Front Desk Agent Resume Sample
Andy Kertzmann
28249 Gustave Avenue,
Houston,
TX
+1 (555) 283 6981
Work Experience
Lead Hotel Front Desk Agent
01/2018
-
PRESENT
Houston, TX
- Operate LMS, take same day reservations and know how to enter a reservation in LMS
- Handle guest’s incoming calls within three rings with enthusiasm and great attention to detail. Use proper and professional telephone etiquette and report guest problems by using the AYS system
- Excellent written skills and phone manner
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in The Employee Handbook
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate
- Verify and electronically capture credit cards for authorization. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Post charges to guest rooms and house accounts using the computer
- Be able to understand the room rate verification report, and housekeeping report
Front Desk Agent
01/2015
-
10/2017
Chicago, IL
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
- Handle cash, traveler’s checks and credit cards in a safe and accurate manner
- Reports to Front Desk Manager
- Position requires a strong customer service focus, strong communication skillsand a positive attitude
- Manage the allocation and cleanliness of lockers
- Maintain detailed files and records. Use GO CONCIERGE for concierge tracking
- Micros, Microsoft Excel, and Word knowledge are assets
Overnight Front Desk Agent
07/2010
-
09/2014
Boston, MA
- Physically able to complete all aspects of the position without restriction
- Fluency in a second language as it relates to the hospitality industry is an asset
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but its also a lot of fun!
- Valid (state) driver’s license
- Some hotel experience required
- OPERA experience desired
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (10%)
Education
Indiana Wesleyan University - Kokomo Campus
2005 - 2009
School's Degree in Computer
Professional Skills
- Dedicated, a strong communicator with attention to detail, excellent planning and organization skills
- Greet guests using excellent customer service skills and assist with the check in/check out process or any other needs they might have
- Excellent customer service and problem solving skills are required
- Strong verbal and writing skills - required
- Excellent communication skills for both guest and colleagues interactions
- Multitask and strong verbal communication skills are required
- Listening skills to ensure accurate understanding of guest wishes
How to write Front Desk Agent Resume
Front Desk Agent role is responsible for computer, english, basic, education, customer, organizational, etiquette, interpersonal, training, conflict.
To write great resume for front desk agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Front Desk Agent Resume
The section contact information is important in your front desk 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 Front Desk Agent Resume
The section work experience is an essential part of your front desk 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 front desk 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 front desk agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Front Desk Agent resume experience can include:
- Strong and effective communication and problem solving skills / conflict management
- Excellent personal presentation and interpersonal skills,
- Good communication skills and follow through
- Effective communication skills with the ability to communicate with both guests and co-workers
- Professional appearance and excellent written and verbal skills
- Demonstrate superior guest service skills
Education on a Front Desk Agent Resume
Make sure to make education a priority on your front desk agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your front desk 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 Front Desk Agent Resume
When listing skills on your front desk 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 front desk agent skills:
- Have good computer skills and brand POS experience
- Neat appearance and good social manners; excellent verbal communication skills
- Good German & English language skills
- Good communication skill and Excellent
- Excellent oral and communication skills. Computer literate
- At least one year of prior guest service / guest contact experience required, preferably hotel front office experience and preferably in an upscale environment
List of Typical Experience For a Front Desk Agent Resume
1
Experience For Franchised Front Desk Agent Resume
- Possesses good bilingual (French & English) communication skills (verbal and written)
- Experience. Previous experience passionately providing service to others and assisting them with cash transactions
- A good problem solver who is confident, energetic and demonstrates leadership abilities when dealing with challenging situations
- Very detail orientated and high level multi-tasking skills
- Computer skills: Excel, E-mail
- Promptly and effectively deal with guest requests and complaints; inform management of same
2
Experience For Overnight Front Desk Agent Resume
- Technical Skills:Ability to input and access information in the property management system/computers
- Fluent at English Conversation and Listening skills
- Customer Focus, including experience in anticipating guest needs and responding pleasantly and professionally in a variety of settings and situations
- Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues to make each experience unique
