Front Office Agent Resume Sample
Ashtyn Kautzer
77205 Marquise Fort,
San Francisco,
CA
+1 (555) 526 9650
Work Experience
Front Office Agent
11/2015
-
PRESENT
Dallas, TX
- Integrity - We do the right thing, all the time
- Now - We operate with a sense of urgency and discipline
- 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
- Standing/walking: Constantly. Walking approximately 3 miles on tile, cement and carpeted surfaces
- Crouching: Constantly. If cleaning guest rooms, lifting supplies and cleaning windows, Kitchen, Front Office, throughout the hotel
- Kneeling/crawling: Constantly. Completing my job throughout the hotel, if cleaning guest rooms, under beds, while cleaning bathrooms, if getting supplies, working in the kitchen, around the front office
Franchised Front Office Agent
12/2010
-
09/2015
Boston, MA
- Stooping: Constantly. Throughout the hotel in all aspects of keeping the hotel clean and up to standards - if cleaning guest rooms, kitchen, open spaces, lifting supplies and cleaning windows
- Twisting: Constantly. Throughout the hotel
- Reaching (overhead/extension): Occasionally. When cleaning high places reaching for supplies needed to perform my job
- Handling / Grasping: Constantly. Handling cleaning supplies and equipment and documents
- Fingering/ feeling: Constantly
- Pushing/Pulling: Average weight 60 lbs frequently, Maximum weight 100 lbs frequently
- Lifting/carrying: Average weight 10 lbs occasionally, Maximum weight 20 lbs occasionally
- Ability influence others and follow processes
- Some experience supporting key business initiatives
Front Office Agent / Guest Service
06/2004
-
11/2010
San Francisco, CA
- Knowledge of best practices and relevant practices, systems in a Customer Service Unit
- Greets arriving guests with a Miraval welcome drink
- Check guests into PMS system and obtains credit for the stay
- Maintains guest's folios and checks guests out of PMS system
- Inform guests with a deep understanding of all Spa offerings, Programming Experiences and be able to add, change and cancel appointments within the PMS system
- Send apology and service recovery when issues do arise and be and advocate for the guest
- Take advance amenity orders, collect fees and disseminate to appropriate department
- Participate in Spa and Programming offerings on a continual basis
- Inform Supervisor immediately of any issues a guest is having during their stay
Education
Indiana Wesleyan University - Kokomo Campus
1998 - 2003
School's Degree in Computer
Professional Skills
- Excellent organizational, computer, cash handling, analytical, and problem solving skills
- Empathetic, with strong listening skills
- Strong guest/customer recovery skills
- Display empathy and demonstrate listening skills in all interactions
- Good understanding of the basic math skills, balancing accounts and posting debits and credits
- General cashiering skills
- German speaking skills
How to write Front Office Agent Resume
Front Office Agent role is responsible for reporting, languages, english, general, credit, training, compensation, research, insurance, travel.
To write great resume for front office agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Front Office Agent Resume
The section contact information is important in your front office 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 Office Agent Resume
The section work experience is an essential part of your front office 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 office 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 office agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Front Office Agent resume experience can include:
- Work collaboratively and effectively with other hotel departments
- Maintaining effective communication channels in order to ensure constant flow of information
- Inspecting all VIP rooms prior to arrival
- Friendly & outgoing personality, well presented & groomed, good manners
- Experience in an International Hotel/ Resort is an advantage
- To be fully conversant and able to operate the hotels front office systems
Education on a Front Office Agent Resume
Make sure to make education a priority on your front office 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 office 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 Office Agent Resume
When listing skills on your front office 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 office agent skills:
- Good command of both written and spoken English & Thai, computer skills are necessary
- Effective communication and guest relation skills
- Soft Selling Skills
- Maintaining a high level of knowledge which affects the Guest experience
- Excellent command of the English language speaking, reading and writing
- To have a full working knowledge of the Priority Club programme and its benefits – taking every opportunity to enroll new members
List of Typical Experience For a Front Office Agent Resume
1
Experience For Front Office Agent / Supervisor Resume
- Providing a high level of customer service to offer every guest a unique stay
- Responding to any guest enquiries
- Able to think and work independently while making decisions that benefit guests and the Resort
- Constantly updating Guest profiles
- Maximiziation of room occupancy and implementation of upselling - methods
