Guest Services Agent Resume Samples
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Guest Services Agent Resume Samples
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CK
C Kutch
Carroll
Kutch
8484 Bergnaum Greens
Dallas
TX
+1 (555) 765 3941
8484 Bergnaum Greens
Dallas
TX
Phone
p
+1 (555) 765 3941
Experience
Experience
Chicago, IL
Guest Services Agent
Chicago, IL
Ankunding-Torp
Chicago, IL
Guest Services Agent
- Assist Leadership in performing daily duties
- Provides a warm welcome and assists guests’ according to Fairmont Hotels & Resorts Brand Standards
- Provides new hire Customer Management training when requested
- Take initiative to perform duties which facilitate operations and maintain cleanliness of your work area while paying attention to detail
- Make pre-reg keys for overnight bus groups and assist front desk with keys
- Perform room "Q" assistance when requested
- Performs the audit balances and prepares all works for audit in an orderly fashion
Philadelphia, PA
Japanese Guest Services Agent
Philadelphia, PA
Balistreri, Hyatt and O'Keefe
Philadelphia, PA
Japanese Guest Services Agent
- Perform other duties as requested by management
- Maintain a clean work area
- Assist guests with safe deposit boxes
- Assists in the process and preparation of Japanese wholesale and group arrivals and departures
- College course work in related field helpful
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Maintain a warm and friendly demeanor at all times
present
New York, NY
Overnight Guest Services Agent
New York, NY
VonRueden Group
present
New York, NY
Overnight Guest Services Agent
present
- Become familiar with group resumes ensuring all details of incoming and outgoing groups are observed
- Serve as a sales agent promoting and up-selling hotel services
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
- Balance and prepare individual paperwork for closing of shift according to hotel standards
- Cash handling, which includes currency exchange and balancing a float
Education
Education
Bachelor’s Degree in Etiquette
Bachelor’s Degree in Etiquette
San Diego State University
Bachelor’s Degree in Etiquette
Skills
Skills
- An outstanding personality that is approachable, friendly, and outgoing
- Ability to multitask, stay calm in stressful situations, and work independently with minimal supervision
- Ability to communicate professionally with coworkers, customers and vendors
- Ability to multitask, stays calm in stressful situations, and work independently with minimal supervision
- Excellent organizational/time management skills,
- MS Office proficient; Word, Excel, PowerPoint, Outlook,
- Excellent verbal and written communication skills in English,
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Able to work quickly while maintaining high standards of quality in performance
13 Guest Services Agent resume templates
Read our complete resume writing guides
1
Guest Services Agent Resume Examples & Samples
- Greet guests and initiate conversation, answer questions that guests may have pertaining to the Village, services of the mountain and local area
- Directs guests to the appropriate areas including, but not limited to, ticket windows, season pass office, ski and snowboard school, dining options, retail, rentals, restrooms, phones, lost and found, lockers, etc
- Resolve guest issues in a sincere and timely manner following the company Make the Guest Right program
- Meet guest, employee, safety, and financial objectives and department goals as set forth by immediate supervisor
- Work to remove all potential frustrations and distractions to the overall enjoyment of the resort. This includes assuming personal responsibility for resort appearance, grey wagons, signage, services, etc. either by taking the initiative to solve the problem, or alert the appropriate responsible parties
- Maintain constant awareness and inform guests of special events schedule including mountain and Village events, live music, promotions and special activities
- All duties and responsibilities within the Guest Services department
- Providing 100% accurate communication to all guests and employees
- Ability to adhere to required responsibilities in an unsupervised environment
- Assist Base Operations with opening duties and daily resort readiness
- Recognize existing and potential problems and suggest resolutions
- Greet and engage guest as they arrive and leave Kirkwood Mountain Resort
- Guest point of contact for any and all questions and needs to help create the ‘Experience of a Lifetime’
2
Guest Services Agent Resume Examples & Samples
- Accurately and efficiently process lift access products while capturing guest data
- Ability to handle high volumes of customer interaction while delivering exceptional service; internal & external
- Work on a computer with a high degree of accuracy and efficient speed
- Participate in resort and departmental trainings and development courses
- Scheduling includes the ability to work nights, weekends and holidays
- Perform other duties as appropriate
- Proficient on Microsoft applications and/or POS software
- Typing skills with an emphasis on data collection
- Ability to answer questions and speak intelligently about all resort products
- Fun, outgoing personality traits
- Take timeliness and deliverable tasks seriously
3
Guest Services Agent Resume Examples & Samples
- Must have HS Diploma or equivalent and some College
- 1 yr High End Guest Service Experience
- Microsoft Office, Word, Excel required. LMS preferred
- Fluent English required. Knowledge of Spanish is a bonus!
