Guest Services Agent Resume Sample
Sarah Ondricka
8632 Cristobal Pike,
Los Angeles,
CA
+1 (555) 701 9561
Work Experience
Senior Guest Services Agent
11/2016
-
PRESENT
Los Angeles, CA
- Assist in the coordination and blocking of rooms for incoming group and tour
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner. Respond to all dispatch calls and log and track accordingly
- Facilitate guest arrival including greeting, check-in, issuance of keys and confirmation of reservation details
- Perform guest check-ins both behind the front desk as well as on a mobile device in the lobby based on business levels and needs
- Facilitate guest departure including transportation assistance, settling of any guest folios and ascertaining guest satisfaction upon check-out
- Handle incoming in-house and direct calls to the hotel
- Handle all guest issues and feedback tactfully and efficiently, ensuring prompt resolution for the guest as well as effective internal follow up
- Anticipate guest needs and wishes to both avoid potential glitches and provide the guest with a seamless luxury experience with the utmost discretion
- Handle reservation calls as needed
Guest Services Agent
01/2011
-
06/2016
Chicago, IL
- Review New SOP Board and Memo Board daily
- Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it’s also a lot of fun!
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- A valid BC Driver’s license with a clean record is required
- Drive standard is MANDATORY
- Class 4 drivers’ license is required
- Knowledge of Whistler area is an asset
- Valid, clean driver’s license
- Integrity - We do the right thing, all the time
Sb-hotel Guest Services Agent
12/2003
-
08/2010
Boston, MA
- Now - We operate with a sense of urgency and discipline
- Administer a variety of end of day reports, back-ups and tasks, as requested
- Handle cash, traveler’s checks and credit cards in a safe and accurate manner
- Welcome guests and ensure efficient guest registration and check out; assist with their luggage to their room
- Prepare room key and assign room to guest
- Post all necessary charges to guest accounts
- Answer incoming calls and respond to guest inquiries
- Comply with established cash handling procedures
- Serve as the hotel liaison with hotel and non-hotel attractions, facilities, services, and activities
Education
Johnson & Wales University
1998 - 2003
School's Degree in Hospitality
Professional Skills
- Excellent grooming and presentation skills
- Excellent oral communication, hospitality, and reception skills
- Basic math and simple accounting skills are used frequently
- Experience: Telephone marketing/sales experience
- Demonstrated experience handling cash and balance transactions
- Use your influencing skills to upsell products and services to maximize our sales revenues
- Hotel, hospitality or customer service experience (face-to-face customer service experience is critical in this role)
How to write Guest Services Agent Resume
Guest Services Agent role is responsible for software, government, retail, credit, training, database, security, compensation, reporting, insurance.
To write great resume for guest services agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Agent Resume
The section contact information is important in your guest services 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 Services Agent Resume
The section work experience is an essential part of your guest services 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 services 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 services agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Agent resume experience can include:
- Possessing strong written and verbal communication skills
- Detail and customer oriented, timely, good verbal communication skills,
- High volume customer service skills
- Ensuring the seamless movement of guests in and out of the hotel and providing an elevated guest experience throughout the guests’ stay
- Addressing and documenting guest experiences in a daily duty-log
- Proven ability to focus attention on guests needs, remaining calm and courteous at all times in a demanding and fast paced environment
Education on a Guest Services Agent Resume
Make sure to make education a priority on your guest services 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 services 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 Services Agent Resume
When listing skills on your guest services 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 services agent skills:
- Whenever possible to anticipate guest’s needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner
- Proven skills with the ability to manage multiple priorities and deliver results in a fast-paced environment
- Highly collaborative with strong interpersonal skills
- Effectively solve problems and make decisions in a personable and
- Sustained and proven experience in a five-star, high volume environment
- Use your upsell skills in order to maximize our sales revenues
List of Typical Experience For a Guest Services Agent Resume
1
Experience For Senior Guest Services Agent Resume
- Able to speak freely and warmly, engaging clients and guests while efficiently checking them in at the Reception Desk or escorting them to their destination
- Are responsible for the correct handling and answering of all incoming phone calls, both internal and external
- To provide parking options and safely parking any valet vehicles
- Maintain cleanliness of lobby lounge seating and tables being used for cafe and hotel guests
- Process guest check-in and check-out, and collect rent money in accordance with established procedures including accountability for daily collection processing
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform
- Be able to explain features of the guest room including operation of radio, television, telephone, in-room movie system, etc
- Conduct overall room appearance site inspection and work with Building Operations to maintain facilities
