Front Desk Agent Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the front desk agent job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

K Ledner

Keaton

Ledner

758 Schmidt Greens

Houston

+1 (555) 465 2455

758 Schmidt Greens

Houston

Phone

p +1 (555) 465 2455

Experience Experience

Los Angeles, CA

Front Desk Agent

Los Angeles, CA

Brakus-Hartmann

Los Angeles, CA

Front Desk Agent

Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager or Front Desk Supervisor
Perform other tasks as assigned by the Front Office Manager or Assistant Front Office Manager
Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Front Desk Supervisor
Reports any unusual occurrences or requests to the manager or assistant manager
Receives direction from Assistant Front Office Managers and Property Managers
Cross training in PBX, concierge, and other duties the Front Office Manager and Assistant Manager may have
Maintain a clean and organized work environment and ensure work station inventory is fully stocked

Detroit, MI

Overnight Front Desk Agent

Detroit, MI

Lubowitz-Streich

Detroit, MI

Overnight Front Desk Agent

Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels
Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Night Audit Supervisor
Reports any unresolved problems with owners and guests to management. Maintains clean work area. Provides information on area attractions and resort amenities
At the discretion of the Front Desk Manager, Assistant Front Desk Manager and Front Desk Lead, help train new team members
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
This position will work closely with Emergency Services assisting with guest emergencies and evacuations during night time hours
Perform daily operations of front desk including checking guests in and out, answering phones

present

San Francisco, CA

Franchised Front Desk Agent

San Francisco, CA

Lubowitz, Purdy and Beatty

present

San Francisco, CA

Franchised Front Desk Agent

present

Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with Guests, clients, co-�workers, and management
Providing safety deposit boxes for guests by escorting them to the vault room and assisting the customer in opening the deposit box lock
Performs other duties as assigned, requested or deemed necessary by management
Develop a basic knowledge of the Marsha reservation system
Manage reservations and check-ins to ensure the highest RevPar..
Performs any other duties as requested by supervisor
Providing guests with welcome folders containing room keys and information about the hotel and surrounding area

Education Education

Bachelor’s Degree in Integrity

The University of Alabama

Bachelor’s Degree in Integrity

Skills Skills

Proficient in use of computers to include Microsoft Office Suite, including solid working knowledge of Excel, Word and PowerPoint
Detailed knowledge on computers and proficient in all Microsoft Office Programs (Word, Excel, Powerpoint)
Exhibits excellent hospitality guest service skills and demonstrates a strong attention to detail and follow up
The ability to work independently with professionalism while maintaining a focus on quality and customer service
Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
Knowledge of accounting operations to include all aspects such as accounts receivable, accounts payable, etc
Demonstrated ability to work with maximum accuracy, efficiency and attention to detail
Proficient in time management; the ability to organize and manage multiple priorities
Calm, efficient, and organized with great attention to detail
Considerable knowledge of engineering policies, procedures, plumbing, HVAC, carpentry, electrical and DDC energy management systems, license in one of areas

Create a Resume in Minutes

15 Front Desk Agent resume templates

Read our complete resume writing guides

Front Desk Agent Resume Examples & Samples

Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings)
Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel
Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing
Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations
High school diploma or equivalent. -required
Must be able to speak, read, write, understand and comprehend English fluently. -required
Proficient in Microsoft applications. -required
Proficient on property management systems (SMS, PMS, LMS). -preferred
Hotel or property management or guest service experience. -preferred
Knowledge of the area. -preferred

Front Desk Agent Resume Examples & Samples

Greeting guests in a warm and friendly, prompt and professional manner
Register guests collecting appropriate information from the guest and make necessary notations in the reservation system, issue room keys, provide information on hotel services and room location, process payment for stay and close out guest accounts at time of check out
Make room reservations, log guest requests and accurately maintain the status of each reservation
Perform weekly pre-arrival and post-arrival inspections of high end hotels, condos and homes
Responsible for cleanliness of Guest reception and surrounding public areas
Maintain a high level of professional appearance, demeanor and ethics at all times
Must be able to read, write, speak & comprehend English fluently - required
Must have a Valid Colorado Driver’s License - required
Must be able to stand/walk for long periods of time in excess of 2 hours without sitting - required
Must be proficient in Microsoft applications (Work, Excel and Outlook) - required
Must be able to work in a team and be detail orientated
Must be able to lift and carry 50lbs
2 or more years of guest service experience - preferred

Front Desk Agent Resume Examples & Samples

Preserve quality of Homeowner and Guest experience at Property
Assist on site General Manager as needed
Checking for arrivals and departures daily and updating Housekeeping report
Weekly inspection of high end Homes, Condos and Common Areas and preparing these for arrivals and checking after departure
Delivering packages and performing a multiple errands and tasks

Front Desk Agent Resume Examples & Samples

Previous Hotel Experience
Experience working with Property Management Systems
Valid US Driver’s License

Front Desk Agent Resume Examples & Samples

File MOD reports and post preshift meeting
Ensure that the Guest request log, welcome call log, and complaint log are completed and followed up. Own all guest requests and ensure they are followed up within 15 minutes of the request
Follow up with a phone call
Look at inventory and shift inventory if necessary. Review site tours and ensure houskeepeing is aware of room to use
Ensure all rooms are filed under the correct room number and name
Ensure all guest roommoves are noted and completed and cancelled if applicable. Ensure all F11 request are logged in MOD report
Must follow division grooming standards
F&B responsibilities: Coffee service, sunrise selections, and other duties as required

Seasonal Front Desk Agent Destination Kohler Resume Examples & Samples

You will provide guests of the American Club with prompt, courteous services that exceeds expectations
You will graciously assist with registration, guest departures, cashiering, reservations, and information at the American Club and Carriage House Club Rooms
Absolute integrity is required. The ability to for see potential shortcomings and problem solve is a plus
As this position is seasonal you will be required to work days, nights, weekends, and holidays

Front Desk Agent Resume Examples & Samples

Demonstrate ability to show tact, courtesy, and diplomacy in difficult situations
Communicate and coordinate maintenance and housekeeping requests
Maintain all front desk functions and systems
Answer questions about Beaver Creek activities and Vail Valley
Contact guests prior to arrival and infom them of check in location
Able to stand/walk for long periods of time in excess of 2 hours without sitting - required
Proficient in Microsoft applications (Work, Excel and Outlook) - required
Able to work a varied schedule depending on the property - required

Front Desk Agent Bear Paw Lodge Summer Seasonal Beaver Creek Resume Examples & Samples

Pre-arrival and ongoing Guest contact
Scheduling and following up on Maintenance requests
Picking up mail
Proficient in MS Office applications - Word, Excel, and Outlook
Able to communicate with owners and guests with diplomacy and tact
Able to communicate effectively in Eglish (both written and verbal)
Previous hpospitality or guest service expereince

Condo Front Desk Agent Resume Examples & Samples

Follow proper cash handling procedures outlined in the bank contract and training manual
Ensure the area is maintained in an organized manner and kept cleaned every shift. (i.e. entrance, lobby, front desk, back office, storage closets)
Complete all administrative paperwork in a timely and accurate manner
Ensure the department leads the charge in regard to recycling efforts and environmental initiative

Front Desk Agent Resume Examples & Samples

Provide superior service to our customers (internal and external) at all times. Follow The Resort’s etiquette guidelines as mandated on the employee staff guide
Check in guests at front desk, confirming and entering appropriate information by asking for an ID card and credit card
Check guests out and ensure billing is correct
Run various computer reports at the beginning and end of the shift (checklist, D2L, D2S, Guest Folio, etc.)
Relay guest housekeeping requests by calling the Housekeeping department and follow up with the guest after 20 minutes
Knowledgeable of the Grand Summit, Silverado and Sundial hotel amenities and lay-out
Must be willing to work weekends, holidays and nights and graveyard shifts (as necessary)
Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager or Front Desk Supervisor
High school degree plus minimum one year of relevant clerical experience or a combination of education and experience from which comparable knowledge and skills are acquired
Basic typing skills with computer data entry experience desirable
Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services as well as general information about the area

Front Desk Agent Resume Examples & Samples

Must carry and present oneself in a professional manner
Able to lift 30 lbs
Valid US driver's liscense
Resume attached (required)

Overnight Front Desk Agent / Night Audit Resume Examples & Samples

Take payments, post charges, enter amounts into computer, and balance accounts at end of shift
Relay guest maintenance requests through Maintenance Connection and follow up with guest after 20 minutes
Computer training and knowledge of how hotel reservations work
Knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
Maintain knowledge of daily activities in and around the hotel, resort and Park City area
Make full use of the intranet and Public TC-Fileserver for additional knowledge and information
Assist Bell and Valet when appropriate
Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Night Audit Supervisor
Use of keyboard, bending, lifting

Front Desk Agent, Doubletree by Hilton Resume Examples & Samples

Solicit guest comment cards at every opportunity
Understand and be able to make a walk-in reservation
Basic reading, spelling and math skills
Ability to converse clearly and comfortable with many different types of people and to deal courteously and efficiently with customers and other Company personnel. Neat appearance and good social manners

Overnight Front Desk Agent Resume Examples & Samples

Position is overnight and applicant must be willing to work alone
Run various computer reports at the beginning and end of the shift
Answer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members
Answer the switchboard within 3 rings and transfer calls to appropriate department or person
Handle emergencies that arise when on duty alone, notifying appropriate personnel
Assist in general maintenance and inventory of Front Office equipments and supplies and cleanliness of the Front Desk, PBX and reception area
Cross-train with other departments and be able to cover shifts (as necessary)
Standing for extended periods of time
Maintain a clean and neat business like appearance at all times using a high standard of personal hygiene
Must be willing to work weekends, holidays and nights and graveyard shifts

Front Desk Agent Resume Examples & Samples

Assist all guests in problems and questions as required. Ensure that all guest problems are resolved in a timely and efficient manner
Handle mail and messages properly and on a confidential basis as well as be responsible for safety deposit boxes
Handle all front desk duties according to hotel policies, procedures, internal rules and standards
Have knowledge about room rates, packages, discounts, promotions and upgrade program and know how to handle each
Bank out at the end of the shift by following the blind drop procedures strictly. The MOD will always verify the shift closing
Hotel guest service experience or other customer service background. -preferred
Must be able to communicate effectively in English, written and verbal. -required
Must be well spoken and polished up to resort property expectation. -required
Experience with hotel operations, computer skills, customer/guest service. -preferred

Front Desk Agent Resume Examples & Samples

Check in/out process
Pre-arrival correspondence with owners and guests
Staying current with concierge information and making concierge bookings
Maintaining guest and group accounts
Managing telephone, email and facsimile correspondence
Coordinating housekeeping and maintenance
Filing and keeping front desk organized
Inspecting condos and common areas
Assisting property manager with projects
High School diploma or equivalent - required
Able to read, write, speak, comprehend and understand English - required
Proficient in Microsoft Office and have good general computer skills - required
Able to lift and carry up to 50lbs - required
Able to stand for up to 2 hours without sitting - required
Able to work weekends and holidays as - required
In-person interview - highly preferred
Prior experience in the hospitality field - highly preferred
College degree - preferred
Must have a high attention to detail
Must be self motivated
Must have the ability to work with limited supervision

Front Desk Agent / Member Services Resume Examples & Samples

Serves members efficiently, promptly and courteously by giving the highest level of customer service
Greets members and guests
Constantly interacts professionally with members and guests
Provides information on events, promotions and special offers
Promptly communicating with member requests for storing and accessing various sporting gear
Documenting and handling billing transactions for services, rentals and guest fees
Solving member issues within authority level; if unable to resolve, pass on to manager for further assistance
Maintains the cleanliness and neatness of the front desk and lobby area
Arriving on time and in uniform for shift
Always holds a professional attitude when discussing the club and anything of relation to it
Thoroughly understands and follows proper opening and closing policies and procedures
Uses proper telephone etiquette
Performs general office work such as word processing, filing and operating copy and fax machines
Posts and files charges to members' accounts
Accurately follows SOX policies when completing accounting paperwork
Performs club opening duties (turn on all equipment, lights and music)
Attends all mandatory staff meetings and trainings
Completes any tasks or projects assigned by Front Desk Supervisor
Complies with facility usage policies found in training manual
Performs other duties required by the manager on duty
Knows all safety and emergency procedures and accident prevention policies and procedures
High school diploma or equivalent - required
Previous guest/customer service experience - required
Ability to communicate effectively in English, both written and oral - required
Proficient at MS Word and Excel - required
Ability to stand for long periods of time without sitting - required
Ability to reasonably and rationally handle guest complaints and questions with diplomacy and tact - required
Flexible schedule and the ability to work weekends and holidays - required

Front Desk Agent Resume Examples & Samples

Professional appearance, excellent guest service skills, ability to multitask and strong verbal communication skills are required
Candidates with prior guest service experience in a fast paced environment preferred
Potential for long term professional development
High school diploma or equivalent is required- College Degree preferred
MS Office proficiency is required
Prior front desk experience a plus
Able to communicate with guest, homeowners, and colleagues with diplomacy and tact
Experience in a guest service environment is strongly preferred
Previous knowledge of the Resort is strongly preferred
Able to lift 30 lbs and to stand for long periods of time in excess of 4 hours without sitting
Proficient on property management systems (SMS, PMS, LMS) - preferred
Flexible schedule including weekends and holidays is required

Front Desk Agent Resume Examples & Samples

Welcomes guests in a warm, friendly, prompt, and professional manner
Register guests, issue room keys, provide information, process payment for stay, and close out guest accounts at time of check out
Takes phone reservations and is able to match the guests needs with the appropriate room type & property
Inputs online reservation notifications into our lodging management system
Utilize all guest notes to provide preferences on accommodations and services
Responsible for ensuring that all resort guests have the highest quality guest service experience possible by adhering to the brand standards while maintaining a profitable department
Answer the phone according to brand and resort standards
Exhibits excellent hospitality guest service skills and demonstrates a strong attention to detail and follow up
Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees, managers and guests
Complies with all Resort policies, procedures and standards of operation

Front Desk Agent Resume Examples & Samples

Welcome guests in a warm, friendly, prompt and professional manner
Register guests, issue room keys, provide information on hotel services and room location, process payment for stay, and close out guest accounts at time of check out, all according to Arrabelle Standards
Answer phones in a prompt and courteous manner according to the Arrabelle Standards
Utilize all guest profiles and names, and provide preferences accordingly
Distribute mail/messages/faxes following procedure
Perform the daily tasks according to the RockResort Standards, and those set forth by the Supervisor or Manager
Maintain a high level of professional appearance, demeanor and ethics in dealing both with guests, co-workers and subordinates
Conduct site tours of the hotels guest rooms and general areas as needed
Handles confidential information, including guest records, with a high degree of integrity
High School Diploma or GED. -required
Must be able to lift 50 pounds. -required
Must be able to stand for eight hours. -required
Must be personable and be able to anticipate guest's needs. -required
Must provide excellent customer service. -required
Must be able to work in a fast paced environment. -required
College Degree in Hospitality, Business, or related field. -preferred
Work experience from any service/ guest related job. -preferred

Front Desk Agent Resume Examples & Samples

High school diploma - required
Able to communicate in English, both verbally and in writing - required
Willing to work overnight shift, holidays, and weekends – required
At least 2 years previous customer service - preferred, hotel experience - preferred
Microsoft Office and LMS knowledge - preferred

Lead Front Desk Agent Resume Examples & Samples

To assist in properly screening and hiring new associates to maintain staffing requirements for the Front Desk, focusing on guest service oriented people
Handling the daily responsibility of tracking and reporting room upgrades
Reply to positive Market Metrix responses
Communicate throughout the department to foster teamwork
2-3 years hotel, hospitality or guest service experience -required
Marriott experience - highly preferred
Working knowledge of Microsoft Office. -required
Fluency in English. -required
Previous Supervisory experience. -preferred
Familiarity with Vail and Beaver Creek Resorts services, mountain layout, and activities. -preferred

Front Desk Agent, Radisson Resume Examples & Samples

Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor
Provides information regarding policies and procedures, terms and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers
Identifies and prioritizes problems and issues related to service area. Performs research, offers solutions, options and strategies. Refers to appropriate person or department as needed, and/or arranges for service. Gathers data as necessary for related offices such as Financial Aid, Admissions, Student Conduct and student issues using the University Information Systems. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request
Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc
Studies and maintains currency with all applicable policies and procedures, contracts and related legal issues
Interprets terms and conditions of contracts, authorizes change/exceptions to contract terms, generates contracts or forms for distribution
Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs
Represents department to students, parents, faculty, administrators, staff and other outside customers. May act as representative for department at internal committee meetings such as Customer Service Planning Group. Makes formal presentations as assigned
Trains schedules, assigns and prioritizes workloads. Interprets operating policies and procedures. Ensures timely completion of department’s work. May lead student workers
Notifies appropriate personnel in the event of an emergency. Maintains complete and accurate records of all student-or staff-related safety incidents

Front Desk Agent Resume Examples & Samples

Willing to work holidays and weekends - required
At least 2 years previous customer service experience - preferred
Hotel experience - preferred
CO Drivers License with satisfactory driving record - preferred
Microsoft Office and Hilton OnQ knowledge - preferred

Lead Front Desk Agent Resume Examples & Samples

To supervise proper cleanliness standards are maintained in the front of the house areas. (i.e. front desk, back office, storage closets, dry cleaning closet and public restrooms
Insure brand standards for service, communication, grooming and training are met
Preform weekly inspections on all homecare and rental units

Front Desk Agent Resume Examples & Samples

Assisting guests during their stay
Checking arrivals and departures for each unit daily
Changing lightbulbs
Light maintenance duties
Delivering packages and other duties relating to guest comfort and convienence
Answering phones at the front desk
Able to read, write, speak and comprehend English - required
Must have an acceptable driving record - required
At least 1 year of previous guest service/customer service experience - required
Able to work weekends and holidays - required
Resume - strongly preferred

Overnight Front Desk Agent Resume Examples & Samples

2 yr. hospitality or other guest service experience preferred but not required
Able to lift and carry 50 lbs
Proficient on property management systems (SMS, PMS, LMS) preferred but not required
Must be able to work the night shift from 11pm-7am
Must be able to work weekends and holidays
Successful completion of a Background Check-required
Ability to communicate in excellent English both written and verbally, over the phone and in person

Japanese Speaking Front Desk Agent Resume Examples & Samples

Ability to speak Japanese Required
Previous computer experience
Ability to confidently utilize service recovery methods
Enthusiastic about interacting and helping guests
Willing to follow instructions and take direction
Training Availability: 2-3 weeks of full availability (day AND evening) will be required immediately following the start date to complete the training
Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays and special events
This role is Part Time and requires full availability for three (3) days per week, including nights and holidays
Knowledge of Hawaiian language preferred
Previous experience in a high volume, fast paced office type environment
Previous experience in a hospitality or tourism related role on the Hawaiian Islands preferred
Previous Leadership experience
Full availability for any shift seven (7)) days per week, including nights and holidays is preferred