2
Experience For Franchised Front Office Agent Resume
- Helps bring certain brand concepts to life on a day-to-day
- Be able to work a flexible schedule including weekends and holidays
- Be able to tour guests thru property throughout the day
- Communicate excessively with other team members to ensure guest's stays are perfect
- Fill in as the resort operator as necessary
- Assist with luggage as necessary
- Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest
3
Experience For Front Office Agent M/W Resume
- Checks out guest at end of stay
- Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest
- Settles bill accurately through credit card or cash transaction
- Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency
- Reconciles all transactions at the close of each shift
- A graduate of Hospitality Management/ International Hospitality Management or any related course
- Knowledgeable in front office operational systems, OPERA and other applications
4
Experience For Front Office Agent / Guest Service Resume
- Passionate about guest satisfaction
- Compensation and Benefits: Local Package is offered
- Cash hotel guests’ personal and travelers checks and assist with currency exchange
- Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports,preparing deposit, and counting/securing assigned bank
- Ensure guest’s immediate requirements are catered for
- Awareness of regular guest names & requirements
- Issue safe deposit boxes and allow guest access in accordance with
5
Experience For Temporary Front Office Agent Resume
- Be aware of the hotel availability and that every opportunity to maximise room sales is taken
- Deal with cash, cheque and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately
- Ensure the float handed over is checked and correct
- To display and fulfil the Crowne Plaza service style and philosophy of this Crowne Plaza hallmark
- Keeping a good communication with all members of the F/O team in order to ensure maximum guest satisfaction through personal recognition and prompt attention from arrival through departure
- Prepare reports as instructed by FO Supervisors, Duty Managers, and Front Office Manager
- Manage the registration process to confirm guest information, acknowledge preferences as noted, provide guest with room keys and offer luggage assistance
- Tailor interactions based on guests’ needs and available data
6
Experience For Overnight Front Office Agent Resume
- Understand and be familiar with hotel room inventory to manage and allocate based on availability and guest preferences
- Provide appropriate recognition to members of Hyatt’s loyalty program
- Respond accurately to inquiries and offer knowledge of the hotel features/general information
- Approach guest issues with compassion and recover service as appropriate
- Basic computer systems knowledge
7
Experience For Front Office Agent / Reception Resume
- Fulfill a flexible schedule to include mornings, nights, weekends and holidays
- Notes, collects and actions on any guests’ preferences
- Prepares groups arrivals and departures
- Performs check‐ins and check‐outs efficiently
- Handles all guests’ requests or enquires promptly and efficiently
- Certificate in examination of education or related discipline
- Clearly and pleasantly communicate verbally and in written English
8
Experience For Roving Front Office Agent Resume
- Check guests in and out of rooms; ensure that all guest information is accurate and up to date
- Answer the phone, take room reservations, and ensure that guests requests are met
- Desire to grow within the Front Office
- Issue safe deposit boxes and allow guest access in accordance with procedures
- Key relationship with Reception Manager, Guest Relations Manager,
- Assistant Managers, Shift leaders
- Direct phone calls and messages to appropriate personnel or guest
9
Experience For Front Office Agent Resume
- Assist all guests and employees
- Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel
- Resolve guest issues in a timely and respectful manner
- Execution of an efficient work flow on a high quality standard
- Ensure frequent transfer of informaiton and feedback
- Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially
10
Experience For Front Office Agent / Supervisor Resume
- Handle all activities relating to guest accounts, receiving and filing of checks, posting, mail & information services, cashiering procedures, foreign exchange, payment/settlement of guest accounts, room blocking and inventory, guest check-in and check-out, room transfers and other guest requirements
- Ensure guest satisfaction is achieved through guest recognition and prompt attention
- Employee is responsible for general knowledge of corporate environmental policies and procedures and how they relate to their job unctions. Corporate policies and procedures are posted on bulletin boards or can be accessed at dpr.web
- Ensure that both the Front Office Manager and Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
- Understand the customers requirements either communicated via phone, fax, e mail or other media
- Offer solutions to customers needs and specification
- Produce SAP CRM quotations
List of Typical Skills For a Front Office Agent Resume
1
Skills For Front Office Agent / Supervisor Resume
