Keiley Straten
Costa Mesa,CA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Catering and Events Coordinator
Balboa Bay Resort
Newport Beach, CA
05.2025 - Current
- Acts as a central communication point across departments. Serving as a liaison between sales, culinary, operations, and the banquets teams.
- Coordinate event logistics, ensuring seamless execution and high guest satisfaction.
- Oversees the contract turnover process, ensuring all event details are accurately communicated and transitioned for execution.
- Develop and maintain detailed BEO's for daily distribution, ensuring logistics, timelines, and service expectations.
- Contribute to the guest experience by preparing buffet and event signage.
- Provide hands on team support, prioritizing tasks and adapting quickly to last minute changes in a fast paced environment.
Reservations Agent
Balboa Bay Resort
Newport Beach, CA
09.2023 - 05.2025
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Trained new staff members in customer service techniques and hotel operations.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
Front Desk Agent
Balboa Bay Resort
Newport Beach, CA
01.2023 - 09.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Guest Service Representative
Balboa Bay Resort
Newport Beach, CA
06.2022 - 01.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, activities, and special event bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
Server
Tustin Brewing Company
Tustin, CA
06.2012 - 03.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Server
The Cheesecake Factory
Mission Viejo, CA
01.2008 - 05.2012
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
Bachelor of Arts - Psychology
California State University, Fullerton
Fullerton, CA05.2016
Skills
- Customer engagement
- Customer service
- Detail-oriented
- Teamwork
- Attention to detail
- Multitasking and organization
- Schedule management
- Point of contact
- Event coordination
- Work Planning and Prioritization
Accomplishments
- Team Member of The Quarter 2023 Balboa Bay Resort
- Team Member of The Year 2024 Balboa Bay Resort
Timeline
Catering and Events Coordinator
Balboa Bay Resort
05.2025 - Current
Reservations Agent
Balboa Bay Resort
09.2023 - 05.2025
Front Desk Agent
Balboa Bay Resort
01.2023 - 09.2023
Guest Service Representative
Balboa Bay Resort
06.2022 - 01.2023
Server
Tustin Brewing Company
06.2012 - 03.2020
Server
The Cheesecake Factory
01.2008 - 05.2012
Bachelor of Arts - Psychology
California State University, Fullerton