Guest Services Representative Resume Sample
Rupert Keeling
141 Bianka Avenue,
Boston,
MA
+1 (555) 565 3254
Work Experience
Lead Guest Services Representative
01/2016
-
PRESENT
Philadelphia, PA
- Ascertain guest’s needs. Take appropriate action or provide appropriate information, direction, transporting and escorting as requested and according to established policies and procedures
- Age or above. Non – Gaming property
- Handle cash, traveler’s checks and credit cards in a safe and accurate manner
- Reports to Guest Services Manager
- Position requires a strong customer service focus, strong communication skillsand a positive attitude
- Follow good cashiering habits, perform a variety of account postings, guest settlements, and balance all work done at shift’s end
- Create, confirm, and cancel reservations for members, owners, and guests
Guest Services Representative
07/2012
-
09/2015
Houston, TX
- Enters correct booking information required for a reservation. Verify guest name, address, phone number, email and account numbers accurately and efficiently
- Communicate with other departments for special requests or needs
- Answer and direct incoming telephone calls in an accurate, efficient and professional manner
- Responsible for counting owner usage
- Responsible for updating Exchange reservation information
- Conducts pre-arrival calls, as directed
- Enter service request tickets, dispatch housekeepers and engineers using radios, and follow up with guest to ensure satisfaction within established time frames
- Communicate with all internal departments including PBX, Housekeeping, Engineering and Security, as needed, via telephone and email
- Exceptional time management, organizational, and follow-up skills
Slots Guest Services Representative
07/2006
-
06/2012
Philadelphia, PA
- Outstanding people skills and positive attitude
- High-energy, with the ability to work in a fast-paced environment
- Basic computer skills and knowledge of other office equipment
- Answer inbound calls and email assisting Guests, providing impeccable Guest service
- Contact Guests via outbound calls as instructed by supervisory staff
- Identify and resolve issues that impact our Guests’ experiences
- Cleans, dries and folds linen, terry, blankets, bedspreads, mattress pads and shower curtains using proper procedures and checklists
- De-stains items and retires items as necessary with approval from management
Education
Indiana Wesleyan University - Kokomo Campus
2001 - 2006
School's Degree in Computer
Professional Skills
- Excellent listening and conversation management skills
- Think independently, make decisions and demonstrate problem-solving skills
- Strong knowledge of basic computer skills including Microsoft Office - Word, Excel, Outlook
- Self-motivated and demonstrate positive interpersonal skills
- Excellent communications, attention to detail, and organizational skills
- Excellent organizational, written and verbal communication and interpersonal skills
- Strong analytical skills and willingness to learn
How to write Guest Services Representative Resume
Guest Services Representative role is responsible for computer, basic, general, software, lotus, microsoft, organization, communications, credit, retail.
To write great resume for guest services representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Representative Resume
The section contact information is important in your guest services 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 Services Representative Resume
The section work experience is an essential part of your guest services 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 services 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 services representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Representative resume experience can include:
- Presents a professional image in dress, hygiene and communications skills
- Assist Guests with general park information, submitting feedback regarding experience, troubleshooting technological difficulties
- Excellent knowledge of and speed on computers, including a variety of Windows software, email and internet
- Maintains excellent working relationships with all hospital staff, management, and departments such as Volunteers, Social Work, and Home Health
- Accurately handle sale of lottery tickets, gift cards, train ride tickets and parking validations as required
- Previous Customer Service or Retail experience
Education on a Guest Services Representative Resume
Make sure to make education a priority on your guest services 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 services 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 Services Representative Resume
When listing skills on your guest services 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 services representative skills:
- Research guest issues effectively and professionally relaying detailed and accurate information to management
- Intermediate computer skills including the ability to navigate multiple windows and online web applications and utilize search tools to find information
- Advance problem solving skills and abilities
- Detail-oriented with great multi-tasking and organization skills
- Demonstrate good sales techniques when dealing with possible sales situations
- Effectively and calmly interacts with irritated or emotional guests and employees
List of Typical Experience For a Guest Services Representative Resume
1
Experience For Seasonal Guest Services Representative Resume
- Delivering on all Simon Service initiatives and delivers excellent service to guests