4
Guest Services Agent Resume Examples & Samples
- Greet, register and assign rooms to guest of the hotel facility
- Handle all incoming calls, including guest requests, reservations and call forwarding
- Create reservations per guest requests and availability. Fax confirmation to guest if requests
- Verify customers’ credit and establish how the customer will pay for the accommodations
- Keep records of room availability and guests’ accounts, manually or using computers
- Compute bills, collect payments (or authorize credit) and make change for guests. Confirm shift collection totals and prepare clerk deposit envelope
- Perform simple bookkeeping activities, such as balancing cash accounts
- Issue room keys and escort instructions to bellhops
- Review accounts and charges with guests during the check out process
- Communicate with housekeeping, maintenance staff or management when guests report problems
- Provide neighborhood and New York City information to guests when requested
- Distribute and control inventory of gym passes
- Receive mail and distribute to guest and/or management
- Communicate with service companies when technical issues (cable TV, internet, property software) arise when no manager is on duty
- Confirm following day’s departures
- Confirm and control petty cash
- Perform opening and closing procedures during appropriate shift
- HS Diploma/GED required Bachelors degree preferred
- 2-3 years of 5 Star Hotel experience a plus
- FSD License (Fire Safety Director) or obtain within 6 months of employment
- Strong oral and written communication/presentation skills required
- Able to work quickly while maintaining high standards of quality in performance
- Exceptionally strong interpersonal skills required
- High energy, team spirited, ability to multi task
- Strongly Committed to Service Excellence
- Ready, Able and Willing to consistently exceed guest expectations
5
Seasonal Guest Services Agent Resume Examples & Samples
- Promptly assist guests and owners with general inquiries and/or complaints by efficient direction of inquiries/complaints to appropriate personnel or departments, including follow-up to ensure guest satisfaction
- Provide guests with information about their accommodations, amenities, services, local area, etc. Maintain contact with guests during their stay to ensure service and expectations are being met
- Prepare arrival packets in accordance with established protocol for guest arrivals
- Use computer to process reservations via telephone and/or walk-in's, adhering to established Customer Service Standards, maintaining an 8 or above on all reservation inquiries
- Maintain a clean and presentable work station as well as a friendly, courteous and professional manner at all times
- Prepare daily bank audits and other reports as required
- Perform clerical duties such as typing, filing, recording, mailing, and computer data input processing as necessary
6
Guest Services Agent Resume Examples & Samples
- Greet guests in a friendly and warm manner; perform guest check-in and check-out; solve guest-related problems within scope of responsibility
- Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or computer
- May make restaurant, transportation or entertainment reservations for guests; may deposit guests' valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests
- Answer phones and relay messages to guests and associates; direct telephone calls, internal and external, to the proper party
- Send/receive faxes that come in to the front fax machine; ensure that incoming faxes are delivered to the appropriate recipient
- Generate reports for Front Desk, Engineering, and Housekeeping as necessary
- Establish and secure proper credit between the property and the guest
- Complete a daily shift audit and balance all account settlements, charges, etc
- Perform other guest services duties whenever necessary
- One year minimum job related experience required, preferably within a front desk or customer service role
7
Guest Services Agent Resume Examples & Samples
- Previous experience in a reception or hotel/resort environment
- Ability to work a flexible roster, including nights, weekends and school holiday periods
- Competent with computer systems (previous experience with Hirum preferable)
- Genuine passion about customer service and exceeding customer expectations
8
Guest Services Agent Resume Examples & Samples
- Acts as host / hostess. Registers guests in and out of the conference center. Solves guest related problems within scope of responsibility
- Enters data into computer, including posting miscellaneous charges and entering wake-up call requests into PBX system
- Answers phones and relays messages to guests and conference center employees. Directs telephone calls, internal and external, to the proper party
- Sends and receives faxes that come in to the front fax machine. Ensures that incoming faxes are delivered to the appropriate recipient
- Generates reports for Front Desk, Engineering, and Housekeeping
- Establishes and secures proper credit between the property and the guest
- Oversees all cash transactions and maintains a personal bank
- Completes a daily shift audit and balances all account settlements, charges, etc
- Performs other Guest Services duties whenever necessary
- Transports guests as needed
9
Guest Services Agent Resume Examples & Samples
- Promptly assist guests with general inquiries and/or complaints by efficient direction of inquiries/complaints to appropriate personnel or departments, including follow-up to ensure guest satisfaction
- Provide guests with information about their accommodations, amenities, services, local area, etc
- Rectify guest statements for any credits and/or charges as necessary
- Use computer to process reservations via telephone and/or walk-in's and adhering to established Customer Service Standard
- Responsible for key control
10
Guest Services Agent Resume Examples & Samples
- One year minimum job related experience required within a front desk or customer service role
- Adept at managing fast paced environment and putting people at ease Warm, personable and energetic demeanor with professional and pleasant phone manner
- Comfortable interfacing with a diverse group of individuals Exceptional oral and written communication skills in English
- Ability to work collaboratively and communicate effectively with team members at all levels of the organzation
- Must be able to work variable shift, weekends, holidays, and special events on regular basis
- Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls. Must be able to lift up to 50 lbs. The employee frequently is required to talk or hear
11
Guest Services Agent Resume Examples & Samples
- Must be available weekends and holidays
- Six months experience as Proper health & alcohol certification cards for the state of application (If cards are not current will need to be renewed prior to date of employment)
- Knowledge of math to figure cost, make change and cash handling procedures
- Knowledge of the state and federal laws concerning the handling and dispensing of food and alcoholic beverages
- Capable of demonstrating good judgment when dealing with guests and staff members
- Good communication skills and the ability to work independently as well as with other team members and departments
- Able to work unsupervised for extensive periods, and to demonstrate good judgment when dealing with guests and staff members
12
Guest Services Agent Resume Examples & Samples
- To greet, check in and settle guest accounts while ensuring all service standards are followed
- To follow department policies, procedures and service standards
- Ability to work well under pressure in a fast paced environment
13
Guest Services Agent Resume Examples & Samples
- Check guests in and out of the hotel with warm and engaging service
- Acknowledges guests in line
- Confirms rate and type of room while checking guest into the hotel
- Upon departure offers a friendly greeting and asks if stay was satisfactory
- Takes responsibility for any guest inquiries and problems
- Be fully versed and competent in all aspects of Front Office operations and
- A minimum of one year recent ( in the last five years) as a Guest Agent in a
14
Night Guest Services Agent Resume Examples & Samples
- Consistently offer professional, engaging and friendly service to our guests
- Provide guests with a superior first and last impression of the hotel
- Act as Ambassadors of Fairmont Château Laurier
- Generate reports
- Key Members of Crisis & Emergency Team
- Assist Leadership in performing daily duties when required
- Ensure safety of guests and colleagues by following safety policies
- Other duties as assigned by the Night Manager
- Must have excellent verbal and written communication skills in both official languages
- Minimum 1-2 yr. of Guest Services Agent experience in a similar environment
