Angela Rowland
Tumwater,WA
Summary
Versatile and results-driven professional with extensive experience in hospitality and office management, notably at W Seattle Hotel. Excelled in enhancing guest experiences and streamlining operations, showcasing exceptional communication and multitasking skills. Proven track record in conflict resolution and training, contributing to significant improvements in customer satisfaction and team efficiency. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful hotel setting. Polished Hotel Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Front Desk Concierge
W Seattle Hotel
01.2023 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Processed payments accurately, balancing cash drawer at the end of each shift.
- Maintained up-to-date knowledge of hotel policies, procedures, events, promotions, ensuring accurate information was communicated to guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Upheld hotel policies and procedures by providing high level of customer service.
Housekeeping Supervisor
Extended Stay America
03.2022 - 01.2023
- Completed schedules, shift reports, and other business documentation.
- Balanced hotel accounts and resolved discrepancies.
- Maximized room occupancy rates during peak seasons by identifying available rooms and updating reservation system accordingly.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
Office Manager Reentry
Arms Around You
07.2021 - 03.2022
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained accurate records of probationer activities, facilitating informed decision-making during review hearings and meetings.
- Built relationships with defendants and offenders, assessing living conditions and case background information.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Cultivated and maintained relationships with community members to facilitate outreach activities.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Collaborated with various stakeholders to promote social services.
- Assisted in developing grant proposals to support social service initiatives.
- Conducted thorough assessments of client needs to develop tailored plans aimed at achieving long-term housing stability.
- Assisted clients in navigating complex legal processes related to eviction proceedings while ensuring they understood their options and rights.
- Connected clients to emergency shelters or transitional housing programs when appropriate, providing a safe space during times of crisis.
- Coordinated volunteer efforts for property maintenance and repair projects, improving living conditions for low-income tenants in need of assistance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
Catering and Staffing
Laura. D. Catering
03.2019 - 01.2022
- Met with clients to outline desired goals and prepared quotes for overall catering costs.
- Coordinated with event planners for floor and table layouts, guest numbers, and overall catering needs.
- Handled catering scheduling, ordered food and planned events.
- Proactively addressed any issues or concerns from clients or staff members promptly and professionally resolved them.
- Successfully managed a diverse range of events including weddings, corporate functions, and special occasions, consistently exceeding client expectations.
- Worked with chefs to plan menus according to client needs and budgets.
- Handled payment collection and payroll of 10 employees.
- Hired and trained both permanent and temporary staff members.
- Managed high-quality food preparation and presentation, ensuring consistent client satisfaction.
- Purchased food and cultivated strong vendor relationships.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Coordinated with catering staff to deliver food services for special events and functions.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Reduced process gaps while supervising employees to achieve optimal productivity.
Education
No Degree - Hotel, Motel, And Restaurant Management
Clover Park Technical College
Lakewood, WASkills
- Team player attitude
- Conflict Resolution
- Transportation Coordination
- Exceptional communication
- Strong multitasking
- Concierge services knowledge
- Guest reservation management
- Cash handling experience
- Training and mentoring
- Hospitality services
- Mail and packages
- Time Management
- Oral and written communications
- Front Office Support
- Office Management
- Listening Skills
- POS Systems
- Effective Planning
Employee of the month
Talent award nomination March 2023
Talent award nomination May 2023 winner
Timeline
Front Desk Concierge
W Seattle Hotel
01.2023 - Current
Housekeeping Supervisor
Extended Stay America
03.2022 - 01.2023
Office Manager Reentry
Arms Around You
07.2021 - 03.2022
Catering and Staffing
Laura. D. Catering
03.2019 - 01.2022
No Degree - Hotel, Motel, And Restaurant Management
Clover Park Technical College
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