- Monitors the assigned area and attend to guests needs including jackpot payments, and providing a comfortable experience for guests
- Work independently and adjust to changing priorities and demands associated with a changing environment
- Operate POS to sell tickets, season passes, parking and tickets
- Strong selling background, general mathematical aptitude, computer literacy in applicable
- Cleaning and stocking work areas/transporting necessary supplies
- Processing room charges/posting room charges
- Assisting guests using safe deposit boxes
- Providing accurate, concise way-finding assistance
2
Experience For Slots Guest Services Representative Resume
- Representing Simon to guests by providing high quality, efficient, friendly and energetic service
- Maintaining guest mail, messages and packages
- Balancing clerk/cashier postings, cash and credit transactions
- Filing registration cards, back-up and all related hotel reports and paper documents
- Serving as “Seller” function of the Simon Gift Card program, and/or other payment products
- Sending internal emails
- Responsible for assisting guests with wayfinding and explaining amenities
3
Experience For Lead Guest Services Representative Resume
- Assist in developing and distributing housekeeping reports, special room assignments, coupon issuance
- Answer phone inquiries in a pleasant and professional manner, taking messages and giving proper event/building related information as needed
- Promote, encourage and administer pass sales, processing, printing, mailing, pick-up and all related logistics and policies
- Support the Marketing Staff in building the corporate giftcard program through research, cold calling, mailings, etc
- Some standing and walking required
- Develop a new approach to problems by collecting and analyzing information
4
Experience For Hotel Guest Services Representative Resume
- Develop programs to build incremental personal and corporate gift card sales through marketing efforts and networking events
- Enjoy working with tourists
- Build and enhance relationships with guests by providing high quality, professional communications to 100+ guests per day by phone, email and mail
- Utilize computer based record keeping systems to document all aspects of guest claims and resolutions
- Actively participate in all meetings, training sessions, and activities
- Supply guests with directions and information regarding any local areas of interest, as well as property amenities, services, and hours of operation
- Present resolutions to guests so they understand how important their business is to us and the efforts being made to preserve our relationship with them
5
Experience For Guest Services Representative Work From Home Resume
- Utilize computer based record keeping systems to track all aspects of guest claims and resolutions
- Provide telephone coverage by assisting callers with questions or concerns
- Respectfully and courteously greets each guest using AIDET principles
- Provide accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building
- Maintain a positive working relationship with Levy’s Restaurants to ensure that all needs of our premium guests are met
- Maintain paperwork documentation regarding guest service recovery and till management
- Cope with rapidly changing demands for records (fast-paced work environment)
- Open availability including overnights is required
6
Experience For Buckle.com Guest Services Representative Resume
- Ensure slot machine M life card readers are functioning and document needed repairs
- Maintain safety and cleanliness of assigned area(s) ensuring
- Potential for some shifts to be fulfilled within the Call Center, selling recreation to guests over the phone
- Assists patients by obtaining appropriate, proper care in a timely manner
- Provides clear directions to the appropriate department head, assisting as necessary
- Provides maps and/or verbal directions to department locations, area lodging or restaurants
- Answer telephone calls in a prompt manner and relay telephone calls to the appropriate extension, giving the caller the extension number
- Assists guests with obtaining transportation
7
Experience For Franchised Guest Services Representative Resume
- Understands the workflow of the various departments providing services to patients within the facility and the dynamics of patient-provider communication
- Directs guests to classes and screenings, whether they are in-house or in another building
- Take independent action in solving commonly encountered problems
- Greets guests, answers questions, and be an informational resource regarding guest inquiries
- Utilize season pass and ticketing system to research, refund, and print guest admission media
8
Experience For Guest Services Representative, Tier Resume
- Follow all company policies and procedures, including till management policy
- Spend 100% of his/her time on their feet when providing services to all internal
- 1 shift of shadow training on sales floor
- Work a flexible schedule including primarily weekends and holidays, with the occasional weekday shifts
- Current California state driver’s license with a clean, verifiable driving record
- General working knowledge of computer systems
9
Experience For AIM Guest Services Representative Resume
- Assist Guests contacting the call center via email
- Supports and provides service recovery education and training to achieve service goals