Lead Front Desk Agent Resume Examples & Samples

Register guests and assigns rooms. Accommodates special requests whenever possible
Assists supervisors to ensure that all employees receive the training, support, guidance, feedback, and resources necessary, as related to the areas of responsibility to the position
Assists in preregistration and blocking of rooms for reservations
Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures
Understands room status and room status tracking
Knows room locations, types of rooms available, and room rates
Distributes proper vehicle permits for renewal. Inspect parking areas for appropriate garage documentation
Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms
Possesses a working knowledge of the reservations department. Knows cancellation policies
Knows how to use front office equipment
Facilitate the training new employees at the front desk
Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
Follows procedures for issuing and closing safe deposit boxes used by guests
Uses proper mail, package, and message handling procedures. Oversees mailing operations, i.e. Fed Ex/ UPS outgoing and ingoing
Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel
Maintains daily records of front office inventories to see what products need to be replenished
Reports any unusual occurrences or requests to the manager or assistant manager
Knows all safety and emergency procedures, Is aware of accident prevention policies
Maintains the cleanliness and neatness of the front desk area
Have a comprehensive knowledge and working experience of the property
Assists in hiring and oversees bellmand/ ski valet

Front Desk Agent Resume Examples & Samples

◦Read the logbook and most recent MOD report to ensure knowledge of all events
◦File MOD reports and post pre-shift meeting
◦Check for any group arrivals
Look at inventory and shift inventory if necessary. Review site tours and ensure housekeeping is aware of room to use
Ensure all registration cards have signatures, credit card swipes/ imprints, and are completed as necessary
Ensure all guest room moves are noted and completed and cancelled if applicable
Deliver amenities, valet cars, luggage assist
Responsible for handling a cash bank, signing in and out
Must follow division resort grooming standards

Lead Front Desk Agent Resume Examples & Samples

Have basic knowledge of MARSHA reservation system and sold out night procedures
Display a positive and motivating attitude in order to maintain a high associate morale
Check in and check out guests according to the Vail Marriott standard operating procedures
Always greet guests that come within the 15/5 rule
Always avoid slang or jargon of any kind. Ability to effectively use the L.E.A.R.N. technique for dealing with guest complaints. Facilitate guest requests
Handle guest’s incoming calls within three rings with enthusiasm and great attention to detail. Use proper and professional telephone etiquette and report guest problems by using the AYS system
Enter guest incidents and requests into GuestWare, as well as, follow up and close out
Understand duties of all hotel departments to effectively connect incoming calls and solve problems. Demonstrate proper use of 2-way radio and paging system
Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries
Maintain rate and credit integrity of the hotel and follow all proper procedures for posting charges and collecting payment for room and tax and incidental charge
Understand and follow credit and cash handling policies and procedures, and know how to perform accurate adjustments and charges to guest accounts
Be responsible to verify associates shift closing and banks
Professional demeanor and high work ethic is expected every day, regardless of the situation. Keeping a professional communication between all Guest, Managers and other employees is expected at all times
Cross-Train with management to ensure comfort with all FD procedures
Responsible for resolving customer issues and complaints by conducting thorough research into the situation and determining the most effective solutions
Motivate and constantly encourage associates to progress their knowledge, skills, and abilities for all FD procedures
First point of contact for all FD employees. Helps train associates by reviewing checklists, reviewing policies and procedures and answering questions
Conducts audit of the front desk agents
Acts as Manager on Duty when necessary
May help with hiring, staffing, scheduling, providing work direction and performance evaluations
Ability to perform all duties and tasks associated with the Front Desk Agents
Responsible for ordering hotel newspapers daily

Front Desk Agent Resume Examples & Samples

Providing a warm welcome to guests entering the Lodge
Courteously providing efficient registration and maintaining accurate guest accounts with the use of the Property Management System
Required to be knowledgeable and provide information regarding Grand Teton Lodge Company, Grand Teton National Park and the surrounding Jackson Hole area

Front Desk Agent Resume Examples & Samples

Fulfill lift ticket orders using Point of Sale system for lodging guests
High School Diploma or Equivalent - required
Good English communication skills - required

Front Desk Agent Resume Examples & Samples

Provide superior service to our customers (internal and external) at all times. Follow the resort’s etiquette guidelines as mandated on the employee staff guide
Check guests out, and ensure billing is correct
Answer a variety of questions from guests, and handle routine problems (referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members)
Relay guest maintenance requests through Maintenance Connection, and follow up with guest after 20 minutes
Relay guest housekeeping requests by calling the Housekeeping department, and follow up with the guest after 20 minutes
Answer the switchboard within 3 rings, and transfer calls to appropriate department or person
Knowledgeable of the Grand Summit, Silverado. and Sundial hotel amenities and lay-out
Assist in general maintenance and inventory of Front Office equipments, supplies. and cleanliness of the Front Desk, PBX, and reception area
Must be willing to work weekends, holidays, nights, and graveyard shifts (as necessary)
Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Front Desk Supervisor
High school plus one year of relevant clerical experience; or, a combination of education and experience from which comparable knowledge and skills are acquired
Basic reading, spelling, and math skills
Ability to converse clearly and comfortably with many different types of people
Ability to deal courteously and efficiently with customers and other company personnel; good social manners
Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services, as well as general information about the area

Front Desk Agent Resume Examples & Samples

Provide superior service to our customers (internal and external) at all times. Follow the resort’s etiquette guidelines as mandated in the employee handbook
Undergo computer training and gain knowledge of how hotel reservations work
Remain knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
Maintain knowledge of daily activities in and around the hotel, resort, and Park City area
Understand the intranet and Public TC-Fileserver to use for additional information
Be knowledgeable of the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
Assist in general maintenance and inventory of Front Office equipment, supplies, and cleanliness of the Front Desk, PBX, and reception area
High school education, plus at least one year of relevant clerical experience – required
Basic typing skills with computer data entry experience – preferred
Basic reading, spelling, and math skills – required
Ability to converse clearly and comfortably with many different types of people – required
Ability to deal courteously and efficiently with customers and other company personnel; good social manners – required
Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services, as well as general information about the area – required

Front Desk Agent Resume Examples & Samples

Provide superior service to our customers (internal and external) at all times
High school plus at least one year of relevant clerical experience - required
Basic typing skills with computer data entry experience - preferred
Basic reading, spelling and math skills - required
Ability to converse clearly and comfortable with many different types of people and to deal courteously and efficiently with customers and other company personnel - required
Ability to learn a variety of information about the company’s lodging and recreational facilities, packages and services, as well as general information about the area - required
Must be willing to work weekends, holidays and nights and graveyard shifts (as necessary) - required

Front Desk Agent Resume Examples & Samples

Serve members courteously and efficiently
Respond to member inquiries promptly
Answer and direct telephone calls
Assist with inquiries regarding new memberships
Assist members with vacation plans and coordinate activities as requested
Assist with the marketing of club events; register members for events using JONAS CLUBHOUSE ONLINE
Manage guest and locker billing using JONAS
Maintain detailed files and record. Use GO CONCIERGE for concierge tracking
Assist with member events as needed
Maintain tidiness and cleanliness of the lounge and front desk throughout the day
Assist in other areas as needed
Maintain strict confidentiality of all members
Club, concierge/front desk experience preferred
Knowledge of Vail Resorts computer systems such as RPOS preferred
Knowledge of Vail Resorts, Vail Valley preferred

Front Desk Agent Resume Examples & Samples

Follow DoubleTree etiquette guidelines as mandated on the employee staff guide
Assist in general maintenance and inventory of Front Office equipment and supplies and cleanliness of the Front Desk, PBX and reception area
Must be willing to work weekends, holidays, nights and graveyard shifts (as necessary)
Perform other tasks as assigned by the Front Office Manager or Assistant Front Office Manager
Maintain a clean and neat business-like appearance at all times, using a high standard of personal hygiene
High school degree or GED
At least one year relevant clerical experience
Ability to learn a variety of information about the company’s lodging and recreational facilities, packages and services, as well as general information about the area

Front Desk Agent Resume Examples & Samples

Ensure accurate check-in and checkout processes according to RockResorts brand standards
Answer phone calls politely and efficiently to meet and exceed all guest needs and requests
Solve basic folio and billing discrepancies to hotel standards and guest satisfaction
Maintain the second effort log and follow up to ensure all requests are responded to in a timely manner
Creates accurate keys to guest rooms according to owner log and LMS reservations
Must have excellent guest and associate relations skills
Possess strong organizational and verbal communication skills
Accurately and timely route all communication during an emergency situation
Ability to sustain composure at all times and remain calm during difficult situations

Front Desk Agent Resume Examples & Samples

Knowledgeable of the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
Assist in general maintenance and inventory of Front Office equipment and supplies; help maintain cleanliness of the Front Desk, PBX and reception area
At least one year of relevant clerical experience

Front Desk Agent Resume Examples & Samples

Conduct daily inspections of condos
Conduct arrival inspections for rental guest and homeowner arrivals
Daily interaction with guests and homeowners in a postive and professional manor
High level of attention to detail and ability to work on own required
Office duties - answer phone, pull up reservations in lodging system, update housekeeping report
Deliver packages as needed
Other projects and duties as needed
Prior Front Desk/Hospitality experience required
Strong verbal and writing skills required

Front Desk Agent Resume Examples & Samples

Ensure that the Guest request log, welcome call log, and complaint log are completed and followed up
Own all guest requests and ensure they are followed up within 15 minutes of the request
Ensure bucket checks are done at least once per shift and all problems remedied before shift end
Ensure all F11 requests are logged in MOD report
Deliver amenities, luggage assist, maintenance duties

Overnight Front Desk Agent Resume Examples & Samples

Bachelor's Degree or equivalent - preferred
Able to read, write, speak & comprehend English fluently - required
Valid Colorado Driver’s License - required
At least 1 year of guest service, hotel or hospitality experience - preferred
Able to work in a team and be detail orientated
Able to work weekends and holidays, days, and evenings - required
Able to lift and carry 50lbs
Knowledge of LMS property management system - preferred
Resume - preferred

Overnight Front Desk Agent Resume Examples & Samples

Perform daily operations of front desk including checking guests in and out, answering phones
Handle guest and owner issues and resolve in a timely and satisfactory manner
Communicate and coordinate with other front desks to anticipate and prepare guest requests

Front Desk Agent / Night Auditor Resume Examples & Samples

Greet all guests upon arrival and ensure a fast, efficient check-in process including verification of guests’ identification, credit, and payment for stay. Assign room keys, assist guests, complete registration cards, and provides other assistance as needed. Place guest and room information in the appropriate front desk packets and communicate information to the appropriate hotel personnel. Accommodate special requests whenever possible
Assist in pre-registration and blocking of rooms for reservations. Take same day and future reservations when necessary. Know cancellation procedures
Work closely with the housekeeping department, and coordinate room status updates by notifying the department of all check outs, late checkouts, early check-ins, special requests, and day use rooms
Follow procedures for issuing and closing safe deposit boxes. Supervise guests’ access to safe deposit boxes
Coordinate requests for maintenance and repair and maintain guests’ room key storage. Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures. Perform cashier responsibilities (i.e. bill and invoice settlement, post charges to the guest accounts, and perform foreign currency exchanges)
Answer inquiries pertaining to hotel services and amenities, area dining, entertainment, and travel directions
Assist with incoming calls through PBX console in a polite and professional manner using standard phraseology and routing to the right department, guestroom, meeting room, or facility. Use proper telephone etiquette. Take messages and ensure their prompt delivery. Use proper mail, package, and message handling procedures
Read and initial the daily pass-on log and bulletin board. Knowledgeable of daily activities and meetings in the hotel
Handle all in-house calls and communicate guest comments, complaints, and requests to the appropriate and managers
Arrange tours, taxis, or other transportation, or restaurant reservations for guests upon request
Report any unusual occurrences or requests to the assistant manager or manager on duty
Benefits: dental and vision plans, tuition assistance for our employees and their families, paid time off, flexible spending accounts, 2:1 retirement plan contributions, child care centers and up to $50,000 housing subsidy. And because we are a qualifying public service organization, you may qualify for Public Service Loan Forgiveness (PSLF) for educational loans. Don’t believe us? Visit benefits.usc.edu

Front Desk Agent Resume Examples & Samples

Displays a professional appearance, excellent guest service skills, has the ability to multitask, team player and strong communication skills
Creating and managing restaurant dining reservations
Creating and managing inventory for lodging rooms
Light housekeeping duties
Proficient in MS Office preferred
All duties assigned by managers

Front Desk Agent Resume Examples & Samples

Review arrivals noting special requests, blocking rooms as needed
Check guests in and out in a confident, professional and friendly manner
Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift
Review daily assigned arrivals which include VIPS, repeat guests, all packages, and any special requests
Follow established key control policy
Ensure proper credit card policies are followed
Submit all lost & found articles accompanied by a completed lost & found report
Knowledgeable of immediate area, resort services, attractions, and events
Knowledgeable of fire and emergency procedures
Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty
Monitor room availability throughout the day
Review daily the selling status of the hotel through communication with hotel management and Central Reservations team
Attend department meetings as requested
Perform all other duties as directed by immediate supervisor
Other Department related duties as necessary
Previous experience in a Front Desk or customer facing role
Works well under pressure, dealing with many arrivals and departures within a short period of time
Able to accommodate a flexible schedule that includes working weekends and/or holidays
Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors
Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism
The employee must regularly lift and/or move up to 10-25 pounds, and occasionally lift and/or move up to 50 pounds

Lead Front Desk Agent Resume Examples & Samples

Help train new team members at the discretion of the Front Desk Manager, Assistant Front Desk Manager, and Front Desk Supervisor
Exhibits a professional demeanor through appearance and maintains a positive attitude toward all employees, managers, and guests
Practices safe work habits in all types of duties and with all equipment

Intermediate Front Desk Agent Resume Examples & Samples

Greeting guests and homeowners in a warm and friendly, prompt and professional manner
Receive and process payments, explain guest charges accurately and professionally and respond to disputes of guest charges
May perform tasks related to and assist other staff with bellmen, housekeeping and maintenance
Handle confidential information, including guest records with a high degree of integrity

Front Desk Agent Resume Examples & Samples

Previous experience in a Front Desk or customer facing role preferred
Has the ability to learn and utilize the property management system quickly and correctly
Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, owners and vendors

Front Desk Agent Resume Examples & Samples

Be knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
Be knowledgeable about the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
Assist in general maintenance and inventory of Front Office equipments and supplies and cleanliness of the Front Desk, PBX, and reception area
At least one year of relevant clerical experience - required
Basic reading, spelling, and math skills - required
Ability to converse clearly and comfortably with many different types of people, and to deal courteously and efficiently with customers and other company personnel - required

Front Desk Agent Resume Examples & Samples

The ability to work independently with professionalism while maintaining a focus on quality and customer service
Candidate should have strong written and oral communication skills
Candidate should be able to stand or walk the majority of each shift
A valid driver’s license is required

Front Desk Agent Resume Examples & Samples

Perform occupancy checks via housekeeping
Valet cars when needed/occupancy over 50%
Assist with Food and Beverage and/or Housekeeping in times of need
Accommodate special requests of all guests when able
Be knowledgeable about daily hotel and resort operations, check daily event sheet, white boards and be up to date with all changes, new procedures and events
Complete daily checklist to ensure smooth daily operations
High school diploma or equivalent -required
College Degree -preferred
Able to communicate effectively in English, both written and verbal -required
Ability to multitask and strong verbal communication skills are -required
Prior guest service experience in a fast paced environment –preferred
Able to communicate with guest, homeowners, and colleagues professionally -required
Able to lift 30 lbs and to stand for long periods of time in excess of 4 hours without sitting -required

Front Desk Agent Resume Examples & Samples

Check in guests at the front desk, confirming and entering appropriate information by asking for an ID card and credit card
Knowledgeable of the Grand Summit, Silverado, Sundial, and DoubleTree hotel amenities and lay-out
Assist in maintaining cleanliness of the Front Desk, PBX, and reception area
High school plus one year of relevant clerical experience
Ability to deal courteously and efficiently with customers and other Company personnel

Front Desk Agent Resume Examples & Samples

Arrives for shift on time and in proper uniform
Check guest in and out, in a fast, efficient and friendly matter
Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction
Maintains confidentiality of guest information and pertinent hotel data
Obtains assigned bank and ensures accuracy of contracted monies
Take and properly record guest room reservations when required
Communicate with Housekeeping to accurately reflect clean/vacant rooms
Communicate with Hotel Sales with regard to group rooms and billing
Work with Room Service to insure proper placement of in-room gifts
Work with Casino Marketing to confirm room status and with any issues related to Casino guests
Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards
Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position
Read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons
Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel customer service standards
Adhere to and complies with both departmental and overall property policies and procedures
Perform any other related duties as assigned

Front Desk Agent Resume Examples & Samples

Pleasant personality, good looking
At least 1 year experience in 5-star hotel
College level education
Basic Telephone skills
Can handle cash transaction
Proficient in English both in oral and written English language
Knowledge of other languages would be an advantage

Front Desk Agent Resume Examples & Samples

Availability for a minimum of 1 year
Previous hotel experience required
Knowledge of or experience with hotel computer systems and programs
Strong crisis management skills
Strong commitment to service
Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in The Employee Handbook

Front Desk Agent Resume Examples & Samples

Greet and register incoming guests
Process guest folios and collect payment for in-house and departing guests
Administer and manage cash handling responsibilities
Handle guest requests and concerns promptly and with courtesy
Assist guests with any inquiries regarding local entertainment, restaurants or transportation
Maintain efficient and effective flow of information with guests and all internal departments
Handle additional duties as needed by guests or management
Minimum 1 year progressive experience in a hotel or related field required
Hotel and Customer Service experience preferred
Four Diamond hospitality experience highly desirable
Proficiency with Microsoft Outlook, Word and Excel
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to establish and maintain effective working relationships with associates, customers and guests

Franchised Front Desk Agent Resume Examples & Samples

Listening to, and understanding guest requests, responding with prompt and appropriate action, and providing accurate information such as outlet hours and local attractions
Providing guests with welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate
Verifying and imprinting credit cards for authorization using electronic acceptance methods, as well as handling cash, making change and balancing an assigned house bank
Posting charges to guest room and House accounts using the computer
Closing guest accounts at time of check out, and ascertaining guest satisfaction
Responding to, and addressing guest complaints and concerns
Summoning guest service personnel for assistance in escorting guests to their rooms as appropriate
Providing safety deposit boxes for guests by escorting them to the vault room and assisting the customer in opening the deposit box lock
Performing additional duties as assigned by the supervisor
High school diploma or GED
Prior hospitality experience, preferred
Knowledge of accounting operations to include all aspects such as accounts receivable, accounts payable, etc
Sufficient calculator skills to prepare moderately complex mathematical calculations without error
Strong English language skills

Senior / Front Desk Agent Resume Examples & Samples

Ensure the check-in/out procedures and service up to standard
Maintain records pertinent to the guests staying in the hotel
Responsible for the proper functioning of all phases of Front Desk operation and to perpetuate high standards of quality and areas of important

Franchised Front Desk Agent Resume Examples & Samples

This is a brilliant opportunity for a candidate with 1 year minimum experience in a customer facing role with previous branded hotel experience being desirable
Candidate will embody the spirit to serve and have a willingness to learn hotel systems and software
Candidate should be flexible with regards to hours and days of work

Front Desk 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 checks, 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
Perform other job related duties as assigned

