Guest Service Representative Resume Sample
Houston Waelchi
57053 Predovic Coves,
Chicago,
IL
+1 (555) 908 7108
Work Experience
Guest Service Representative
04/2016
-
PRESENT
San Francisco, CA
- Qualify guest needs and sale potential, present targeted solutions to close the sale
- Maintain product knowledge through the effective use of training provided, SMS HOST (reservations system), documented reference materials, ARAMARK Parks Web sites and ARAMARK’s intranet sites
- Quote accurate rate and inventory availability
- Successfully follows quality assurance requirements in handling guest inquiries and sales calls
- Suggest alternatives to guests when inventory or rate related events inhibit a guest from making a buying decision
- Utilize up-selling and cross-selling techniques whenever possible to achieve the highest average revenue-per-call possible
- Process all reservation requests, changes and cancellations according to established policies and procedures; inputs group rooming lists as requested
- Communicate regularly and work cohesively with reservations supervisors and reservations manager to ensure highest level of conversion and sales effectiveness exists
- Circulates assigned area at all times providing specialized personal attention to slot guests
Slot Guest Service Representative
11/2013
-
03/2016
Chicago, IL
- Cooperates with fellow slot employees and Slot Management to ensure service time standards are met
- Monitors all machines and signs for malfunctions and assists with simple equipment repair
- Fills machines with paper and clears tilts
- Communicates with Slot Management team, fellow slot employees, and technicians about problems with customers and machines
- Identifies jackpots, generates documents through an on-line system, and pays the same to customers
- Monitors service lights and change coverage in assigned area
- Manages stress and maintains composure with guests and co-workers
Education
University of Alaska Southeast - Ketchikan Campus
2007 - 2012
School's Degree in Management
Professional Skills
- Excellent public relations and speaking skills
- Strong organizational skills and friendly manner
- Working knowledge of computer and math skillsPHYSICAL DEMANDS
- Creates 100% guest satisfaction experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- AND SPECIALIZED EXPERIENCE: One (1) year progressively responsible experience related to the position to be filled
- Capable of building strong customer relationships and delivering customer-centric solutions
- Previous gaming experience
How to write Guest Service Representative Resume
Guest Service Representative role is responsible for retail, events, credit, training, purchasing, security, payroll, manufacturing, travel, health.
To write great resume for guest service representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Service Representative Resume
The section contact information is important in your guest service representative 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 Service Representative Resume
The section work experience is an essential part of your guest service representative 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 service representative 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 service representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Service Representative resume experience can include:
- Health care or customer service experience including experience exercising good judgment in handling difficult situations
- Basic Platform skills – Proficient in Excel, Outlook and Word
- Previous Front Office and hotel guest experience is required
- Check all credit cards for validity before the end of the shift
- Delivers on all Simon Service initiatives and delivers excellent service to guests
- At least one year of continuous face-to-face guest service experience
Education on a Guest Service Representative Resume
Make sure to make education a priority on your guest service representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest service representative 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 Service Representative Resume
When listing skills on your guest service representative 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 service representative skills:
- Strong knowledge of computer systems including Microsoft applications and Outlook
- Good knowledge and very familiar with all front office area operation
- Gaming interests - ownership in any gaming business (past or present)
- Securing and conducting money transactions with guests and staff
- Giving information and suggestions to guests on hill and in base areas
- Helping to update “Stowe Mountain Hosts” with information from around the resort
List of Typical Experience For a Guest Service Representative Resume
1
Experience For Franchised Guest Service Representative Resume
- Rotating shifts, able to work weekend and holidays
- Performing repetitive hand and arm movements
- Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc
- Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products
- Responsible for representing Simon to guests by providing high quality, efficient, friendly and energetic service
- Monitors radio traffic simultaneously with communicating with guests, co-workers, and management
- Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas
2
Experience For Slot Guest Service Representative Resume
- Have a thorough working knowledge of emergency procedures
- Maintain certification from a responsible vendor training if alcohol is served
- Uses proper protocol and etiquette in all radio communication
- Promotes M life Desk and establishes rapport with new slot customers
- Meets all SHOW Service Basics
- Assists customers with M life Desk issues at the machine level and through Patron Management system
3
Experience For Hotel Guest Service Representative Resume
- Enrolls new members in M life Desk
- Assists with special projects as assigned by Shift Management
- Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards. Greet every guest on the phone, using the guest name and thanking all guests for calling prior to ending the call
- Keep property information on personnel and Departments up-to-date
- Interact closely with fellow employees and departments
4
Experience For Guest Service Representative Resume
- Knowledge of OPERA computer system
- Serves as “Seller” function of the Simon Property Group Giftcard program, other payment products, and / or other mall programs
- Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other SBV initiatives
- Coordinates day-to-day Guest Service activities including all guest services provided in the Fortin Lobby