- Keeps well informed of the various types of slot machines in the casino to better assist guests in looking for a particular type of machine or denomination
- Is discreet and conscientious of player requirements for gaming
- Think strategically, problem-solve and make decisions
- Contribute individually, and participate in cross-functional teams
- Be adaptable and deal with frequent changes
- Executes night audit functions. -
10
Experience For Guest Services Representative, EVK Resume
- Maintains all records and access to Guest Safety Deposit Boxes. -
- Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program, and Simon Kidgits Club
- Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Kidgits Club program, Retail products or offerings, other payment products, and / or other mall programs
- Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program, and the Simon Kidgits Club
- Serves as “Seller” function of the Simon Property Group Giftcard program, Retail products or offerings, Ticketmaster, other payment products, and / or other mall programs
- Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Kidgits Club program, Retail products or offerings, and other payment products, and / or other mall programs
- Manages own daily finances of initiatives sold at the Mall Office
- Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Kidgits Club program, Retail products or other payment products, and / or other mall programs
- Serves as “Seller” function of the Simon Property Group Giftcard program, Retail products or offerings, other payment products, and / or other mall programs
List of Typical Skills For a Guest Services Representative Resume
1
Skills For Seasonal Guest Services Representative Resume
- Effectively perform multiple tasks for up to 6 hours at a time
- Computer skills with Microsoft Office and data entry
- Greet and welcome guests, establish rapport, and provide excellent service by answering questions, resolving disputes and adhering to guest requests
- Monitor assigned area and attend to guests needs including jackpot payments while providing a comfortable experience for guests
- Monitor the assigned area and attend to the guest’s needs by responding to jackpots and ensuring a comfortable guest experience
- Be a liaison with drivers, interpreters, gardeners, housekeeping and other Nemours staff to provide, maintain and promote a positive guest experience
- Previous experience in performing basic computer input
- Experience in providing great service to high end clientele in a fast paced environment
- Previous experience in providing great service to high end clientele in a fast paced environment
2
Skills For Slots Guest Services Representative Resume
- Offer to validate parking ticket
- Ensures an outstanding customer experience for patients, families, and visitors
- Experience working as a customer service representative
- Two (2) years of experience in a customer service setting
- Operates elevators in a safe manner and ensure that only guests with proper tickets are allowed access to particular levels
- Demonstrate self-motivation, a positive attitude, and have the ability to work well on a team
3
Skills For Lead Guest Services Representative Resume
- Professional Social Media Management experience
- At least 6 months of hospitality or related experience
- At least 6 months of casino experience
- Previous experience in slot department
- At least 6 months of Slot experience
- Manage and prioritize multiple concerns/questions simultaneously
- Provide a positive experience for all visitors and customers
- Previous customer service or retail experience required
- Partner with and maintain excellent relationships with corporate and field employees
4
Skills For Hotel Guest Services Representative Resume
- Working knowledge of Player Tracking systems
- Training is offered twice during the week and over one weekend
- Being courteous and professional at all times
- Enthusiastically greet and direct guests while performing assigned tasks (i.e. ticket scanning, directing guests to their seats, providing directions)
- Answers phone inquiries in a pleasant and professional manner, taking messages and giving proper event/building related information as needed
- Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program,
- Follows opening and closing procedures at the Visitor Center
- Promptly and graciously answering phone calls and retrieving messages
- Assist in coordination of guest requests with Front Desk, Engineering and Housekeeping Departments
5
Skills For Guest Services Representative Work From Home Resume
- Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper tickets and/or credentials
- Scans and verifies guest’s event tickets using Arena ticketing equipment
- Assist with greeting and directing customers and guests
- Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper ticket/credential
- Research businesses to target for marketing under direction of the Guest Services Manager
- 90 days but has the possibility to become a permanent position depending on business needs and
- Processes sales for admissions, season passes and merchandise utilizing our point of sales computer system
- Arranges for services requested by the guest by working with other departments as appropriate
6
Skills For Buckle.com Guest Services Representative Resume
- Ensures correct filing and updated information in correspondence with paperwork and systems
- Work a flexible schedule: mornings, evenings, swing shifts, holidays and weekends
- Enforce facility policies and procedures - Identify and respond to emergencies according to emergency protocols