- Experience driving well-defined processes within Customer Service Unit
- Most likely to have 4-7 years of relevant work experience before entering level besides formal education
- Most likely to have 1-3 years of relevant work experience before entering level besides formal education
- Experience in the hospitality industry in a similar position
- Experience in the same position
- At least one (1) year experience as Front Office Agent in a 5 star hotel
- With at least 1-2 years related work experience
- At least one (1) year experience as Front Office Agent in a similar capacity
2
Skills For Franchised Front Office Agent Resume
- Preferably with at least one (1) year experience as Front Office Agent in a midscale hotel brand
- Offer positive experience to all guests with a positive attitude
- Previous hospitality customer service experience required
- Previous experience in Opera property management system is an asset
- One year front desk/guest service experience
- Previous experience at a hotel is required
- Two years’ experience in a similar position in a luxury resort or hotel
3
Skills For Front Office Agent M/W Resume
- Registering and rooming all arrivals according to established procedures
- Greeting guests as well as collecting and storing luggage in a timely manner
- Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio
- Having a friendly and welcoming attitude
- Appreciating the dynamic nature of the Hotel industry and extending these service attributes to all internal customers
- Performing check in, check out and room move procedures and ensuring all data are entered correctly in the hotel PMS
- Maintaining cashier float and ensuring accurate daily reports of all cash received
- Handling multiple phone lines and taking ownership of all calls
4
Skills For Front Office Agent / Guest Service Resume
- Recording and making Wake up calls
- Assisting guest with luggage and personal items
- Transporting Guests to and from their rooms efficiently
- Maintaining in depth knowledge of departmental standards and procedures
- Maintaining comprehensive knowledge of standard Reservations procedures
5
Skills For Temporary Front Office Agent Resume
- Taking personal interest and pride to ensure that the Front desk and Lobby area are kept clean all times
- Being knowledgeable of procedures and techniques necessary for the smooth operation of the department
- Resolving guest issues in a timely and professional manner
- Anticipating Guests needs
- Hosting the Lobby providing assistance and information to guests
- Promoting Inter-Hotel sales and in-house facilities
6
Skills For Overnight Front Office Agent Resume
- Driving IHG Reward Club enrolments
- Reviewing arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Constant writing, typing and computing throughout shift
- Full flexibility with scheduling to include working AM and PM shifts, weekends and holidays
- As possessing a warm and welcoming personality
- Flexibility to work 7-day rotating roster, including weekends and public holidays
- Provide value added service to Guests by meeting and anticipating needs and expectations
- Responsible and attends to guests’ requests of using the service of safety box at all times
7
Skills For Front Office Agent / Reception Resume
- Professionally dealing with product, price and availability enquiries, literature requests, use of Grundfos Product Center
- Work with existing IT systems in a manner that uses the systems efficiently and work to the required standards
- Amenable to work in shifting schedules and extended hours
- Be flexible with the working hours and is able to work weekend and public holidays
- Be flexible with the working hours and is able to work weekends and public holidays
- Passion towards serving the guest
- Prepare and maintain records pertinent to the guests staying in the hotel
8
Skills For Roving Front Office Agent Resume
- An open availability, including graveyard shifts
- Open availability to work varying shifts within department
- To prepare and maintain records pertinent to the guests staying in the hotel
- Work any and all shifts including overnights, weekends, and holidays
- Work a flexible schedule (at least 2-3 overnight shifts and 2 AM/PM per week), including holidays and weekends
9
Skills For Front Office Agent Resume
- Work 3 overnight shifts, including holidays & weekends (approximately 10pm-7am)
- Work a flexible schedule including evenings, weekends and overnights
- Passion for people and ensuring their every need is satisfied
- Proficiency in Front office operating system (Opera Knowledge highly)
- Fit to work 3 shifts (morning, afternoon, night)
- Meets guests upon check out to gather feedback regarding their stay
- Attend to guests’ request of using the service of safety box at all times
10
Skills For Front Office Agent / Supervisor Resume
- To ensure that no information regarding guest names, details or room
- Ensure that all charges are correctly posted to the guests bills following the standard procedures
- Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained
- Performs cashiering functions efficiently
- Resolves guest's concerns in a thoughtful manner while maintaining hotel standards
- Computer savvy and capable of learning multiple computer systems