- To actively participate in the Chateau Whistler’s environmental program and department specific initiatives in working towards sustainable operations
2
Experience For Wp-guest Services Agent Resume
- Monitor rooms’ inventory to assist in maximizing rooms’ revenue
- Take In-Room-Dining (room service) orders
- Agents are scheduled for 32-40 hours per week depending on variable business levels
- Posts charges such as room, parking, food, liquor, or telephone, to ensure collection of revenue
- Use your unique personality to bring the Light & Warmth of Hospitality to the Front Office
3
Experience For Sb-hotel Guest Services Agent Resume
- Able to work in all weather conditions including snow and sunshine,
- Able to work a flexible schedule including weekends and holidays,
- Each shift, balance cash drawers, credit card receipts, direct bills and all other incoming payments
- To provide a personal service to all the guests, fully aware and following the hotel standards and procedures
- To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager
- Work in a fast paced and multi-functional team environment
4
Experience For Japanese Guest Services Agent Resume
- Enters wake-up call requests into PBX system
- Answers phones and relays messages to guests and employees. Directs telephone calls, internal and external, to the proper party
- Transports guests in complimentary shuttle as needed
- The Guest Services Agent is responsible for opening doors for clients or personnel, room deliveries, handling luggage for clients, and special deliveries or errands
- Be knowledgeable of local area including dining, pharmacies, churches, and shopping. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, etc
- Proficient in the English and Japanese language (verbal & written), third language is an asset
5
Experience For Night Guest Services Agent Resume
- Proficient in the English and Japanese languages (verbal & written), third language is an asset
- Checks guests into PMS system and obtains credit for the stay
- Maintains guest’s folios and checks guests out of PMS system
- Send apology and service recovery when issues do arise and be an advocate for the guest
- Communicate excessively with other team members to ensure guest’s stays are perfect
- 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
- Stock and inventory retail space as needed
- Reports to Operations Manager
6
Experience For Overnight Guest Services Agent Resume
- Physical Aspects of Position
- Flexibility is key, the ability to take on new tasks and adapt to changes in daily schedule
- Having a thorough understanding of the companies emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency
- Adhering to Hospitality signature look and culture of client
- Work in all weather conditions including snow and sunshine
- Keep records of room availability and guests’ accounts, manually or using computers
7
Experience For Intercontinental Milwaukee Guest Services Agent st & nd Shift Resume
- Confirm following day’s departures
- Responsible for key control and preparing bank audits
- Provides a warm welcome and assists guests’ according to Fairmont Hotels & Resorts Brand Standards
- Act as way-finders and hospitality services resource for all guests
- Memorize Concierge FAQ‘s and speak knowledgably about the building, surrounding areas, transportation, local restaurants, and San Francisco ‘happenings’
8
Experience For Guest Services Agent Temporary Resume
- Flexibility schedule to include mornings, midday, evenings, weekends and holidays
- Assist guests and find ways to resolve issues; follow up on guest reviews for potential service recovery
- Experience with office equipment such as multi-line phones, copiers, fax as well as a basic experience with Microsoft’s Word, Excel, and Outlook is required
- Guest Service/Customer Service experience
- Enrolls new Fairmont President’s Club members and updates certificate maintenance when applicable
- Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
- To be exceptionally knowledgeable of all hotel related information including; hours of operation, promotions, menu selection, meeting facilities, guest room and rate structuring and current availability
- To maintain a clean and professional appearance on the front door at all times
9
Experience For Seasonal Guest Services Agent Resume
- Maintain property cleanliness so as to present the property in it’s best possible condition to guests, owners, and other visitors at all times
- Always provide our guests with information or help with any other issues
- Are responsible for the Business Centre, where our guests can make use of computers, fax and printer
- Flexible and long hours sometimes required, weekends and evenings required
- Deliver baggage to and from guest rooms as assigned
- Deliver sundry items, mail, packages, laundry, etc., to guest rooms on request
- Transport passengers to and from the airport when necessary
- Perform room changes as assigned
10
Experience For Guest Services Agent Mandarin Speaking Resume
- Check in turnaround bus drivers
- Check in overnight groups when necessary
- Communicate hotel facility and general information to guests as necessary
- Provide Service as required ( greet guests and open doors )
- Park, retrieve and push/pull guest vehicles
- Knowledge of keyboard and ticket system
List of Typical Skills For a Guest Services Agent Resume
1
Skills For Senior Guest Services Agent Resume
- Previous customer service experience with a proven willingness to go the extra mile in order to exceed guest expectations
- Basic computer skills and knowledge of office technology / equipment
- A passion for contributing to and enhancing guest experiences
- Experience living in Lewis & Clark’s campus housing
- Provide a warm and welcoming check in/out experience for every guest, every time
- Provide a warm and welcoming check in/out experience
- Equivalent experience in a customer service, cash handling and/or leadership role is also acceptable
2
Skills For Wp-guest Services Agent Resume
- Experience working in the hotel environment
- Experience working as a Lewis & Clark resident assistant