- Positive and pleasant attitude, enthusiastic, able to work alone, strong team player and detail oriented
- Must be able to handle a multitude of tasks in an intense, ever-changing environment
- Computer literate Fidelio, Property Manager and Delphi, Word and Excel is preferable with ability to type 40 words per minute
15
Guest Services Agent Resume Examples & Samples
- Meeting and greeting guests, helping them with their luggage upon arrival and departure
- To provide excellence in guest service and acting as a liaison between the hotel and our guests, always responding to guest requests and concerns in a personal, prompt and courteous manner
- To be familiar with all guest related activities and events within the hotel and through outside agencies, such as activities, theatre, transportation, recreation and current events
- To actively participate in the Chateau Whistler’s environmental program and department specific initiatives in working towards sustainable operations
- A valid BC Driver’s license with a clean record is required
- Class 4 drivers’ license is required
- Previous experience in a Guest Service capacity is an asset
- Strong interpersonal and communication skills are required
- Must have a passion for guest contact
- Must be available to work all shifts including weekends
16
Guest Services Agent Resume Examples & Samples
- Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions
- Provides a warm welcome and assists guests’ according to Fairmont Hotels & Resorts Brand Standards
- Remains observant and responds to each Guest who approaches the Reception Desk
- Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
- Maintains a perpetual presence on the Reception Desk throughout the hours of the shift
- Greets all Guests courteously, using the Guest’s name whenever possible
- Follows Hotel’s telephone etiquette standards
- Enrolls new Fairmont President’s Club members and updates certificate maintenance when applicable
- Drives Rate & RevPAR through up-selling room brand
- Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
- And other tasks assigned by the superior
- University/College degree in a related discipline preferred
- Previous Front of the House experience in luxury hotel would be a plus
- Proficient in English language (verbal & written), second language is an asset
- Knowledge of computerized Front Office systems : Fidelio; Opera and MS Office Suite
17
Guest Services Agent Resume Examples & Samples
- Degree in hotel management/hospitality administration preferable
- Knowledge of foreign language preferable
- Maintain knowledge of
18
Guest Services Agent Resume Examples & Samples
- Perform check-in and check-out duties
- Maintain communication channels between Hotel and Guests both verbally and in writing as required
- Assist in screening calls for reservations as required
- Keep up to date information of hotel services, promotions, events, outlet operational hours
- Ensure adherence to grooming standards
- Promote Hotel facilities and maximize sales
19
Guest Services Agent Resume Examples & Samples
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
- Provide guests local information regarding restaurants, transportation, entertainment, etc
- Maintain and market all rates, packages and special promotions
- Handle check-ins and checkouts in a friendly, efficient and courteous manner
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
- Overall Service Score WynReview of a minimum of 4
- Demonstrate the COM! Service qualities at all times of Be Responsive, Be Respectful and deliver a great customer experience
- Support the team goal of Wyndham Rewards enrollments per month
- Be able to complete a bucket check, room rate verification report, and housekeeping report
- Minimum 1 year experience using a point of sale, reservation and/or Microsoft office suite system required. Opera preferred
- In person customer service experience in a hotel environment preferred
- Ability to maintain a warm and friendly demeanor at all times
- Understand and apply complex information, data, etc. from various sources to meet appropriate objectives
- Strong ability to maintain confidentiality of information
20
Guest Services Agent Resume Examples & Samples
- Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
- Meet and greet VIP guests personally
- Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations
- Prepare compendiums prior guest arrival and check-into system if necessary
- Maintain close contact with Airport Concierge for new arrivals and departures
- Update and maintain repeat guest history system
- Promote Inter-Hotel sales and in-house facilities
- Send prepared welcome cards and amenities to room prior to guest arrival
- Attend to special requests by guests
- Handle guest complaints and refer them as necessary, follow up on corrective action
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Inc staff to facilitate communications and smooth operations
- Performs related duties and special projects assigned
- Degree from School for Tourism & Hotel Management
21
Guest Services Agent Resume Examples & Samples
- Provide outstanding service to our internal and external guests
- Assist with tour check-ins and greet the tour guide and groups when required
- Generate reports for other departments in the hotel
- Key member of crisis & emergency team
- Register and checkout hotel guests
- Act as an ambassador of Fairmont Château Laurier
- Fluent in both official languages
- Previous Front Desk Agent experience
- Active listener, self-starter
- Able to make decisions and take initiative
- Positive and pleasant attitude
- Able to work alone
- Must be able to work in a very busy environment
- Computer literate with exposure to Opera, Property Manager and Delphi, Word and Excel is preferable
- Knowledge of Review is an asset
- Previous Front Desk Agent experience in a similar environment
22
Guest Services Agent Resume Examples & Samples
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Posted in the lobby when not out on a task
- Keeps record of all arriving/departing and in-house guests
- Provides transportation throughout Sunriver, Mt. Bachelor and surrounding area as needed
- Maintains records for all VIPs, special requests, etc
- Provides accurate directions and resort information for guests
- Upsells other resort services and amenities to guests including Destination Delivers
- Assists with luggage storage and retrieval
- Great communicator. Providing amazing experiences requires the ability to communicate to any guest, client or associate
23
Guest Services Agent Resume Examples & Samples
- Preferred experience in a luxury hotel in Front Office and/or Concierge responsibilities
- Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
- Works harmoniously and professionally with co-workers and supervisors
- Ability to multi-task in a high-volume environment, utilizing a variety of computer systems to check in and out, run daily reports, select/assign rooms arriving guests, and restaurant/activity/spa reservation systems
- Excellent written and verbal grammar and composition skills
- Be encouraged to demonstrate your professional passion
24
Guest Services Agent Resume Examples & Samples
- Maximize sales revenues through up-selling and marketing programs
- Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems
- Professional manner with an emphasis on hospitality and guest service
25
Guest Services Agent Resume Examples & Samples
- Assist guest with luggage at arrival and departure
- Assist guest at arrival at hotel entrance
- Answering all incoming calls directed to the communication center and transfer to appropriate areas
26
Guest Services Agent Resume Examples & Samples
- Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
- Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
27
Guest Services Agent P / T Varied Resume Examples & Samples
- Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
- Be knowledgeable of all tours/groups
- Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
- Arranges bell service for guests
- Opens car doors for guests
- Performs special deliveries or errands for guests
28
Guest Services Agent Winter Resume Examples & Samples
- Maintains an up to date working knowledge of all resort amenities as well as any special events
- Upsells other resort services and amenities to guests
- Schedules travel arrangements for guests
- Valet parks cars
- Maintains knowledge of valet parking lot flow
29
Guest Services Agent Resume Examples & Samples
- Proven record of providing excellent customer service
- Ability to stand for long periods of time and walk moderate distances
- Previous security experience preferred
30
Overnight Guest Services Agent Resume Examples & Samples
- The ability to implement and enforce departmental service standards for Front Desk and PBX
- Plan and organize the work of others if needed