- Experience in maintaining security of confidential information, including guest registration and credit card information
- Experience working with a computer, including data entry
- Hospitality or retail experience, great with people, easy going
- Experience of at least 6 months in hotel ; travel industry setting ; or heavy customer service environment
- Experience in accurate cash handling and credit cards
3
Experience For Night Front Desk Agent Resume
- Good problem solving ability and proficiency in Opera and MS Office systems,
- Work with all guests to resolve issues in a quick and efficient manner with a strong focus on customer service and maintaining a calm demeanor
- 6 months previous experience at a hotel/hospital front desk
- Operate Agilisys software, take same day reservations and know how to enter a reservation into Agilisys
- Previous customer service experience required, within a hotel setting considered an asset
- Previous Hotel Front Office experience an asset
- Offer improvement ideas and acknowledge good performance of others
- At least one year experience as a Front Desk Agent
- Previous cashiering and customer service experience
4
Experience For Lead Hotel Front Desk Agent Resume
- Demonstrate energetic positive attitude and collecting guest feedback/comment cards
- Demonstrate “Be the difference” attitude with guest and employees
- Previous Property Manager experience an asset
- Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner. Stand to greet guests
- Customer service experience - required
- Related hotel experience and preferable in Front Office
- Valid Driver’s License -required
- Contact guests prior to arrival and inform them of check in location
5
Experience For Senior Front Desk Agent Resume
- Customer service experience -- required
- Previous experience in a service industry, preferably in the hospitality industry
- Previous Front Desk / front line Guest Service experience in a fast paced Hotel operation
- Experience in the same position at
- Checking guest out of the hotel by going over their charges and collecting the payment, room key and balancing/closing out room folio
- Monitoring, selling and posting items from the Sundries shop. Enthusiastically collecting guest feedback/comment cards
- Tracking all packages incoming and outgoing
- Checking guests out, handling credit cards, ledger payments, cheque and cash according to laid down procedures
6
Experience For Bellperson / Front Desk Agent Resume
- Answering all incoming telephone calls, returning all voicemails
- Answering in-coming and internal hotel calls, forwarding guests to the proper areas
- Logging, tracking and completing guest wake-up calls
- Scheduling and following up on Maintenance requests: sometimes assisting with smaller requests
- Scheduling Housekeeping, phone calls, computer projects
- Greeting guest verifying that all information on survey is correct
- Welcoming guests, and greeting them with a sense of arrival to the Inn on Woodlake
- Logging all guest and associate requests into the hotel computerized tracking system
- Delivering packages and performing multiple errands and tasks
7
Experience For Lead Front Desk Agent Resume
- Answering phone calls and all Villas questions
- Including all food menus, wine lists, and beverage menus
- Working Environment/Physical Demands
- Taking messages for management and guests efficiently
- Rerunning tour reception report to make sure all information that was entered into system is accurate
8
Experience For Front Desk Agent Overnight Resume
- Ensuring nightly transmission of credit cards through IPU and Epitome.
- Solving member issues within authority level
- Understanding and use of Word, Excel, Outlook required
- Working Knowledge in Fidelio Opera
- Greeting guests with a positive, warm acknowledgment
- Checking guests in and out (LMS property management system)
- Delivering packages, rollaway beds, cribs, amenities, etc ... to guests,
- Inspecting homecare residences
- Ensuring that all proper credit and pertinent information is obtained
9
Experience For Front Desk Agent / Guest Service Agent Resume
- Delivering packages, rollaway beds, cribs, amenities, etc. ... to guests,
- Posting guest and master account charges into computer
- Arranging luggage to be delivered to guest room
- Performing cashier related functions like posting charges to guest accounts, raising paid out’s, currency exchange,
- Daily Front Office Operations...ie. faxing, scanning, billing, arranging services
- Concierge service: concierge calls, building itinerary, making bookings, confirming with guest
- Responsible for recording and making all wakeup calls properly, as well as courtesy/welcome calls to newly arriving guests
- Responsible for recording and making all wake-up calls properly, as well as courtesy/welcome calls to newly arriving guests
10
Experience For Night Auditor / Front Desk Agent Resume
- Ensure adequate communication the following morning to all necessary departments by communicating through “Pass On” emails
- Responsible for verifying reservation information, registering guests, and securing payment for hotel guests upon arrival
- Responsible for orientating guests to hotel, providing general information, and responding to guest inquiries as requested
- Check guests in at front desk, confirming and entering appropriate information by asking for an ID card and credit card
- Promotes a safe working environment, playing an active role in reducing hazards and accidents