Front Desk Agent Resume Examples & Samples

Handle all cash duties according to hotel policies, procedures internal rules and standards. Conform to cash handling procedures at all times
Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings.) Know how to handle safe deposit boxes
Ensure the cleanliness of the front desk and back office area at all times
Assist all guests in problems and questions as required. Ensure that all guest problems are resolved
Assist fellow associates in their jobs to ensure that all jobs are done on time
Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice
Be familiar with the AM, PM and Graveyard shift daily checklists to ensure smooth daily operations
Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment

Front Desk 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, room rate
Promote Marriott marketing programs. Make appropriate selection of rooms based on guests 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 checks, and other forms of payment
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
Perform any other job related duties assigned
Must have the ability to communicate in English, can communicate well with guests
Positive, energetic personality, willingness to learn and commitment to support and advance the image and reputation of the hotel
Ability to multi task and keep up in a fast-paced, customer service-oriented environment
1-2 years experience at the front desk in a full service establishment preferred
1-2 hospitality industry experience preferred
Experience with multi line phone system/switch board preferred
Strong interpersonal verbal communication skills

Front Desk Agent Resume Examples & Samples

Register & process guests and their assigned rooms
Accommodate guest requests
Communicating with hotel staff on the status of guest rooms
Up Selling guest rooms and promoting hotel services
Handling cash payments
Maintain a clean and neat front desk area
Please have solid references
Successful history as a front desk agent or related hospitality experience
Must have a flexible work schedule
Flexible schedule
Task-driven individual

Front Desk Agent Resume Examples & Samples

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Crescent and brand high standards of quality
Minimum of one year of previous customer service/hospitality related experience
Ability to stand and move throughout front office and continuously perform essential job functions
Must have outgoing personality, strong communication skills, and must be able to utilize empowerment to resolve guest situations
Previous front desk experience is preferred but not required
Hilton OnQ systems experience is a plus
Self-starting personality with an even disposition
Must be willing to “pitch-in” and help co-workers with their job duties and be a team player
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to establish and maintain effective working relationships with associates, customers and patrons

Front Desk Agent Resume Examples & Samples

Recognize all returning and VIP or Elite Member Guests and welcome them back
Deliver room service as needed
Assist customers in the Hotel Gift Shop
Perform any other job-related duties as assigned

Front Desk Agent Resume Examples & Samples

ADDITIONAL REQUIREMENTS
Front Desk experience is preferred
Clear driver’s License record required

Front Desk Agent Resume Examples & Samples

Respond to each Guest who approaches the Reception Desk
Drive rate through up-selling room brands
Proficiency in English (verbal and written), second language an asset
Previous customer related experience preferred
Computer literate in Microsoft Window applications an asset
Strong interpersonal and problem solving abilities
Ability to work well under pressure in a fast paced environment

Guest Services Agent / Front Desk Agent Resume Examples & Samples

Act as an ambassador of Fairmont Château Laurier
Follow all safety policies - Key member of crisis & emergency team
Other projects and tasks as assigned
Fluent in both official languages (French & English)
Minimum 1 year of related Guest Services experience
Ability to focus attention on guest needs, remaining calm and courteous at all times
Computer literate with exposure to Opera, Property Manager, Word and Excel is preferable
Must be flexible in terms of working hours

Front Desk Agent Resume Examples & Samples

Offer a genuine smile and greeting before the guest reaches the Front Desk
Ensure guest privacy and security and make sure that confidential information is not disclosed
Cover the overnight shifts and perform any duties related as described in the policies and procedures manual
Undertake and complete any special projects, tasks or other reasonable request by your department head and/or Hotel Management

Front Desk Agent Resume Examples & Samples

Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings&#8217
Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
Ensure the correct procedure and policy standards are adhered to
Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance

Night Front Desk Agent Resume Examples & Samples

Be available to deal with all guest queries and requests
Fully conversant with, and able to sell, all services and facilities available to guests using the hotel
Fully conversant with current availability situation at any given time, and also future availability
Ensure all necessary supplies are available for the front desk and to order more if required

Front Desk Agent Resume Examples & Samples

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
Ensure that standards are maintained at a superior level on a daily basis
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Maintain positive guest relations at all times
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Experience: Previous experience as a Front Desk Agent
Education: High school diploma
Technical Skills: Ability to input and access information in the property management system/computers
Language: Required to speak, read and write English, with fluency in other languages preferred
Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Overnight Front Desk Agent Resume Examples & Samples

High school graduate or equivalent vocational training certificate
Fluency in English both verbally and non-verbally
Prioritize and organize
Be a clear thinker, remaining calm and resolving problems using good judgement
Maintain confidentiality of guest information and pertinent hotel data
Ability to input and access information in the property management system/computers/point of sales system

Front Desk Agent Resume Examples & Samples

Perform a seamless arrival process, collecting & confirming pertinent guest information and ensuring all requests and inquiries are promptly addressed
Perform a faultless departure process, settling final accounts, offering your personal assistance on future reservations, taking immediate ownership of any concerns and leaving a final impression that instills within the guest an eagerness to return
Communicate pertinent guest information and requests to the appropriate department for immediate action
Act as a knowledgeable hotel ambassador, responding to guest inquiries with ease & finesse
Maintain complete knowledge of all aspects of the hotel, including, however not limited to, features and services provided and their hours of operation, room types, layout, appointments and location, as well as daily group/VIP activities
Obtain an assigned cash bank daily and maintain constant accuracy of contracted monies, keeping cash bank secured at all times
Immediately take ownership of all guest issues as they arise, documenting and following through to their full resolution
Play a supporting role in accepting reservations inquiries during periods of high volume in the Reservations Department
Perform additional duties, as assigned
Exceptional organizational skills and demonstrated ability to multi-task and prioritize in a fast-paced work environment
Must be self-directed, motivated, and demonstrate exceptional customer service, interpersonal and problem solving skills
Excellent ability to communicate clearly, concisely, and openly in all interactions (verbal and written)
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
Demonstrated ability to work with maximum accuracy, efficiency and attention to detail
Proficiency in Microsoft Office, Opera Property Management System, HotSOS, GoConcierge, and Givex software
Ability to maintain a flexible schedule to meet the business needs of a 24/7 hotel environment, including weekends, evenings and holidays

Front Desk Agent Resume Examples & Samples

To provide a courteous, professional, efficient and flexible service at all times. The Front Desk Agent must present in the property well groomed, clean and pleasant
To report on duty on time, for the AM briefing and for PM briefing at the butler’s office
To have a full knowledge of the Company Philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such: Spa, Restaurants, Kids Club, and Gym etc
Take notes of all the information, updates and instruction of the day before leaving the office
To follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards
Keep the guest’s agenda on daily basis and have a track of the location where the guests are
At the pantry write on the white board all the rooms the Front Desk Agent will be in charge making a note if a room is an arrival or a check-out with their respective arrival or departure time
Log-in Opera, Hotsos, and Go-Concierge obtaining all the information needed for the shift. Front Desk Agent reads all the experiences written in the Hand-Over’s of the previous day or shift in order to follow the guest experiences or opportunities to be followed-up
Welcomes the guest by the deck of each suite or by the main entrance depending of the time
The check-in experience per arrival guest must be filled-in
Offers suites orientation to the arrival guests following all the 5 diamonds, AAA and LQA standards
Extends special attention to rooms occupied by families according to the culture
Offers services as unpack-pack luggage
Takes care of the guest´s laundry, pressing and dry-cleaning with coordination of valet runner
Maintains guest wardrobe in a neat and tidy fashion
Arranges the fruit basket and amenities for arrivals and refills them on daily basis according to the guest wishes
Cutlery, glasses, dishes and napkins in the suites must be polished and totally cleaned before the guest arrivals. And all of the items must be perfectly folded and placed in the right position as per 5 diamonds standards
Polishes the guest shoes as per the set standards with the shoes tree in each pair of shoes
Delivers appropriate newspapers to the guest rooms
Coordinates with the front desk for speed check-out as per guest request
Delivers the final-bill to the guest the day before the departures
Check-in & check-out in the suite per presidential suite
Delivers guests’ mail and messages promptly
Informs to the housekeeping department the time desired for the daily cleaning and turn-down service
To be fully conversant with all services and facilities offered by the hotel
To be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures
To be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment
To assist the Guest during the medical service in the suite or in the hospital
To have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance
To ensure that the Place of Work and surrounding area is kept clean and organized at all times
To perform all his/her duties with the same sense of priority and dedication
To monitor operating supplies and reduce spoilage and wastage. To keep a friendly environment attitude at all time
To host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner
To serve our guests in a calm, discrete and courteous manner, respecting timing standards
To support the other departments such as Housekeeping and Room service with their duties
To operate and coordinate with relevant departments the in and out in the room and optimize service while the guest is away as often as possible
To keep a critical eye during the process of room inspection and to report any default equipment
To anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day
To assist the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary
To handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests
In case of celebrities in the resort to get the final comments and signature on the VIPs hotel book
To farewell the guest outside of the suite at the check-out date
To fill out the internal communication forms (amenities form, guest profile forms, guest activities form
To help with the update of the guest history in the system in collecting information collected
To help monitoring the stock inventory and to follow up on pending issues with the tracking system
To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety
To report for duty punctually wearing the correct uniform and name tag at all times
To maintain a high standard of personal appearance and hygiene at all times
To maintain high standards of the hotel when fulfilling his/her duties
To maintain a calm, courteous and gracious attitude at all time
To maintain a good rapport and working relationship with staff in all other departments
To be very familiar with the Room division/Front office policies and procedures
To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities
To undertake any reasonable tasks and secondary duties as assigned by the Butler supervisor
To project at all times a positive and motivated attitude and exercise self control
To carry out any other reasonable duties and responsibilities as assigned out of the list
Experience: Experience as a Front Desk Agent or direct guest contact at a 5 star hotel

Front Desk Agent Resume Examples & Samples

Availability to work any day of the week and any time of the day
Compute basic arithmetic
Fluency in English both verbally and written
Perform job functions with attention to detail, speed and accuracy
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Understand guest’s service needs
Work cohesively with co-workers as part of a team
Fluency in a second language
Certification in CPR

Front Desk Agent Resume Examples & Samples

Responsible for counting the cash drawer upon the start and the end of the shift
Check the Front Desk Log Book for any special requests, problems, etc
Update Credit Exemption Report daily, and notify guests if any additional monies or credit approvals are required or if any problems arise
Check reservations against in-house guests for duplication
Maintain regular contact with the housekeeping Office by communicating the status of rooms
Handle guest check ins and check outs during the shift
Assign rooms to all guests and sell rooms from the deluxe category on. Maintain a high average rate and handle room and rate changes with management consent
Explain in-room and hotel features, key operation, places of interest, etc. to arriving guests
Maintain Source of Business Report
Completion of all required shift paperwork and reports accurately and completely. Complete all end of shift closing procedures and ensure that the cash drop in completed
Assume responsibility for the print out of guest and administrative phone charges, if not automated, during the business day
Maintain a clean and organized Front Desk at all times
Record and make all guest wake up calls properly, as well as courtesy welcome calls to newly arrived guests
Answer the switchboard in a timely and courteous manner and taking accurate phone messages
Check arrival dates on all reservation forms to ensure accuracy
Work closely and cohesively with other Front Desk, Front Office and Reservation Personnel
Distribute guest mail and storeroom keys in the designated place
Communicate all important information to following shift to ensure a smooth transition
Respond to all emergency situations in accordance with proper policies, procedures, and common sense
Wear appropriate uniform and maintain personal cleanliness
Participate as a team player with all departments
Assist with projects and reports
Performs all other duties as assigned by management

Front Desk Agent Resume Examples & Samples

Takes care of the arrival and departure processes for guests in compliance with internal procedures
Maintains excellent relations with the welcomers, ensuring their activities complement each other
Informs guests about the formalities, any particular conditions relating to their stay and the services available
Handles phone calls
Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team
Ensures that all guest documentation is up-to-date and available
Depending on the type of hotel, may

Front Desk Agent Resume Examples & Samples

To be available at all times to deliver service beyond expectation
Maintain the positive appearance, proper grooming and keeps tidy
Responsible for smooth check-in, check-out, posting all transactions and reporting
Has good knowledge of hotel information and Accor programs, rate structure, activities, product, housekeeping and front office tasks and procedures
Good knowledge of room availability, peak season or fully booked
Pays full attention to guest’s demands, especially when dealing with handling any complaint. Shall always try his / her best to put her / himself in the guest’s position. If guest problem can not be solved, refers to the superior directly
Provide assistance to the guests who have health problems by offering first aid kit or doctor’s service
Arrange all pick-up / transfer services
Handle wake-up call requests
Prepare and organizes handling of group check-in and check-out
Inform superiors properly regarding potential skippers
Inform superiors and all service areas in case of sleep out, as well as the guest him / herself regarding the sleep out policy
Refer to bell attendant regarding messages, facsimiles, packages etc, to and from guests. Record as per procedure
Respond promptly, completely and cheerfully to all guest questions, problems, and requests. It is the Front Desk clerk’s responsibility that all above is followed up if tended to by other employees / departments for example connecting room, room moving or incognito
Inform the superior on all outstanding balances of the guests for further action (lock out)

Front Desk Agent Resume Examples & Samples

Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the Starwood Preferred Guest Program and provide recognition and benefits to all present members
Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested
Assist in handling mail, email and facsimiles and providing guest with information regarding hotel facilities and local attractions
Book reservations for those guests who approach the Front Desk
Minimum of 1 year cash handling experience utilizing computerized point of sale system required
High school diploma or general education degree (GED), or 1-3 years related experience and/or training; or equivalent combination of education and experience
Previous experience with Microsoft Office, e-mail and other computer systems required
Attentive and detailed oriented
Ability to maintain a high energy level in a fast paced environment and manage multiple tasks simultaneously
Capable of performing specified procedures and following instructions
Effective communication skills; ability to communicate with guests and co-workers

Front Desk Agent Resume Examples & Samples

Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float
Handle guest requests, questions and concerns effectively and promptly
Performs any and all other tasks assigned by management
Upholds the highest standard of internal and external customer service at all times
Proficient in the English Language (verbal & written), second language is an asset
Previous experience and knowledge of Property Manager is an asset
Required knowledge of Windows' Office Suite
Must be able to handle multiple tasks in a dynamic, fast-paced environment
Able to stand for long periods, at least 8 hours per shift

Front Desk Agent Resume Examples & Samples

Previous experience working within a similar role in a 5star environment preferred
Outgoing personality and outstanding guest service skills
Ability to use Opera, Micros & MARSHA System and other operating systems
Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
Have a complete understanding of the Marriott Reward program
Welcome all guests with a smile and maintain a professional approach at all times
Be knowledgeable about daily hotel operations, check daily event sheet , bulletin boards and be up to date with all changes, new procedure and events
Have knowledge of hotel rates, package and discounts
Attend the shift briefing, daily 15 minutes training and front office monthly meeting
To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards
Be fully aware of hotel credit policy and procedures and ensure that it’s adhered at all time
Be knowledgeable and promote the Marriott rewards program
Keep yourself informed with all VIP arrivals
Be flexible in regard to work schedule
Take initiative through empowerment to ensure complete guest satisfaction
Handle mail and messages properly and on confidential basis
Know how to follow all hospitality guidelines and daily service basics
Report any unusual occurrences or requests to the manager or supervisor on duty
Be familiar with the AM, PM and night check list to ensure smooth daily operations
Ability to communicate with all managers, supervisors and fellow associates

Franchised Front Desk Agent Resume Examples & Samples

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
Process all payment types such as room charges, cash, checks, debit, or credit
Process all check-outs including resolving any late and disputed charges
Answer, record, and process all guest calls, messages, requests, questions, or concerns
Coordinate with Housekeeping to track readiness of rooms for check-in
Deliver items to guest rooms, and/ or retrieve luggage for guests as requested
Act as concierge to book tours, transfers and sell tickets to guests
Supply guests with directions and information regarding property, Disneyland, tickets/ tours, transfers, and local areas of interest
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
Complete designated cashier and closing reports in the computer system
Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information
To be successful in this role, you must have excellent English communication skills and be able to read, write and speak fluently
You will regularly use a computer and different software
This position requires continuous movement and occasionally
All Applicants must submit application and resume in person to property directly; must be 18 or older to apply
Previous hotel or customer service experience preferred
Note: This hotel operates seven (7) days a week and twenty- four (24) hours per day. All employees both management and hourly must realize this fact and be willing to hold a flexible schedule that includes: nights, weekends and holidays

Front Desk Agent Resume Examples & Samples

Ensures that all room discrepancies are cleared
Oversees blocking of special room requests for next day’s arrivals
Maintains a neat and orderly control desk and area
Consistently presents a polished and professional role model image to guests, coworkers, and other departments
Complete job duties as listed on their shift checklist in a timely manner and alerts assistant manager if assistance is needed
Perform any other duties as assigned by the front desk and Sonesta management
Coordinates out of order rooms with housekeeping
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
Meet with Supervisor to review daily assignments and priorities
Meet with departing Front Desk Agent to review business status and follow up items
Access all functions of computer system
Set up work station with necessary supplies
Assist PBX with switchboard duties
Assist with Reservations calls
Handle all Reservation calls
Process, record and follow up any details relative to such
Provide Concierge service when no Concierge is available
Assist in other Front Desk areas as assigned
Provide guest room tours
Legibly document maintenance needs on work orders and submit to Manager

Overnight Front Desk Agent Resume Examples & Samples

Position is overnight and must be willing to work alone
Valet of guest vehicles and provide luggage assistance if needed
Ensure reports are run for daily operations team
Read emails and check most recent MOD report to ensure knowledge of all events
Ensure all registration cards have guest signatures and initials, room assignments, credit card swipes, and are completed as necessary with employee sign off
Must follow all SOX compliance procedures
Must follow department and resort grooming standards
Assist all guests in problems and questions as required. Ensure that all guest problems are noted on the maintenance log and reported. Follow up calls made to guests
Complete nightly checklist to ensure smooth operations
Perform all duties assigned by managers
Valid Driver’s License -required
Spanish speaking –preferred
MS Office proficiency -required
Excellent guest service skills
Experience in a guest service environment –preferred
Previous knowledge of the Resort –preferred
Proficient on property management systems (SMS, PMS, LMS) –preferred
Flexible schedule including weekends and holidays -required
Resume with professional references -required

Front Desk Agent Resume Examples & Samples

Create memorable experiences with a warm, welcoming personality that can relate to guests and associates
A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy
Previous experience with Opera

Front Desk Agent / Night Auditor Resume Examples & Samples

Keeps record of all arriving/departing and in-house guests
Provides accurate directions and resort information for guests
Upsells other resort services and amenities to guests
Assists with luggage storage and retrieval
Valet parks cars
Maintains knowledge of valet parking lot flow
People Person. The best part of serving others is creating experiences for them that go beyond the expected

Front Desk Agent Resume Examples & Samples

File MOD reports and post pre-shift meeting
Conduct pre arrival phone calls/emails
Conduct post arrival & follow up phone calls

Front Desk Agent Resume Examples & Samples

Check guests in and out of the hotel in a confident, professional, and friendly manner
Review daily assigned arrivals, including VIPs, repeat guests, mailed packages, and any special requests
Submit all lost and found articles, accompanied by a completed lost and found report
Be knowledgeable about immediate area, resort services, attractions, and events
Be knowledgeable of fire and emergency procedures
Open, secure, and balance out daily shift bank
Attend departmental meetings as requested
Previous experience in a Front Desk or customer facing role - preferred
Ability to learn and utilize property management system quickly and correctly
Ability to accommodate a flexible schedule that includes working weekends and/or holidays
Ability to read, write, and verbally communicate in an effective and professional manner
Ability to diplomatically handle difficult situations and people while exhibiting a consistent level of professionalism
Must be able to lift and/or move up to 50 pounds at one time

