Customer Service Human Resources

BRANDON R. GLADNEY

**** ***** *****, #**** ******, TX 75038

********@****.***

414-***-**** (c) 972-***-**** (h)

PROFESSIONAL QUALIFICATIONS

RECRUITMENT: 4 years recruiting multiple positions using external job

boards and managed candidates through the life cycle using applicant

tracking systems (i.e. Taleo)

PAYROLL ADMINISTRATION: 3 years experience using ADP/HRIS Enterprise and

Kronos software. Experienced filling data entry

SUPERVISORY: Efficiently managed and directed various high volume human

capital departments, showing ability to multi-task; Managed Hilton's OnQ

certification for front office employees.

TRAINING AND DEVELOPMENT: Designed, developed and implemented guest and

employee incentive programs. Instituted and implemented customer/guest

services policies & procedures for retention.

PROFESSIONAL EXPERIENCE

Westin Galleria, Dallas, TX

Human Resources Department Extern

11/2009

. Developed sexual harassment training

. Conducted a full hiring procedure process

. Totaled confidential employee evaluation documents

. Participated in employee exit interview process

. Witnessed internal human resources investigation

. Developed new accounts payable system

. Completed employee retention project; which is used to evaluate hotel

retention rate

. Prepared new hire files using Peoplesoft

. Input benefits enrollment and terminations

Employment Gap

8/2006 - Present

. Pursuing Master of Business Administration -Human Resources

o Overall GPA: 3.49 of 4.00

o 37 hours of 40 completed

. Currently studying for Professional of Human Resources (PHR)

examination

Concord Hospitality

Guest Services Manager - Hilton Garden Inn, Arlington, TX

2/2009 - 6/2009

. Oversaw recruiting efforts for front desk personnel, conducted phone

screens and face to face interviews.

. Evaluated reports, decisions, and results of department in relation to

established goals. Recommended new approaches, policies, and

procedures to effEct continual improvements in efficiency of

department services performed.

. Polled ADP electronic software time clocks and downloaded information

for accuracy

. Established and maintained department confidential documents

. Created the Guest Services department for this new Hilton property

. Oversaw opening Quality Assurance Audit for Hilton Garden Inns

. Supervised all aspects of Guest Services department

. Compiled payroll data such as garnishments, vacation time, insurance

and 401(k) deductions

. Coordinated employee orientations as well as exit interviews for

department employees

. Extensive experience in accounts receivables and accounts payable

Starwood Hotels Worldwide

Ambassador/ Concierge'- The Joule, A luxury collection hotel, Dallas, Texas

8/2008 - 2/2009

. Assisted management staff with guest relation skills while making sure

guest satisfaction is exceptional.

. Trained on Mobil 5 star / AAA 5 diamond customer service

. Instrumental in new training and development initiatives currently

used today

. Provided everyday check in and out functions

Aimbridge Hospitalities

12/2006 - 8/2008

Guest Services Manager - Hilton Garden Inn, Dallas, TX

4/2008 - 8/2008

. Recruited front desk personnel, conducted phone screens and face to

face interviews

. Computed daily payroll totals using ADP Enterprise to ensure accuracy

of labor claims

. Successfully managed, trained and developed staff of seven on

operational procedures as well as customer service

. Coordinated employee orientations as well as exit interviews for

department employees

. Administrator of department confidential documents

. Extensive experience in accounts receivables and accounts payable

. Designed hotel database program to ensure productivity results in

order to improve employee relations; resulting in top 3 SALT score for

Hilton hotels customer service ranking for the Dallas area

Guest Services Supervisor - Doubletree Hotels, Brookfield, WI

12/2006 - 4/2008

Promoted to Guest Service Manager at Hilton Garden Inn in Dallas, TX

. Recruited staff, conducted phone screens and face to face interviews

. Computed daily payroll using ADP Enterprise to accuracy

. Utilized various sourcing methods external such as Monster, LinkedIn,

and networking events.

. In charge of business retention accounts; held a 93% retention rate

for two years.

. Promoted and relocated to Guest Services Manager in Dallas, TX at

Hilton Garden Inn

EDUCATION

Keller Graduate School, Irving, TX

3/2010

. Master of Business Administration -Human Resources

University of Wisconsin Parkside, Kenosha, WI

5/2005

. Bachelor of Science - Sport Management

PROFESSIONAL AFFILIATIONS

Member of Society for Human Resources Management - SHRM

Member of National Black MBA Association - NBMBAA

Member of National Society of Hispanic MBA's - NSHMBA

References available upon request

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