- Assists patients/guests/families and staff with guest services including, but not limited to directions, information, escorts, etc. throughout the campus
- Coordinates the cheer card program, meeting room scheduling, fleet vehicle scheduling, canine visitation, notary services and movie ticket, stamp, massage and gift certificate sales
- Responds to customer inquiries for information
- Close communication with all other departments as needed to ensure the highest level of guest satisfaction
- Monitors assigned area to ensure guest needs or requests are handled efficiently
5
Experience For Franchised Guest Service Representative Resume
- Verifies and conducts jackpot payouts and change request
- Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible
- Promote and sell services/amenities of the hotel
- Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual
- Learn and utilize PMS
- Ensure all cash, check and miscellaneous departments are in balance at shifts end
6
Experience For Slot Guest Service Representative Resume
- Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction
- Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately
- Report any unusual occurrences or request to the manager
- Utilize Service Recovery Log and other necessary communication logs from shift to shift
- Maintain stock/cleanliness in the market area
- Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a cooperative and harmonious resort environment
- Provide quotes for room rates and up sells to the guest when possible
7
Experience For Hotel Guest Service Representative Resume
- Control and issue keys to rooms
- Determine if guests are eligible for Hotel credit
- Respond to guest inquiries
- Handle sales transactions for ski/snowboard lessons
- Serve as reception for the location
- Work with the team to ensure all lessons begin in a timely manner
8
Experience For Guest Service Representative Resume
- Assist resort guests with any questions
- Flexible work schedule – able to work on weekends and holidays
- Serves as “Seller” function of the Simon Gift Card program, and/or other payment products
- Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Gift Cards, and other mall programs
- Respond to guest and retailer inquiries and advise on the appropriate resolution
- Capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations
- Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Gift Cards, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other initiatives
9
Experience For Franchised Guest Service Representative Resume
- Responsible for executing on all tourism initiatives (including individual and group tours), VIP Shopper program enrollments and tracking, and other programs unique to specific centers
- Stays current with developments in the hotel by reviewing and updating the communications
- Receives and processes incoming guests
- Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage, hotel services and loyalty program
- Identifies and records special billing instructions
- Maintains confidentiality and follows the code of ethics
10
Experience For Slot Guest Service Representative Resume
- Records resolutions to guest complaints
- Makes reservations in accordance with hotel’s practices
- Life up to 50 pounds
- Push/pull up to 100 pounds
- Reach and bend
List of Typical Skills For a Guest Service Representative Resume
1
Skills For Franchised Guest Service Representative Resume
- Good supervisory skill
- Have a high level of guest service experience
- Occasionally kneeling, carrying documents/equipment, holding, stooping, bending and pulling
- Maintains assigned area in a neat and orderly fashion, including delivering and stocking supplies, removing glasses, rearranging chairs, etc
- Phone etiquette and answering procedures, be able to answer inquiries of shopping, dining, entertainment and travel directions
- Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions
- Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books
- Occasionally carrying, pushing, pulling documents up to 30 lbs
- Constantly using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard
2
Skills For Slot Guest Service Representative Resume
- Responsible for accurate posting of charges and balancing of each day's audit as per the Guest Service Manual
- Serves as a liaison to tenants in communicating SBV and local marketing initiatives
- Spend a majority of time outdoors with the understanding that some indoor hours might be required
- Clearly and pleasantly communicate both verbally and in writing with guests, and co-workers, both in person and by telephone
- Assist with guest issues with professionalism, maintaining hospitable attitude
- Basic knowledge of IRS and Gaming Regulations helpful
- Frequently walking distances of 10 to 1000 ft., between various areas of the casino floor
- Mandatory attendance at all home Raider Football games (August - December and Playoffs)
- Responsible to completely understand all facets of Guest Service, including operation of and analysis of output of all equipment and the Property Management System (HIS)
3
Skills For Hotel Guest Service Representative Resume
- Reservations procedures including cancellations and walking guest
- Manager on Duty functions when necessary or as scheduled
- Maintains the professional appearance of public and personal work areas
- Smile.Ability to Think.Ability to Learn.Ability to Communicate
- Accept payment for guests accounts both at the time of registration and at checkout
- Issue key to and control entrance of safety deposit boxes
4
Skills For Guest Service Representative Resume
- Post miscellaneous charges as requested
- Maintains a friendly, cheerful, courteous and professional demeanor at all times
- Has an aspiration for future advancement within the dealership or Hendrick organization
- 40 Hrs/Wk; Primarily Mid Shift 12:30pm to 9pm and Secondary First Shift 7am to 3:30pm
- 24 hours per pay period
- 12:30pm to 9pm or 3pm to 11:30pm
- Handle/cope with stress well and remain calm under pressure
5
Skills For Franchised Guest Service Representative Resume
- Work well with others and foster a team environment
- Mandatory radio earpiece worn at all times while on the casino floor
- Occasionally walking distances of 10 to 40 ft., between various areas of the department. Occasionally walking up to 1000 feet between various areas of the property
- Help to maintain suite occupancy by controlling the out of service rooms, setting up guest lists when required and only upgrading suites after reviewing availability
- Personnel:Assist in new hire training, personnel files, record keeping, payroll & benefits if needed
- Fully understands the importance of a Forbes Travel Guide 5Star and AAA 5Diamond rating