Front Desk Agent Resume Examples & Samples

Checks guest out of the hotel, preparing and explaining the bill
Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
Able to read reports, maps and directions, utilize computer systems, and communicate to guests both verbally and in writing to guests
Explain reservations, computer and work-related materials i.e. newspapers, brochures, promotional flyers, and reports
Excellent inter personal skill

Front Desk Agent Resume Examples & Samples

Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
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 including Destination Delivers
Opens car doors for guests

Front Desk Agent Resume Examples & Samples

Assist the Front Office Manager with daily Front Office operations
Provide prompt service and actively seek opportunities to drive Guest satisfaction
Ensure the team are kept fully aware of any relevant feedback from either the Guests or other departments
Manage, resolve or escalate any and all Guest complaints quickly
Work with all facilities and services provided within the hotel and identify opportunities for up-selling and promoting new or ongoing events
Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
Ensure a high level of product knowledge of the hotel and the local area and be aware of the daily hotel event schedule
Attend all Front Office meetings
Act in accordance with fire, health and safety regulations and follow the correct procedures when required
Serve your role and Team in an environmentally-conscience manner
Previous customer service experience within the hotel/leisure/retail sector
Numerous landmark hotels around the world
More hotels in construction
Offering world-class spas
Gorgeous golfing destinations

Front Desk 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
Comply with hotel security, fire regulations and all heath and safety legislation
Previous experience in Front Desk
Ability to work on your own and as part of a team
Previous experience in Front Office

Front Desk Agent Resume Examples & Samples

Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
Comply with hotel security, fire regulations and all health and safety legislation
Positive attitude and good communication skills
Calm, efficient, and organized with great attention to detail
Ability to multi-task while maintaining a positive attitude when working with a Guest
Professional manner with an emphasis on hospitality and guest service
Previous experience in cash handling
Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
Conflict resolution experience

Franchised Front Desk Agent Resume Examples & Samples

Guest Service: Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows CSM guest service recovery program
Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. CSM procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to CSM general work rules and department procedures. Attends all required department and hotel meetings
Safety/Risk Management: Maintains a clean and safe work area in compliance with CSM, brand, local, state and federal regulations. Follows all CSM procedures for guest/associate incidents. Knowledgeable of hotel emergency procedures
1+ years prior guest service experience required preferably in a hospitality setting
Excellent verbal communication skills needed
Attention to detail, customer focused and the ability to perform job duties in a fast paced environment

Front Desk Agent Resume Examples & Samples

Maintain positive guest, owner and associate relationships:Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (35% time)
Must be people oriented and able to work independently or with others as needed
Available to work a flexible schedule including days, nights, weekends and holidays

Front Desk Agent Resume Examples & Samples

Ability to input and access data in PC database
Ability to understand guest inquiries and provide responses
Ability to promote positive relations with all individuals who approach the Front Desk and by telephone
Ability to focus on guests' needs, remaining calm and courteous
Ability to focus on details, prioritize, organize and follow up
Ability to show initiative; work well under pressure of multiple arrivals/departures within any given period of time
Ability to maintain confidentiality of all guests and hotel information
Ability to ensure security of guest room access
Ability to work in a team and cooperate with other departments
1All hotel features/services, hours of operation
2 All room types, numbers, layout, decor, appointments and location
3 All room rates, special packages and promotions
5 Room availability status for any given day
6 Scheduled daily group activities
Maintain complete knowledge and comply with all hotel and departmental policies and procedures
Keep control over the assigned deposit box. Keep it secure
Meet with supervisor to review daily assignments and priorities
Access all function of computer system according to established procedures and standards
Set up workstation with necessary supplies; maintain cleanliness throughout shift
Answer department telephone within three rings, using correct greeting and telephone etiquette
Promote positive guest relations to all individuals approaching the Front Desk
Accommodate all requests for information in a congenial manner
Process all guest check-ins according to established hotel requirements
1 Confirm reservation in system and review all noted information
2For guests without a reservation, sell a room type agreed upon
3Register guest in PC database and generate a registration card
4 Tell the guest about registration card information
5Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
6 Assign guest room
7Advise guest of any messages, mail, faxes, etc. received for them
8 Inform guest of room safe and mini-bar key and room key procedures
9 Issue parking passes/validate valet parking tickets and enter information in computer
10Communicate services and amenities included in packages to guests on packages
11Obtain proper identification for tax-exempt guests and attach form to registration card
12 Ask the guest to sign necessary papers
13 Ensure that Bellman escorts guest to the room and transports their luggage to the room
Perform the registration for foreign guests according to the local laws on registration
Communicate V.I.P. arrivals to the staff for escorting and delivering amenities
Set up accurate bills for each guest checking in according to their requirements (i.e., shares, separate room/tax/incidentals, comp)
File registration cards and vouchers in bucket by room number
Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests
Make room change
Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction
Document all guest requests, complaints or problems immediately to the mystique system and notify designated department by using F9/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
Take, record and deliver messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals
Offer detailed information on the voice mail system to callers and guests wishing to leave message
Accept and record wake-up call requests; deliver to PBX
Issue safe deposit boxes to guests and ensure security of keys
Distribute all guest and department mail
Document and confirm reservations and cancellations
Block rooms in the PC database and follow necessary requirements
Communicate necessary guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Generate, print and distribute daily and weekly reports
Match the bucket check to in-house guest ledger report; report discrepancies to manager
Process all checkouts according to established hotel requirements
1 Resolve any late charges
2 Present folio to guest and resolve any disputed charges
3 Settle guest accounts following Accounting procedures
4 Retrieve guest room key from guest
5 Request guest comments on their stay
Process express checkouts throughout the shift
Handle requests for late checkouts according to established hotel procedures
Conduct group check-ins/outs according to established hotel procedures
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
File guest room keys and ensure the safe keeping of keys at the Front Desk
Adhere to all cashiering procedures
1Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
2 Make change for guests
3 Post charges
4Settle room accounts
5 Run closing reports
6 Count bank at end of shift
7Complete designated cashier reports
8 Balance receipts
9 Drop receipts
10 Secure bank
Legibly document pertinent information in the logbook
Carry out official orders of the immediate manager
Successful completion of the training/certification process
To follow fire and work safety regulations

100

Franchised Front Desk Agent Resume Examples & Samples

Ensure compliance with brand standards as well as Pearl standards and procedures
Maintain effective and open communication
Foster teamwork
Must possess high energy, professionalism and confidence very day and in every way
Be a highly motivated and enthusiastic
Participate in Pearl required daily and weekly meetings with enthusiasm and commitment to success
Deliver the highest performance
Ability to stand and move throughout front office and continuously perform job functions
Ability to access and accurately input computer information
Must be capable to successfully prioritize, delegate, organize and multi-task
Must be compliant of brand standards and Pearl standards and procedures
Ability to effectively deal with customers at times where it requires a high level of patience
Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
Actively involved in Guest Services to inspire guest’s loyalty
Ensure that the front desk and lobby area are clean and well maintained
Fully complete daily checklist
Promptly answer phone and use a clear and concise voice when speaking
Commitment to a positive guest experience
Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
Respond with appropriate action to guest’s requests and provide accurate information
Field guest complaints and fully research to find the most effective solutions and negotiate results
Must be able to conduct daily business with integrity and be ethical at all times
Must comply with security controls for cash and shift drops
Review pass-on log and security log for issues which need action
Must wear only approved uniforms including name tag at all times
Must maintain a safe working environment through ongoing compliance of safety guidelines
Treat guests, associates, vendors and co-workers with professionalism and respect at all times
Ensure understanding and execution of emergency procedures
Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates

101

Front Desk Agent Resume Examples & Samples

Prior luxury hospitality experience
High school or equivalent education preferred
Previous Starwood hotel experience preferred, but not required

102

Front Desk Agent Resume Examples & Samples

Consistently offers professional, engaging and friendly service
Ensure the completion of daily pre arrival (3 day and prior day reservations) checks and that guest preferences or requests are adhered to where possible
Initiate guest contact with regular guests and Fairmont Presidents Club members, and VIP’s, by telephone call and “meet and greet” in order to create customer loyalty to the resort and brand
In the absence of the Guest Service Manager actively participate in pre-Convention meetings and awareness of the key points for each group arriving at the hotel and the communication of these points to the team
Act as a point of contact for all guests during their stay and undertake Duty Management responsibilities at the resort
Liaise with all other departments in the resort in order to assist in facilitating complete Guest Service
Through delivery of or our mission statement and Service Promise ensure the guests satisfaction is met by the front office. Ensure that guest service issues are resolved and requests for additional special services are carried out
Ensure the effective follow up of all guest requests as dictated by the Fairmont standards
Manage colleagues in the front office environment effectively and liaise with other leaders within the Rooms Division. Assist in the chairing of monthly colleague meetings to maintain communication of key activities and business information to the team and encourage colleague participation in achieving the departmental goals and objectives
Assist in the recruitment, training and development of front office colleagues and ensure that a manpower plan is in place for the department
Coordinate the colleague schedules, payroll, productivity levels, performance logs and conduct colleague discussions where necessary
Assist in the ‘one on one’ colleague reviews and action any key points/issues raised
Previous experience is an asset

103

Front Desk Agent Resume Examples & Samples

Previous front desk/ resort experience preferred
Experience with OPERA preferred
Holiday and vacation
Winter Season Lifestyle Benefit that can be used towards one of the following

104

Front Desk Agent Resume Examples & Samples

Program keys and make key packets
Handle cash, traveler’s checks and credit cards in a safe and accurate manner
Must be proficient in counting money, providing guests with change whenever needed
Log wakeup calls and communicate messages to guests
Must have the ability to speak clearly and confidently in front of groups of up to approximately 80 people
Learn and use Maestro property management system and Microsoft Office programs
Must be fluent in English language both spoken and written

105

Franchised Front Desk Agent Resume Examples & Samples

Register and assign rooms to guests of the hotel without announcing room numbers. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
Keep records of room availability and guests accounts. May make, confirm and cancel reservations for guests
Compute bill, collect payment and make change for guests. May post charges such as room, food, liquor or telephone by hand or machine
Answer, receive and transfer incoming calls/outgoing calls, messages, faxes utilizing appropriate means ie telephone, fax, switchboard, computer
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
Verify customers' credit, and establish how the customer will pay for the accommodation as stated in the SOP. Account for all cash and make deposits in accordance with hotel and company policies
Answer inquiries pertaining to hotel services, registration of guest and shopping, dining, entertainment and travel directions. Record guest comments or complaints, referring guests to managers as necessary
Reports to work for scheduled shift, on time and in uniform in accordance with company policy
Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications
All other duties as assigned or needed

106

Front Desk Agent Resume Examples & Samples

College Degree preferred
Valid US driver's license is required
Resume is required
Able to communicate effectively in English (both written and verbal)
Previous hospitality or guest service experience preferred

107

Front Desk Agent Resume Examples & Samples

Ensure all special requests are followed through and administrated
To be fully conversant with current availability situation at any given time, and also future availability
Liaise with housekeeping and Rooms Coordinator in the respect of Out Of Order rooms, special requests and discrepancy rooms
Cover overnight shifts and perform any duties related as described in the policies and procedures manual and in the Employee Handbook

108

Front Desk Agent Resume Examples & Samples

Key Job Functions
Preferred, college or training in Hospitality Industry
Preferred, previous experience as Front Desk Agent/Night Auditor
Preferred, previous cashiering experience
Preferred, fluency in a foreign language
Preferred, certification in CPR
Ability to perform job functions with attention to detail, speed and accuracy
Excellent phone & verbal communication skills
Exert physical effort in transporting 25 pounds to guests or other hotel areas
Endure various physical movements throughout the work areas
Remain in stationary position for several minutes/hours throughout work shift
Satisfactorily communicate with guests, management and co-workers to their understanding

109

Front Desk Agent Resume Examples & Samples

First contact for guest concerns – Each hotel to set specific options for service recovery
Training of all new Front Office Hosts
Conduct huddles to ensure clear communication of the day’s events to all Front Office Host
Food & Beverage inventory and ordering
Oversee FIFO (first in/first out) process with Food & Beverage
Conduct property tours for new hires and clients as necessary to assist the Sales department
Oversee group reservations to ensure that they are pre-assigned and pre-keyed
Initiate boards for Housekeeping in the morning
Walk through of public areas and kitchen with follow up report/checklist to management
Responsible for overseeing proper meeting room set up/tear down for internal and external clients
Act as Manager on Duty in the absence of management
Inventory control of Restore and kitchen supplies
City Ledger follow up notices
Schedule flexibility – must be able to work any shift
Ability to work well with other associates
A desire and the ability to grow into a management role is preferred

110

Overnight Front Desk Agent Resume Examples & Samples

"Sell" Northstar to all potential customers, keeping current on rates, promotions, and special events
Check out guests reviewing billing and payments
Perform deliveries (company vehicle) and light maintenance (will train)
Work within established guidelines to resolve any problems to the guest's satisfaction

111

Front Desk Agent Resume Examples & Samples

Graciously and thoughtfully interacts with all guests in an effort to create positive guest experiences and memories; personalizes service; makes every effort to meet and exceed guest requests and expectations; demonstrates anticipatory service when appropriate and helpful
Proudly represents hotel and supports all company products, services, and initiatives
Performs all duties with a strong commitment to safety
Knowledgeable of emergency procedures and hotel evacuation plan
Must be articulate avoiding the use of slang and phase fragments
Hotel registration in accordance with established policies and procedures
Hotel checkout in accordance with established policies and procedures
Adherence to established cashiering policies and procedures
Directs guests through the property as requested
Knowledgeable of all room types and locations including services and amenities
Knowledgeable of all hotel outlets and hours of operation, hotel services, activities, and group functions
Familiar with locale and can assist guests with off property requests
Maintains excellent rapport with all departments
Functions as Concierge in their absence providing seamless service to guests
Functions as a Switchboard Operator in their absence providing seamless service to guests
Functions as a Reservations Agent in their absence providing seamless service to guests
Upholds established grooming and appearance standards
Associate degree preferred
Previous hospitality experience required
Proficiency in computer and keyboarding skills with strong attention to detail
Strong guest relation and interpersonal skills
Commit to resolving all guest issues as they are reported or prior to guest departure
Demonstrate concern and empathy in all guest situations
Perform all job responsibilities with honesty and integrity
Respect guest privacy
Shifts will vary based on business demands - need 2nd and 3rd shifts
Position requires flexibility to accommodate changing business demands; position requires availability to work evenings, weekends, and holidays
Position is classified as “essential” which requires attendance in the event of inclement weather
Ability to lift 33-44 pounds; frequent bending and long periods of standing

112

Front Desk Agent Resume Examples & Samples

College education or equivalent experience
One to two years of luxury Hotel experience
Strong guest service experience
Ability to work well and maintain organization in a fast paced environment
Requires knowledge of the ability to operate computer equipment
Excellent ability to read and speak and write English

113

Front Desk Agent, Vail Marriott Resume Examples & Samples

Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA
Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the LEARN procedures
Handle mail and messages properly and on a confidential basis
Handle all duties according to hotel policies, procedures, internal rules and standards
Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events
Have knowledge about room rates, packages, discounts and promotions and know how to handle each
Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler programs
Know how to handle safe deposit boxes
Must be able to speak, read, write, understand and comprehend English fluently. - required
2 satisfactory references. -required

114

Front Desk Agent Resume Examples & Samples

Must be able to work well with others in order to create a positive team environment
Must be flexible in hours and days worked, including weekends and holidays
Must be able to maintain an even temperament when dealing with high stress situations
Must be able to use a calculator to preform moderately complex mathematical calculations without error

115

Overnight Front Desk Agent Resume Examples & Samples

To follow all specified procedures to audit the shift closing of all front office staff
To produce accurate and timely reports and correctly handle all cash transactions
To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts
RPOS closing
Balance and audit for accuracy room revenue, cashier’s reports, and guest and house accounts; such as Virtual Credit Card, Non-Zero balances, etc
Assisting the preparation of all reports relevant to daily revenues
Complete and transmit daily management and accounting reports and supporting documents
Perform all Front Desk Agent functions as required; including the reinstatement of rolled over reservations and blocking as necessary
Tax Exempt—Audit for forms that are incorrect, scan and save forms to SharePoint. File when complete
Responsible for checking in and out of hotel guests, creating walk- in and booking call-in reservations, answering hotel phone calls, answering general guest questions following Vail Resorts and property standards
This position will work closely with Emergency Services assisting with guest emergencies and evacuations during night time hours
Respond to and assist guests with housekeeping related requests
Assist with other duties as assigned
Ensure maximum revenue for hotel by selling walk-in reservations (is this redundant? See 4 lines up) but like the point of max rev
Ensure all guest request and resolution logs are completed and followed up on

116

Front Desk Agent P / T Varied Resume Examples & Samples

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Be knowledgeable of all tours/groups
Maintains records for all VIPs, special requests, etc
Arranges bell service for guests
Performs special deliveries or errands for guests
Experience. Previous experience passionately providing service to others. Excellent phone skills needed
Great communicator. Providing amazing experiences requires the ability to communicate to any guest, client or associate

117

Front Desk Agent Resume Examples & Samples

Check guest in, ensuring proper credit is received, special requests are noted / fulfilled and accurate information is established
Communicate with all departments regarding in house VIP’s and any special needs
Thoroughly complete all guest transactions
Maintain an up to date working knowledge of all hotel amenities as well as any special events
Interact with team in a professional manner, assisting other departments with necessary information
Be knowledgeable of all emergency procedures and Hotel policies
Maintain house bank and handle all checks and cash according to Hotel policies and procedures
Communicate all pertinent information to Managers and Supervisors
Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
Solicit guest feedback via guest comment cards
Answer the telephone in a professional manner and assist guests with any questions, directions to the property etc. * 1+ YEARS PRIOR HOTEL FRONT DESK EXPERIENCE IS REQUIRED!
Previous hotel front desk experience is preferred
OnQ PMS experience preferred
Above average communication skills, both verbally and in writing
Exceptional computer and numeracy skills
Must be able to work days, nights, overnights, weekends and holidays
Major hotel brand experience required, Hilton experience preferred
Ability to stand, walk and continuously perform essential job functions behind the front desk

118

Front Desk Agent Resume Examples & Samples

One to two years of prior guest service experience is preferred
Prior hospitality experience is also preferred
All team members must maintain a neat, clean, and well groomed appearance
Must have reliable transportation and have open availability. We are open 24 hours a day 7 days a week

119

Front Desk Agent Resume Examples & Samples

Carries out all operations concerning guest arrival and departure in compliance with internal procedures
Informs guests about the formalities, any special conditions relating to their stay and the services available
Applies the procedures of internal audit
Makes the update of the information contained in the lectern and e-lectern
Able to handle reservations should needed

120

Front Desk Agent Resume Examples & Samples

You build strong partnerships with internal customers and outside vendors
You possess excellent communication and leadership skills and are a creative problem solver
You are a proactive, self-starter who can work well both independently and as part of a team
You are comfortable being a change agent and creating a welcoming environment