- Enters data into a computer, including some minor accounting functions
- To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members
List of Typical Skills For a Front Desk Agent Resume
1
Skills For Franchised Front Desk Agent Resume
- Superior organizational skills in order to plan effectively and handle multiple functions at one time
- Maintains presence at desk during all hours of operation and communicates effectively with individuals inside and outside the facility
- Get a daily briefing about extraordinary events to effectively deal with all foreseen situations
- Effectively present information in one-on-one and small group situations to customers, clients, and other team members of the organization
- Microsoft Office, Xcel, Word and other Basic Office Skills - required
2
Skills For Overnight Front Desk Agent Resume
- Check In/Check Out guests efficiently and effectively
- Delivering excellent customer service and exceeding Resort and Marriott Brand Standards
- Standing adequate to the required position and excellent presence
- Operate property management software to complete all tasks, including taking same-day reservations
- Quotes daily rates properly and issues credits in accordance with Company philosophy, using good judgment
- By the way they present themselves both on the telephone and in person they play an important role in creating an excellent image of the Hotel
- Operates front office posting software
3
Skills For Night Front Desk Agent Resume
- Previous experience in Marriott hotel facilities
- Good knowledge of Opera and Marsha hotel management
- Experience in Front Desk
- Previous customer service experience is required
- Min. 1 year of hotel experience
- Security clearance is required prior to offer of employment
- Previous experience as Front Desk Agent
- : 1-2 yrs customer service experience
- Fully comprehends and operates all relevant aspects of all Front Office computer systems
4
Skills For Lead Hotel Front Desk Agent Resume
- Establishes and maintains good communication and teamwork with fellow employees and other departments within the hotel
- Build strong relationships with peers and coworkers to facilitate communication and efficient operation of the hotel
- Drive product quality and operate as the ""best in class"" in their role
- Successful completion of pre-employment background check required prior to employment
- Demonstrates Brandheartedness by putting the brand at the center of all activities
- Demonstrates proper use of fitness equipment as requested
- Operates the retail sundry sales area and keeps shelves stock and organized
- Strong knowledge of SMS Host
- Experience with Word, Excel, & Windows
5
Skills For Senior Front Desk Agent Resume
- Possess a Valid U.S. Driver’s License - required
- Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards
- Previous Front Office/Guest Service experience an asset
- Serve as brand ambassadors and provide amazing guest experiences
- Previous hotel front desk agent & / or reservationist experience in a similar setting is required
- Previous Epitome PMS & cashiering experience is required
- Promotes and maintain good public relations while endeavoring to maximize on occupancy and average room rate
6
Skills For Bellperson / Front Desk Agent Resume
- Log off the system after a message sent to all users prior to night audit run
- Performs system back up prior to release of the computer for next days transactions
- Work in a busy atmosphere, meet deadlines, and maintain excellent customer service
- Previous Hotel Front Office, Hotel Concierge, Hotel Guest Services or Hotel Reservations experience required
- 1 – 3 years of Hotel front desk experience required
- Issuing keys, explaining method of payment, upselling, maintaining balanced bank & handling guest inquiries and requests
7
Skills For Lead Front Desk Agent Resume
- Assisting with transferring calls, accessing voicemails and messages, giving directions
- Understanding the Hotels fire and safety procedure and undergoing regular training in these areas
- Answering all incoming telephone calls,returning all voicemails
- Coordinating housekeeping & engineering / maintenance
- Registering guests into the computer system, and providing them with hotel information
- Providing accurate information regarding hotel facilities and functions
8
Skills For Front Desk Agent Overnight Resume
- Recording and conducting guest wakeup calls
- Informing other shifts of activities from the previous evening
- Logging and acting upon guest requests and preferences to drive guest satisfaction
- Ascending and descending ladders, stairs and ramps
- Providing a warm welcome to guests entering the Cabin Office
- Generating work orders for engineering (via HotSOS system)
- Hearing is critical to assisting guests and employees
- Outgoing personality dedicated to delivering high levels of service and quality to all guests
9
Skills For Front Desk Agent / Guest Service Agent Resume
- Welcoming and registering resort guests
- Being knowledgeable of information on the hotel and surrounding area
- Entering requests in Synergy system; following up on maintenance requests to ensure completion
- Assisting in the Today Sheet for the Food and Beverage Department and Communicating to all Departments
- Updating and checking website on a daily basis for accuracy of information
- Applying the correct method of payment for guest charges
- Maintaining money on both cash drawer
- Informing other hotel departments of special requests
