Angel Owen
Meridian,ID
Summary
Highly organized and dependable administrative professional with a proven track record of enhancing team efficiency and driving organizational success. Skilled in coordinating tasks, streamlining workflows, and supporting diverse administrative needs with flexibility and positivity. Proficient in planning, communication, and multitasking, with expertise in MS Office Suite and reporting tools. Known for fostering collaborative environments, ensuring smooth operations, and consistently exceeding team goals.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Reservation Agent
Block 22 LLC
09.2024 - 10.2024
- Assisted customers in modifying existing bookings or making new reservations.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Front Desk Administration
The Grove Hotel - Block 22 LLC
04.2024 - 08.2024
- Coordinated with other departments to ensure seamless execution of group stays and events.
- Managed complex group bookings, including room assignments, special requests and transportation.
- Provided exceptional customer service to clients during the check in/out process, while maintaining high standards of professionalism.
- Maintained accurate records of all group reservations, ensuring prompt communication with clients regarding updates or changes.
- Streamlined the check-in process for a smoother guest experience by effectively communicating with front desk staff.
- Reduced discrepancies in reservations by cross-referencing manifests charges
- Monitored inventory levels of office supplies, replenishing stock as necessary to maintain optimal efficiency at the front desk area.
- Provided support during periods of high occupancy by assisting at the front desk or other key areas as needed.
Front Desk Agent
The Grove Hotel - Block 22 LLC
05.2021 - 05.2024
- Took reservations over phone, in person and via computer for guests and provided confirmation information to provide efficient and accurate check in/out procedures.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process, offered assistance and answered questions to build rapport and retention.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests to promote service and maintain hotel standards.
- Handled reservations and answered questions from interested patrons for busy 250 room hotel.
Night Auditor
Towneplace Suites Twin Falls By Marriott
09.2019 - 02.2020
- Explained details regarding property, including restaurants, pool area, spa, and fitness center to acclimate patrons to resort environment.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered customer data using F.O.S.S.E and Marsha software and updated information whenever patrons changed rooms.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Marsha and fosse with 99% accuracy
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
Librarian Assistant
College of Southern Idaho Library
01.2017 - 07.2019
- Marketed library's many services to visitors and patrons through active communication.
- Organized circulation desk with over 200 textbooks and playaways to be checked out
- Entered new transactions and updated records of library users.
- Assisted patrons with operation of library photocopiers, microfiche and audio/visual equipment.
Education
High School Diploma -
Borah High School
Boise, ID 08.2013 - 05.2016
Associate of Arts - General Business
College of Southern Idaho
Twin Falls, ID 08.2016 - 05.2019
Skills
- Customer service
- Reservation software
- Phone etiquette
- Cash handling
- Problem-solving skills
- Administrative skills
- Microsoft office
- Listening skills
- Word processing
- Time management
- Computer proficiency
- Critical thinking
- Data entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Certification
- Idaho Driver's License
- Borah High School Diploma- 2016
- National Society of Leadership and Success, 2018
- NSLS - National Engaged Leader Award, 2018
- College of Southern Idaho - Associate in General Business- 2019
Accomplishments
The Grove Hotel | Boise, Idaho | April 2024
ROSE Award Finalist– Hospitality Accommodation
• Recognized for delivering exceptional service and demonstrating excellence in guest relations and hospitality.
College of Southern Idaho | Twin Falls, Idaho | 2018
National Society of Leadership and Success (NSLS)
- Member | 2017 – Present
- National Engaged Leader Award (NELA) | Recipient, 2018
Quote
The hardest thing to learn in life is which bridge to cross and which to burn.
David Russell
Timeline
Reservation Agent
Block 22 LLC
09.2024 - 10.2024
Front Desk Administration
The Grove Hotel - Block 22 LLC
04.2024 - 08.2024
Front Desk Agent
The Grove Hotel - Block 22 LLC
05.2021 - 05.2024
Night Auditor
Towneplace Suites Twin Falls By Marriott
09.2019 - 02.2020
Librarian Assistant
College of Southern Idaho Library
01.2017 - 07.2019
Associate of Arts - General Business
College of Southern Idaho
08.2016 - 05.2019
High School Diploma -
Borah High School
08.2013 - 05.2016
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