121

Front Desk Agent Resume Examples & Samples

Providing baggage handling
Delivering packages and other duties relating to guest comfort and convenience
Possess a Valid U.S. Driver’s License - required

122

Front Desk Agent Overnight Resume Examples & Samples

Must have excellent customer service/hospitalityskills
Be able to stand on feet for extended periods of time
Must be available to work a flexible schedule (weekends/holidays- this position is overnight 11:30pm to 7:30am)

123

Front Desk Agent Resume Examples & Samples

PC Skills
Microsoft Office: Word, Excel, Outlook
Hotel Hospitality Front office system knowledge
2 - 4 years of guest services experience in a hospitality/hotel/resort environment and/or
3 year of customer service experience in service or retail environment

124

Front Desk Agent Resume Examples & Samples

Performs Front Office operations, applying the organizational structure defined by the Front Office Manager
Together with the Guest Relations Manager, is jointly responsible for welcoming and taking care of guests throughout their stay
Contributes to guest satisfaction at all times by providing high quality services throughout their stay
Helps meet the department's quantitative targets through his/her sales efforts

125

Franchised Front Desk Agent Resume Examples & Samples

Conducting micro-local research which provokes guest's interests and peaks their curiosity about the local via internet, phone, and in-person visits
Finding stories about establishments that guests would not be able to find on their own
Inputting, editing, and maintain their local area knowledge in the Wcities database
Creating, printing, and distributing guest-facing Local Navigator Guides
Educating and updating co-ambassadors on their micro-local information
Support the R Navigator and R Ways programs by visiting departments to review material and answer questions
Ensure Renaissance Routes letters are used when providing map or directions
Use the Navigator Tablet to provoke the discovery of the local neighborhood
Complete all online courses and necessary brand level certifications
Review and maintain brand standards for Navigator program and listen in on quarterly webinars to keep program updated
Set up and maintain lobby welcome reception
Engage guests in Renaissance Beverage Ritual
Help coordinate reservations and transportation needs of our guests
Maintain hotel social media platforms in coordination with sales and marketing team
Be able to perform all functions of Guest Services to include guest check-in and check-out, phone operations, and be completely versed in property offerings
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
Take the initiative to welcome and acknowledge guest and when appropriate, thank guests with genuine appreciation
Perform multiple cognitive tasks simultaneously
Comply with quality assurance expectations and standards
Stand, sit, or walk for an extended period of time
Use personal judgment and specialized knowledge to give information to guests
Demonstrate ability to perform work requiring effectiveness in personal transactions both face to face and on the phone
Demonstrate ability to establish warm and friendly relationships with guests
Quickly operate a computer terminal keyboard and a multiple-line telephone console simultaneously with a high degree of accuracy
Be alert and aware
Previous Guest Services experience an asset
Responsible and reliable
Ability to read and comprehend instructions, both written and oral

126

Franchised Front Desk Agent Resume Examples & Samples

Handle guest registration and room assignments, accommodating special requests whenever possible
Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies
Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc
Cancel room reservations according to procedures
Walk customers in a professional and courteous manner according to procedures
Inventory guest room keys according to policy and request re-keying as necessary
Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment

127

Franchised Front Desk Agent Resume Examples & Samples

Ensure that all Guests receive a courteous and efficient check-�in and check-�out experience and Guest service standards are followed at all times
Handle Guest issues, complaints, and requests and proactively resolve in a manner satisfactory to both the Guest and the hotel
Coordinate with other departments to ensure the proper delivery of all Guest requests
Answer Guest questions regarding local area and be able to give proper directions to these areas
Demonstrate proper telephone etiquette including transferring calls and taking accurate messages for Guests and team members according to company standards

128

Franchised Front Desk Agent Resume Examples & Samples

Checking guests in and out of the hotel in a efficient, courteous and professional manner
Ensuring that special requests are noted and fulfilled
Communicating with all departments regarding in house VIPs and any special requests/needs
Promoting and selling special hotel programs, special rate packages and upgrades when appropriate
Interacting with hotel associates in a professional manner, assisting other departments with necessary information
Answering the telephone in a professional manner and assisting guests with any questions, directions, etc
Managing and resolving all guest complaints and compliments in a professional and courteous manner
Listening and responding to guest inquiries using a positive, clear speaking voice
Maintaining an up to date working knowledge of all property amenities as well as any special events
High school degree or equivalent
Ability to handle stressful situations in a calm, professional manner
Must have the ability to work a varied schedule that may include evenings, nights, and weekends

129

Front Desk Agent Resume Examples & Samples

Demonstrates Fairmont Service Promise Standards and Fairmont Values in all interactions with both guests and colleagues
Ensures each guest receives a warm and welcoming reception according to all Fairmont Hotels & Resorts Standards
Ensures each guest receives a fond farewell according to all Fairmont Hotels & Resorts standards
Communicates with other departments for general hotel knowledge as well as completing guest requests
Ensures that all bills are kept up to date and accurate and process upon departure
Takes advance reservations, bookings and special requirements
Responds to all guest requests in a timely manner and ensures follow up is completed
Complies with all standard operating procedures and policies of the Front Office
Remains observant and responds to each guest who approaches the Front Desk
Enrolls new FPC members and updates FPC profiles as required
Drives Rate and Rev Par through up-selling guests upon arrival
Adheres to Health & Safety policy and ensuring safe work practices are followed at all times
Adheres to the hotel’s environmental policies and procedures
A minimum of 1-2 years of customer service experience; hotel experience is preferred
Highly organized, detail oriented, able to multitask, able to make decisions and take initiative, able to work alone and with little supervision
Ability to work in an ever-changing and often busy environment
Must have excellent verbal, comprehensive & written English communication skills
Highly organized with the ability to be flexible with work hours and days off
Strong computer knowledge of Opera Property Manager System
Post secondary diploma in a Hospitality Management Program an asset

130

Front Desk Agent Resume Examples & Samples

Greet all guests upon arrival at the front desk and/or retail area
Ensure a clean and pleasant atmosphere at front desk and lobby areas at all times
Take charge when upper management/supervisors are unavailable and unforeseen complications (bad weather, cancellations, etc. arise)
Sell gift shop merchandise and handle returns
Rent and assist guests in boats - includes pushing boats out into the water

131

Front Desk Agent Resume Examples & Samples

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
Checking guests in, issue room keys, provide information on hotel services and room location
Ensure required identification is taken from guests at check-in line with local legislative requirements
Answer, record and process all guest calls, messages, requests, questions or concerns
Record guest preferences in the system
Check guests out, including resolving any late or disputed charges
Accurately process all cash and credit card transactions using established procedures
Issue, control and release guest safe-deposit boxes in line with hotel procedures
Take action to solve guest problems/complaints using appropriate service recovery guidelines
Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

132

Guest Service / Front Desk Agent Resume Examples & Samples

Check-in and Check-out procedure
Answering questions from guests
Identifying our guest needs
Offer our guest a friendly, pro-active and efficient service
Handling of basic problems and complaints
Carrying out of administrative tasks
Financial/Cashiering tasks
Support the Executive Lounge Team in their operational daily tasks when necessary
Excellent grooming standards and communication skills
Available for morning-, evening- and nightshifts
Dutch and a additional foreign language is preferred

133

Franchised Front Desk Agent Resume Examples & Samples

Assist guests by
Assist the hotel operation by completing the following responsibilities
Familiar with property, departments, hours of operation, and services of the hotel
Carry out all reasonable requests by leadership team
Comply with department uniform and appearance standards

134

Front Desk Agent Resume Examples & Samples

Position will be located in Sea Ranch, CA
Previous travel or industry related experience and bilingual skills preferred, but are not required
Requires ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business

135

Front Desk Agent Resume Examples & Samples

Answer inquires from guests regarding restaurants, transportation, entertainment, etc
Follow all cash handling and credit policies
Be aware of all rates, packages and special promotions as listed in the Red Book
Be familiar with all in-house groups
Be aware of closed out and restricted dates
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
Be familiar with hospitality terminology
Have knowledge of emergency procedures and assist as needed
Handle check-ins and checkouts in a friendly, efficient and courteous manner
Use proper two-way radio etiquette at all times when communicating with other employees
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
Be able to complete a bucket check, room rate verification report, and housekeeping report
Balance and prepare individual paperwork for closing of shift according to hotel standards
Maintain and market promotions and guest programs
Maintain a clean work area
Assist guests with safe deposit boxes
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
Perform other duties as requested by management

136

Front Desk Agent Resume Examples & Samples

Welcome and fulfill the check-in process for Guests and group arrivals
Complete the check-out process for departing guests using the hotel systems
Manage, effectively and efficiently, Guest requests, inquiries, and complaints
Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
Maximize sales revenues through up-selling and marketing programs
Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems
Computer literate and able to navigate through Company systems

137

Front Desk Agent Resume Examples & Samples

Must be well groomed and conform to the hotel’s dress code to include closed toe shoes
Be informed about daily operations and events
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met
Must be able to deal with the public in a professional and courteous manner, to include conflict situations
Have good knowledge about the area and the environment
Must be able to comprehend reading materials
Must be able to interact with co-workers and have a sense of TEAM

138

Front Desk Agent Resume Examples & Samples

Offer consistently professional, friendly, warm and engaging service
Give a warm welcome and check in experience to our guests
Check out of departing guest in accordance with the established standards
Sell rooms to walk-in guests
Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy
Co operate with colleagues from all departments, in particular Housekeeping, Finance and Reservation
Ensure that the Front Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact
Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings

139

Front Desk Agent Resume Examples & Samples

Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying reservation, address, and credit information, while meeting all required 5-Star standards
Accept payment for guests’ accounts both at the time of registration and at checkout
Cash checks and exchange currency for guests
Issue keys and post miscellaneous charges as requested
Handle mail, packages, and facsimiles in the absence of the concierge
Create reservations for guests who are at the desk or who call in after hours
Assist the bellman in storing any luggage
Additional duties as necessary and assigned
Ability to solve problems and make rational decisions
Knowledge of Resort operations, its services, and facilities
Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task
Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis

140

Front Desk Agent Resume Examples & Samples

Maintain and improve the quality if the guests experience
Provide information and assistance to all guests and visitors
Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance
Assist guest services, safety services, housekeeping, and engineering team

141

Front Desk Agent Resume Examples & Samples

Registers guest reservations
Welcomes guests and takes care of them from their arrival through to departure
Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
Helps meet the department's quantitative targets by carrying out sales initiatives Performing their daily tasks at the Front Office are playing an important role in forming a quality image of the hotel as the guest’s first impression, when coming to the reception area

142

Front Desk Agent Resume Examples & Samples

Occupy the hotel lobby and other public areas, particularly at busy times
Engage Guests in conversation and provide general assistance
Manage, record, and resolve all Guest complaints promptly and effectively
Meet and greet VIP Guests and major corporate clients upon arrival
Coordinate the services and special facilities provided to long-stay Guests
Understand all credit procedures and ensure they are applied
Stay current and up to date with all hotel products, services, policies and emergency procedures
Monitor Guest satisfaction reports and implement actions to improve results
Handle, record and follow through with management issues or emergencies that arise
Conduct any Health & Safety procedures, if required, including fire walks, food safety investigations, etc
Previous supervisory experience in Front Office within the hotel/leisure/retail sector
Good knowledge of Health & Safety and security procedures
Calm, efficient and the ability to work well under pressure
Excellent leadership skills and exceptional communication skills
A passion for delivering exceptional levels of guest service
Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
Previous role as a senior supervisor or Duty Manager in a similar quality hotel
A degree or diploma in Hotel Management or equivalent
An in-depth knowledge of the hotel, leisure or service sector

143

Front Desk Agent 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)
Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
Review Front Office log and Trace File daily
Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees
Flexible and long hours sometimes required
Ability to stand during entire shift
Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office

144

Front Desk Agent Resume Examples & Samples

Post charges as received through other departments (i.e. fitness center, housekeeping, logo shop, and laundry)
Complete Front Desk Agent checklist daily
Recognizes an emergency situation and take appropriate action
Performs well with frequent interruptions and/or distractions

145

Front Desk Agent Resume Examples & Samples

Have excellent personal presentation and interpersonal skills and previous experience,
Have good problem solving ability and proficiency in Opera and MS Office systems,
Are fluent in Hungarian and English and at least in one other language
Have at least 2 years of experience in a 4 or 5* hotel in a similar position,
Have an outgoing personality and a can-do approach to any task
EU work authorization

146

Front Desk Agent Resume Examples & Samples

Warmly greet guests when they arrive to the Resort
Look up guests' reservations in our computer system and check them into the Resort
Answer questions and provide information to guests upon request
Check out guests when they are ready to leave Resort
Must have basic computer knowledge in Microsoft Office to include Outlook and Word
Must be flexible to work any day of the week and any shift to include weekends and holidays
Previous hotel/hospitality work experience preferred
High School graduate or GED equivalent
Previous hotel front desk experience a plus!

147

Front Desk Agent Resume Examples & Samples

Minimum one year of previous hotel guest service experience -required
Proficiency in Microsoft office, LMS or other property management/reservation program. – strongly preferred
Experience with hotel operations –preferred
Strong attention to detail and ability to multi-task efficiently - required

148

Front Desk Agent Resume Examples & Samples

Complete all items on appropriate (AM, PM, or Overnight) checklist by the end of specific shift
Review daily assigned arrivals which include VIPs, repeat guests, special requests, packages, etc
Submit all lost and found articles accompanied by a completed lost and found report
Remain knowledgeable about immediate area, resort services, attractions, events, etc
Remain knowledgeable about fire and emergency procedures
Open, secure, and balance out daily shift bank, which involves counting and verifying cash, checks, and credit card transactions occurring while on duty
Confer daily with Central Reservations team to ensure hotel booking accuracy
Perform all other departmental duties as directed by supervisor
Ability to work well under pressure, and experience dealing with many arrivals and departures within a short period of time
Ability to learn and utilize the LMS property management system quickly and correctly
Familiarity with hotel systems and operations, and ability to enter information accurately
Ability to read, write, and verbally communicate clearly, effectively, and professionally with guests, owners, vendors, and other business departments
Ability to diplomatically deal with difficult situations and people
Ability to regularly lift and/or move up to 10-25 pounds, and occasionally lift and/or move up to 50 pounds

149

Front Desk Agent Resume Examples & Samples

Ensure the guest understands and is informed properly regarding late check out policy
Able to operate the switchboard in the operator room in case of replacement needed and daily rolling
Always use logbook as one of communication tools and follows up on messages. Never assumes that other personnel did it
Remind the guests regarding durian policy, pets and animals
Note in logbook all guest in house special requests for next day
Attend training which arrange by superior or training department
Attend briefing and monthly meeting
Conduct any other duty assigned by supervisor or management

150

Front Desk Agent Resume Examples & Samples

Proficient in the English language (verbal & written) is a must
Previous experience of atleast 1 year in Front Office operations is required
Russian speaker is an advantage

151

Front Desk Agent Resume Examples & Samples

Assist in achieving the departmental goals such as Heart Beat, Priority Club Enrollment, Up Selling and control expenses to achieve the budgeted revenue
Adhere to the hotel credit policy and cash handling procedures
Ensure that high balances are reported and followed up according to the hotel credit policy
Be proactive and have knowledge on pre-arrival planning for appropriate guest recognition
Perform certain Front Desk responsibilities, such as granting extensions, late departures, room changes, etc
Be aware of any group in-house/arrival and ensure that any special instructions are understood
Handle any guest problems or complaints in a professional and hospitable manner. Ensure that they are resolved and followed through using the LEARN process. Seek help if barrier arise. Ensure all complaints are tracked using the Guest Response program
Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest asks. Focus total attention to the customers
Previous experience working within Front Office Department or similar environment
Preferably with 5-Star Hotel experience
Excellent Hospitality Skills
Proficiency and strong knowledge in MS Excel and Opera

152

Franchised Front Desk Agent Resume Examples & Samples

Previous front office or hotel experience preferred
Ability to speak foreign languages preferred
Ability to work with computers; prefer previous PMS experience, MS office experience
Ability to perform accurate moderately complex arithmetic functions using a calculator
Ability to communicate, verbally, and in writing, effectively with guests and co-workers; respond to guest requests
No special licenses or certificates required
The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper
Ability to handle cash and credit transactions
Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers
Ability to multi task and handle stress in busy periods

153

Night Auditor / Front Desk Agent Resume Examples & Samples

Ensure credit card system reconciles to daily transaction lists
Prepare income journal sheets for daily reports
Run Night Audit Final after insuring all revenues are in balance
Perform the essential functions of a Front Desk Agent

154

Front Desk Agent Resume Examples & Samples

Greet all guests upon arrival
Learn and use Springer Miller PMS and Microsoft Office programs
Assist guests in the lodge gift shop with service and recording sales using Retail Pro POS system
After training, employees must display a working knowledge of policies and emergency procedures so that employee and guest safety will be insured
Light cleaning of lobby and public areas as assigned by management
When required, must provide designated employees with working banks and take care of all currency needs for the day
Must ensure daily sales go into the safe, so that they can be safely taken to the accounting department. Log wakeup calls and communicate messages to guests
Ensure a clean and pleasant atmosphere at the front desk and lobby areas at all times
Take charge when upper management is unavailable and unforeseen complications (bad weather, cancellations, etc.) arise
Diplomatically handle guest complaints in a polite and professional manner
Know and comply with all company policies and procedures regarding safety, security, emergencies and sustainability
Utilizes the radio and paging internal communication system used throughout the facility
One year experience as a Guest Service Agent or experience in a comparable service position

155

Front Desk Agent Resume Examples & Samples

Performs duties as directed by the Supervisor and / or Management
Greet, register, and assign guests to their rooms
Issues room key and other instructions to guests
Act as an informational source for all resort activities
Compute guests’ bills and collect payments
Will be cross-trained in all functionalities of the front desk (reservations and switch board) and will be required to assist in those areas to maintain service based on immediate business needs

156

Bellperson / Front Desk Agent Resume Examples & Samples

Enthusiastically welcome our guests anticipate their needs and respond promptly with your personal spirit, however busy and whatever time of day
Interact with and entertain our guests
Take initiative to go beyond the ordinary to resolve guest complaints and create loyalty
Escort arriving guests, provide history tours of resort and orientations to the guestrooms
Share stories of personal experiences and provide recommendations brochures, maps and collateral on guest activities, attractions and places of interest
Coordinate guest requests, reservations and miscellaneous tasks as required
Assist guests with transportation needs
Park and retrieve guest vehicles
Valid (state) driver’s license
Good driving record
Experience. Previous experience passionately providing service to others and driving all types of vehicles
A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and has an impeccable driving history

157

Front Desk Agent Resume Examples & Samples

Welcomes guests as soon as they arrive with due care and attention
Helps encourage customer loyalty by developing friendly, personalised relationships
Anticipates guests' needs and takes them into consideration
Handles any guest complaints and/or remarks; provides a response as soon as possible
Conveys the hotel image