- Paging hotel personnel as requested
10
Skills For Night Auditor / Front Desk Agent Resume
- Looking for someone with overnight availability
- Looking for someone with open and flexible availability to work AM and PM shifts
- Bartending techniques and basic food preparation
- Conducting efficient check in, check out and room account settlements
- Developing a thorough knowledge of the hotel property, services and hours of operation
List of Typical Responsibilities For a Front Desk Agent Resume
1
Responsibilities For Franchised Front Desk Agent Resume
- Provide superior service to our customers (internal and external) at all times. Follow The Resort’s etiquette guidelines as mandated on the employee staff guide
- Work effectively and efficiently in a fast-paced setting
- Prior Front Desk/Hospitality experience - required
- Resolve customer complaints and problems calmly and effectively
- Perform tasks such as answering phones, maintain a cash drawer, operate office equipment
- Work in cooperation with other departments to ensure a positive guest experience
2
Responsibilities For Overnight Front Desk Agent Resume
- Proactively prepare all special guests' requests prior to guest arrival in close collaboration with other services and staff
- Experience with using hotel PMS Opera
- Opera experience required
- Works well with other hotel and resort staff to optimize guest experience
- Demonstrates familiarity with basic Microsoft computer programs
3
Responsibilities For Night Front Desk Agent Resume
- Possesses excellent phone etiquette
- Talking and listening continuously in the process of communicating with guests, supervisors and subordinates
- Assisting guest with any of their meeting room needs
- Assisting Guests with non-meeting related travel needs
- Assisting guests efficiently, courteously and professionally at all times
- Filing of Front Office paperwork on a regular basis
- Settle account balances of departing guests by accepting payment and handling cash drawer. Investigates and resolves general billing discrepancies
- Register arriving guests by completing appropriate paperwork and obtaining proper payment information
- Acknowledge (verbally and by name when possible) and register guests, including verifying accommodations on the computer, obtaining vouchers when
4
Responsibilities For Lead Hotel Front Desk Agent Resume
- Maintain record of incoming and outgoing long distance and tie line calls, noting duration and time of calls
- Provide highest level of service by anticipating, listening attentively, and responding promptly to guests’ needs
- Complete guest registration and checkout process using a computer system while adhering to Crescent operating procedures
- To report on duty on time, for the AM briefing and for PM briefing at the butler’s office
- Communicate with the incoming shift employees by logging pertinent information in the Log Book
- Assist with answering phones, taking reservations, guest’s requests and inquiries
5
Responsibilities For Senior Front Desk Agent Resume
- Deliver requested items to guests, as needed, including incoming faxes, mail etc
- Pre-block rooms for incoming guests, especially those with special requests or VIP considerations, while following appropriate brand frequent stay programs
- Respond quickly to incoming calls, lobby visitors and team members needing front desk assistance
- Set up the department for the following day by following checklist items
- Porterage service for arriving/departing tour groups
- Collect payment and make change for hotel guests following proper cash-handling procedures as required
- Communicate with Sales, Engineering, and Housekeeping department as needed
- Acknowledge a guest immediately with a smile and a friendly greeting using the 5/15 rule
6
Responsibilities For Bellperson / Front Desk Agent Resume
- Controls daily departures allowing for smooth check-out for all departures according to hotel and InterContinental standards and procedures
- Assist in menu creation, typing, and editing
- Registers guests and processes necessary paperwork, obtaining credit card and posting of cash payments
- Prepares keys for incoming tours from list provided by Front Office Manager. Prepares folios for departing tours and tour directors
- Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs
- Assist with guest bills, billing enquiries and understand how to solve basic guest billing discrepancies
- Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work
7
Responsibilities For Lead Front Desk Agent Resume
- Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out’s, Foreign currency exchange etc
- Maintains $1500 cash bank ensuring accurate processing of cashier transactions and daily deposits
- Is capable of multitasking on an ongoing basis
- Assist with homeowner billing
- Stand for long periods of time in excess of 2 hours without sitting - required
- Able to stand for long periods of time of excess of 4-6 hours without sitting - required
8
Responsibilities For Front Desk Agent Overnight Resume
- Stand for long periods of time for up to 8 hours without sitting - required
- Transmits and receives messages using equipment such as a telephone, fax and switchboard,
- Follows strict credit and billing policies and procedures
- Communicate with all departments regarding in house VIP’s and any special needs
- Adhere to proper grooming and dress codes for the department
- Adheres to Health & Safety policy and ensuring safe work practices are followed at all times.
