Matthew S. Bowens
Phoenix
Summary
Recent Hospitality Management graduate with a strong foundation in guest relations, hotel operations, and service excellence. Highly motivated and detail-oriented, with hands-on experience in front desk and housekeeping operations and ensuring exceptional customer satisfaction. Skilled in collaborating with diverse teams, problem-solving, and maintaining high standards of hospitality. Seeking to bring passion for outstanding service and a commitment to JW Marriott Hotels and Resorts brand of excellence in a dynamic hospitality leadership role.
Overview
4
4
years of professional experience
Work History
Assistant Room Operations Manager
The Westin Phoenix Downtown
04.2024 - Current
- Overseeing front desk operations, including check-ins, check-outs, and guest inquiries.
- Ensuring prompt, friendly, and efficient service that aligns with Marriott’s standards.
- Resolving guest issues and complaints professionally and in a timely manner.
- Supervising and mentoring front desk and service express associates, providing training and performance feedback.
- Scheduling staff and ensuring proper coverage for shifts.
- Motivating the team to meet service excellence goals and guest satisfaction targets.
- Managing room assignments and coordinating with housekeeping for room readiness.
- Ensuring accurate billing and payment processes.
- Supporting the revenue management team in strategic initiatives and guest service improvements.
Rooms Controller/Guest Experience Expert
The Westin Kierland Villas
08.2022 - Current
- Managing reservations, check-in, and check-out procedures within the Opera PMS system
- Managing and Improving Guest Satisfaction Scores
- Completing night audit duties and operations
- Front Desk Certified Trainer
- Moving forward program
- Rooms Controller Cross Trained and Work 2-4 days a week
- Assigned Guest Rooms according to requests and room preferences
- Cross Trained in Night Audit
Guest Services Shift Leader
Topgolf Centennial
07.2021 - 07.2022
- Customer Service
- Cleaning and Bussing Bays
- Escorting Guests and giving bay tours
- Front Desk Sales and Check-In
Vista Montagne/Mountain Pass Sports Bar Host/ Hostess, Glacier Point Attendant, Front Desk
Gaylord Rockies Resort and Convention Center
12.2020 - 01.2022
- Glacier Point Attendant
- Customer service
- Escorting Guest to their tables
- Making sure the restaurant is clean before guests arrive
- Front Desk Check-In
Education
Bachelor of Science (B.S.) - Hospitality Management
Grand Canyon University
Phoenix, AZ12.2024
High School -
Cherokee Trail High School
Aurora, CO05.2021
High School -
Cherry Creek Innovation Campus
Centennial, CO05.2021
Skills
- A Detail-oriented worker with a drive to succeed
- Excellent attendance and promptness to the workplace
- Quick learner and adaptable to diverse work settings
- Effective working on a team or independently
- Excellent communication skills using a professional tone and attitude
- Demonstrated leadership abilities by training new employees
- Committed to the improvement of the workplace
- Microsoft Office
- Project coordination
- Strategic planning
Accomplishments
- Trailblazer of the month - Quarter 1 2023
- Leader of the Quarter Nominee - Quarter 3 2024
- Leader of the Quarter Nominee - Quarter 4 2024
- The Rising Star Award Nominee - 2024
Timeline
Assistant Room Operations Manager
The Westin Phoenix Downtown
04.2024 - Current
Rooms Controller/Guest Experience Expert
The Westin Kierland Villas
08.2022 - Current
Guest Services Shift Leader
Topgolf Centennial
07.2021 - 07.2022
Vista Montagne/Mountain Pass Sports Bar Host/ Hostess, Glacier Point Attendant, Front Desk
Gaylord Rockies Resort and Convention Center
12.2020 - 01.2022
High School -
Cherokee Trail High School
High School -
Cherry Creek Innovation Campus
Bachelor of Science (B.S.) - Hospitality Management
Grand Canyon University
Similar Profiles
Aba KasimatiAba Kasimati
Senior Housekeeping Manager/Rooms Operations at Renaissance Phoenix DowntownSenior Housekeeping Manager/Rooms Operations at Renaissance Phoenix Downtown
Hallbjörg K. DeanHallbjörg K. Dean
Assistant Events & Operations Planning Manager at The Westin Dallas DowntownAssistant Events & Operations Planning Manager at The Westin Dallas Downtown
Katarzyna PachKatarzyna Pach
Hospitality Intern at White Lodging Services- Westin Austin DowntownHospitality Intern at White Lodging Services- Westin Austin Downtown