Shannon Owens
Edmonton,AB
Summary
Creative hospitality and travel industry professional with a wealth of historical knowledge. Possesses excellent customer service, event management, performance and public speaking skills. Passionate about working with visitors and travelers to create entertaining and educational experiences.
Overview
26
26
years of professional experience
Work History
General Manger
Third Space Coffee
07.2021 - Current
- Developed and implemented strategies to increase sales and profitability.
- Gained experience in Not for Profit sector by working closely with Third Space Charity to reach profit goals.
- Managed employee reviews, training, schedules, wages, processed new employee paperwork and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Formulated policies and procedures to streamline operations.
- Maintained payroll information by calculating, collecting, and entering data. Responsible for bi-weekly tip out and cash deposits.
- Expanded and modified cafe's food and beverage offerings to meet customers dietary requirements.
- Nurtured and built relationships with vendors and industry contacts to obtain best pricing and services for café and events.
- Managed all logistics of event planning, event booking, event promotions and event management.
- Interacted well with customers to build connections and nurture relationships.
- Increased customer engagement through social media. Designed and implemented social media posts to align with business goals and community outreach.
Event Specialist
Elite Chef Events
11.2022 - Current
- Managed event logistics and operations for upscale events
- Serving, bartending, food prep assistant, event set-up/tear-down
- Videographer for business owner's social media accounts.
- Events range in size of 2 - 300 people
Assistant General Manager
Baker Creek Mountain Resort
11.2017 - 08.2020
- Promoted from Front Office Supervisor (2017) to Front Office Manager (2018) to Assistant General Manager (2019).
- Motivated, trained, and disciplined employees to maximize performance.
- Managed Front Office budget implementations, employee reviews, and schedules.
- Manager on Duty responsibilities.
- Responsible for onsite IT, power outages and system/server troubleshooting.
- Managed staff housing, move-in/out inspections, and weekly inspections.
- Managed over 100 staff during 3 year period.
- Managed and coordinated all group bookings, events, and special requests.
- Managed café and gift shop operations and inventory.
- Handled cash accurately, prepared deposits and made bank deposits.
- Daily Audit and CR Journal entries.
- Provided exceptional Customer Service, extended and created loyal return guests.
- Worked closely with all department managers to ensure smooth operations of resort.
- Worked with local RCMP and Park Rangers to ensure wild animals, guests and staff safety within Banff National Park guidelines.
- Promoted from Front Office Supervisor to Front Office Manager (2018). Promoted to Assistant General Manager (2019)
Hospitality Supervisor
Fort Edmonton Park
05.2016 - 10.2017
- Developed and executed strategies to improve operational efficiency.
- Stayed up-to-date with industry and park policies and standards to offer compliant hospitality services.
- Managed set-up, tear down and execution of events.
- Responsible for multiple events at one time, both small and large scale, throughout entire park.
- Responsible for operations of all Food & Beverage outlets during park opening hours.
- Handled post event billing, inventory counts, cash outs and prepared deposits.
- Supervised 30+ staff
- Trained and supervised staff to provide highest level of customer service.
- Established and maintained relationships with key customers to promote satisfaction and loyalty.
- Collaborated with various team members to meet guests' requests.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Temporary Positions
Various Temporary Employment Agencies
01.2015 - 03.2016
- Utilized skills and experience to help companies with front desk coverage while employee was sick or on vacation.
- Roles held: Administrative Assistant, Reception, Event Coordinator.
Student Residence Manager
Ard Nua Village
08.2012 - 05.2014
- 2-year Working-Holiday Visa for Ireland.
- Enforced rules and regulations to maintain order and safety in residences.
- Mediated conflict to provide safe and secure environment through policy enforcement.
- Managed and performed all Front Office operations
- Managed all tourist bookings during July and August
- Managed cleaning and maintenance staff, and handled all service requests.
- Managed student residential applications and site tours, scheduled move in/outs and assisted key distribution.
- Conducted move-in/out inventory and weekly cleaning inspections
- Banking duties included - security deposits, rental payments and accounts receivable and payable
- Directly worked with all owners to ensure payments were received in timely fashion.
- Worked with local law enforcement as needed.
Administrative Assistant
Source Security & Investigations
08.2011 - 03.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Assisted with Accounts Receivable collections
- Received and sorted incoming mail and packages to record and distribute to correct recipient.
Performing Artist
ACTRA
10.1997 - Current
- Trained in dance, acting, voice acting and singing.
- Obtaining various roles in stage productions, radio commercials, film and television.
- Professional performer since 1988.
Education
Bachelor of Arts - Anthropology (Archaeology) and Philosophy
Saint Mary's University
Halifax, NS10.2010
Advanced Diploma - Business Administration And Marketing
George Brown College
Toronto, ON05.2005
Diploma - Culinary Management
George Brown College
Toronto, ON05.2002
Skills
- Project Management
- Critical Thinking
- Leadership
- Budgeting and Cost Control
- Food Safety and Sanitation
- Event Specialist
- Customer Relationship Management
- Training and Development
- POS & PMS Knowledge
- Microsoft Office, Google Drive
- Social Media Management
- Voice Artist, Performer, Public Speaking
Timeline
Event Specialist
Elite Chef Events
11.2022 - Current
General Manger
Third Space Coffee
07.2021 - Current
Assistant General Manager
Baker Creek Mountain Resort
11.2017 - 08.2020
Hospitality Supervisor
Fort Edmonton Park
05.2016 - 10.2017
Temporary Positions
Various Temporary Employment Agencies
01.2015 - 03.2016
Student Residence Manager
Ard Nua Village
08.2012 - 05.2014
Administrative Assistant
Source Security & Investigations
08.2011 - 03.2012
Performing Artist
ACTRA
10.1997 - Current
Bachelor of Arts - Anthropology (Archaeology) and Philosophy
Saint Mary's University
Advanced Diploma - Business Administration And Marketing
George Brown College
Diploma - Culinary Management
George Brown College
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