9
Responsibilities For Front Desk Agent / Guest Service Agent Resume
- Balance posting at the end of the shift
- Available for weekends and holidays, as well as morning, and evenings
- Respond to guest inquiries concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel
- Communicate with the housekeeping department about room status/availability
- Maintain daily logs (including communication)
- Post guest charges, collect payments and follow all cash handling procedures as required by Concord
10
Responsibilities For Night Auditor / Front Desk Agent Resume
- To handle and log all incoming calls/inquiries related to general Front Office operations
- Answers inquiries pertaining to hotel services; registration of guests
- Receive guests' requests; log requests in CSD and distribute to housekeeping and engineer. Follow up with guest when request is completed and document in CSD
- Uses proper mail, package, and message handling procedures. Courier Mail Register
- Ensure guest and hotel safety by knowing all safety, security and emergency procedures
- Full availability including nights, weekends, and holidays
- To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Golf)
- Clearly communicate in English with guests and co-workers in person, via telephone, and in writing is required
Related to Front Desk Agent Resume Samples
Desk Agent Resume Sample
Work Experience
• Career Gap Analysis
• Handle cash, traveler’s checks and credit cards in a safe and accurate manner
• Reports to Boat Tours Manager
• Hold pre-shift meetings to ensure that the Boat Tours team are aware of the day’s reservations, visiting VIPs, safety o...
Professional Skills
• Software, hardware, networking troubleshoo...
• Experience of basic troubleshooting
• Experience of basic troubleshooting of Mic...
Front Desk Night Auditor Resume Sample
Work Experience
• Empowered to make decisions that directly effect the guest’s experience in a positive fashion
• Reports to Front Office Manager; Front Office Supervisor
• Empowered to make decisions that directly affect the guest’s experience in a positive fashion
• Fo...
Professional Skills
• A driver’s license is necessary
Hotel Front Desk Agent Resume Sample
Work Experience
• Medical, dental, and vision benefits
• PTO & Paid Holiday benefits
• Employee and Friends & Family hotel discounts
• Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
&nbs...
Professional Skills
• Valid California Non-commercial Class driv...
• Valid California Non-commercial Class driv...
• Provide a strong sense of arrival and welc...
WEB Consultant Resume Sample
Work Experience
• Problem Management - Root cause analysis
• Determining prevention items (fixes, how to prevent further occurrence of an issue)
• Works with Information Technology architects to insure legacy applications integration
• Participates in evaluations of new ...
Professional Skills
• Strong change management skills with a Cle...
• Excellent influencing, negotiating, projec...
• Strong consulting skills making digital re...
Oracle Manager Resume Sample
Work Experience
• Assist Oracle Marketing Cloud sales enablement team on operationalizing messaging across the Marketing Cloud’s global sales unit
• Supervise development team members through hiring, performance appraisals, pay rate reviews, delegating, promoting, coaching, counseling and terminating as needed
...
Professional Skills
• Experience and Strong Implementation skill...
• Experience with other Oracle Middleware te...
• Excellent leadership, written communicatio...
Consultant Solution Resume Sample
Work Experience
• Extensive experienced in reviewing and debugging code in the following software languages: HTML,JavaScript, SQL, XML
• Experience working closely with external clients throughout the full implementation of the project
• Staying up to date on Workforce Ready releases and futur...
Professional Skills
• Understanding of the technology industry a...
• Understanding of the technology industry a...
• Understanding of industry issues & ability...