158

Lead Front Desk Agent Resume Examples & Samples

Ensure proper standards of hospitality are provided to all members, owners, and guests
Create, confirm, and cancel reservations
Ensure proper standards of hospitality are provided on property and/or via telephone
Ensure pending arrival information is accurate; check rates and prepare upcoming arrival packets with necessary materials and information
Check-in arriving guests and check-out departing guests
Handle and resolve member, owner, and guest complaints
Verify information as needed (i.e. additional keys, telephone calls, and packages)
Compute billing charges, collect payments, and provide change
Post charges as received through other departments, i.e., fitness center, housekeeping, logo shop and laundry
Answer the telephone with proper etiquette and transfer calls accordingly
Communicate with all internal departments including PBX, Housekeeping, Engineering, and Security via telephone and email, as needed
Reconcile end-of-the-day shift report
Maintain necessary hard copies of paperwork of all daily operations and file as needed
Complete special projects, stocking, listing items to be ordered, and daily bucket checks
Monitor progress and completion of work assignments by Front Desk team members
Perform property and room inspections, as required

159

Front Desk Agent Resume Examples & Samples

Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. (25%)
Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. (25%)
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. (10%)
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. (5%)
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests

160

Front Desk Agent Resume Examples & Samples

Handling objects, products, and computer equipment
Basic computer skills to operate various property management and reservations systems, etc
Being passionate about people and service
Strong communication skills essential when interacting with guests and employees
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc
Basic math skills are used frequently when handling cash or credit
Problem solving, reasoning, motivating and training abilities are often used
Have the ability to work a flexible schedule including nights, weekends and/or holidays

161

Front Desk Agent Resume Examples & Samples

Providing courteous and efficient telephone services including accurate message taking
Controlling key sign in/out procedures for certain hotel departments
Collecting & maintaining information on the hotel and surrounding area
Answering guest inquiries regarding rates, special packages, and general information accurately and in a timely manner
Maintaining Meridian Mail and Fire Panel computers
Completing an accurate daily Special Attention List and forwarding to appropriate personnel
Responsible for check in and out of guests
Creating reservations via telephone, central/global reservations, correspondence and in person
Data entry of tour group reservations and convention rooming lists
Responsible for a cash float
Present statements of charges to departing guests and receive payment
Performing general office duties
Ensuring the safety and well being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
Working shifts as business levels dictate

162

Front Desk Agent Resume Examples & Samples

Checking guests in and out, booking reservations, providing information and additional services to guests as needed
Attends to guest needs and resolve guest problems
Issues keys and processes payments
Must have basic knowledge of computers to include MS Office, Word and Outlook
Previous hotel front desk clerk work experience preferred
Local Candidates Preferred

163

Front Desk Agent Resume Examples & Samples

Being attentive to Guests
Accurately and promptly fulfilling Guests requests
Anticipate Guests needs
Maintain a high level of knowledge which affects the Guest experience
Demonstrating a ‘service’ attitude
Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests’ name at every opportunity
Take action so as to guarantee that guests depart from the hotel with a positive impression of hotel services
Attend to guests’ inquiries and requests, refer problems to Supervisor if he/she unable to assist
Attends to guests’ request of using the service of safety box at all times
Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options
Register all arrivals according to established procedures
Anticipate guests’ needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner
Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained
Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel
Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc
Comply with discretionary information keeping
Align self with the company values, mission and desired behaviors

164

Front Desk Agent / Guest Service Agent Resume Examples & Samples

Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process
Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
Intermediate Knowledge of OPERA Property Management System Preferred
Enter and locate work related information using computers and/or point of sale systems
Possess a gracious, friendly, and fun demeanor

165

Front Desk Agent Resume Examples & Samples

Maintain and repair the physical structure of the Hotel and furnishings as deemed necessary by the Chief Engineer
Inspect and adjust all systems on a daily basis, respond to life systems alarms
Maintain the electrical switches, plumbing facilities and other fixtures and equipment to ensure smooth operations of HVAC, refrigeration, Natural gas and LP
Respond to maintenance requisitions and guests requests to ensure guests receive quality service and furnishings
Show them you CAN, show them you CARE; following all essential principles in the Little Red Book
Considerable knowledge of engineering policies, procedures, plumbing, HVAC, carpentry, electrical and DDC energy management systems, license in one of areas
Previous experience in a hotel, commercial building or building maintenance organization
Ability to work in a typical maintenance atmosphere requiring heavy lifting, carrying, pushing and pulling
Able to be a certified universal refrigerant handler or boiler operator, if needed
Ability to multi-task, follow through and re-prioritize well to meet deadlines
Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives, agencies, and Red Lion Guests
Valid Driver License

166

Front Desk Agent Resume Examples & Samples

Unload and load housekeeping carts with supplies
Clean the Hotel guest rooms and bathrooms
Change linen and terry in guest rooms
Maintain the cleanliness of the hotel public areas

167

Front Desk Agent Resume Examples & Samples

Ensure that quality is maintained on all items laundered
Tend the laundry machines: cleaning and drying sheets, pillow cases, towels, napkins and tablecloths
Sort, fold and stock clean linen and terry
Maintain the cleanliness of the laundry room and inspect the restrooms for supplies and cleanliness
Deliver linen to room attendants
Ability to operate standard laundry equipment: washers, dryers, mangle

168

Front Desk Agent Resume Examples & Samples

Process check-ins, check-outs, credit card, cash and required accounting transactions accurately and efficiently according to the standard operating procedures (SOPs) of the front office department
Perform daily tasks, (i.e., folio transactions, bucket checks, and guest follow-up), and be able to manage credit limits and create reservations according to SOPs
Have thorough knowledge of all suite categories, including location and view type
Obtain detailed knowledge of all property amenities; including hours of operation of resort outlets and be aware of changes when they occur
Understand the dynamics of a full-ownership property and the services and intricacies that exist between the different guest and owner types
Assist and communicate with owners and guests in an efficient and professional manner; when necessary, provide appropriate service recovery
Work with the Bell/Valet department in the assigning of check-ins, check-outs, and suite moves
Interact and cooperate in a professional manner with the housekeeping, maintenance, and homeowner experience departments
Utilize appropriate professional etiquette in all communications
Establish and maintain a cooperative and supportive working relationship with all associates
Maintain confidentiality of guest information and company related information and materials
Assist the PBX department when necessary
Understand and perform emergency procedures in a calm and confident manner
Maintain a clean and organized work environment and ensure work station inventory is fully stocked
Report to work on time and when scheduled
Perform all job duties in a safe and efficient manner
Coordinate with Housekeeping and Maintenance to maintain a positive guest/owner experience
Be available and willing to work when scheduled; this may include evenings, weekends, and/or holidays. Report to work on time and when scheduled
Take pride in presenting a professional image; wear proper uniform, including nametag, and adhere to company grooming and personal appearance policy
Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards
This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change
Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis
Manual dexterity to operate a computer and other common office equipment on a constant basis
Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis
Ability to work in a high stress, fast paced environment and remain calm under pressure
Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English language. Other languages are beneficial
Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis
Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis
Talking and hearing occur continuously in the process of communicating with guests, owners, supervisors and other employees
Ability to accurately type a minimum 25 words per minute
Ability to perform basic mathematical calculations and cash handling transactions (i.e., make change and end of shift balancing)

169

Front Desk Agent Resume Examples & Samples

Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests
Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
Ensure our customers receive a fast, efficient and friendly check in and check out
Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
Preparation and co-ordination of group arrivals/departures. - Ensure a good performance oriented working environment within the department and motivate the staff
Participate regularly in training courses and put the skills learned there into practice
Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
Have knowledge of all the equipment and installations on the Executive Floor, and able to work there independently in conformity with the established standard and take over shifts if necessary
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
Ability to listen effectively and comprehend the English language to understand and obtain instructions and information

170

Lead Hotel Front Desk Agent Resume Examples & Samples

Acts as a leader of the department working with others and on behalf of the supervisory team
Maintains AAA Four Diamond requirements and standards
Adheres to standards and operating procedures as outlined in the Gift Sho, Call Center, Valet and Front Desk department manuals
Keeps Team Members and department leaders well informed of hotel operations
Oversees the approved departmental training program and assists in the proper training of all Team Members
Adheres to, interpret, support, and explain established company policies and procedures as well as applicable local, state, federal and other regulatory procedures
Must maintain the strictest confidence of any and all confidential and proprietary information disclosed by an Ameristar entity or by a guest of Ameristar Casinos
Addresses Team Member questions and concerns
Fosters and maintains positive team member relations in a supportive environment and interfaces with other departments to ensure a harmonious working relationship
Adheres to and follows all the core values of the company
Maintains a high level of professional appearance, demeanor, ethics, and image of self and subordinates
Attends all regular departmental meetings as well as other related meetings
Directly responsible for all duties as assigned to a Guest Service Agent including, but not limited to, check-in/check-out procedures, correct acceptance of approved forms of payment, message/package delivery, and maintaining an operating bank
High School Diploma or Certificate from Educational Institute
Previous Hotel experience preferred
A minimum of six months guest service experience desired

171

Front Desk Agent Resume Examples & Samples

Wash, organize, inventory china, glassware, silverware, pots and pans
Sweep and mop walk in refrigerators, kitchen areas
Clean and monitor dish machine
Empty garbage cans and linen bags
Understand and provide maintenance, chemicals and supplies for dish machine
Maintain proper storage of dish dollies, glass racks and flatware
Maintain cleanliness of kitchen areas
Health Card

172

Front Desk Agent Resume Examples & Samples

Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction
Be aware of functions, facilities, promotions and events taking place in the hotel
Receive, process and confirm all reservations whether inbound or outbound
Maintain all documentation as required
Liaise and follow up any actions required for guests
Control and monitor the allocation of rooms
Courteously handle all incoming and outgoing telephone calls for guests and staff
Ensure correct billing of all telephone charges to guests and monitor all administration extensions
Process wake up calls
Maintain guests voice mail system and manual message system
Maintain all additional equipment required for all voice communication
Receive guest enquiries and appropriately handle and log
Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment
Maintain parcel log and follow procedures
Maintain log for all incoming / outgoing keys
Maintain privacy of guests with reference to room numbers, names, nationality, etc
Weekly safe box inventory
Update guest registration cards, update guest profile
Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy

173

Front Desk Agent Resume Examples & Samples

The Front Desk will be staffed to provide services 24 hours a day 7 days a week. The Concierge Desk is to be staffed whenever a course is in session
After training, must display a working knowledge of policies and emergency procedures so that employee and guest safety will be insured
Utilizes the Maestro System
Daily front desk and concierge’s desk checklist tasks that include

174

Front Desk Agent Resume Examples & Samples

Maintain complete knowledge at of all hotel services including hours of operation, room availability, hotel policies and procedures
Obtain assigned bank and ensure accuracy of contracted monies
Keep bank secure at all times

175

Overnight Front Desk Agent Resume Examples & Samples

Must be able to work 11 pm- 7 am, including weekend, weekday and holiday shifts
Previous Night Audit or Front Desk experience required
Comfortable working alone and with little supervision
Must have full Alberta Class 5 Driver license
Refined verbal and written communication skills
Ability to stand for long periods of time

176

Front Desk 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
Be part of a cohesive team with a singular focus on creating the best possible guest experience
Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons
Be encouraged to demonstrate your professional passion
Have career growth opportunities both within Four Seasons Hotel Boston and worldwide with our company
Be rewarded with market-leading pay and a comprehensive benefit plan
Get to experience other Four Seasons Hotels and Resorts through the complimentary room nights program
Receive a complimentary meal when at work in our employee cafeteria

177

Front Desk Agent Resume Examples & Samples

Fulfil operations of the Front Desk, according to the Company policies, standard and procedures, maintaining high standards at all times
Maintain professional relationships with guests and colleagues
Anticipate guests needs and handle guests complaints
Responsible for cash accounting (payment of guest bills)
Knowledge of Hotel Management software such as Scrigno or others
Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher)
Fluent in English and Italian and a third language is required
Professional experience preferably at international level in the same role

178

Overnight Front Desk Agent Resume Examples & Samples

Performs daily auditing procedures to ensure that all guest and owner charges are properly balanced with the property revenue and expense transactions
Assists with checking owners and guests in and out of the property and responding to inquiries regarding services throughout the duration of their stay
Ensures that every interaction with an owner and guest is a positive and memorable experience while checking them in an out of the property and responding to their requests
Inputs information into the computerized reservations system to update and maintain records
Calls for bell person as needed. Assesses reservation system to determine unit availability and assists guests with reservations or changes as required, maintaining HGVC rental policies in an effort to maximize inventory
Generates invoices and collects monies due through the rental program and through merchandise sales. Issues and controls unit keys. Maintains safety deposit boxes
Provides additional services by taking and holding packages, delivers telephone and fax messages to owners, guests and resort staff
Reviews expected check-in lists, noting comments regarding lockouts, special requests, etc. Sorts and distributes incoming mail
Receives housekeeping and maintenance requests or work orders and contacts proper departmental personnel
Relays pertinent information to oncoming shift. Prepares and consistently restocks the front desk with supplies including preparing arrival packets
Reports any unresolved problems with owners and guests to management. Maintains clean work area. Provides information on area attractions and resort amenities
Type correspondence and reports for management as needed
Ability to read, analyze and interpret complex documents
Ability to create and interpret business communications and reports
Minimally intermediate computer skills. At minimum basic mathematical skills
Intermediate/Advanced computer skills
Advanced mathematical skills
Associate’s Degree/College Diploma
VOICE Certified

179

Franchised Front Desk Agent Resume Examples & Samples

Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities
Registers hotel guest by obtaining or confirming room requirements, verifying preregistration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue
Directs guest to hotel rooms by showing room locations on a hotel map
Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger
Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork
Maintains accuracy of cash banks. Balances funds and provides change
Makes room reservations as needed for guests
Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
Receives and responds to incoming telephone calls from the public and guests. Receives and processes telephone and walk-in reservations accurately to ensure guest satisfaction
Guest service or customer service experience
Able to work independently with minimal guidance and as part of a team
Able to work effectively in a fast-paced environment

180

Front Desk Agent Resume Examples & Samples

All hotel features/services, hours of operation
All room types, numbers, layout, decor, appointments and location
All room rates, special packages and promotions
Daily house count and expected arrivals/departures
Room availability status for any given day
Scheduled daily group activities / VIP’s
Process all guest check-ins
Register guest in the computer
Verify reservation information with the guest (departure date, room type)
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
Assign guest room
Advice guest of any messages, mail, faxes, etc. received for them
Communicate services and amenities of the hotel to guests
Obtain proper identification for tax exempt guests and attach form to registration card
Direct Bell Person to escort guest and transport their luggage to the room
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp)
Handle overbooked or “walked” guests
Accommodate room changes
Document all guest requests, complaints or problems
Take record and relay messages accurately, completely and legibly
Block rooms in computer and follow through on designated requirements
Match the bucket check to in-house guest ledger report; report discrepancies to Manager
Process all check-outs
Resolve any late charges
Present folio to guest and resolve any disputed charges
Settle guest accounts
Retrieve guest room key from guest
Solicit guest comments on their stay
Process express check-outs
Handle requests for late check-outs
Conduct group check-ins/outs
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Make change for guests
Cash guests' personal checks/travelers checks
Post charges
Run closing reports
Count and secure bank
Complete designated cashier reports
Balance receipts
Drop receipts
Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist
All other duties as required

181

Franchised Front Desk Agent Resume Examples & Samples

Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency
Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations per policies and procedures
Consistent professional and positive attitude and actions when communicating with guests and associates
Collect payments in compliance with cash handling and credit card processing and accounting procedures
Answer guests inquiries regarding hotel service, events, direction, local attractions and assist guests with transportation
Communicate with other departments regarding VIPs and special request
Promote hotel programs, special package rate, and upgrade guests when appropriate
Manage and resolved guests concerns in a professional and timely manner
Maintain safe work habits, and comply with safety procedures

182

Senior Front Desk Agent Resume Examples & Samples

Behaves and acts in an exemplary fashion, embodying the brand mindset
Helps employees improve their skills and provides support for career development
Through his/her actions and presence at the reception, transmits the Assistant Front Office Manager's instructions and priorities
Organizes the welcome and care provided by the team under his/her responsibility

183

Front Desk Agent Resume Examples & Samples

Flexibility. This is a demanding business and we look for flexibility with work days and hours, no overnights; but it’s also a lot of fun!
Able to start June 1, 2017 and work until October 1, 2017
Position is seasonal with an opportunity for Year-round

184

Front Desk Agent Resume Examples & Samples

Must posess basic computer skills
General knowledge of the city where hotel is located and its attractions
Ability to obtain any government required licenses or certification
Vision occurs continuously with the most common visual functions being those of near vision and depth perception

185

Franchised Front Desk Agent Resume Examples & Samples

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Greets and completes established check-in procedures for arriving guests on a daily basis in order to ensure guest are satisfied and in rooms as requested
Facilitates guest departure (check-out) on a daily basis by following established computer procedures in order to close guest accounts and open the room for the next sell
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
Maintains a friendly, cheerful and courteous demeanor at all times
Performs other duties as assigned, requested or deemed necessary by management

186

Franchised Front Desk Agent Resume Examples & Samples

Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers
Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine
Date-stamp, sort and rack incoming mail and messages
Transmit and receive messages using equipment such as telephone, fax and switchboard
Understand and enforce the hotel company credit policies
Account for all cash and makes deposits in accordance with hotel and company policies
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
Respond to guest comments and complaints in a courteous, professional, but expeditious manner
Keep front office work stations and lobby area neat, orderly, and stocked with supplies
Maintain complete familiarity with all emergency procedures and respond appropriately to emergencies
Notify the Manager on Duty of unusual circumstances and situations
Know current status of rooms and individual guests
Review reservations due to arrive, checking for duplicates, overlooked special requests, and other factors requiring follow up
If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees
To execute this position effectively and successfully, an individual must be able to perform each essential duty satisfactorily
The requirements listed below are representative of the knowledge, skill and /or ability required
Must be able to switch tasks easily such as from typing to searching a directory to answering a telephone
Demonstrate ability to effectively and repeatedly perform precise clerical and cashier functions with high degree of accuracy

187

Franchised Front Desk Agent Resume Examples & Samples

Welcome guests in a friendly, prompt and professional manner
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction
High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English
Other languages preferred
This job requires ability to perform the following
High school or equivalent
Customer Service: 1 year
Driver's License

188

Overnight Front Desk Agent Resume Examples & Samples

Complete night audit
Schedule weekly and daily housekeeping and maintenance work
Assist with maintaining the cleanliness of all common areas, including but not limited to: The lobby, valet, pool area, gym, hallways and basement areas
Distribute mail/messages/faxes to guests and employees and handle shipping arrangements for guest packages
Assist at other front desks, internal and external departments as necessary
At the discretion of the Front Desk Manager, Assistant Front Desk Manager and Front Desk Lead, help train new team members
Utilize all guest profiles to personalize the guest experience and provide preferences on accommodations and services
Performs all duties required of the front desk staff and capable of assisting other property management and hotel staff, as necessary, to include filling in other roles such as; concierge, greeter, PBX, Guest Service Agent and any other assistance when called upon
Anticipate guest' needs, respond promptly and acknowledge all guests
Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels
Notifies manager or lead if any equipment is broken or supplies are running low
At least 1 year of experience in guest service - required
Previous experience working front desk - preferred

189

Front Desk Agent Resume Examples & Samples

At least 1 year experience in similar capacity
Excellent interpersonal and communication skills both in Japanese and English
Ability to work by roster including night-time shift
Must have proper working visa (for non-Japanese candidate)
Korean / Chinese speakers
Free-meal at Cafeteria
Dormitory available including single room based on availablity. You can enjoy Onsen (hot spring) too
Social insurace available
Can bring your own car