- Answer phones and respond appropriately to guest requests
- Communicate closely with Front Office Managers to ensure follow-up on any special problems, guest requests, etc
- Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc., and to escort VIPs and Return Guests to their rooms
- Control room rate availability on full-house nights to maximize occupancy and revenue and protect guaranteed reservations
- The ability to coordinate arrivals, departures, and billing requirements for groups with sales and catering managers
- The ability to ensure room discrepancies are resolved
- Check in and check out hotel guests
- Perform any other duties assigned by Management
- 1-2 years hospitality or guest service experience, preferably within Reservations or Front Office Department of a full service resort
- Previous experience with Windows and Office. SMS or similar property management system
- Colorado Drivers License and clean driving background/criminal history record
- Knowledge of local laws, investigative methods and fire safety
- The ability to remain calm and professional under stress, handle conflict, confrontation and diffuse volatile situations
- Must be able to speak, read, write, hear and understand the English language
- Must be able to handle multiple tasks in a fast paced environment
- Must have excellent guest and associate relations skills. Skilled in problem solving the ability to identify the problem and work through it
- Must be able to lift up to 50 pounds occasionally. Frequent lifting and/or carrying of objects weighing up to 10 lbs
- Must be able to sit, stand and walk for 8+ hours
- Possess strong leadership, motivational, organizational and verbal communication skills
- Excellent office and organizational skills including office procedures, filing systems and equipment
- Must be able to work, varied shifts and flexible schedules
- Maintain schedule availability to provide the best assistance to the job related responsibilities to include but not limited to client expectations
- SMS or similar property management system experience preferred
- Looking to grow career within the hospitality industry
- Valid certification in CPR and first aid preferred
- Certification in alcohol awareness program preferred
- Experience in a security role preferred
- Ability to speak more than one language preferred
31
Guest Services Agent Resume Examples & Samples
- O Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions
- Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
- A hospitality diploma is an asset
- Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs and Windows, MS Office Suite an asset
32
Ski Season Guest Services Agent Resume Examples & Samples
- Develop a thorough knowledge of the call accounting system, mail, package, and message handling procedures
- Maintain property cleanliness so as to present the property in it’s best possible condition to guests, owners, and other visitors at all times
- Possess a sensitivity to the needs of guests and owners of a high quality condominium property
- Working knowledge and understanding of basic accounting procedures
33
Seasonal Guest Services Agent Resume Examples & Samples
- Exhibit understanding of safety and emergency procedures as they relate to the safety of owners, guests and the property
- Be familiar with all Front Office policies and procedures
- Operate the telephone and inter-company radio with a high degree of etiquette and efficiency
- Perform as a concierge when necessary and therefore must be familiar with area activities, events, restaurants, transportation, and etc
34
Guest Services Agent Resume Examples & Samples
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc
- Have knowledge of emergency procedures and assist as needed
- Balance and prepare individual paperwork for closing of shift according to hotel standards
- Assist with minor guest maintenance requests
- Understand operation of washing machines and dryers
- Wash and dry all dirty linens, towels, rags, etc
- Sort all hotel linen according to type, color, size, etc
- Pre-treat all stained linen before washing
- Fold towels and linens
- Remove and sort dirty linens and towels from laundry carts
- Keep laundry carts clean and free of debris
- Maintain clean work area
- Sort clean laundry according to type and load carts
35
Guest Services Agent Resume Examples & Samples
- Demonstrate awareness of and market special guest programs
- Check guests in and out of the hotel
- Confirm credit and payment method at check in and ensure full payment received at checkout
- Log all guest requests and confirm completion
- Using your engaging and outgoing interpersonal skills, establish positive relationships with guests to increase brand and property loyalty
- Resolve guest concerns in a prompt and efficient manner, following correct documentation procedures and ensure managers and relevant departments are notified in a timely manner
- Prepare express checkouts to be mailed daily (day shift)
- Review PMS inventory and House count for availability and rates
- Prepare individual paperwork (reconcile postings etc) for closing of shift
- Reconcile cash and credit card transactions daily
- Prepare daily reports and distribute to appropriate department
- Balance bank daily
- Relocate overbooked guests
- Follow and ensure compliance with all corporate, hotel, departmental and safety policies and procedures
- Participate in hotel committees
- Perform other function related duties and projects as assigned
- Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, weekends and public holidays is required
- An undergraduate degree in a hospitality related discipline is strongly preferred
- At least 2 years experience in Front Desk/ Concierge/ Guest Services role in a luxury hotel environment is required
- Proven ability to focus attention on guests needs, remaining calm and courteous at all times
- Demonstrated ability to discern appropriate resolutions to ensure guest satisfaction is required
- Proven effective problem solving skills
- Proven ability to work in a demanding fast paced environment
- Proven ability to work cohesively as part of a team in a multicultural, diverse environment
- The ability to understand financial information and data, and to perform basic arithmetic functions
- Energetic with excellent interpersonal and communication skills
- Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is required
36
Guest Services Agent Mandarin Speaking Resume Examples & Samples
- Interact with all our Guests, especially our Mandarin speaking Guests
- Welcome and fulfil the check-in process for Guests and group arrivals
- Complete the check-out process for departing guests using the hotel systems
- Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
- A passion for delivering exceptional levels of Guest service
- Able to communicate fluently in Mandarin and English
- Member of the Hilton Go program with interesting staff rates all over the world and discounts on F&B items
37
Overnight Guest Services Agent Resume Examples & Samples
- Register and check out guests, which includes securing payment
- Maintain accurate records of daily transactions
- Handle guest requests effectively and promptly
- Provide information on hotel and resort services
- Cash handling, which includes currency exchange and balancing a float
- Become familiar with group resumes ensuring all details of incoming and outgoing groups are observed
- Promote a professional team environment
- Monitor rooms’ inventory to assist in maximizing rooms’ revenue
- Maintain an excellent working rapport with all departments in the hotel
- Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
- Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics
- Performs any and all other tasks which are assigned by management
- Upholds the highest standard of internal and external customer service by demonstrating Fairmont Service Essentials and applying 5 Diamond Service Standards at all times
38
Guest Services Agent Resume Examples & Samples
- Program keys and make key packets
- Confirm reservations for rooms, tours and activities
- Handle cash, traveler's checks and credit cards in a safe and accurate manner
- Effectively interpret and disseminate information in group and individual settings
- Learn and use Springer Miller property management system and Microsoft Office programs
- Know and comply with all company policies and procedures regarding safety, security, emergencies and energy
- Report to work on time and in complete uniform
- Maintains fire in fireplace when necessary
- Responsible for cleaning projects assigned by management
- Employee is responsible for knowing the environmental aspects and associated impacts of position. Job specific Environmental Aspects and Impacts will be communicated by manager during EMS training