- Accept and issue guest possessions in accordance with NoMad policy such as high valued tickets and gifts
- Communication: Attend & participate in weekly staff meetings. Communicate proactively with all member of the staff
- Security & Safety:Train all guest service employees to act according to approved procedures in the event of an emergency or accident. Administer key control procedures for the front office. Serve on the Safety Committee & Safety Team
6
Skills For Slot Guest Service Representative Resume
- Successful candidates are required to follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager
- Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information
- Protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals
- Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
- Checking in with base lodge employees in A.M to ensure everything runs smoothly
- Greet and guide all guests in a welcoming, friendly manner & thank all guests for coming upon egress
- Promote upcoming events and joining social media community sites
7
Skills For Hotel Guest Service Representative Resume
- Maintain a positive, outgoing demeanor, adhering to the core expectations of our Guest Service team at all times
- Spend 100% of his/her time on their feet when providing services to all internal and external guests
- Ensure non-smoking rules, and other public safety concerns are responsibly handled
- Has a thorough knowledge of all AEG Oakland facilities, scheduling, venue services, attractions, and event logistics
- Attend Guest Service Team staff briefing before all events
- Job function to include maintaining an organized and clean work area behind the front desk, lobby and guest commons, in compliance with company standards
8
Skills For Guest Service Representative Resume
- Process check-in/check-out including luggage assistance and collect payments in
- Availability 7 Days a week/AM or PM Shifts
- Availability 7 Days a Week as Required
- Availability AM or PM Shifts 7 Days A Week As Required
- Read and write in order to communicate and give instructions to patients
- CPR/AED/First Aid Certification within 90 days of employment(provided by The Coliseum if hired.)
9
Skills For Franchised Guest Service Representative Resume
- Willingness to maintain a clean and safe work environment
- Crowd control on the mountain and base lodge wherever needed
- Answer guest questions with regard to event and stadium, e.g. location of a particular section, concession stands, restrooms
- Handle complaints, disturbances, or related problems with guests and staff when applicable
- Respond to guest concerns in a respectful and calm manner and works closely with Supervisor or Event Manager as needed
10
Skills For Slot Guest Service Representative Resume
- Arrive for shift on time neatly groomed and in a clean, pressed, well-maintained game-day business attire as determined by AEG
- Read and write in order to communicate and give verbal instructions to patients
- Job function to include assisting guests at all times, responding to all guest requests with diligent follow through, processing reservations, registration, payment, and departures in accordance with company guidelines and procedures
- Job functions to include selling the value of ESA to all inquiries (via telephone and in person) and strives to convert them into reservations and occupied rooms in compliance with company standards
- Job functions to include collecting all relevant guest information, probing for potential sales leads and identifying opportunities
- Job functions to include handling collection efforts of all in-house balances. The GSR is responsible for accounting all cash, check, credit card and city ledger accounts through the property management system
List of Typical Responsibilities For a Guest Service Representative Resume
1
Responsibilities For Franchised Guest Service Representative Resume
- Communication Skills– has written and verbal communication skills. Is capable of giving guests detailed instructions to help navigate the website, mobile app or text program
- Handle/manage stressful situations– responds effectively and professionally in times of high guest emotions by setting the tone of the call and following the call sequence script
- Problem Solving – Able to ask probing questions, analyse account details and report issues when technical issues arise
- Organizational Agility – Understands the organizational culture and the origin and reasoning behind key policies, practices and procedures. Knows how to get things done through formal channels and informal network
- Owning It – Energized by challenges and takes on adversity head on. Is often looked to for leadership in a crisis situation and relishes the opportunity to lead
2
Responsibilities For Slot Guest Service Representative Resume
- Fact Based Reasoning - relies on quantifiable data-driven analysis to inform decisions yet is comfortable using intuition when appropriate
- Adaptable and Imaginative –remains open to change and visualizes possibilities to resolve issues and capitalize on opportunities
- Job function to include a thorough understanding of the property management system, working through all shift reports and performing the audit function when necessary and assigned
- Job function to include setup, maintenance and take down of the breakfast when required by time of day
- Shifts are flexible need to be able to work AM and PM shifts 7 days a week
- Process guest check-ins and room assignments following the hotels rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible
3
Responsibilities For Hotel Guest Service Representative Resume
- 10:30 pm - 7 am
- Provide extraordinary service consistent with the NoMad core service standards, AAA 5 Diamond standards, Forbes Travel Guide 5 Star standards and brand attributes
- Be and stay knowledgeable on all dining and entertainment venues in the area including but not limited to: restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests
- Be able to describe, solicit and enroll guests in the M-Life loyalty program
- Assume full responsibility for cashiering abilities to include but not limited to: maintaining a cash bank, resolving billing inquiries, creating posting master accounts, processing credit card authorizations and proper execution of casino comps
4
Responsibilities For Guest Service Representative Resume
- Help to create a unique lounge experience by proactively engaging guests, offering beverages, light snacks, reading materials, and starting small conversation while maintaining the cleanliness of the department and surrounding areas
- VIP Services, Front Desk, or Concierge experience
- Frequent Stay Program
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