190

Front Desk Agent Resume Examples & Samples

Use information systems to input data, maintain databases, perform research for projects or issues, and generate reports
Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time
Career Growth: We are the largest private employer in Los Angeles offering tremendous development opportunities in multiple fields and industries. The Trojan Network connects current and previous members of the Trojan family to create an endless professional network
1 year Combined education/experience as substitute for minimum experience

191

Franchised Front Desk Agent Resume Examples & Samples

To welcome all guests in a hospitable and efficient manner
To ensure Front Office Department operates within the brand guidelines, utilising SOP manuals
To ensure a consistently high level of customer care is delivered at all times
To ensure efficient check in, check out, room account settlements are performed to the brand requirements
Adhere to the hotel's cash handling procedures
To ensure all guests requests and preferences are logged and acted upon to drive guest satisfaction
Report all guest feed back to relevant personnel
Abide by relevant fire and health and safety procedures
To ensure hotel revenue in all areas is maximised at all times
To assist with reservations and nights as required
To be fully aware of competitors and industry trends
To constantly seek new opportunities for the profitable use of facilities and growth
To ensure high quality communication is in place in the hotel
Escort arriving guests to their room and be able to explain and promote the hotel services
Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota
Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time
Assist in the training of new employees when required
Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager
Develop a basic knowledge of the Marsha reservation system
At all times strive to represent the Marriott in the most professional, courteous and efficient manner possible
Understand the Hotel's Fire and Safety procedures. To undergo training in all fire and security measures every quarter
Ensure the cleanliness and neatness of the Front Office, Guest Internet Station and back offices
Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Adhere to the hotel's grooming standards as stated in the associate handbook
Develop a thorough knowledge of the hotel property, hotel staff, hotel services and the hours of operations
Hand over any relevant information with necessary departments and associates
Read and initial bulletin board daily to keep updated on all current information. Attend departmental meetings. Familiarise with the daily activities and meetings that are being held in the hotel. Participate in the daily 15-minute training and service excellence checks
Have a thorough knowledge of the hotel PMS system, telephone systems, Vingcard key system, Guest ware, Micros and pagers. Know who to report hardware and software problems
To know how to action crash down procedures
Actively participate in special guest programs such as: Repeat Guest History, Guest Satisfaction Surveys and Guest Responses
To comply with all Health and Safety procedures associated with the department at all times. This relates to
Standards and procedures of correct working practices
The completion of risk assessments
COSHH regulations
Use of Personal Protective Equipment
To control wastage and operate according to the Companies environment policy with regard to
Product control and waste minimisation
Proper care and maintenance of equipment to prolong its life
Using towels in appropriate quantity to minimise unnecessary laundering
Proper separation and disposal of cardboard, paper and glass in recycling bins
Minimising energy wastage by switching off unused lights, heating, PCs and equipment
To be an ambassador for ARC and for our site, taking personal responsibility for finding out about our product and services, and at all times striving to represent the Company in the most professional, courteous and efficient manner possible
GCSE or equivalent
To be able to use Opera Front Office PMS
To be able to use Marsha, the global reservations system
Branded hotel background an advantage
Influencing Skills
High level of interpersonal skills

192

Front Desk Agent Resume Examples & Samples

Solves guest-related problems within scope of authority
Performs all accounting duties including posting charges, account settlements, and shift closing
Coordinates guest recreation as needed. Assists Conference Planning staff as needed
Maintains accurate daily event information. Maintains daily posting of event sheet
Perform bell attendant job duties when required or assigned by the FOM
Maintains current knowledge of events in the area, points of interest, and services in the area

193

Front Desk Agent Resume Examples & Samples

Two years of college education preferred
Two years experience in a customer service position, preferably in the hospitality industry
Cash Handling experience required
Pleasant telephone demeanor
Check guest in, ensuring proper credit is received, special requests are noted and fulfilled and accurate information is established
Provide exceptional customer service with smile and empathy
Thoroughly complete all guest transactions
Promote and sell special hotel programs
Interact with hotel staff in a professional manner, assisting other departments with necessary information
Be knowledgeable of all emergency procedures and Resort policies
Maintain house bank
Communicate all pertinent information to the Front Office Managers and Supervisors

194

Front Desk Agent Resume Examples & Samples

Perform all cashier functions to include accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks
Interact with resort staff in a professional manner, assisting other departments with necessary information
Adhere to the policies of the Resort set forth in the Employee Handbook and report any observed violations to Human Resources
Cross training in PBX, concierge, and other duties the Front Office Manager and Assistant Manager may have
Assist other departments as needed

195

Front Desk Agent Resume Examples & Samples

Greet guest at the front desk and assist with check in and check out using the computer
Answer guest inquiries in a friendly and helpful manner, directs guests to the appropriate locations
Provide friendly and courteous telephone manners to guests and co-workers
Maintain knowledge about functions going on inside the hotel and information that may need to be passed along to guests
Enter messages and wake-up calls onto guest accounts that were not directed to the operator
Accurately answer reservation calls and look at future availability during reservations off-hours
Adjust errors and correct discrepancies on guest accounts
Take actions to handle a complaint or concern of a guest. Involve Supervisor or Manager when appropriate
The flexibility to work a varied schedule due to business levels and industry demand (7 days a week/365 days a year including holidays). We staff our area from 7am-11:30pm daily. Please note that earlier and later hours may be required during peak seasons
Follow safety procedures to ensure a safe working environment
Carry out the policies and procedures of Stonewall Resort and Benchmark Hospitality International while maintaining the highest degree of professionalism and teamwork atmosphere as per standards of service
Assesses and offers creative suggestions and recommendations to all guest requests
Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and bank drops
Maintaining all standards as outlined in employee handbook, uniform and grooming standards
Know property layout and directs guests by utilizing daily event sheets, meeting plans and CEOs, or other documents of reference materials
Review and understand daily event sheets, meeting plans, and CEOs in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns
Obtain comment cards for 30% of the daily departures
Arranges luggage, valet, & shuttle assistance in Guest Service Agents’ absence
Good written and verbal communication skills, customer service skills, and attention to detail
Typing and computer skills necessary
Supervisory background helpful
Strong organizational and information gathering skills and techniques
Outgoing personality & professional demeanor
Drive and need to work and succeed

196

Front Desk Agent Resume Examples & Samples

All room clerk functions, i.e. the friendly and efficient checking in and out of guests
All cashier functions to include accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks
Reservation functions including entering and updating group files
Concierge functions (instructing guest on local entertainment, etc.)
Maintain the highest level of employee/guest relations
Monitoring, selling and posting items from the Sundries shop
Enthusiastically collecting guest feedback/comment cards

197

Front Desk Agent / Night Auditor Resume Examples & Samples

Ensures accurate and timely recording and reporting of all property receipts
Maintains guest service standards at the front desk at all times
Follows cash handling procedures as outlined by the accounting department. Collects payment at check out and provides change for guests as needed
Performs all end of day front desk and night audit functions, including reviewing cashier audits for accuracy, balancing credit card postings to computer system, maintaining computer database integrity daily, and auditing of master bills
Completes express check out in a timely manner and issues to security for delivery
Completes the daily sales report and issues to all departments
Prepares all computer systems for the following day. Ensures accurate and timely backup files / tapes are maintained on a daily basis
Prepares, balances, posts, and distributes all necessary reports on a daily basis
Completes property walk through, ensuring buildings are secure and safety systems in working order
Contacts management in emergency situations

198

Front Desk Agent Resume Examples & Samples

Welcome, check-in and direct guests at arrival
Review all arrivals for notes, requests, and discrepancies and accommodate accordingly
Pre-register and produce key packs, when applicable
Handle guest requests and following up to ensure they are completed
Handle cashier duties and balance one’s bank at conclusion of shift
Assist with answering phones, taking reservations, guest’s requests and inquiries
Complete shift check list and necessary reports
Monitor guests accounts and room inventory
Troubleshooting guest issues
Reviewing and updating the property management system
Keep work area neat and cleaned at all times
Support the Benchmark environmental commitments by having the knowledge, skills and values to be a leader in the global goal of “greening” the hospitality industry
Watch for safety hazards and report them immediately to your Department Supervisor
Will work and communicate directly with all Rooms departments, and indirectly with others
Majority of shift work would be at front desk, some back office work required
Assist with Bell stand and Valet duties
Assist with basic concierge duties
Performs other duties as assigned by management

199

Front Desk Agent Resume Examples & Samples

Adhere to all uniform standards and maintain a professional appearance at all times
Offer a genuine friendly welcome to all guests
Create a positive check-in experience and enter accurate necessary guest information into Opera system
Welcome all IHG Rewards Club Members and offer snack/water, and if guest is not a member offer them membership
Be responsive to all guest needs and follow through on all guest requests
Always exhibit a genuine and caring attitude toward guests
Communicate pertinent information with team members and management
Offer a genuine friendly farewell to all departing guests
Answer all telephone calls in a timely and professional manner
Knowledge of location of all function/meeting space in the hotel
Run daily reports and complete all shift checklists
Complete all necessary Opera and Holiday Inn training mandated by IHG
Attend “Gotta Know Knoxville” class

200

Front Desk Agent Resume Examples & Samples

Operate the front desk according to standard operating procedures and with exceptional guest service
Maintain accurate cash sheet. Responsible for cash drawer balancing
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
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
Complete daily reports, audits correspondences etc. as required by your shift
Keep lobby and office area clean at all times,
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
Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards
Performs work with little or no supervision; works independently
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to speak English fluently
Ability to interpret and perform basic computer and POS system functions
Stand more than 2/3 of the time
Walk less than 1/3 of the time
Lift up to 15 lbs

201

Front Desk Agent Resume Examples & Samples

Report to work on time in proper, clean uniform with name tag
Personal appearance & grooming must confirm with standard
Handle all duties according to hotel policies and procedures
Be knowledgeable about hotel procedures and check all bulletins for information
Have knowledge about all guest rooms , features and amenities plus all services offered by the hotel
Each associate is expected to carry out any request by management which the associate is capable of performing
Be knowledgeable of Marriott Rewards , Elite program and other Frequent flyer programs as required
Know how to follow all hospitality guidelines
Answer the telephone according to telephone etiquette
Know how to handle safety deposit boxes
Ensure cleanliness of work areas at all times
Utilize spare time for cleaning
Prepare drinks and towels in advance for big groups
Keep all equipment clean at all times
Assist all guests in problems and questions as required
Ensure that all guest problems are solved by using GUEST RESPONSE procedures
Assist fellow associates on their jobs to ensure completion of all jobs on time
Report any unusual occurrence or requests to the manager
At all times strive to be an ambassador for Marriott
Be disciplined at all times, stand alert and tall at the lobby
Greet guests immediately and offer assistance before guests ask you
Focus your total attention to your customers
Use all communication means including FD logbook

202

Lead Front Desk Agent Resume Examples & Samples

Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
Must be able to understand, speak, read, and write in the basic English language
Must be available to work, varied shifts and flexible schedules
Opera experienced preferred

203

Overnight Front Desk Agent / Night Auditor Resume Examples & Samples

Must be able to work 11 pm- 7 am on Saturdays, Sundays, Mondays & holidays
Comfortable with working alone and with little supervision
Confident in making quick and efficient decisions
Able to work under high pressure

204

Front Desk Agent Resume Examples & Samples

Maintains a positive relationship with Guests and Colleagues by meeting and exceeding their expectations through Heart Felt Service
Ensure Guest details remain confidential
Reports any hazards, risks, accidents as required
Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities
Everyday ensures receiving shift briefing from manager on duty, reading bulletin boards, reading emails and examines SwissTimes
Develops a thorough knowledge of room types, locations, features, availability, prices and promotions
Assist Guests with general enquiries, providing accurate and detailed information
Attends all required meetings and training sessions
Prepare for Guest arrivals in accordance with Swissôtel Hotels & Resorts’ procedures, including special request reservations and VIP Guests
Maintains updated information of all daily activities, event and meetings taking place in the hotel
Provides professional and timely check in & out service for all hotel Guests which adheres to Swissôtel Hotels & Resorts’ policies and procedures
Ensures the method of payment, required authorization and deposit upon check in
Promotes higher category rooms upon check in and works towards upgrade targets
Coordinates with Bell Team and Concierge to fully manage check in process
In line with VIP program standards, takes action prior to arrival, and informs manager on duty upon arrival to ensure desired treatment
To ensure that security protocol is adhered to regarding Guest ID and issuing of keys
Handles currency exchange & responsible for keeping bank balanced at all times
Perform other duties assigned by his/her supervisor
College degree or equivalent work experience
1 year of hospitality industry experience
Previous Front Desk experience highly preferred
Must be able to work different and rotating shifts
Demonstrate strong communication skills both verbal and written
Demonstrate ability to effectively deal with guests and other team members, some of who will require high levels of patience, tact and diplomacy
Detailed knowledge on computers and proficient in all Microsoft Office Programs (Word, Excel, Powerpoint)
Presents a professional and polished appearance
Dynamic and can do attitude
Congeniality, competence, consistency and initiative are hospitality principles the staff members are required to practice. It is important that these principles be considered as much a part of job performance as are the duties required
In addition, regular attendance in conformance with the standards is essential to the successful performance of this position

205

Front Desk Agent Resume Examples & Samples

Market, sell, and serve all meal items
Display working knowledge of all menu items and prices
Complete side work
Relay the order to the kitchen
Observe diners to fulfill any additional requests
Calculate the bill and accept payment or refer the guest to the Cashier
Clearing tables
Greeting guests and bringing water to tables
Running prepared food from kitchen to tables
Assisting servers
Completing side work
Be able to work flexible hours including weekends
Food service experience preferred
A great attitude to give a high level of customer service at all times
Be able to move fast and multi task
Carry up to 25 pounds
Health card

206

Front Desk Agent Resume Examples & Samples

Excellent customer service skills and previous Front Desk/Guest Services experience is a plus
Pleasant and helpful personality
High School or GED; college degree preferred
Availability to work variable hours
Ability to work while standing and walking for extended periods
Ability to handle stress with ease
A true desire to promote and develop harmonious inter-departmental relationship with other departments
Provide warm and sincere welcome/farewell for all guests including use of guest name & good eye contact with each guest
Provide assistance checking in and out of all guests
Maintain proper control of all guest’s keys
Accurate documentation on all billing & good service to our Guests
Clearly explain parking fees and luggage procedures
Provide useful information and assistance as needed
Give directions to area sites
A passion to deliver and surpass the needs of others in a fast paced environment
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager
Maintain confidentiality of proprietary information, protect company assets
Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation
Speak with others using clear and professional language
Adhere to the policies of the hotel as set forth in the Employee Handbook and report any observed violations to Human Resources
Support team to reach common goals. Ensure adherence to quality expectations and standards
Remain alert, courteous and helpful to the guests at all times
Perform all duties in a professional manner and in accordance with company policies
Flexibility to work a varied schedule due to business levels and industry demand
Maintain uniform and grooming standards as outlined in employee handbook and departmental training
Ensure storage areas are clean and unobtrusive requiring bending and lifting equipment to appropriate areas, straitening kneeling and bending to store equipment on storage shelves. Must be able to bend and walk to sweep, mop, and vacuum
Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry and push. Perform other reasonable job duties as requested by Supervisors
Maintain open communication with management and other employees
Be well organized and efficient

207

Overnight Front Desk 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
Serve as a sales agent promoting and up-selling hotel services
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
Have a good working knowledge of Royal Service functions
Coverage of overnight shifts and duties as assigned
Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
To be Health & Safety conscious and actively involved in maintaining a safe work environment
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
Previous customer related experience an asset

208

Front Desk Agent Resume Examples & Samples

Three to twelve months of previous Reservations and/or Front Office experience required
Opera experience preferred
Successful candidate must possess legal work authorization in United States
Ability to accurately read and work with computer systems
Strong Customer Service skills
Be a champion of the Golden Rule: Do unto others as you would have them do unto you

209

Front Desk Agent Resume Examples & Samples

To be thoroughly acquainted with the AM and PM checklist
To be thoroughly acquainted with Ideal Services Operator duties
Be familiar with the Phone and Alarm System in the Ideal Services Operator department
To be thoroughly knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard
Be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel)
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and Omni Kids Program)
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage)
To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
Understand and perform cash handling processes
Understand the importance of our Medallia scores
Maintain Four Diamond Standards of guest service
Proper phone etiquette; answering the phone with a smile in your voice
Familiarity with parking procedures
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications
Be pleasant, smile and greet all guests, using surnames when obtained
Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity
Perform other duties and special projects as assigned by Front Office Management
Minimum 1 year customer service experience required, preferably in a hotel/resort environment
Ability to think clearly, quickly and make concise decisions with strong problem solving skills
Ability to prioritize and follow up on guest requests and concerns
Developed computer proficiencies, OPERA experience a plus
Strong organizational skills with the ability to multi-task in a fast paced environment
Ability to handle stressful situations, while maintaining a calm and welcoming demeanor
Maintain professional appearance offering a warm greeting and experience to all guests
Move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance. Stand or walk for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift

210

Front Desk Agent Resume Examples & Samples

Promptly answer internal and external calls within 3 rings
Announce and direct phone calls to appropriate personnel
Assist all guests and associates with requests
Log and Conduct Wake-up calls
Enter guest requests into both Synergy and Epitome Alerts and follow up on completion within 15 minutes
Proficient at Moments of Service for handling guest issues and requests
Perform call-around on fully committed nights
Monitor synergy work requests and work with fellow departments for timely completion
Monitor fire panel and follow proper emergency procedures when necessary
Receive and properly handle guest and associate faxes
Correctly and accurately handle credit card authorization forms
Print and prepare registration cards for the following day
Sign guests up for airport shuttle
Must have the ability to work alone, with others, and remain at work station for entirety of shift
Must be able to work a flexible schedule, including weekends and holidays
Must have customer service experience with excellent written and especially verbal communication skills
Must be able to sit for extended periods of time

211

Front Desk Agent Resume Examples & Samples

To be thoroughly acquainted with all check-in procedures and policies
To be thoroughly acquainted with all check-out procedures and policies
Be familiar with the Phone and Alarm System in the PBX department
To be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios
Be familiar with all systems and equipments as related to the Front Desk
Be familiar with all hotel rate plans and rate codes
Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, Leadbetter Academy, and Golf Club)
To be familiar with the inter-relationship between the different departments (PBX, Guest Service, Housekeeping, F&B outlets, Gift shop, and Purchasing)
Understand all Moments of Service for PBX, Guest Services and Front Desk
Maintain 4-Star/4–Diamond Standards of guest service
Attain a high propensity for customer service

212

Overnight Front Desk Agent Resume Examples & Samples

Conduct back up procedures for Epitome and drop tape nightly
Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
Familiarity with parking validation procedures and Good Night’s Rest Policy
Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift

213

Front Desk Agent Resume Examples & Samples

Monitor, send, and distribute guest faxes
Available for weekends and holidays, as well as morning, evening, and overnight shifts
Ability to think clearly, quickly, and make concise decisions

214

Front Desk Agent Resume Examples & Samples

This person would be responsible for checking guests in and out of the hotel
Offering information regarding hotel services and amenities
Giving directions
Dining and entertainment options
Must be able to complete a daily shift report and balance paper work and cash drawer
Typing skills and computer experience preferred
Previous hotel experience preferred, customer service experience required
This position requires standing and walking throughout shift
Applicant must be flexible and able to work am, pm, weekends and holidays