- Environmental objectives and targets will be communicated by mangers for each department during EMS training
- High school diploma or GED equivalent (some college preferred) with 2 or more years in customer service, hospitality, sales or call center experience is required
- Must be fluent in English language both spoken and written
- Previous hospitality experience preferred
39
Guest Services Agent Resume Examples & Samples
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
- Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment
- Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens and understands requests, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, event, etc
- Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
- Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results, listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion
- Attempts to communicate with guest in guest's native language, if applicable
- Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
- Summons Bell services team members to escort guests to/from their rooms as appropriate
- Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest
- Operates various office machines
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Guest Services Agent Resume Examples & Samples
- Attend the guest in all his requests in a professional manner maintaining positive attitude and showing goodwill in helping the caller
- Respond to e-mail messages in a timely manner, keeping the shared mailbox organized and neat, and using The Adolphus verbiage demonstrating an intuitive approach to the guest
- Handle customer queries relating to and Restaurants and Bars
- Support the One Touch agents with special projects as required
- Be eloquent and fluent in English, both verbally and in writing, generate professional and accurate confirmations and other guest correspondence, and handle guest queries with patience and understanding
- Be knowledgeable of The Adolphus heritage and history
- Have extensive knowledge of the products and services The Adolphus has to offer to its guests
- Be able to inform about specific queries concerning the different restaurants and bars offerings
- Be aware of all different Restaurants and Bars concepts, offerings, timings and special policies where applicable
- Understand the hotel policies and the application area of them, and be able to explain their impact to the guests in a constructive manner
- Comply with Reservation Standards, achieving the targeted Hotel Mystery Shopping calls
- Consistently update and maintain up to date the information displayed in the OneTouch boards
- Be flexible in sales technique through offering the right product to the right customer at the right time
- Be assigned as front desk agent on rotational basis
- Be able to work in all shifts which include overnight, weekends and holidays
- Provide clear and professional written and verbal communication
- Perform any other job related duties as assigned
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Guest Services Agent Resume Examples & Samples
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers cheques, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion
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Guest Services Agent Resume Examples & Samples
- Be fully versed and competent in all aspects of Front Office operations and provide the highest levels of professional, prompt and discreet Guest Service
- Promote and recommend the use of the hotel outlets and the spa
- Assist in the coordination and blocking of rooms for incoming group and tour arrivals
- A minimum of one year recent ( in the last five years) as a Guest Agent in a luxury environment demanding a similar standard of guest / customer service or a minimum of one year recent ( in the last five years) experience in a luxury front of the house position with direct continuous guest/customer contact demanding a similar high standard of guest/customer service
- Proven ability to work well independently with minimal supervision
- Demonstrated ability to provide excellent service and exceed expectations
- Ability to effectively solve problems and make decisions in a personable and self confident manner
43
Guest Services Agent Resume Examples & Samples
- 1-2 years experience at the front desk in a full service establishment preferred
- 1-2 years hospitality industry experience preferred
- 3-4 years experience at the Front Desk in a full service establishment preferred
- 3-4 years hospitality industry experience preferred
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Guest Services Agent Resume Examples & Samples
- To receive, acknowledge and relay all incoming calls on the switchboard and telephones, in the department, to the parties concerned in a fast, accurate and courteous manner
- To note daily events and new instructions communicated by Superiors in the Telephone Department
- To assist guests and staff on relevant enquiries
- Deal effectively with guests and workplace colleagues from a variety of cultures
- Responsible for assisting the Banquet Service manager / Assistant Manager with the daily operations of all scheduled banquet events
- Inspect all rooms prior to the function to ensure they are set according to the BEO and special guests’ requests
- Responsible for maintaining inventory of all banquet supplies
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Japanese Guest Services Agent Resume Examples & Samples
- Greet and welcome all Japanese guests in accordance with Highgate Hotel Standards
- Assists in the process and preparation of Japanese wholesale and group arrivals and departures
- Support the front office operations as needed
- Be aware of all rates, packages and special promotions
- Fully comprehend and be able to operate all relevant aspects of the front desk computer system
- Fluent in both English and Japanese (speaking, reading and writing) required
- Customer service experience preferred
- Must be able to effectively communicate (Japanese and English) both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag
- Must be effective in anticipating, preventing, identifying and solving problems as necessary
- Must be able to show initiative, including anticipating guest and operational needs
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Night Guest Services Agent Resume Examples & Samples
- Follow department policies, procedures and service standard
- To be Health & Safety conscious and actively involved in maintaining a safe work environment
- Previous Front Desk experience is necessary
- Strong communication and interpersonal skills required
- Ability to work under pressure and manage conflicting priorities
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Guest Services Agent Resume Examples & Samples
- Registers and rooms all arrivals according to established procedures
- Maintains intimate knowledge of departmental standards and procedures
- Maintains cashier float and ensures accurate daily report of all money received
- Keeps abreast of all modifications to accounting policies and procedures
- Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs
- Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
- Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
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Guest Services Agent Resume Examples & Samples
- Valet parking cars
- Delivery of laundry
- Using proper care in driving procedures
- Reporting any accidents and tickets received to your manager and Human Resources immediately
- Special deliveries or errands
- Be knowledgeable of all emergency procedures and Resort policies
- Interact with resort staff in a professional manner, assisting other departments with necessary information
- Must have valid CA State Driver’s License in good standing
- Ability to transport, handle and/or lift a minimum of 50 lbs. (Note: Loading and unloading luggage out of vans, busses, etc., and delivery to and from guest rooms)
- High school diploma or equivalent experience/training
- Two years of experience in a service industry, preferably in the hospitality industry preferred
- Strong ability to handle multiple tasks simultaneously
- The ability to work flexible schedules including nights, weekends and holidays
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Guest Services Agent Resume Examples & Samples
- Operate the front desk according to standard operating procedures and with exceptional guest service
- Operate the switchboard and disperse calls as required by your shift. Take guest messages and faxes with accuracy, always noting the date and time of message. Repeat message back to caller to assure the accuracy of the message. Use message light to tell guests that they have a message waiting
- Never say a guest’s room number out loud
- Be knowledgeable of hotel promotions
- Know room rate. Also know the amenities of the rooms so you can inform guests of what to expect in their rooms
