction to any suspicious activity observed.
- Participated in routine training exercises to maintain peak physical fitness and optimal preparedness for security duties.
- Provided detailed incident reports to supervisors, facilitating improved decision-making regarding ongoing security measures.
- Ensured a safe environment for court officials, staff, and visitors by maintaining constant vigilance and situational awareness.
- Assisted in the transport of high-risk detainees within the courthouse complex, ensuring their safety as well as that of others during these critical movements.
- Provided information and direction to the general public.
- Called court to order and announced judge's entrances.
- Exercised practical judgment in unusual or emergent situations.
- Completed scene arrests for violations of criminal statute on district court property.
Campus Safety Officer
Colby-Sawyer College
04.2017 - 03.2020
- Provided general safety and security services to the college community, acted as a liaison between students and the college, and provided education and enforcement where needed.
- Conducted regular inspections of buildings and facilities to identify potential hazards.
- Monitored campus grounds to ensure safety and security for students, staff, and visitors.
- Documented safety and security incidents using preset guidelines and methods.
- Assisted with fire, hazardous material and active-shooter on-campus drills.
- Enforced ongoing and special event parking regulations and issued parking tickets to violators.
- Participated in ongoing training and professional development programs to maintain updated knowledge of security procedures and technologies.
- Responded swiftly and effectively to alarms or disturbances while maintaining a professional demeanor under pressure.
- Demonstrated strong communication skills when interacting with diverse populations across various situations, from conflict resolution to emergency responses.
- Acted as a liaison between the Campus Safety Office and other departments, fostering strong relationships for better collaboration in maintaining a secure learning environment.
Substitute Teacher
SAU 34
10.2015 - 03.2018
- Adapted instructional strategies to accommodate diverse learning needs and classroom environments.
- Implemented lesson plans to ensure curriculum continuity during teacher absences.
- Managed classroom behavior using effective discipline techniques promoting a positive learning atmosphere.
- Collaborated with educators to provide feedback on student progress and instructional methods.
- Developed rapport with students, enhancing engagement and fostering a supportive educational environment.
- Utilized classroom technology to enhance lesson delivery and student participation effectively.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
Assistant Director of Campus Safety
Daniel Webster College
05.2016 - 06.2017
- Supervised and trained new officers, performed general safety and security duties, compiled annual reports, and liaised with the city government on behalf of the college.
- Led strategic initiatives to enhance academic programs and student services.
- Managed departmental budgets, ensuring optimal allocation of resources for operational efficiency.
- Developed and implemented policies that improved faculty engagement and student retention rates.
- Collaborated with various stakeholders to advance institutional goals and foster community partnerships.
- Mentored staff in professional development, promoting a culture of continuous improvement and excellence.
- Analyzed program performance data to identify areas for enhancement and drive decision-making processes.
- Oversaw compliance with accreditation standards, maintaining high-quality educational offerings.
- Facilitated workshops and training sessions, enhancing skills and knowledge across departments.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality security staff.
- Conducted regular safety drills to ensure preparedness in case of emergency situations at school premises.
- Boosted departmental performance, establishing clear metrics and accountability standards.
- Enhanced public relations, organizing community outreach programs that elevated organization's public profile.
- Implemented comprehensive risk management framework, minimizing potential disruptions to business operations.
- Coordinated with HR to refine recruitment strategies, attracting top talent and reducing turnover.
- Increased operational efficiency, reviewing and optimizing departmental workflows.
- Spearheaded development of new project management system, significantly improving project tracking and delivery timelines.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Patrol Supervisor
Command Security Corporation
12.2015 - 12.2016
- General supervision of the New England region performed safety and security duties, managed scheduling, assigned and verified officer training, interfaced with current contract holders, and sought out new contracts.
- Supervised daily patrol operations, ensuring compliance with security protocols and procedures.
- Coordinated team schedules, optimizing resource allocation and enhancing operational efficiency.
- Conducted thorough site assessments, identifying potential security risks and implementing preventative measures.
- Trained and mentored new security personnel, fostering a culture of teamwork and accountability.
- Developed incident reporting processes to improve documentation accuracy and response times.
- Implemented performance evaluations to enhance team productivity and professional development.
- Collaborated with local law enforcement for effective emergency response coordination during critical incidents.