- Organize tasks and take meaningful action in solving practical problems
- Assist guests at the front desk when needed by checking them in and out
7
Skills For Franchised Guest Services Representative Resume
- Ensure all payment methods are accounted for and balanced at the beginning and end of each work shift
- Greet guests, answer questions and be an informational resource regarding guest inquiries
- Accurately maintain a cash bank involving company funds
- Verify and ID guests to ensure players are of the legal gaming age
- Maintain control and accountability of all sensitive keys assigned during shift
8
Skills For Guest Services Representative, Tier Resume
- Accurately maintain a cash bank/drawer involving Company funds
- Verify and ID guests to ensure that all players are of the legal gaming age
- Provides accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building
- Maintains a positive working relationship with Levy Restaurants to ensure that all needs of our premium guests are met
- Work flexible hours including evenings weekends and holidays
- Handle challenging customers
- Team player willing to work a flexible schedule
- Highly motivated to satisfy and create lasting relationships with guests
9
Skills For AIM Guest Services Representative Resume
- Check guest’s tickets to ensure guest are in correct seating location
- Data is used in developing appropriate guest history and operational reports -
- Types any miscellaneous memos/correspondences required in the course of performing -
- Works diligently to support The Pinnacle Way, mission statement and guiding principles
- Approaches customers to assist instead of waiting for someone to ask a question
- Extremely customer service oriented, professional, friendly, and willing to pitch in when needed
10
Skills For Guest Services Representative, EVK Resume
- Registers arriving guests and assigns rooms
- Coordinates guest room maintenance work with the engineering and maintenance division
- Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
- Knows and assists with daily activities and meetings taking place in the hotel
- Manages and resolves all guest complaints in a professional and courteous manner in compliance with ICARE training
List of Typical Responsibilities For a Guest Services Representative Resume
1
Responsibilities For Seasonal Guest Services Representative Resume
- Assist in oversight of the management of the Guest Service Center floor to include service, scheduling (early outs and overtime) and ensuring service issues and concerns are passed onto the Guest Service Center Leadership Team
- Serve as an escalation point for challenging inquiry types and complicated situations that arise which could include approving or denying a complementary based on a more thorough player evaluation or collaborating with property personnel for a solution
- Respond to email inquiries, mailed correspondence and other non-telephone customer communications, validating promotions and coordinating customer lodging and entertainment reservation requests
- Provide casino and hotel customers with a clear understanding of each properties features, products and services; always anticipating customer needs and actively listening
- Understands department objectives, standards, and guidelines to achieve effective supervision of department
- Ensures effective communication within the team
- Assist in creating, printing and mailing group information including proposals, mailers, event confirmations, and all other information
2
Responsibilities For Slots Guest Services Representative Resume
- Serves as a liaison to tenants in communicating local marketing initiatives including but not limited to Simon Giftcards and payment product program
- Responsible for meeting and exceeding Guest Services metrics and service expectations when responding to those who make contact with the Denny’s
- Communicate to management any and all occurrences involving staff or guests in the center that require attention or service requests needing a work order
- Assist in receiving and processing all cash groups and birthday orders
- Identify and communicate systemic and reoccurring service issues to departmental, Operations and Training Leaders
- Presents, at all times, a positive view of all of Pinnacles properties when interacting with guests and fellow employees
3
Responsibilities For Lead Guest Services Representative Resume
- Maintain a “Say Yes to the Guest” attitude by providing remarkable guest service
- Assist customers needing assistance through the use of sign language and/or special phone equipment (TDD)
- Responsible for collecting Resort comment cards throughout Geyser Falls and The Beach Club
- Attend Resort marketing meetings as necessary
- Responsible for keeping the group/birthday forms updated and in order
- Displays a caring attitude as well as sensitivity to the needs/concerns of customers
- Acknowledge and greet every patient verbally, with eye contact in a warm and welcoming manner
- Spend majority of his/her time on their feet when providing services to all internal and external customers
- Ensures the protection of the customer’s information and confidentiality
4
Responsibilities For Hotel Guest Services Representative Resume
- Ensures customer requests for reservations and other services are met and confirmed within the guidelines established by management in a timely manner
- Run and analyze a variety of daily reports as determined by the Operations or QA Manager
- Monitor room availability/blocks to ensure full and proper usage of hotel
