Guest Services Executive Resume Sample
Romaine Hermiston
579 Hessel Centers,
Phoenix,
AZ
+1 (555) 556 6403
Work Experience
Guest Services Executive
10/2016
-
PRESENT
Detroit, MI
- Prior experience in a multicultural environment
- Well versed with UAE immigration laws and Familiar with online immigration systems
- Proficient user of MS Office Applications (Microsoft Word, Excel, PowerPoint and Outlook) and Internet Explorer
- Strong communication skills – verbal and written (English)
- Preferably an Arabic language speaker
- Would be an advantage if familiar with HRMS Oracle system
- Give a warm welcome to guests on arrival to Executive Club and register them as well as issuing room keys in the appropriate welcome booklet
Guest Services Executive, Club Executive
02/2014
-
07/2016
Chicago, IL
- Prepare registration cards for the next day’s arrivals
- Arrange ‘Meet & Greet’ service with the Drivers
- If ‘Meet & Greet’ service is to carried out, report to the Porch with the registration card and welcome pack for the arriving guest
- To be knowledgeable of hotel fire and emergency procedures
- To comply with Company Health and Safety, and Fire Regulations and procedures
- To undertake any other reasonable request as directed by a member of the Management Team
- Follow the Hotels Grooming policy and present a professional and well- groomed appearance at all times
- Work under supervision, polite and helpful to both colleagues and guests, receptive to feedback, good communication skills, friendly, enthusiastic and a willingness to learn
Guest Services Executive, Reception
02/2007
-
10/2013
Phoenix, AZ
- Possess a positive, motivated, friendly, trustworthy outlook whilst on duty
- Comply with all Human Resources company policies regarding timekeeping, requests for time off, sickness and absence policies, and conduct policies
- Take advance payment guarantee on check-in for all guests according to the Resort’s Credit Policy
- To provide all guests with a friendly, efficient and informative service at all times in the Executive Club assisting guests with any Front Office related queries as well as serving food and beverages to guests during the day and the Food & Beverage presentation timings by ensuring that customer’s expectations are consistently exceeded
- Make sure that all arrival guests are served refreshments / towel on arrival
- Lobby Presence and guest escort
- Prepare amenities for arrivals and guest in house
- Provide personalized check in to all VIP guests
Education
Southwest Minnesota State University
2002 - 2006
School's Degree in Hospitality Management
Professional Skills
- Previous experience working within guest service
- Contact regular guests through ‘Experience Planner’ and create an itinerary according to bookings requested
- 2- preferably 2 years of experience
- Previous experience within a spa environment
- Experience in the similar role
- Inspect the rooms of all VIP and suite guests prior to their arrival at the hotel. Update and maintain guest history files
- Written communication skill is appropriate for the needs of position
How to write Guest Services Executive Resume
Guest Services Executive role is responsible for events, retail, finance, credit, training, auditing, security, immigration, database, languages.
To write great resume for guest services executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Executive Resume
The section contact information is important in your guest services executive 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 Executive Resume
The section work experience is an essential part of your guest services executive 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 executive 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 executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Executive resume experience can include:
- To operate copy/fax/scanner machine when necessary
- To offer guests an enjoyable, expertly served experience
- Adhering to Jumeirah Guiding Principles and Hallmarks
- Pleasing personality and out-going personality
- Understanding & Assessing Self
- Influencing & Communicating
Education on a Guest Services Executive Resume
Make sure to make education a priority on your guest services executive 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 executive 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 Executive Resume
When listing skills on your guest services executive 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 executive skills:
- Good interpersonal and communication skills previous Experience in Fidelio/Opera
- Demonstrate commitment to the development and implementation of the Quality Management System and continual improvement of its effectiveness
- To sell Gift Vouchers/ Class Tokens or Personal Training Sessions in a efficient and effective manner
- To attend to guests needs in an efficient and effective manner
- Good command of English (both written & spoken)
- A very good knowledge of our regular guests & their preferences
List of Typical Experience For a Guest Services Executive Resume
1
Experience For Guest Services Executive, Club Executive Resume
- Willing to relocate to 4 months to Dubai, UAE
- Takes responsibility for identifying and meeting customer needs
- Ensure the checking of expiration dates and that all perishable garnishes are stored and recorded in designated storage area
- Listens actively and process information before responding
- Communicates verbally in clear and concise manner using English
- Follows standard operating procedures and policies
- Ensure that direct cash payments from guests (i.e. for transportation, tours, purchases etc.) are handled correctly and according to the procedures in place
- Ensure that the concierge float is accurately accounted for at the beginning and end of your shift
2
Experience For Guest Services Executive, Lobby Resume
- Assist the transport department on bookings, replying emails, reply to the transport duty mobile and prepare the transport movement sheet if required
- Use guest’s name at appropriate times during a conversation
- To participate in any scheduled training programs
- Work to achieve the departments objectives in order to achieve targets and KPI’s (Sirius/Up selling etc.)