- Analyzed security trends to inform strategic adjustments in patrol tactics and resource deployment.
- Implemented officer training programs focused on de-escalation techniques, improving conflict resolution success rates during patrols.
- Investigated reports of suspicious activities.
- Reviewed performance metrics regularly to identify areas in need of improvement or additional resources within the team.
- Led a diverse team of patrol officers, fostering collaboration and professional growth.
- Promoted a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Increased officer accountability with thorough documentation and reporting procedures.
- Enhanced team communication with regular briefings, debriefings, and information sharing.
- Investigated incidents and recorded witness statements.
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Monitored crowded public areas and events to mitigate risk and promote safety.
- Coordinated with law enforcement agencies to respond to security incidents and emergencies.
- Effectively led investigations, ensured safety protocols were followed, and handled high-pressure situations.
- Liaised with local, state, and federal regulatory agencies to streamline investigation completion.
- Researched and maintained current knowledge of security trends and technologies to apply best practices and strategies.
- Applied four tenets of procedural justice when interacting with subordinates.
Security Officer
AlliedBarton Security
08.2015 - 12.2015
- Monitored premises to ensure safety and security for personnel and property.
- Conducted regular patrols to detect and prevent unauthorized access or suspicious activity.
- Responded promptly to emergencies, coordinating with law enforcement and emergency services as needed.
- Prepared incident reports detailing observations and actions taken during security breaches or unusual occurrences.
- Trained and mentored junior security staff on protocols and emergency response procedures.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
- Examined doors, windows and gates to verify security.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
Lake Host
NH Lakes Association
05.2015 - 09.2015
- Welcomed and oriented guests, ensuring a positive first impression of the organization.
- Collaborated with team members to resolve guest inquiries and feedback efficiently.
- Inspect boats for invasive species, and document all encounters with the public.
Clerical Assistant
New England College Registrar
09.2014 - 05.2015
- Managed student records and ensured data accuracy within registration database.
- Assisted in processing course registrations and schedules for academic terms.
- Coordinated communication between students, faculty, and administration regarding enrollment processes.
- Streamlined document management procedures to improve retrieval times and efficiency.
- Maintained confidentiality of sensitive college information while handling sensitive documents and communications.
- Prioritized daily tasks effectively to meet deadlines consistently without compromising quality or detail.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Composed sensitive, confidential reports and documentation.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Input data into spreadsheets and databases.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Coordinated and scheduled meetings and appointments.
Education
Doctor of Law and Policy - Doctor of Law, Public Policy, And Government
Helms School of Government, Liberty University
Lynchburg, VA01.2027
Juris Master - Law
Liberty University School of Law
Lynchburg, VA07-2024
Bachelor of Science - Human Services, Counseling Foundations.
Granite State College
Concord05-2022
Associate of Art - Liberal Arts
New England College
Henniker, NH12-2018
Skills
- Guest relations expertise
- Guest services
- Hospitality and service industry background
- Guest complaint resolution
- Hospitality best practices
- Front office operations
- Multitasking
- Computer skills
Accomplishments
- Eagle Scout.
Certification
CPR Certified
Languages
Russian
Limited Working
Timeline
Guest Experience Manager
David’s House Inc.
08.2021 - Current
Court Security Officer
New Hampshire Judicial Branch
05.2019 - 08.2021
Safety Coordinator & Shift Lead
Mountain Valley Treatment Center
03.2018 - 10.2021
Campus Safety Officer
Colby-Sawyer College
04.2017 - 03.2020
Assistant Director of Campus Safety
Daniel Webster College
05.2016 - 06.2017
Patrol Supervisor
Command Security Corporation
12.2015 - 12.2016
Substitute Teacher
SAU 34
10.2015 - 03.2018
Security Officer
AlliedBarton Security
08.2015 - 12.2015
Lake Host
NH Lakes Association
05.2015 - 09.2015
Clerical Assistant
New England College Registrar
09.2014 - 05.2015
Doctor of Law and Policy - Doctor of Law, Public Policy, And Government
Helms School of Government, Liberty University
Juris Master - Law
Liberty University School of Law
Bachelor of Science - Human Services, Counseling Foundations.
Granite State College
Associate of Art - Liberal Arts
New England College