Concierge Agent Resume Sample
Tavares Lockman
8626 Howard Tunnel,
New York,
NY
+1 (555) 775 2194
Work Experience
Agent Experience Concierge / Office Manager
12/2015
-
PRESENT
Philadelphia, PA
- Complete knowledge of all hotel’s facilities and tourist attractions/ activities in the Town of Banff
- Member of Les Clefs d’Or is an asset
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
- Be familiar with all local attractions, hotels, restaurants, etc..
- Confirm guest’s flights and make sure it’s kept in a safe place
- Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
- Learn new software programs as needed
- Multitask, prioritize, and be flexible with changing business needs
Concierge Agent
08/2011
-
11/2015
Los Angeles, CA
- Interact successfully with staff, agents, and guests at all levels
- Provide exceptional customer service by welcoming all patients and their families and by providing information and assistance to ensure that the patients’ needs are addressed in a prompt and professional manner – this is accomplished through daily visits on all new admissions
- Identifies, documents and attempts to resolve on a timely basis, patient complaints received through personal, verbal, and written communications that are related to the hospital’s interest and concern in quality patient care
- Responsible for developing STO’s to utilize in orientation and trainer certifications
- Basic familiarity with computers - required
- Make bookings for Concierge Services as requested by guests
- Advise guests on local area (tourism or business locations, sights or events)
Concierge / Front Desk Agent
11/2004
-
03/2011
Detroit, MI
- Welcome guests and direct them to Reception
- Know regular guest names and requirements
- Accurate knowledge of hotel facilities and services
- Answer guest questions and resolve guest problems
- Promote the Hotel generally
- Know the names, functions and locations of the Management Team
- Ensure that guests receive their messages and faxes promptly
Education
University of Phoenix - Orlando Center
2000 - 2004
Master's Degree in Associates
Professional Skills
- Strong Communication skills (verbal, listening, writing), Innovative, Pro-active and reliable, Outgoing personality and outstanding guest service skills
- Excellent telephone etiquette ,Strong problem-solving skills
- Work with a team that boasts of employee diversity of 36+ nationalities and which is built on mutual respect, collaboration, excellent service
- Previous sales experience
- Concierge agent experience in Dubai 5 hotel/resort luxury brand
- Proven ability to perform under pressure in a fast-paced, team-based environment
- Experience in a 5 star hotel of more than 200 rooms with knowledge of Concierge Operations
How to write Concierge Agent Resume
Concierge Agent role is responsible for events, software, retail, training, database, security, travel, health, transportation, compliance.
To write great resume for concierge agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Concierge Agent Resume
The section contact information is important in your concierge agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Concierge Agent Resume
The section work experience is an essential part of your concierge agent resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous concierge agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular concierge agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Concierge Agent resume experience can include:
- Proactively work to seek out ways in which to improve the hotel experience for our guests
- Two years of related experience in the hotel industry
- Excellent verbal and written English, Cantonese and Mandarin
- Two years’ previous experience as a concierge in a luxury hotel or resort
- Provide excellent customer service and maintain a professional demeanour
- Similar experience, Traffic Management, local knowledge
Education on a Concierge Agent Resume
Make sure to make education a priority on your concierge agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your concierge agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Concierge Agent Resume
When listing skills on your concierge agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical concierge agent skills:
- Handling of special requests i.e. flowers, telegrams, rental cars, forwarding luggage, private cars etc
- Responding to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices
- Outstanding Benefits - we offer a comprehensive health plan, 401(k) with company contributions, tuition reimbursement and travel discounts
- Providing accurate information to guests in a courteous manner; fill all reasonable guests requests or requirements; anticipates guests needs
- Occasional kneeling, pushing, pulling, lifting up to 75lbs
- Serve as a liaison for guests by providing information relating to all aspects of the hotel
List of Typical Experience For a Concierge Agent Resume
1
Experience For Concierge Services Agent Resume
- In depth knowledge of service notes, brand standards and hotel property for all queries
- Takes high care of any guests property that is been handled by the concierge associates
- Maintains accuracy of break timings and serve themselves as a role model for others
- Reports any accidents immediately to the management
- Be confidential and respect the privacy of our Guests
- Is informed about all transportation request of the day
- Ensures availability of stationaries and there usage regularity for all guest interactions
2
Experience For Agent Experience Concierge / Office Manager Resume
- Keeps informed Concierge Desk / Duty Manager for any incident
- Have Knowledge about city and local attraction to answer any guest query
- Builds relationship with guests to delight and gain loyalty
- Passionate towards hospitality and concierge business
- Information system knowledge
- Higher Secondary Education
- Concierge Service Manager
- Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing. Anticipate VIP arrivals, familiarize with guests preferences and utilize the guest history program to ensure maximum accuracy and recognition and be a point of contact all along their stay. Coordinate with multiple departments to ensure their requests are fulfilled
List of Typical Skills For a Concierge Agent Resume
1
Skills For Concierge Services Agent Resume
- Deliver a warm and seamless arrival and departure experience, inclusive of check in and check out, cashier, etc.
- Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known
- Maintain good relationship with Airport Concierge
- Maintain good relationship with retailers and other service providers within the vicinity and ensure that information on their promotions are up to date
- Attending events briefing with Valet, concierge and leadership
- Learning and sharing knowledge of the city
2
Skills For Agent Experience Concierge / Office Manager Resume
- Ensures smooth, warm and efficient, receiving, assistance and facilitation of transfers of arriving guest
- Keeps knowledge of all guest requests waiting and resolved by agents and converses and escalate with guest for an exempted waiting time
- PMS knowledge, Guestware, Microsoft office and other operating systems
- Is familiar with and adhere to all policies and procedures as pertaining to position, and policies specified in the Morgan’s Hotel Group employee handbook
- Ensure proper filing procedures for overall concierge section under the PCI compliance program
- Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations and Concierge operations
- Participate in the training and development of Concierge Associates
- Note any outstanding issues in concierge department and ensure proper and timely resolution
- Develop knowledge and database by inputting OPERA system about frequent guest profiles and their special requests and needs
3
Skills For Concierge / Front Desk Agent Resume
- Guaranteed Leads, No Prospecting or Cold Calls Required
- Hotel knowledge, Ability to work collaboratively with hotel service team in providing exceptional customer service
- Build professional relationship/emotional connection to guests during their stay
- Assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours)
- Manage incoming guest mail, messages, facsimiles and special deliveries
- Manage outgoing guest mail, courier services and parcel postage as requested by guests
4
Skills For Seasonal Concierge Agent Resume
- Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
- Conducts all of the above in accordance with the hotel’s policy, while adhering to Raffles Behavioural Standards
- Conduct familiarization tour for new joiners and there training matrix follow ups
- Maintains brand ethics at concierge by being well groomed at all times
- Takes initiative through empowerment, ensures guests satisfaction and conducts briefing as and when requested
- Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures
- Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift
- Maintains an up to date knowledge of the hotel services and communicates this to subordinates so they can supply information and respond to guest queries
- Maintains close relationship with local resources, companies and other agencies to promote hotel facilities and offer local area information to hotel guests
5
Skills For Concierge, Guest Service Agent Resume
- Follows L.A.K.E program, suggest for recommendations and ensure that all front office associates are updated with the local as well as national events
- Supervises the activity of the Concierge department, ensuring that the guest luggage is carried from arrival point to room and from room to departure point on checkout
- Handles all messages, mail and packages for guests and hotel associates ensuring they are delivered at the appropriate time and stored if necessary in a systematic and efficient way
- Suggestively sells the hotel promotions, outlets and facilities at all times
- Handles and oversees all financial transactions within concierge department to ensure appropriate month end closur
6
Skills For Front Desk Agent / Concierge Resume
- Be familiar with and promote Marriott Rewards Program
- Have a thorough knowledge of OPERA
- Be able to identify and resolve Guests problems and complaints
- Actively participate in the Quality improvement process and encourages other associates to contribute
- Have a thorough knowledge of Lapita Hotels’ product and services
- Report any unusual occurrences to the Front Office Manager or Duty Manager
- Knowledge of Dubai and the UAE
7
Skills For Client Concierge Agent Resume
- Language Skills: Fluency in English, both written and verbal. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public; ability to communicate clearly with guest and effectively follow-up on each request
- Input and access information on the property management system/computers
- Knowledge of local attractions, services and suppliers/vendors
- Assist with guest luggage when required
- Be aware of daily functions, events, VIP and group arrivals
- Comply with all department policies, procedures, and service standards
- Follow and proactively promote all health and safety policies and initiatives
- To arrange bookings, reconfirmation of airline tickets etc
8
Skills For In-house Marketing Agent / Sales Concierge Resume
- Ensure the delivery of parcels, mail, special deliveries, etc. to the guest rooms
- Interact with other departments to ensure that guest’s needs are satisfied
- Knowing what activities are available in the city, ie. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc
- To maintain open line of communication and co-ordination with related departments to ensure customers’ requests and complaints are handled effectively and efficiently
- Actively sell and promote the resort’s facilities first, then only suggest other hotels if we cannot meet guest request
- Identify and anticipate owners’ needs and ensure personalized service is provided
- Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
- Maintain adequate supplies of forms and brochures and ensure they are presented in line with the hotel’s operating standards
- Consult Log Book for information/requests left by outgoing shift
9
Skills For Concierge Agent Resume
- Manage all transportation requests
- Receive telephone calls and take messages for guests who are out
- Reviews arrival list and checks with room reservations for additional and cancelled reservations and any changes in arrival information
- Awareness of the services and competitive rates of the other hotels
- Ensures the availability or status of hotel limousines or back-up cars for scheduled and walk-in transfer requests
10
Skills For Concierge Services Agent Resume
- Inform transportation of all guests’ arrivals
- 15/5 rule is followed by own self and all associates for all guests interactions
- Check concierge area for cleanliness, loiters, clean desk, stationary, transportation revenue and other as required by operation
- Brief associates for the shift and planned break times for the day based on operations
- Interacts with guest, understands requirements and assist accordingly
- Personally takes initiative to involve issues relevant to concierge operations
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