- To attends all the training subjects to the service colleagues and follows all rules and policies of the hotel
- Adheres to company and departmental grooming standards
- Update all information given by guests on the Registration Card on check-in into the system making sure that all required information has been provided
- Adhere to Jumeirah International’s Guiding Principles and Hallmarks
3
Experience For Guest Services Executive, Reception Resume
- Updates and maintains all guests’ history files
- Ensures that the different areas are manned appropriately
- Prepare the tea and coffee service after the happy hour
- Clean up any accident that might have occurred immediately
- Check on daily Food & Beverage requirements for store requisition
- Print out reports for club executive guest and attach to the consumption sheet after every buffet set up
- Secure all requisition items from food, beverage and general store for use in the Club Lounge
4
Experience For Guest Services Executive, Executive Lounge Resume
- Responsible for daily Beverage inventory
- Maintain Hygiene standards in the department
- Maintain a complete knowledge of cocktails, beverages and wines to advise the guests and colleagues when necessary
- Inform Manager/ Assistant Manager of any stock losses, problems or unavailable items
- Coordinate with Stewarding to ensure equipment and bar area is kept hygienically clean and tidy at all times and sufficient glassware is available for the levels of business
- Control and rotate stock
- Comply with the Resort’s health, safety and hygiene procedures and products
- Takes ownership and follows through customer requests
5
Experience For Guest Services Executive Resume
- Greets the guest before the guest greets them
- Accepts direction willingly and supports manager’s decision
- Follows safe and healthy work practices
- Thinks creatively to identify solutions
- Offers alternatives where appropriate
- Is honest and sincere in dealings with customers and colleagues
- Treats all colleagues and customers with respect and does not discriminate against others
- Says what they mean and means what they say
6
Experience For Guest Services Executive, Club Executive Resume
- Values differences within the team
- Ensure that all guest queries and requests for information are handled efficiently
- Be well informed at all times about any information that might be useful to the guests (i.e. events in town, new restaurants and bars, sports and sightseeing etc.) and to pass the knowledge on to the team
- Work in a shift rotation basis, AM, PM and Night
- Ensure that newspapers are delivered to the guest rooms in a timely manner and that deliveries are recorded and charged correctly
- Makes restaurant reservations for guests at the hotel’s restaurants – either via the Reservations Office, or directly with the Restaurant
- Be aware of all in house entertainment schedules, location and timings of local events and advice guest accordingly
- Ensure the safe storage and records of all outside pick-up items
- Recommends Jumeirah restaurants outside the hotel when requested by the guest, and make reservations as necessary
7
Experience For Guest Services Executive, Lobby Resume
- Assist with delivery and collection of group luggage
- Actively promote an awareness of customer requirements throughout the department
- Ensure appropriate communication processes are established
- Introduces guests to the hotel’s Loyalty Club Program
- Assists bell staff with luggage delivery when required
- Assist the transportation department with their daily operation
- Update all notice boards and information files regularly
- Oversee that all vouchers of outside companies used at the Concierge Desk are correctly filled out and all necessary details entered for proper processing by the Finance Department
8
Experience For Guest Services Executive, Reception Resume
- Be aware of the departmental budget and control the expenses accordingly
- Ensures that departmental stationary supplies are maintained at the required stock level at all times and re-order as necessary
- Attend regular departmental communication meetings
- All individual personalized check in and check out of guests
- Act as an information resource by being well informed and aware of all activities and events happening within the resort as well as other JI properties and throughout Dubai
- Proactively seek to maintain up-to-date product knowledge about Madinat Jumeirah as well as other Jumeirah International units and Dubai