- Know physical makeup of building-exterior and interior. Know where the closest shopping, convenience store and gas station is
- Keep lobby and office area clean at all times,
- Set wake-up calls as dictated by your shift
- Take and confirm credit cards for validity and acceptability
- Create incident reports for guest injuries / issues when required
- Answer all calls within three (3) rings. All calls are to be answered in a “scripted” manner
- Take and record reservations with accuracy. Confirm as requested
- Resolve guest complaints
- Ability to interpret and perform basic computer and POS system functions
- Walk less than 1/3 of the time
- Lift up to 15 lbs
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Senior Guest Services Agent Resume Examples & Samples
- Manage hotel rooms inventory 72 hours out, with special attention to suites, rooms with limited inventory, and hotel VIPs
- Review all reservations 72 hours out and co-ordinate with partnered departments to ensure all reservations are complete and accurate
- Co-ordinate rooms queue with housekeeping to ensure all guests are checked in within 90 minutes of arrival
- Co-ordinate with FPC desk to ensure all FPC guests are in their preferred rooms, and that all amenities are in the correct rooms
- Co-ordinate with Tour GSA to ensure tour guests are appropriately blocked
- Manage and co-ordinate colleague breaks
- Previous experience as Guest Service Agent or Front Desk Agent in luxury hotel required
- Previous PMS experience an asset
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Guest Services Agent Resume Examples & Samples
- Welcome, register, orient and supervise guests, and provide group orientations in a friendly and positive manner
- Take individual and group reservations by telephone, e-mail, and an online system in an accurate and efficient manner
- Check guest in and out, and assist with any issues or arrangements that guests may need help with
- Maintain security and safety of The Inn, Inn property, guests, guests’ property, and fellow team members
- Accurately maintain all shift reports, logs, and necessary daily paperwork, including a record of overnight fees and sale of goods
- Always represent and promote The Inn in a positive manner to guests, callers, and local officials
- Provide overnight, on-call assistance in case of emergencies
- Perform other duties and assist with projects as assigned
- Customer service experience required, preferably in a hospitality/hotel environment
- 2-4 years in a hospitality environment
- Must enjoy working with the public and be able to professionally handle any conflicts, guest issues, or emergencies that may arise
- Experience handling cash and recording sales transactions required
- Excellent oral communication and organizational skills
- Demonstrated ability to work effectively without immediate supervision
- Ability to multi-task efficiently
- Must be willing to work evenings, weekends, and holidays as schedule requires
- Computer literacy and familiarity with WIN, MS Word, Excel, PMS, POS and Outlook preferred
- First Aid and CPR certification preferred; training can be provided
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Guest Services Agent Resume Examples & Samples
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
- Generate, print and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
- Ability to accurately and efficiently input information into computer systems
- Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
- Previous hotel front desk experience is highly desirable
- Fluency in a foreign language is desirable
- Must be able to stand and walk for long periods of time
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Overnight Guest Services Agent Resume Examples & Samples
- Review Front Office log and Trace File daily
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc
- Be familiar with all in-house groups
- Maintain and market promotions and guest programs
- Overnight availability required
- Weekend availability required
- Must be able to show initiative, including anticipating guest or operational needs
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Guest Services Agent Resume Examples & Samples
- Follow Front Office policies, procedures and service standards
- Welcome, check-in and check-out guests
- Efficiently handle all guest queries and requests
- Promptly and pleasantly handle phone calls and guest messages
- Process and balance postings for each shift
- Maintain Company issued float and balance for each shift
- Ensure that the Front Desk is appropriately supplied and stocked at all times
- Related work experience in the hospitality/service industry required
- Previous Front Office experience an asset
- Previous Property Manager, ResView, and Microsoft applications experience an asset
- Excellent organizational, written and verbal communication skills
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Sb-hotel Guest Services Agent Resume Examples & Samples
- Background in front desk, reservations, sales or the hospitality industry required
- Computer experience required including specialization in a reservation or property management system and Microsoft Office
- Excellent communication skills and strong attention to detail
- Friendly, professional, positive and enthusiastic attitude required
- Self-motivated and dependable individual who will seek out additional tasks and duties during slower times
- Excellent sales and customer service skills are preferred
- Answer incoming telephone calls and operate a telephone switchboard proficiently
- Answer general information inquiries, email requests and book entire vacation packages (may include air, lodging, lifts, activities, and travel insurance) for guests of the Steamboat Grand
- Learn how to operate a reservation booking system as well as a property management system (PMS)
- Perform the Check-In and Check-Out process for guests at Hotel Front Desk
- Learn the night audit process and be available to assist in covering night audit shifts if necessary
- Learn various room types and make changes to reservations accordingly
- Handle group & conference reservation requests whenever necessary
- Book reservations for walk-in guests and provide information to guests about our resort and community
- Coordinate and facilitate guest needs and issues on a consistent basis
- Display proficiency & ability to multi-task between various computer applications
- Perform other administrative duties, upon request
- Be part of a team that strives for exceptional sales performance, guest service and call quality
- Interact with other hotel departments for efficient and successful operations
- Maintain a neat, clean and professional appearance
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Guest Services Agent Temporary Resume Examples & Samples
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable)
- Follow all cash handling and credit policies
- Maintain a clean work area
- Assist guests with safe deposit boxes
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Seasonal Guest Services Agent Resume Examples & Samples
- Check email, review daily reports, review and familiarize yourself with resumes
- Respond to email inquiries in a helpful and informative way
- Review VIP arrivals for the day, including but not limited to
- Proficient in the English language (verbal & written), second language is an asset
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Wp-guest Services Agent Resume Examples & Samples
- Greet guests in a friendly and professional manner. Answer general and specific questions, giving accurate information
- Assist with selection of appropriate products, season passes & tickets by verbally communicating complete details of all products, prices and pertinent information
- Responsible for working knowledge of Summer Activities, Trestle Bike Park tickets, lessons & passes, product pricing, WP programs and events
- Be current on weather and trail conditions, special events and promotions within Marketing/Sales, Competition Center, the Town of Winter Park, and general Winter Park Resort information
- Learn and maintain an excellent working knowledge of the computerized product sales system, including sales, discounts, comps, accounts receivable, returns, refunds, payment types and operation of printers
- Process sales; collect payment and give correct change; process tickets, vouchers, liability release forms, and rental forms. Set expectations for lesson, program or tour. Direct guests to complete risk management information where applicable
- Coordinate lessons/tours and students/participants with on-hill supervisors and tour guides, through personal, radio and telephone communication. Collect guest comment information, obtaining guest data when designated and process information appropriately
- Professionally handle guest complaints and help solve guest problems
- Prepare daily cash summary by counting and recording all monies received. Sales range from approx. $100 to $40,000+ per drawer per day. Produce daily-computerized sales reports, accounts receivable reports, comp reports and provide backup for all discounts, comps, returns, refunds and replacements. Accurately balance sales report against cash report
- Maintain awareness/general knowledge of where to direct groups or their members for scheduled equipment fit times/lessons /etc
- Responsible for being informed on all special promotions within Guest Services
- Agents are responsible for the selling of tickets at the correct discounted price and during the correct time frame, as set forth by the Marketing Department. Agents must maintain accuracy while working with several different Travel Agent and Wholesale prices on any given ticket
- Maintain sufficient supplies, forms, brochures and ticket stock at workstations
- Maintain a friendly, congenial and helpful attitude, while effectively dealing with guests and other employees. Show cooperation and pleasant attitude. Strive to facilitate an atmosphere of teamwork
- Report and/or correct unsafe conditions regarding equipment, work area and ski area in general
- Maintain a neat, organized and clean work area
- Keep information boards, brochure racks and map boxes stocked and orderly
- One year cashiering experience, retail sales, front desk, accounting or equivalent
- Basic computer skills, typing/keyboard
- Good communication skills essential
- Experience in guest service, public relations and public speaking desirable
- Must be able to perform well under pressure and have the ability and maturity to field complaints and deal with guest issues in a professional, caring, effective manner
- Minimum one season experience with Winter Park Resort preferable
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Guest Services Agent Resume Examples & Samples
- Minimum 1 year customer service experience working in a luxury brand hotel, or equivalent, is required
- Proficient in the English language (verbal & written) is required. A second language is considered a strong asset
- Hospitality education is an asset
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Night Guest Services Agent Resume Examples & Samples
- Ensure that both the Night Manager and Night Auditor are kept fully aware of any relevant feedback from guests and, or, other departments
- Previous experience in a customer-focused industry
- Ability to work night shifts
- Diploma or Degree in Hotel Management
- Minimum of 2 years experience in a 4-5 star hotel environment
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Guest Services Agent Resume Examples & Samples
- Act with integrity
- Ensuring the seamless movement of guests in and out of the hotel and providing an elevated guest experience throughout the guests’ stay
- Ensuring the highest level of guest service by embracing the Delta Service philosophy of being Warm, Wise and In-Control of our guest expectations
- Ensure the effective adherence to Delta Hotels and Resorts Brand Standards
- Resolving guest concerns through service recovery and working collaboratively with fellow leaders and associates, to implement change when necessary
- Maintain a favourable working relationship with fellow associates in Housekeeping and in the Maintenance, as well as with associates throughout the hotel/company
- Work in a safe and responsible manner, always considering one’s own well-being, and that of fellow associates and guests
- Experience working in a customer service role is an asset. Demonstrated exceptional guest/customer service skills with a passion for anticipating and exceeding guest expectations
- University/College education, preference given to hotel management students
- Excellent written and verbal communication skills are essential
- Computer literate in Word and Excel. Opera experience is an asset
- Must be friendly, energetic, enthusiastic and self-motivated, with a professional appearance
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Guest Services Agent Resume Examples & Samples
- 1-2 years of experience at the front desk in a full service establishment preferred
- 3-4 years of experience at the Front Desk in a full service establishment preferred
- Experience with multi line phone system/switch board preferred
- Strong interpersonal verbal communication skills
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Guest Services Agent Resume Examples & Samples
- Use friendly and appropriate expressions when engaging guests
- Be fully acquainted with the different points of interest
- Ensure the delivery of parcels, mail and special deliveries to guestrooms, executive offices or meeting rooms
- Ensure that the public areas, bell closet are maintained, clean and tidy
- Follow-up with guest complaints to ensure that any problems are resolved
- Arrange special requests for guests including and not limited to flowers, rental cars, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas
- Utilize bell carts effectively and with caution
- Direct guests to the Front Desk or meeting rooms
- Call taxis and/or shuttle for guests as needed
- Assist, retrieve and load luggage for guests
- Notify the Front Desk and Guest Services of VIP arrivals whenever possible
- Engage in conversation with as many guests as possible
- Attend all designated staff meetings and training sessions
- Complete all tasks assigned by manager
- Aid guests in locating other areas of the hotel (walk them to destination if possible)
- Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications
- Previous experience with hotel guest services highly preferred
- Must have strong communication, presentation, training and organizational skills
- Maintain a professional business appearance, attitude and performance
- Must pass pre-employment drug screen
- Valid Class C License required
- Must be able to work a flexible schedule including weekends and holidays
- Candidates must be able to speak fluent English
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Senior Guest Services Agent Resume Examples & Samples
- Member of the Guest Service Manager and Night Manager schedule, replacing the GSM and/or Night Manager in their duties
- Resolving guest complaints and ensuring the guests needs are exceeded
- Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
- Responsible for preparing for the arrival of new colleagues to the department
- Responsible for training, both at time of hire and on an on-going basis, through the use of the JTCL, daily service audits and monitoring of Fairmont standards, and LQA audits
- Ensure all department training materials and Standard Operation Procedures are maintained and updated in all areas
- As colleague FPC Champion, ensures our Fairmont President Club Members’ reservations are in order and members’ expectations are met
- Provide leadership and support to Switchboard, Guest Services, and Fairmont Gold
- Assist with check-ins, check-outs of individuals and groups
- Maintain knowledge of hotel rooms and room categories
- Ensuring the safety and well-being of our guests and co-workers by having a working knowledge of operating procedures of the Front Desk
- Maintain a safe and hazard free working environment
- Key member of Crisis & Emergency team
- Assist Leadership in performing daily duties
- Fluent in both official languages (French & English)
- Excellent verbal and written skills, highly organized, active listener, self-starter, able to make decisions and take initiative
- Positive and pleasant attitude, enthusiastic, able to work independently yet strong team player, detail oriented
- Flexibility in availability based on business volumes and on-going training needs
- Proven ability to make decisions and resolve challenges
- Computer literate with exposure to Opera (Property Manager), Word and Excel preferable
- Previous leadership or supervisory experience an asset
- Minimum 2 years of Guest Services experience
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Intercontinental Milwaukee Guest Services Agent st & nd Shift Resume Examples & Samples
- Check guest in and out of room
- Able to provide accurate and appropriate information to guests and customers
- Remain calm and alert, especially during emergency and/or heavy hotel activity
- Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger, collect accurate information and resolve conflicts
- Answer guest questions regarding area or hotel, outlet information and services
- Greet and welcome guest as they arrive to the hotel
- Ability to access and accurately input information using a moderately complex computer system
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Guest Services Agent Resume Examples & Samples
- The Guest Services associate at St Pancras operates the telephone switchboard station in order to answer telephone calls
- You will be responsible for answering calls, recording the guest requests for wake up calls, screening calls and other requests related to placing or receiving telephone calls
- Log all guest requests or issues into computer, contact appropriate individuals or/and follow up with guests to ensure their request has been met to their satisfaction
- Provide information to guests about room features, property amenities, and local areas of interest
- Demonstrable skills in guest services and hospitality
- A strong knowledge of lifestyle and luxury hotel standards with evidence of successful implementation of high level service and product standards
67
Guest Services Agent Resume Examples & Samples
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing
- 4 year college degree preferred with emphasis on foreign languages
- Position requires 1 year previous customer service experience
- Computer and multitasking skills required
- Previous hospitality experience strongly preferred
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
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Seasonal Guest Services Agent Resume Examples & Samples
- Checking guests in & out for their vacations
- Creating welcome/arrival packets for guests – ensuring complete accuracy with the welcome packets
- Interacting daily with guests and homeowner – both in person and over the phone
- Assisting with guest compensation and room moves as needed
- Assisting the Guest Services Manager with items as needed – such as responding to guest surveys, key inventory, mailing packets, etc
- Answering phone calls from in house guests, homeowners, and vendors. Inputting/dispatching work orders as needed
- Strong administrative experience is a must
- 2 years experience in hospitality and customer service is preferred
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Guest Services Agent Resume Examples & Samples
- Stand and be attentive to any guest at or approaching the Front Desk
- Show high level of professionalism toward internal and external guests
- Show high level of customer service, especially upon check in by welcoming a guest, give a small tour or pertinent information, and assist to their room offering help with luggage
- Be the hub of communication and constantly be aware of guests and staff on property
- Check guests in and out at the front desk and assist them to their guest room with baggage, etc
- Answer incoming phone calls in a professional and pleasant manner, transfer to guest rooms or appropriate extensions when necessary, and take complete and concise message as needed with a detail orientated approach
- Continually maintain music system throughout the property
- Ensure the call accounting system is running
- Maintain PMS system with accuracy and diligence including knowledge of checking in/out guests, assigning rooms, and making changes to reservations
- Walk through the property with checklist and shift reports covering all areas to ensure that maintenance, housekeeping, and security standards are met
- Maintain security of the property through tight key control and awareness of the in-house security system
- Become familiar with the Racine, Milwaukee, Chicago area, provide information on local attractions/restaurants, etc. and keep guest information manuals updated
- Assume accounting responsibilities
- Posting of guest room and function event billing to proper accounts
- Daily inventory of petty cash
- Provide emergency support to include: fire alarms, employee injuries, incident report information, contact of the emergency support and notification of the Benchmark Racine Leadership Staff
- Attend all department meetings as required
- Maintain uniform and grooming standards as outlined in Employee handbook and departmental training
- Read the Front Office logbook regularly and communicate necessary information to next shift
- Have comprehensive knowledge by cross training at both TGH and TCH
- Be in good communication with supervisor and manager by asking questions and relaying problems and concerns
- Provide complete tours of the properties
- Assist Property Operation, Dining Room and Housekeeping staffs when needed
- Provide secretarial support to guests to include faxes, copies, etc
- Become increasingly familiar with SC Johnson Company and/or The Johnson Foundation corporate culture and key personnel
- Other duties as directed by the Operations Committee
- Provide representation during helicopter drop offs and pick ups
- Receive as many comment cards from guests as possible
- Posses selling techniques to encourage increased revenue for the property (TCH)
- Be able to give a complete tour of the properties
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Guest Services Agent Resume Examples & Samples
- Greet service providers courteously and efficiently
- Generate daily reports for the Property Services office
- Answer telephones in a courteous, timely manner taking accurate information from guests, owners or "field" employees
- Complete daily operational checklist of opening, mid-day and closing procedures
- Communicate with Housekeeping Inspectors and Property Services Runners any changes in daily duties
- Enter work orders documenting events and initiating service requests as reported by guests, owners, Property Managers or Housekeeping Inspectors
- Review daily notes and equipment orders, taking appropriate action as needed
- Issue keys to service providers
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Guest Services Agent Resume Examples & Samples
- Issue safe deposit boxes to guests and ensure security of key
- Ability to work cohesively with co-workers both within and outside of your department
- Ability to work well under pressure and handle stress effectively
- Previous hotel front desk experience
- Previous experience with Opera preferred
- Must be able to work all shifts (including overnight shifts)
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Guest Services Agent Resume Examples & Samples
- Performs opening and closing Guest Services procedures
- Answers incoming phone calls in a courteous, prompt, and professional manager
- Directs phone calls to the appropriate person
- Takes accurate messages
- Directs customers to the appropriate person or department
- Tracks and filters all incoming calls and takes messages
- Communicates effectively with Guest Services Manager and Greeters
- Reconciles/updates data entry with dealership software
- Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports)
- Walks around the showroom hourly to offer refreshments to guests
- Provides a warm, positive and happy environment for Guests, their children and fellow teammates
- Provides new hire Customer Management training when requested
- Participates in required training
- Records all hours worked accurately in company timekeeping system
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Guest Services Agent Resume Examples & Samples
- Must have physical stamina to lift moderate amounts of weight
- Must have valid Class 5 Alberta driver’s license
- Must be able to work a variety of shifts - morning, evenings and weekends
74
Guest Services Agent Resume Examples & Samples
- Actively seek out guests needing direction during their visit to Kirkwood
- Is well versed in all products, programs and amenities that the resort offers. Creates a system to communicate and educate employees on resort offerings
- Resolves complaints to the guest’s and KMR’s satisfaction. Anticipates and answers guest’s questions as needed
- Able to profile guest and make sure they are going to end up in the appropriate location for their service needs
- Collecting, categorizing, and distributing Lost and Found items
- Assist with In-Valley Shuttle Dispatch
- Assist with Kirkwood Base Area(s) morning opening duties and readiness
- Presents a professional attitude in appearance and communication at all times
- Performs special projects or other duties as assigned from time to time
- Ensure Base Areas are ready for guests on a daily basis-this likely includes shoveling lots of snow-(hopefully)
- Approachable, friendly, and a problem solver,
- Excellent verbal and written communication skills in English,
- MS Office proficient; Word, Excel, PowerPoint, Outlook,
- Excellent organizational/time management skills,
- Ability to multitask, stays calm in stressful situations, and work independently with minimal supervision
- Must work well with others in a busy team environment,
- Ability to communicate professionally with coworkers, customers and vendors
- Comply with all safety policies, practices and procedures. Report all unsafe activities to manager and/or Human Resources
- Associate’s Degree (AA) or equivalent from two-year college or technical school; or equivalent related work experience