215

Front Desk Agent Resume Examples & Samples

Process guest check-ins and check-outs according to Omni’s Standard Operating Procedures
Previous hotel front desk experience is highly desirable
Must be able to stand and walk for long periods of time

216

Front Desk Agent Resume Examples & Samples

Ability to clearly and pleasantly communicate both verbally and in writing
Ability to work nights, weekends, and holidays
Must be able to stand for up to 8 hours per shift

217

Front Desk Agent Resume Examples & Samples

Frequent standing up behind the desk and front office areas
Use of keyboard to operate various property management systems
Reading and writing abilities
Problem solving reasoning abilities
*Only local candidates will be considered***

218

Franchised Front Desk Agent Resume Examples & Samples

Greets and welcomes guests upon arrival and departure including use of guest name; good eye contact with each guest
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
Maintains an up to date working knowledge of all hotel amenities as well as any special events
Provides accurate directions and hotel information for guests
Upsells other hotel services and amenities to guests
Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it's also a lot of fun!
A qualified applicant is a "people person" who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy

219

Overnight Front Desk Agent Resume Examples & Samples

The candidate must be able to deliver high-quality service to guests upon arrival and departure as well as resolve any guest issues during their stay
Ideal service agents are responsible for maintaining and organizing effective communication between departments
Applicant also must be able to enter reservations and handle all cash and credit card transactions
Prior hotel and/or cash-handling experience preferred, professional apperance, ability to multi-task, and be must be customer service oriented with strong computer and communication skills
The candidate must be able to stand for extended periods of time, lift up to 30Ibs

220

Front Desk Agent Resume Examples & Samples

Provide 100% Guest Satisfaction through efficient and effective guest interactions
Assist guests at check-in and check-out
Process guest credit at check-in
Record special billing instructions
Handle cash transactions
Help guests resolve any issues that may occur during stay
Coordinate with other departments as needed to assure quality service
Promote hotel attractions & services
Keep current on local attractions and events

221

Front Desk Agent Resume Examples & Samples

High School Degree or equivalent required
College Degree preferred (Front Desk Supervisor)
Ability to communicate clearly, effectively, and pleasantly in English
Fluent in a foreign language preferred
Basic Computer Skills required; type at least 45 wpm
Basic mathematical skills and ability to make accurate mathematical calculations using a calculator
Minimum 1 year hospitality or customer service experience required
Minimum 1 year previous front desk and/or reservations experience preferred
Minimum 2 years previous supervisory experience required (Front Desk Supervisor only )
Must possess and consistently demonstrate all “skills” listed below
Ability to focus and follow-through on details
Ability to use a computer and required software properly and efficiently
Ability to adhere to any and all policies of HOLIDAY INN WORLD’S FAIR PARK Hotel and Benchmark Global Hospitality (including the Appearance Standards Policy)
Ability to ensure security and confidentiality of guest information and internal hotel practices
Ability to use time efficiently and productively with minimal supervision
Ability to maintain company/hotel standards
Ability to professionally represent “HOLIDAY INN WORLD’S FAIR PARK Hotel” while presenting a warm, professional, and refined demeanor with guests and fellow team members
Ability to present information professionally and efficiently
Ability to maintain knowledge of hotel features and information (e.g., dining, babysitting, events, amenities, etc.)
Ability to understand and respond appropriately to guest inquiries and needs while remaining calm, courteous, and professional
Ability to promote positive relationships with guests via email, in person, and/or over the phone
Ability to organize information and remain educated on all aspects of HOLIDAY INN WORLD’S FAIR PARK Hotel and the city of Knoxville

222

Front Desk Agent Resume Examples & Samples

Make beds, change linen, and maintain cleanliness of furnishings and guestrooms. Remove empty trash. Clean bathrooms and replenish supplies as needed
Conduct room checks and ensure that guestrooms are clean and orderly
Assist in the monitoring, preparation, and inventory of all linen and supplies
Monitor items which are in need of repair in both the guest rooms and public areas
Vacuuming
Handling chemicals

223

Front Desk Agent Resume Examples & Samples

Report to work as scheduled, in proper uniform, and in accordance with company’s personal appearance standards
Scheduled daily group activities
Register guest in the computer and generate a registration card
Verify registration card information with the guest
Inform guest of room safe and mini-bar key and room key procedures
Issue parking passes/validate valet parking tickets
Direct valet staff to escort guest and transport their luggage to the room
Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp)
Take, record and relay messages accurately, completely and legibly
Accept and record wake-up call requests; and log
Document pertinent information in the log book
Assist with Reservations calls. Handle all Reservation calls after 8 p.m.; process, record and follow up any details relative to such

224

Franchised Front Desk Agent Resume Examples & Samples

Adhere to the hotel cash handling procedures
To explain and promote the hotel services
Work flexible hours on a shift basis in accordance with the departmental rota
Understand the Hotel Fire and Safety procedures. To undergo training in all fire and security measures every quarter
Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Adhere to the hotel grooming standards as stated in the associate handbook
To know how to action ""Go Manual"" procedures
To be able to use Opera Front Office PMS (desirable)
To be able to use Marsha, the global reservations system (desirable)

225

Seasonal Front Desk Agent Resume Examples & Samples

Provide guests with hotel facilities/amenities in an informative and helpful way
Follow policies, procedures and service standards
Previous Property Management System (Opera) experience an asset
Ability to work all shifts including overnight

226

Front Desk Agent Resume Examples & Samples

Must be available AM/PM/weekends and holidays
Ability to communicate, verbally and in writing, effectively with the guests and co-workers; respond to guests requests with a sense of urgency
Excellent interpersonal skills to provide guest satisfaction
Prior Front Desk experience
Prior Hilton Brand Hotel experience preferred
Prior KABA experience preferred
Eligible to drive the hotel shuttle preferred

227

Front Desk Agent Resume Examples & Samples

Previous guest / customer service experience
Strong written and verbal communication skills, including the ability to have a pleasant disposition over the phone
Ability to work well under pressure, in an ever-changing environment
Ability to retain and effectively communicate new pieces of information
Previous hotel front desk experience (preferred)

228

Franchised Front Desk Agent Resume Examples & Samples

1+ years of customer service experience at comparable hotel or setting
Marriott/Starwood experience preferred
FOSSE experience preferred
Professional and friendly demeanor with a positive attitude
Ability to read, comprehend and write simple instructions and/or short correspondence and memos

229

Overnight Front Desk Agent Resume Examples & Samples

Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Candidate MUST be able to work a flexible overnight schedule, to include weekends and holidays
Ability to stand for extended periods of time
Prior hotel and/or cash-handling experience preferred
Prior guest service experience preferred, preferably hotel front office experience

230

Front Desk Agent Resume Examples & Samples

Preferred 1
Preferred 2
Preferred 3

231

Front Desk Agent Resume Examples & Samples

Open front desk and lobby each morning, review arrivals and departures, update housekeeping report
Conduct daily inspections of managed condominum units, logging inspections dates and reporting issues found
Provide assistance to homeowners and guests in person and on phone
Newspaper and package delivery
Assist with projects
Hourly position, over time and bonus eligable

232

Franchised Front Desk Agent Resume Examples & Samples

Greets, acknowledges, registers, and assigns rooms to guests
Handles confidential information, including guest records, with a high degree of integrity and privacy
Promptly and effectively deals with guest requests and complaints following company policy
Answers and routes calls as appropriate; takes guest messages with accuracy and sends to appropriate manager
Responsible for cash drawer contents and transactions during shift with appropriate reporting
Maintains accurate records including cash flows, registration cards, reservation cards, and property walks
Answers inquiries pertaining to hotel services; registration of guests; and travel directions
Assists with sales and marketing efforts as directed by the General Manager and completes required documentation
Offers and properly handles requests for wake-up calls
Records pertinent guest information in the guest services log
May assist in replenishing restaurant as needed and keeps area clean
Ensures common area/lobby and front desk is always clean
Performs laundry functions as directed

233

Front Desk Agent Resume Examples & Samples

Excellent interpersonal and communication skills, both in person and by telephone
Ability to learn multiple computer software and accurately input information into the systems
Previous hotel front desk and hospitality experience is strongly preferred
Complimentary stays at Four Seasons over 100 locations worldwide (subject to availability)
Free employee meals prepared by the culinary team
Excellent Training & Development
Competitive Salary
Complimentary employee parking
Food & Beverage discounts
Medical benefit plan, including medical, dental, vision, life insurance,
Paid Time Off
A culture that breeds success, and rewards it in many different ways

234

Front Desk Agent Resume Examples & Samples

Strong guest service focus
Pleasant personality
Previous experience with hotel PMS software preferred
Ability to work in a busy environment with high volume of guest traffic
Needs to possess the ability to work as part of a team
Needs to be flexible and able to work a variety of shifts including days, nights, weekends, holidays and special events
Must be at least 18 years of age to be considered for this position

235

Night Front Desk Agent Resume Examples & Samples

Greet all guests at any time in a friendly and helpful manner and attempt to learn and use guest's name at every opportunity. Register arriving guests ensuring that full details are obtained on the registration form in accordance with established procedures
On check‑in, ensures, in consultation with the Night Manager if necessary, that the guest is assigned a room of the type and at the rate requested. In the case of a walk‑in, the guest should be sold a room at the highest available rate
Escort guests to their rooms on checking in, explain and endeavour to sell the hotel's food and beverage facilities. Explain all the facilities in the room, e.g. heating, television, hairdryer etc. Inform Meet & Greet Assistant’s of guest's room number
Enter all arrivals' check‑in details accurately in the computer and modifies any information correctly with particular care towards spelling and room rates
Complete and record messages ensuring that they are accurate and clear, and are delivered as soon as possible
Ensure that the hotel's credit policy is adhered to at all times, with particular care to the established policy on "chance guests"
Ensure wake up calls are taken accurately and passed over to the operator without fail and assist them, if needed, in giving wake up calls
Take room service orders during the shift and assist the night meet and greet assistant in delivering orders in respective rooms
Manage the night float and ensure all cashiering procedures are followed
Print reports before and post night audit and assemble them in order
Excellent Communication skills
Good written and verbal command of the English language
Have self-initiative and independent judgment
A passion for hospitality
Similar experience in a customer service environment

236

Front Desk Agent Resume Examples & Samples

Eyes and ears of the lobby areas. Provides information to guest inquiries
Owning all guest requests pertaining but not limited to dining reservations, car transportation, spa appointments, concert tickets, nightclubs, etc
Excellent verbal & written communication skills with guests and co-workers
Creating and maintaining relationships with surrounding businesses and restaurants
Is familiar with all outlet operating hours and facilities that the hotel provides
Is familiar with and adhere to all policies and procedures as pertaining to position, and policies specified in the Morgan’s Hotel Group employee handbook
Adheres to all safety and emergency procedures and precautions
Ensuring that each and every guest has a fantastic stay
Ensure that our Stage is always set and that our Players utilize their script and improvising
Providing services above and beyond expectation

237

Front Desk Agent Resume Examples & Samples

High school diploma or equivalent required. College degree preferred
1-3 years prior hotel or hospitality experience preferred
Experience in a 4 star or 5 star property preferred
Technical proficiency (basic computer applications)
Attention to detail and excellent customer service skills
Flexible schedule to include early mornings, evenings, weekends and holidays
Strong organizational and time management discipline
Solid judgment and ability to resolve conflicts effectively
Operate effectively in stressful situations

238

Franchised Front Desk Agent Resume Examples & Samples

Summon guest service personnel for assistance to escort guests to their rooms as appropriate
Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer
Use the photocopier to make copies of items as required
File registration cards in room number order
Retrieve registration cards from the files for each check out."
Ability to stand and move throughout the front office and continuously perform essential job functions

239

Front Desk Agent Resume Examples & Samples

Checks in guest in an efficient and friendly manner, using guest name whenever possible
Assures that guest is assigned type of room requested and the correct rate is charged
Be part of a cohesive team with a singular focus on creating the best guest experience
Have career growth opportunities both within Four Seasons Amman and worldwide with our company

240

Front Desk 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
Adhere to OH&S policies and procedures
Performs related duties and special projects assigned

241

Front Desk Agent Resume Examples & Samples

Must reside in central Indiana
Must be able to work as early as 7am and no later than 11pm
Must be computer literate

242

Front Desk Agent Overnight Resume Examples & Samples

· Register guests, issue room keys, provide information on hotel services and room location
Answer phones in a prompt and courteous manner
· Up-sell rooms where possible to maximize hotel revenue
· Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
· Issue, control and release guest safe-deposit boxes
· Communicate any outstanding guest requests or issues to management that may require
Additional monitoring or follow-up
· Respond appropriately to guest complaints. Make appropriate service recovery gestures in order
To ensure total guest satisfaction
· May routinely book guest reservations for individuals and/or groups that are requested either by
Phone or from within the hotel; process cancellations, revisions, and information updates on
Changes
· Promote team work and quality service through daily communications and coordination with
Other departments
· Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc
. Complete and transmit daily accounting reports and prepare them for review by hotel management

243

Front Desk Agent Resume Examples & Samples

Previous hotel-related experience preferred
Ability to communicate with public, hotel staff, and management in a professional manner
Knowledge of surrounding areas and local events
Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Able to properly secure guest information
Ability to learn safety, emergency, and accident prevention policies and procedures
Skilled in the use of front office equipment
Knowledge of proper telephone etiquette
Ability to work a flexible schedule, including weekends and holidays

244

Lead Front Desk Agent Resume Examples & Samples

College degree. -preferred
Customer service background -preferred
Proficiency in Microsoft office, LMS or other property management/reservation program. – strongly preferred Must be able to communicate effectively in English, written and verbal. -required
Proficiency in Spanish. -preferred
Must be well spoken and polished to resort property expectation. -required

245

Night Front Desk Agent Resume Examples & Samples

Provide information to any guest or visitor
Provide basic concierge service
Process express checkouts and handle request for late checkouts
Process all payments while adhering to all cashiering procedures
Block rooms and pre-register designated guest and prepare key packets
Issue and ensure security of keys
Communicate pertinent guest information to designated departments i.e. special request, and organizing amenities for delivery
Resolve discrepancies on room status reports with Housekeeping
Input all guests request and departmental request promptly and accurately into the HotSos response system
Coordinates and assigns dispatching work orders to the appropriate department
Inputs all guests wake up calls as requested
Handles internal and external calls
Perform other duties, task and special projects as assigned
Overlook / Monitor Hotel Occupancy and Inventory
Work with all communication tools provided
Makes sure that guest folios are set up accurately
Conducts Rate checks
Print Express Check out Folio
Monitors Market Segments and adjusts as needed
Checks in Master accounts
Make sure Front desk is clean and Re-Stocked
Prints all Operation reports for the following day
Prepares Early Arrivals for the next day and assigns Crew Rooms
Works on Back to Back reservations
Supports Instant Service Center / Bell Desk and other departments as needed
Must be flexible and able to work nights, weekends, and/or holidays as required
Must be able to maintain a highly positive and friendly image that will reflect well on hotel's overall professional appearance
Must be conscious of cultural differences and have the ability to promote positive relations with fellow colleagues
Ability to work in fast paced environment with attention to details
Ability to prioritize, organize and follow-up
Ability to think clearly, quickly and make concise decisions
Ability to focus on guest needs, remaining calm and courteous
Ability to maintain confidentiality of all guest and hotel information
Ability to remain stationary at assigned post for extended period of time (standing)
Ability to adhere to hotels grooming standards; policy and procedures

246

Franchised Front Desk Agent Resume Examples & Samples

Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures
Check registration (folio) cards for completeness, accuracy, and legibility
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
Know emergency procedures and how to respond
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
Complete daily reports, audits correspondences etc
As required by your shift keep lobby and office area clean at all times,
Set wake-up calls as dictated by your shift
Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day
Lock and secure area if leaving the front desk, even if it is for a moment!
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
Maintains high standards of personal appearance and grooming, which include compliance with the dress code
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position
To perform the job successfully, an individual should demonstrate the following competencies
Other competencies may be required
Responds to requests for service and assistance
Can be relied upon regarding task completion and follow up
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
Ability to write simple correspondence

247

Franchised Front Desk Agent Resume Examples & Samples

Ensure front desk operations are carried out within the systems and procedures required by Maximum Hospitality and brand specific standards
Working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training
Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained
Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control
Must have good knowledge of surrounding area
Manage reservations and check-ins to ensure the highest RevPar.
Must be responsible for security of guests, fellow employees and hotel assets
Must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests
Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc
Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests
Works with other staff to ensure awareness and compliance to all safety and security policies and procedures. Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area
Balances PMS activity at the end of each shift and daily report as required
Never drops a deposit without a witness
Accurately counts and accounts for cash banks prior to and at the end of each shift
Immediately report any guest issues to the Manager on Duty
Does not participate in personal conversations either in person or on telephone or cell phone
Assist guest with luggage as needed
Well-groomed and in costume/uniform while on property
Does not eat, drink, or smoke in sight of a guest
Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment
Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message
Must poses a passion to serve
Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension
Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

248

Overnight Front Desk Agent Resume Examples & Samples

Previous customer service experience required, including the ability to work in an environment providing a high level of customer service to guests, with discretion and professionalism
Strong attention to detail and the ability to handle multiple tasks
Be a strong team player and partner with management and other employees in a professional manner
Respond to hotel emergency or safety situation based on hotel standards
Proficiency in a second language preferred
Experience in the hospitality industry or similar industry is preferred

249

Franchised Front Desk Agent Resume Examples & Samples

Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
Proficient administration of the hotel's electronic reservation system
Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction
Compliance with hotel safety programs and procedures, including emergency and security systems

250

Overnight Front Desk Agent Resume Examples & Samples

Requires good communication skills, both verbal and written
Most work tasks are performed indoors. Temperature generally is moderate and controlled by Resort environmental systems
Must be able to exert well-paced ability in limited space

Download Front Desk Agent Resume Sample as Image file

Related Job Titles

Front Desk Associate Resume Sample

Front Desk Coordinator Resume Sample

Front Desk Supervisor Resume Sample

Front Desk Resume Sample

Front Desk Assistant Resume Sample

Service Desk Team Leader Resume Sample

Front Desk Representative Resume Sample

Front Desk Attendant Resume Sample

Hotel Front Desk Agent Resume Sample

Help Desk Agent Resume Sample

Front Desk Night Auditor Resume Sample

Desk Agent Resume Sample

Browse More

Front Desk Agent Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Resume Builder

15 Front Desk Agent resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Seasonal Front Desk Agent Destination Kohler Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Bear Paw Lodge Summer Seasonal Beaver Creek Resume Examples & Samples

Condo Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Overnight Front Desk Agent / Night Audit Resume Examples & Samples

Front Desk Agent, Doubletree by Hilton Resume Examples & Samples

Overnight Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent / Member Services Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Lead Front Desk Agent Resume Examples & Samples

Front Desk Agent, Radisson Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Lead Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Overnight Front Desk Agent Resume Examples & Samples

Japanese Speaking Front Desk Agent Resume Examples & Samples

Lead Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Lead Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Overnight Front Desk Agent Resume Examples & Samples

Overnight Front Desk Agent Resume Examples & Samples

Front Desk Agent / Night Auditor Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Lead Front Desk Agent Resume Examples & Samples

Intermediate Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

Front Desk Agent Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume