Guest Relations Agent Resume Sample
Ryleigh Rosenbaum
63967 Aida Haven,
Philadelphia,
PA
+1 (555) 756 4924
Work Experience
Guest Relations Agent
10/2016
-
PRESENT
New York, NY
- Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures
- Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all repeat guests
- Accommodate all guest’s special requests accordingly upon registration of the guests
- Recognize all Repeat guest’s upon arrival, using name recognition when possible
- Excellent written and verbal communication, interpersonal communication skills
- Execellent written and verbal communication, interpersonal and leadership skills
- CDL B w/Passenger endorsement required
- Work cohesively with co-workers as part of a multi-cultural team
- Promote positive relations with guests and patrons
Guest Relations Agent / Personal Concierge
09/2014
-
09/2016
San Francisco, CA
- · Proficient in the English language (spoken & written), good knowledge of Azeri, Russian and Turkish
- Ensures that all Ex. Floor and Business Center SOP’s are adhered to
- Reviews arrival reports and VIP’s to ensure all special requirements are anticipated
- Be able to handle efficiently and effectively any queries arising from guests’ accounts
- Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name
- Following the Hotel’s telephone etiquette standards when handling internal and external calls
- Enthusiastically promoting Fairmont President’s Club and hotel services providing detailed information to Guests and hotel visitors
Education
Ottawa University - Wisconsin Campus
2008 - 2013
Mba's Degree in Communication
Professional Skills
- Having an experience in similar position for at least 2 years with a great deal interpersonal skills and good level in of physical fitness
- Excellence in communication skills: verbally and listening
- Solid interpersonal and relationship-building skills to work with cross-functional teams
- Superb time-management skills and ability to multi-task
- Sensitive to keep an excellent grooming standards
- Eye for details and strong problem solving ability
- Ensures Priority Club programme is promoted to each non existing member
How to write Guest Relations Agent Resume
Guest Relations Agent role is responsible for research, database, training, credit, retail, events, languages, health, transportation, leadership.
To write great resume for guest relations agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Relations Agent Resume
The section contact information is important in your guest relations 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 Guest Relations Agent Resume
The section work experience is an essential part of your guest relations 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 guest relations 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 guest relations agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Relations Agent resume experience can include:
- Ensures Priority Club Rewards members consistently receive all benefits, repeats guests and other VIP’s receive special recognition and service
- Liaise with other departments to ensure excellent service delivery
- Play a key role in the guest’s arrival and departure experience
- Liaise with other departments and outside contractors to ensure excellent service delivery
- Valid work visa holder
- : Customer Service experience
Education on a Guest Relations Agent Resume
Make sure to make education a priority on your guest relations agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest relations 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 Guest Relations Agent Resume
When listing skills on your guest relations 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 guest relations agent skills:
- Be able to handle efficiently and effectively any queries arising from guest’s accounts
- Follow up on Guests requests to ensure they are handled effectively and efficiently
- Inspects VIP room status and amenities in good order prior to guests’ arrival
- Includes information about the hotel, city and history whenever welcoming a guest and creates a unique experience
- : Cash Handling experience
- Proficient in Azerbaijani and English languages (spoken & written), good knowledge of Russian and Turkish an asset
List of Typical Experience For a Guest Relations Agent Resume
1
Experience For Guest Relations Agent, Night Club Resume
- Creates unique arrival experiences for IHG rewards and Ambassador Members
- Build Personal Effectiveness
- : Sales Experience
- Preparing and ensuring Maui Spectacular bags are ready (Juice/Champagne/Cups)
- Maintaining all areas including the back room and front desk areas
2
Experience For Guest Relations Agent / Personal Concierge Resume
- Maintaining lobby and bathroom areas
- Participating in the creation and maintenance of soft benefits for all of our guests such as our Daily Newsletter, Welcome Drink Vouchers and WOW program
- Welcoming guest with a warm smile at Front Desk
- Amazing staff parties and events
- Applies a thorough working knowledge of Opera and has attended the appropriate Opera training
- Assists conducting group check-ins/outs according to established hotel procedures
3
Experience For Guest Relations Agent Resume
- Assists the Guest Relations team in carrying out the following tasks, as required
- Greets and welcomes all guests at any time in a friendly and helpful manner, using guest names at every opportunity
- Checks the correspondence for the following day arrival to ensure all Club IHG Floors / IA Floors / VIP bookings are picked up
- Prints daily shift reports and action reports, following the daily task list
- Able to assist the guest with any inquiry pertaining his stay / visit to the hotel i.e. account balance; late checkout information
- Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction
- Handles guest complaints and requests when interacting in with guests in the lobby
- Handles requests for late checkouts according to established hotel procedures
4
Experience For Guest Relations Agent, Night Club Resume
- Assist guests with reroute, rescheduling or refunds
- To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service
- To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
- Maintains an active presence in the hotel lobby and at the main door to greet and assist incoming guests
- Maintains an active presence in the hotel lobby to greet and assist incoming guests – Lobby Position
- Fantastic opportunities for onsite training and career progression
- Check ramp of any FOD
5
Experience For Guest Relations Agent / Personal Concierge Resume
- Ensuring the coffee pots are ready for refill. Maintaining the coffee area throughout the day by checking coffee pots. and water dispenser area is clean and refilled
- Assist guest when flight returns
- Assist retail associate with Video Queues
- Is fully aware of arrivals: regular, Club Floors, IA, and VIP guests
- Updates IA profiles, for same day reservations and ensures efficient regular guest history system and ensures GSTS Forms are distributed and collected
- Makes sure regular guests and members are recognized and escorted to their rooms and promotes Hotel facilities and briefs about different outlets
- Performs such functions as to include but not be limited to
6
Experience For Guest Relations Agent Resume
- Check In and Check Out Guests
- Performance of certain Front Office Operations such as Check-ins and Check-outs
- Promote all amenities, conveniences and programs offered in the hotel
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Analyze customer feedback and provide strategic direction to continuously improve overall hotel ratings
- Respond to guest needs and anticipate their unstated ones
- Learn to manage guest complaints and complaints trackers
- Creative and a high energy person
7
Experience For Guest Relations Agent, Night Club Resume
- Have full knowledge of VIP requirements, amenities and ensure proper recognition
- Coordinate guest's special requests and events (i.e. birthdays,anniversaries, weddings, etc.)
- Act as an ambassador of the destination and be able to successfully display local knowledge and give recommendations
- Participate in hotel visits and site inspections when required
- Implementation of the Hotel's VIP Programs
8
Experience For Guest Relations Agent / Personal Concierge Resume
- Presents a professional, approachable and friendly manner to all guests
- Identifies return guests and VIPs
- Knowledge of hotel's computer systems for Reservations, Front Desk, Guest History, Manager and Inquiry
- Provides for guests, comprehensive information about hotel services, places of interest, restaurants, doctors, sightseeing tours, and any other information of interest
- Assists VIP guests as required with, but not limited to, theater/airline/rail tickets, and restaurant reservations
9
Experience For Guest Relations Agent Resume
- Provides transportation and other services offered by the hotel, which require outside assistance
- Provides guests with information on outside facilities
- Arranges for outside errands requested by guests
- Input and access data in computer
- Promote positive relations with all individuals who approach to the Front desk, and by telephone
10
Experience For Guest Relations Agent, Night Club Resume
- Work well under pressure of # of arrivals/departures within any given period of time
- Ensures that guest history data is updated on a regular basis with accurate information
- Create standard guest recognition daily report; research database for next day’s arrivals, check preferences, incidents, comments and stays for each repeat guest and distributes the same to all relevant departments
- Assists and coordinates with Front Desk to ensure consistent service
- Escorts guests to their allocated room and explain the facilities and room features, while extending personal service and attention to all guests a particular emphasize to be given to VIP guests (within moral & ethical norm)
- Ensures groups requirements are prepared, meet & greet upon arrival, check-in with welcome drink, hand towel or other requests as stipulated by the organizer
- Compiles transportation requirements, liaising with the limousine company as required. Assuring all guest transportations are logged and communicated to the relevant departments. Follows up proactively on any missing information and tries to increase sales and revenue through smart allocation of hotel drivers
List of Typical Skills For a Guest Relations Agent Resume
1
Skills For Guest Relations Agent, Night Club Resume
- Aware of locally operated sightseeing tours offered to guests reflect the position of the hotel
- Excellent written and verbal English level, other languages beneficial
- Engaging with guest pre arrival to hotel and update preference and special request in the system
- Escorting the guest and ensure lobby presence
- Answering all questions quickly and efficiently from guests
- Managing various bookings and arrangements etc
- On feet (either in standing position or walking) for up to 90% of the shift
2
Skills For Guest Relations Agent / Personal Concierge Resume
- Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile
- Communicates with FO, Room Service, Housekeeping about arriving VIP guests or any changes/needs to their stay
- Responsible for making all guests feel welcomed, important and comfortable and going above and beyond (with in reason) to make a guest satisfied
- Assists in safe box and main door opening according to established standards
- Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed
- Ensure the proper safety instructions are given before operating any equipment
- Take ownership in servicing our Fairmont President’s Club members
3
Skills For Guest Relations Agent Resume
- Provides a warm welcome and assists guests’ according to FHR Brand Standards
- Greets all guests courteously, using the guest’s name whenever possible
- Desire to join a fast growing young department with future opportunities
- Express the desire to constantly exceed the customers’ expectations while working within a team environment
- Communicate with other departments regarding guest preferences in order to meet there trip persona
- Responsible for taking care of any guest complaints independently
- Handles all guests' services, such as mail, keys, postage, messages and paging
4
Skills For Guest Relations Agent, Night Club Resume
- Remains aware of all activities taking place in the hotel; familiar with the daily function sheet and VIP arrivals
- Maintains an active presence in the hotel lobby to greet and assist incoming guests, ensures that whenever possible, guests receive personal recognition
- Maintains a systematic and organized filing system and regularly checks, updates and organizes cabinets when required
- Ensures that daily charges arising from service utilized by guests are correctly posted
- Able to work in severe weather conditions
5
Skills For Guest Relations Agent / Personal Concierge Resume
- Frequent computer usage throughout the day
- Occassion lift and carry upto 40 lbs
- Fluency in both Japanese and English
- Communicate confidently with guests from different countries and backgrounds
- Willingness to cooperative and disposition to lead
- Work under shift system
- Be fully aware of hotel credit policy and procedures and ensure that it’s adhered at all time
- Ensure that all VIP room assignments are done 24hrs in advance and communicated to all departments
- Share, announce and display all VIP arrivals and introduce brief information about guests
6
Skills For Guest Relations Agent Resume
- Be aware of the front desk operations and help front desk associates when needed
- Constantly monitor Food & Beverage buffets and ensure professional presentation
- Monitor Food runners to ensure all supplies are up to the guest satisfaction
- Communicate any food and beverage related issues to concerned individuals
- Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel’s lay-out, activities taking place and local attractions
7
Skills For Guest Relations Agent, Night Club Resume
- Drive and champion Fairmont President’s Club program
- Review all Fairmont President’s Club /VIP guest incidents and ensure proper follow up is completed with the relevant departments
- Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
- Be knowledgeable of all room types and rates and the hotel’s features and facilities
- Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and to enter this in the Duty Manager’s log book
- Meet and greet guests upon their arrival at the hotel and interact with guest’s and provide a welcoming atmosphere and clearly explain room key, location and direction of the room to guests
- Arranging VIP guests' greetings at the front desk of ANA Intercontinental Hotel Tokyo, cars, etc. during their stay in general
- Receiving and dealing with complains,
- Learning how to write professional Welcome and VIP cards and supervising their distribution to the relevant parties
8
Skills For Guest Relations Agent / Personal Concierge Resume
- Ensures that up-selling targets are met and exceeded as well as cross-sells hotels facilities
- Ensures that all arrival guests are being escorted to the respective room
- To ensure that all the VIP’s met and escorted to their rooms or to events that took place in the Hotel
- Ensures maximum guest satisfaction through personal recognition and prompt cordial attention from arrival though departure
- Greet VIP and other guests personally and bid farewell
- Assist with house tour of guest/ groups or corporate clients
- Ensures that Guest History is updated and used to make guest’s stay enjoyable
9
Skills For Guest Relations Agent Resume
- Ensures that every guest is offered and shown a room orientation and if wished
- Ensures that all limousine arrivals with arrival times receive an in-room check-in (liaise with transportation department)
- Ensures that courtesy calls to the guest rooms are done on a daily basis
- Ensures that guest feedback is logged and actioned if necessary
- Handles guest complaints and refer them if necessary
10
Skills For Guest Relations Agent, Night Club Resume
- Ensures guest amenities are in stock and placed upon arrival in the guest room
- Review arrival lists for all arrivals and VIP’s to check room allocations, amenities and special requests
- Ensures to be constantly updated on special hotel’s promotions
- Assists the Front Office/ Club Lounge team with daily tasks if needed (check-in/ check-out)
- Demonstrate service attributes in accordance with industry expectations and company standards including being attentive to guests, accurately and promptly fulfilling guests requests, anticipate guests needs, maintain a high level of knowledge which affects the guest experience and demonstrate a ‘service’ attitude
- Greets guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
- Customer's VIP hospitality work,
- Guide guests inside the hotel and its area,
- Understand the basic principles of the Accor Loyalty Program (LCAH) and learning to interact with our most distinguished guests. Assist in overseeing and coordinating all their arrivals
List of Typical Responsibilities For a Guest Relations Agent Resume
1
Responsibilities For Guest Relations Agent, Night Club Resume
- Constantly review the performance and operations of yourself and the department, offering suggestions for improvement
- Take ownership in servicing our Swiss Club members
- Knowledgeable about the City of Chicago, ongoing events and history
- Entertain guests while waiting for flights
- Assist retail cashier with stocking of the retail shop
- Assist Inside-Radio with monitoring of the safety briefings. (certain base locations)
- End of day-closing paperwork, which includes vouchers receipts, and bank deposit
- Keeps Management informed on all arrival and departure movements
- Assures clear communication of all guest requests are followed and completed through the respective departments
2
Responsibilities For Guest Relations Agent / Personal Concierge Resume
- Ensures clear communication between Guest Relations, Bell Desk, Front Desk, Business Lounge and Reservations in particular
- Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information are updated in Opera PMS
- Promotes inter-hotel sales and in-house facilities and awareness of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information
- Ensures consistent handover and communication is maintained using all channels of communication available such as logbooks, Opera PMS traces and E-mail. Ensuring guest information is always updated in guest profile notes
- Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of sections employees
3
Responsibilities For Guest Relations Agent Resume
- To follow the Hotel set Safety standards, and adhere to all rules and regulations as set out by the Occupational Health and Safety Act and to take reasonable care at work so as not to put self or others at unnecessary risk. Reports any hazards, risks, accidents as required
- Notifies the Guest Relations Manager on regular basis of all operational problems whether related to customers, other departments or employees performance/misconduct and procedures
- Cooperates in the performance of any reasonable task requested by the management
- Responsible for an efficient, clean, safe and hygienic upholding of all Front Office areas
- Adheres to all Hotel policies and procedures
- Review all VIP guest incidents and ensure proper follow up is completed with the relevant departments
- Comply at all times with FRHI & Swissôtel standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies
4
Responsibilities For Guest Relations Agent, Night Club Resume
- The workplace is positioned in the Hotel Lobby
- Monitors all areas in the Lobby
- Responds to guest needs and resolves related problems, conducts follow ups and tracks incidents accordingly
- Is aware of all Front Desk, Guest Relations, Concierge and Bell Desk job tasks and responsibilities
- Ensures to greet all guests and accompanies guests through the arrival process
- Directs the right way for guests in the lobby
- Prepares VIP arrivals and shares information as needed with other departments
5
Responsibilities For Guest Relations Agent / Personal Concierge Resume
- Knowledgeable about all areas in the Hotel and the Hotel history
- Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction
- Provide guestroom tours and escorts VIPs and other guests to guest rooms
- Transports guest to and from their location via company shuttle
- Assist guests with check in (payment, voucher, etc)
- Ensuring the coffee pots are ready for refill. Maintaining the coffee area throughout the day by checking coffee pots and water dispenser area is clean and refilled
6
Responsibilities For Guest Relations Agent Resume
- Greet guest when flight returns
- Assist retail cashier with sales and videos
- Prepare coffee for next day, clean backroom
- Enhances personal recognition and prompt attentions to guests from their arrivals through their departure
- Meets on a regular basis with the Guest Relations Supervisor for information and discussion of Guest Relations operations
- Overviews and coordinates the arrival guest list of the day and assigns rooms accordingly, taking all guest requests and special reservation notes into consideration
- Overviews and coordinates the arrival guest list for the upcoming weeks and assigns rooms accordingly, taking all guest requests and special reservation notes into consideration
- Responsible for coordinating early arrival rooms and waiting rooms with appropriate departments (e.g. Housekeeping, Engineering and Food and Beverage Department) during the day, to avoid long waiting times for guests
- Ensuring lobby coverage at all times and special attention in serving VIPs and Elite members
7
Responsibilities For Guest Relations Agent, Night Club Resume
- Responsible for arranging a smooth, daily turnover in rooms, to avoid guest waiting time
- Consistently offers professional, engaging, thoughtful, caring and sincere service
- Controls the hotel occupancy and balances overbooking in room categories day by day
- · Ensuring that all Fairmont Hotels & Resort service standards and operational procedures are adhered to in all interactions with Guests and colleagues
- Check in the guest according to SOP & LSOP and Job aids
- Ensure that all guest problems are solved by using LEARN/GUEST models and escalated properly
- Perform “In Room Check-in” to assigned VIPs and Elite members
- Coordinate with Transportation Desk to ensure timely pick-up and drop-off of guests and whenever possible welcome them at the main drive and assist with check-in
8
Responsibilities For Guest Relations Agent / Personal Concierge Resume
- Follow the department check-list and task
- Ensure the cleanliness and upkeep of the Lobby and other work areas
- To be an ambassador of the Front Office and the hotel, in and outside the work place
- To call a manager for advice in serious cases or if an approval is required
- To ensure a proper use of the telephone etiquette as per St. Regis standard
9
Responsibilities For Guest Relations Agent Resume
- Greets guests upon arrival and bids farewell upon departure
- Ensures that, whenever possible, guests receive bespoke recognition
- Actively obtains feedback from guests to improve services and facilities
- Promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information
- Assists and coordinates with Front Office Reception to ensure consistent service
- Ensures that guest history is updated on a regular basis with accurate information
10
Responsibilities For Guest Relations Agent, Night Club Resume
- Review and prepares next day’s arrival reports for SPG, VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated
- Handles guest complaints immediately and follows up thoroughly
- Maintains a neat, tidy and professional appearance at all times
- Promotes inter-hotel sales and in-house facilities and be aware of banquet events hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information
- Assists guests in providing doctor’s consultation
- Prepares and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs, SPG and long-stay guests
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