- To ensure that all hotel and transport bookings are made in a timely manner and are confirmed to the customer. All information is recorded and updated accordingly
- To reconcile statements/invoices against the related expenditure i.e. hotels, transport, stationery etc. using the information held in our systems and resolving any discrepancies as they arise
5
Responsibilities For Guest Services Representative Work From Home Resume
- Preparing Visa invitation letters as requested to the relevant Embassy, following up the process to the Customer and ensuring that all information is documented in the correct systems
- Updating and reviewing or assisting in new Working Instructions for the GSR role in conjunction with other team members and Manager as and when required
- Training new members of GSR staff
- 35-40 hrs per week
- Perform all front-end functions including, but not limited to: cashiering, bagging, running money order machines, electronic payment machines, postal machinery, copies, lottery equipment, Western Union, bookkeeping, etc
- Able to work a flexible schedule (day/hours) including weekends and holiday
- Assist guests with returned merchandise, overrings, and overcharges
- Conduct cashier accuracy audits
- Provide low-level troubleshooting and/or inform store management of problem areas, including: pricing, equipment breakdowns, service levels and standards, personnel problems, etc
6
Responsibilities For Buckle.com Guest Services Representative Resume
- Responsible for representing the Simon brand and St. Augustine Premium Outlets to customers by providing high quality, efficient service
- Provide backup to the Guest Service Manager and Senior Guest Service Manager in his/her absence
- Sell and promote Branson shows and attractions
- Represent Westgate Resorts in a professional manner at all times
- Provides concierge service for contracted locations, including giving directions, maintaining updated information on local area attractions and special events, and maintaining a courteous, professional image to guests
- Able to handle cash and tickets accurately and securely
- Occasionally required to lift up to 10 lbs
- Serves as “Seller” function of the Simon Property Group Giftcard program, Retail products or offerings, other mall programs
- Capture and provide accurate information to field management to ensure claims are resolved professionally, fairly, and timely
7
Responsibilities For Franchised Guest Services Representative Resume
- Build expertise on company guidelines and procedures
- POS Access / Transaction Detail Report
- OSI / SVS Gift Card Portal
- GS Team Site on Connect
- Serves as “Seller” function of the Simon Giftcard program, Simon Kidgits Club program, Retail products or offerings, other payment products, and / or other mall programs
- Serves as a liaison to tenants in communicating local marketing initiatives including but not limited to Simon Giftcards and payment product program and Simon Kidgits Club
- Capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations)
- Provides support and assistance to co-workers and to other departments as requested by supervisor; participates in team meetings and efforts to implement the mall's projects and achieve the mall's goals
- Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Kidgits, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other Simon Brand Venture initiatives
8
Responsibilities For Guest Services Representative, Tier Resume
- Promotes and execute any guest service initiatives
- Explain and assist guests with kiosks when necessary
- Is responsible for being knowledgeable on daily events, promotions, and offers at an expert level and capable of explaining these programs to the guests in a clear and concise manner
- Is required to attend daily pre-shifts and department/property meetings
- Stocks and maintain a clean work area
9
Responsibilities For AIM Guest Services Representative Resume
- Able to assist other departments with guests mychoiceconcerns
- Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program, and Ticketmaster
- Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Ticketmaster, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other SBV initiatives
- Build and enhance relationships with salon guests by providing high quality, professional communications to 100+ guests per day by phone, email and mail
- POS Access / Salon Transaction Detail Report
- GS Team Site on Regis Connect
- Serves as “Seller” function of the Simon Property Group Giftcard program, Simon Family program, Retail products or offerings, other payment products, and / or other mall programs
10
Responsibilities For Guest Services Representative, EVK Resume
- Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Giftcards, Simon Family Programming, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other SBV initiatives
- Knowledgeable about all aspects of corporate and partner programs in order to ensure products and programs are sold to customers with flawless execution
- 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 initiatives
- Answer questions and provide detailed descriptions of services, facility features and hours of operation, etc. to patrons, tenants and guests of the property in person and on the telephone
- Maintain accurate log of activity including inquiries/problems, marketing event tracking (Gift with Purchase), lost and found etc
- Distribute information to tenants and guest information display areas
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