- To be aware about UAE customs, history and culture
- Make bookings for guests for air-tickets, restaurants, tours, golf or as requested by guests and liaise with the respective companies and other JI Properties
- Record any bookings, deliveries/pick-ups on the applicable forms
9
Experience For Guest Services Executive, Executive Lounge Resume
- Keep the Concierge Desk stocked with magazines, brochures, leaflets, maps, guides and a range of information that are of interest to guests
- Actively sell and promote the resort’s facilities first, then refer guests to other Jumeirah International properties and only suggest other hotels/restaurants, if suggestion cannot meet the guest’s request
- Coordinate the collection, delivery and storage of luggage with the Bell Attendants, and ensure all info is recorded
- Maintain an awareness of relevant JI and MJ SBSs and ensure these standards are delivered on a daily basis
- To ensure that all copies that are scanned and sent are clear, visible and on JPEG format
- To keep the Manager on Duty informed of any changes, difficulties faced with the operations of the system
- To check all passport copies bear the issue date and expiry date, if not then to report it to the Shift Leader or Duty Manager
- Keep record of passport copies of regular guests
10
Experience For Guest Services Executive Resume
- Print a guest in-house report at the end of each shift if time allows and balance against the CID report system
- Process room moves, which have been done in the opera also in the CID report
- Introduces guests to the hotel’s Loyalty Club programme
- Minimize rebates and ensure that they all have sufficient justification, back-up and
- To process a booking for the guest by using Baron Booking System, Fidelio or Membership Database in order to have detailed information in the guest’s header
- To control entrance to the spa by recognizing Resident Guests/Members or colleagues by keeping the same area free of traffic
- To ensure that at all times, an up-to-date selection of booklets, guides, maps and brochures for tourists and business travelers are available
List of Typical Skills For a Guest Services Executive Resume
1
Skills For Guest Services Executive, Club Executive Resume
- Good knowledge of OPERA (PMS) front office application and as well as MS Office applications
- Good knowledge in OPERA (PMS) is essential
- Embedding an Accountability Culture
- Filling regular cards, & Follow ups on the guest payments
- Booking Marhaba, Ahlna, Majlis and VIP Lounge if requested
2
Skills For Guest Services Executive, Lobby Resume
- To process a booking for the guest by using Baron Booking System, Fidelio or Membership Database in order to have detailed information in the guest's header
- Complete cleaning, opening & closing tasks as detailed on the checklists and as instructed by senior colleagues
- Undertake opening, closing & cleaning tasks as detailed on checklists
- To ensure that opening/day/closing checklists are followed at all times
- To print out all necessary reports for Spa Manager for morning Excom Briefing on a daily basis
3
Skills For Guest Services Executive, Reception Resume
- Check guest room number during Pre-Dinner Canapés according to in-house –EC report
- Assist in the stocktaking of beverages and operating equipment
- Deals with outgoing guest mail – ensuring that where necessary, charges are correctly raised and passed to the Reception Desk
- Make sure proper handling and update on the Wild Wadi ticketing is run
- Ensure that all colleagues have a complete understanding of and to adhere to the hotel's policy relating to fire, hygiene, health and safety and security
- Control the safe keeping and recording of guest airline tickets etc
4
Skills For Guest Services Executive, Executive Lounge Resume
- Upon checking that a guest has checked out and is not on the rooming list then to check him out of the CID system
- To keep Reception Stationary/Main Store (reception area) fully stocked at all times (including any Spa Collaterals at the reception desk)
- To deal with billing transactions through Fidelio, room charge and city ledger
- To handle guests complaints (directly or over the phone) using proper etiquette and professionalism
- Always project smiling, helpful and friendly attitude towards colleagues and guests
5
Skills For Guest Services Executive Resume
- Attend trainings as per the department training plan
- Assist department objective in order to achieve targets (Sirius/ Up selling etc.)