- To ensure that no information regarding guest names, details or room numbers is given to unauthorised persons
- Knowledge in computer & Proficiency in Front office operating system
- Answer incoming telephone calls to the hotel efficiently and courteously
List of Typical Responsibilities For a Front Office Agent Resume
1
Responsibilities For Front Office Agent / Supervisor Resume
- Ensure the check-in procedures and services are up to standard
- Follow up the job assignment in proper way. Ensure hotel revenue is properly recorded
- Operate the following equipment: computer, 10 key adding machine, electronic key machine, phones, credit card swiper, printer, fax machine, copier machine, and other common office equipment
- Work overnight, weekends and holidays
- Stay organized and handle difficult situations
2
Responsibilities For Franchised Front Office Agent Resume
- Able to work weekends, holidays both night and day
- To ensure the check-in procedures and services are up to standard
- To ensure hotel revenue is properly recorded
- Available to work afternoons, evenings, weekends and holidays
- Stand for long periods of time and work overnight
- Cover Overnight shifts at least 2 times per week
- Shift flexibility required to work evenings, week-ends, and/or holidays
3
Responsibilities For Front Office Agent M/W Resume
- Full availability to work all required AM & PM shifts
- Work authorization in Canada
- Class 5 driver’s license with clean drivers abstract
- Legal authorization to work in Canada
- Shift flexibility; available to work week-ends, evenings, and/or holidays
- Work a flexible schedule on weekends and holidays
- Promote team work and quality service through daily communications and coordination with
- Fluency in English and in other European languages ( preferably Italian )
4
Responsibilities For Front Office Agent / Guest Service Resume
- Extensive knowledge of hotel, its services and facilities
- Ensures IHG Reward Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Escorts all guests to their rooms on arrival and ensure that they are comfortable
- Conduct guest courtesy calls on a daily basis
- Greets VIP guests personally
- Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s
- Handles guest’s complaints and refer them as necessary. Follow up on corrective action. Maintain log of all complaints and guest comments received in guest history and log book
- Familiarize yourself with the company values and model desired behaviours
- Perform tasks as directed by the Management in pursuit of the achievement of business goals
5
Responsibilities For Temporary Front Office Agent Resume
- Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs and up selling of the Executive Floor Facilities in order to increase the revenue of Front Office
- Participate in work with processes or projects
- Participate in a well-defined business process within Customer Service Unit
- Fluency in English and in other European languages (preferably Italian)
- The ability to achieve a monthly departmental loyalty program goal, through the promotion of the program
- Fluency in English and in other European languages
6
Responsibilities For Overnight Front Office Agent Resume
- Preferably in possession of a Diploma in Hospitality/Accommodation Operations or equivalent
- Fluency in another language would be an advantage
- Use the property management system
- Transportation allowance as per Lebanese Labour Law
- Uniforms and lockers are provided for uniformed staff
- Perform arrival and departures of the guests
- Communication of hotel services and promotions
7
Responsibilities For Front Office Agent / Reception Resume
- Be highly motivated and works well within a team
- Greets guests as they arrive in a positive, welcome manner and assist accordingly
- Maintains a friendly, cheerful and courteous attitude at all times
- Address customer queries, concerns and complaints in a timely manner
- Fluent in English and other languages are considered as an asset
- Greet guests in a positive manner and offers assistance continuously
- Stand long hours
8
Responsibilities For Roving Front Office Agent Resume
- Apply competent knowledge of product features advantages and benefits and be able to professionally represent these to the customer
- Follow up of SAP CRM quotations
- Follow up and adhere to the business processes
- Behave in a professional manner with customers at all times
- Answer the telephone in an agreed manner and within an agreed period of time
9
Responsibilities For Front Office Agent Resume
- Keep communication with sales engineers related to opportunities and quotations
- Could be open to atypical profiles
- Fresh graduated student are welcome
- Possesses a positive and cheerful attitude and mature
- Knowledgeable in Micros Opera
- Computer literate (Windows environment and Opera)
- Upsell established upsell packages to guests to improve the Hotel’s RevPAR and Total Revenue
10
Responsibilities For Front Office Agent / Supervisor Resume
- Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she is unable to assist
- High level of English (both written and spoken)
- Fully proficient in German language
- Guest registration process
- Native Portuguese speaker
- Receipt of payments
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