- Good understanding of the hotel and hospitality business
- Telephone marketing/sales experience
- One year related experience and/or training in the ski resort industry,
- Operate the Hotel’s main switchboard and dealing with guests enquiries over the phone
3
Skills For Sb-hotel Guest Services Agent Resume
- Ensure an efficient reception experience for Guests, including check in/out, and complete night audit procedures
- Experience in a 5 star environment
- Proven the ability to follow up on issues and address
- Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service
- Operate telephone switchboard station
- Demonstrate comprehensive knowledge of Front Office procedures and the property management system
- Prepare check in packets prior to guest arrival including key organization and creation of electronic key codes
- Front desk experience an asset
- Demonstrate to guests use of the Saflok Key System
4
Skills For Japanese Guest Services Agent Resume
- Two years of experience in a service industry, preferably in the hospitality industry
- Maintain good interpersonal relations with guests and co-workers
- Experience in hospitality industry in similar position, luxury property preferable
- Experience in Front Desk in the hospitality industry
- Valid driver’s license for the applicable state with no infractions
- Customer service experience,
- Education in Hospitality Management or similar is an strong advantage
- Experience in hotel reception
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions etc
5
Skills For Night Guest Services Agent Resume
- Track record of initiative, integrity and good judgement
- Demonstrate Fairmont/ Le Club Accor Hotels Values in all guest interactions
- Experienced user of Opera
- Previous experience as a receptionist in a 4-5 star hotel
- Ensure every guest is greeted with enthusiasm and has a memorable experience
6
Skills For Overnight Guest Services Agent Resume
- Previous Front Office and/or Hotel experience
- Experience in a similar role within a hotel environment
- Experience with OPERA property management system
- Gaining an understanding of the company culture, key areas of activity and creating “transparency” by serving as an extension of the Firm
- Gaining an understanding of the client culture, key areas of activity and creating “transparency” by serving as an extension of the client
- Providing the highest standard of customer service, striving to go extra mile by being Intuitive, Refined and Engaging
- Using proper telephone etiquette when answering and transferring calls
7
Skills For Intercontinental Milwaukee Guest Services Agent st & nd Shift Resume
- Being prompt in delivering or collecting guests’ luggage, or in any guest assistance
- Following up with all guests and departments concerning any open issues
- Taking reservations & maintaining guest accounts
- Completing daily reports, including night audit reports
- Handling on-floor guest activities and being able to identify VIP guests
8
Skills For Guest Services Agent Temporary Resume
- Having a thorough knowledge of all services offered by the hotel and its dining facilities
- Meeting business operation goals and expectations
- Managing work time with minimal supervision
- Providing customer service to diverse guests
- Providing check-in/check-out services to guests
- Willing to go the extra step to ensure guest satisfaction
- Posting room charges and incidentals
9
Skills For Seasonal Guest Services Agent Resume
- Assisting with all guest enquiries
- Reporting of issues as they arise
- Troubleshooting a wide variety of requests and situations, both for guests and for members of the Firm
- Building/Campus/Area information center
- Interacting daily with guests and homeowners – both in person and over the phone
- Communicating requests to the appropriate internal support departments
- Ensuring clear, complete and legible information is taken from our guests and is forwarded to the appropriate department to satisfy their requests
- Possessing a proficient level of written and spoken English
- Entering guest data into computer, including posting miscellaneous charges and entering wake-up call requests into PBX system
10
Skills For Guest Services Agent Mandarin Speaking Resume
- Troubleshooting a wide variety of requests and situations
- Handling guest enquires
- Maintaining current knowledge of resort’s outlets, products, services, amenities
- Provide GSA’s mentoring, training, coaching and regular feedback to help manage conflict, improve employee engagement and guest’s satisfaction
- Work over a seven day period with shifts ranging morning and evening on high demand periods
- Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
List of Typical Responsibilities For a Guest Services Agent Resume
1
Responsibilities For Senior Guest Services Agent Resume
- Previous Opera experience an asset
- Valid Driver’s License and ability to pass Lewis & Clark’s driver requirements
- Experience as a Guest Service Agent in a 5 Luxury Hotel
- Demonstrated ability of interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company
- Computer experience required, with a specialization in a reservation or property management system and Microsoft Office
- Providing guests assistance with maintenance or repair needs in the residence halls
- Informing guests about Lewis & Clark safety and emergency procedures
- Conducting nightly rounds inside and outside the residential buildings
2
Responsibilities For Wp-guest Services Agent Resume
- Maintaining the attractive, neat appearance of the Lobby area, where applicable
- Assists with the coordination and scheduling of office/building maintenance activities including: luggage storage, lost & found and umbrella management
- To assist and support in achieving Hotel and Departmental goals and objectives including SPG, GuestVoice and LRA
- Committed to increase revenue through up selling hotel transportation and cross selling the hotel outlets
- Assist guests arriving and departing the hotel through the check-in and departure process
- Assist in achieving Front Office goals such as upselling, loyalty enrolments and Guest Satisfaction scores
- Efficiently process arrival and departure guest accounts, maintaining compliance with Starwood security, billing and hotel credit procedures
- Be knowledgeable of hotel facilities and services, promoting them to guests and adopting innovative ways to up-sell additional services
- Assist guests arriving and departing the hotel though the check-in and departure process
3
Responsibilities For Sb-hotel Guest Services Agent Resume
- To share daily activity highlights with the manager including internal and external guest opportunities
- Always greet guests in a friendly and professional manner according to Hotel’s standard
- Responsible for a cash float throughout the shift and ensuring it balances correctly at the end of shift
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash
- Maintains an orderly shift log of all Bellstand activities including check-in, check-out, deliveries, luggage storage, mail and message deliveries
- Check registration (folio) cards for completeness, accuracy, and legibility. Maintain accurate cash sheet. Responsible for cash drawer balancing
4
Responsibilities For Japanese Guest Services Agent Resume
- Lock and secure area if leaving the front desk, even if it is for a moment! Create incident reports for guest injuries / issues when required
- Use proper two-way radio etiquette at all times when communicating with other associates
- Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest inquiries
- Ensure each guest receives a warm & welcoming reception
- Ensure each guest receives a fond farewell according to company standards
- Provide quality service to Guests by responding to their requests promptly and efficiently, in line with standards established
- Flexible hours including overnights
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standard
- Provide high quality service to guest according to brand standards and that policies and procedures are consistently applied
5
Responsibilities For Night Guest Services Agent Resume
- To serve food and beverage orders according to the established service sequences and procedures, in the Departmental Operations Manual
- Passionate about coaching others
- Familiar with Lewis & Clark Undergraduate Campus facilities, including the residence halls
- Adhere to any and all policies of THE TENNESSEAN Hotel and Benchmark Global Hospitality (including the Appearance Standards Policy)
- Friendly, outgoing demeanor and enthusiasm for the job
- Answer all incoming phone calls to office and transfer to appropriate department
- Provide concierge service for all guests with restaurant, shopping and attraction information
6
Responsibilities For Overnight Guest Services Agent Resume
- Bonuses for achieving revenue goals
- Inform our guests of all the extraordinary activities Queenstown and the surrounding region has to offer
- Handle all guest requests promptly, taking personal accountability to ensure guest satisfaction
- Have complete understanding of the Starwood loyalty program and be able to confidently promote this to guests and answer any questions
- The business of running a hospitality and guest services operation on a college campus
- Use computer to process reservations via telephone and/or walk-in's, adhering established Customer Service Standards
- Work closely with all members of the Front Desk team, communicating all necessary information
- Be familiar with the role during hotel emergencies, medical emergencies, and the use of incident reports and Logbooks
- · Comprehensive on the job training
7
Responsibilities For Intercontinental Milwaukee Guest Services Agent st & nd Shift Resume
- Speak using clear and professional language
- Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up
- Verify/adjust billing for guests
- Communicate to appropriate staff when guests are waiting for an available room
- Coordinate with Housekeeping to track room status and guest concerns
- Count and secure bank at beginning and end of shift
- Discount on dining at Marriott Properties
- Discount on dining at our managed properties
- Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s
8
Responsibilities For Guest Services Agent Temporary Resume
- Be at the forefront of the company working in a fast-paced, dynamic environment as the go-to person for our guests and occasionally our owners and local staff
- Offer bell assistance to guests
- Never say a guest’s room number out loud
- Maintain security and safety of The Inn, Inn property, guests, guests’ property, and fellow team members
- Consistently stand throughout shift
9
Responsibilities For Seasonal Guest Services Agent Resume
- As colleague FPC Champion, ensures our Fairmont President Club Members’ reservations are in order and members’ expectations are met
- Greets, registers, and assigns rooms to guests
- Maintain adequate supplies at each front desk station
- Issues room key and escort instructions to Bellperson
- Maintain updated registration and key files at all times
- Keeps records of room availability and guests' accounts
- Makes and confirms reservations
- Assist in reservations or PBX as needed or able
- Deal with guest queries and guest feedback in a genuine and professional manner
10
Responsibilities For Guest Services Agent Mandarin Speaking Resume
- Inform our guests of all the extraordinary activities Queenstown and surroundings has to offer
- Balance their cash drawers
- Resolves complaints to the guest’s and KMR’s satisfaction. Anticipates and answers guest’s questions as needed
- Read, write, speak, and comprehend English language proficiently,
- Check in and checkout of hotel guests
- To welcome guests to the Hotel, answer guest questions and resolve guest problems
- Listen and respond promptly to guest inquiries and/or complaints in an appropriate manner
- Seek opportunities to upgrade or sell additional services to guests
- Knowledgeable and well-connected in the hotel industry
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