- Ensure the Special of Lounge is input into each reservation coming in for the Club Lounge
- Ensure that all stock is established as per par levels and stored according to JI Food Hygiene Standards
- Proactively identifies and willingly accepts responsibility for solving problems
- Ensure that all information in Opera Telephone Book on restaurants, bars, airlines, shopping malls and hotel facilities, are kept up to date at all times
6
Skills For Guest Services Executive, Club Executive Resume
- Ensure that complaints are attended to promptly and handled in a professional manner according to Jumeirah standards
- Assist the Transportation department handling the duty mobile, guide the drivers and control the transport movement
- Receives incoming packages/letters/documents for in house guests – record their acceptance and arrange delivery to the recipient in a timely manner
- Ensure that guest messages, faxes etc. are being recorded properly and delivered to the room in a timely manner
- Ensure that the ‘Miscellaneous Charge Vouchers for transportation and Marhaba charges are accurately inventoried for the purpose of night auditing
- Maintain in-depth knowledge about the area sites, tours, restaurants surrounding countries and assign the work to the Bell Attendants as required
- Accept letters and postcards from guests for mailing and sell stamps as requested
- To comply with the hotel’s health, safety and hygiene policy and maintain high grooming standards
- To check all incoming messages from CID office on a daily basis and report it to the Front Office Coordinator for appropriate action and replies
7
Skills For Guest Services Executive, Lobby Resume
- To introduce guests to the Hotel’s Loyalty Club Programme
- To meet & greet guests and members courteously
- To schedule treatments, packages or facilities use reservations for guests with accuracy and consistency
- To be responsible for layout and presentation of the reception area
- To introduce guests to the Hotel's Loyalty Club Programme
8
Skills For Guest Services Executive, Reception Resume
- Actively sell and promote the resort’s facilities first, then refer guest to other Jumeirah Properties and then only suggest other hotels if we cannot meet guest requested
- Assists the GSM with handling the Jet.Connect e-mail accounts and actions guest’s requests
- Knowledge of basic Microsoft Office Applications as well as Front Office Applications (Opera and Hotsos)
- 1- Secondary Education or higher
- 3- Fluency in written and spoken English
- 4- Knowledge of basic Microsoft Office applications
9
Skills For Guest Services Executive, Executive Lounge Resume
- Manage various tasks/projects
- Verbal / Written English fluent
- Able to work both evenings and mornings
- Male or Female between 22-30 years old
- Knowledge in beverage and cocktails
- Knowledge of the Premier Day Spa system
- A college diploma or equivalent
- Additional language is highly desirable
10
Skills For Guest Services Executive Resume
- Currently active Jumeirah colleague
- Prepare special letters (i.e. Birthday, Anniversary, Honeymoon etc) and welcome letters for all VIP guests
- Computer literate in MS Office Application
- Assist other Hotel Front office Operation (Main Reception/Guest Relations) whenever required
- Update corporate boardroom calendar and reservations. Also organise any meeting room space and full arrangement required outside i.e. in other SBU’s by Chief Officer’s Offices
- Provides admin support to the corporate HR as required
List of Typical Responsibilities For a Guest Services Executive Resume
1
Responsibilities For Guest Services Executive, Club Executive Resume
- Seeks first to understand & then to be understood
- To serve in an unobtrusive and professional manner
- Hospitality Management Graduate
- Proactively assists customers
- Never say No to the guests
- Uses positive body language
2
Responsibilities For Guest Services Executive, Lobby Resume
- Personal presentation reflects positive & professional image
- Assists others willingly
- Portrays self confidence
- Ideally from Port Soller
- Attend meetings and briefings
3
Responsibilities For Guest Services Executive, Reception Resume
- Logs and keeps the immediate supervisor fully informed of all challenges, negative feedbacks or unusual matters of significance
- Identify and anticipate guest’s needs and assist in any possible way
- Prepare next day's VIP arrival list, along with amenities requisition and check the previous night's no shows and pull out amenities accordingly
- Prepare and distribute the daily guest amenity list, Guest remarks and feedback report
- Knowledge of treatments
- Opera System Knowledge
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