Front Office Agent Resume Samples

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CP
C Parisian
Cornelius
Parisian
25980 Carter Terrace
New York
NY
+1 (555) 294 9545
25980 Carter Terrace
New York
NY
Phone
p +1 (555) 294 9545
Experience Experience
04/2014 present
Boston, MA
Front Office Agent / Supervisor
Boston, MA
Front Office Agent / Supervisor
04/2014 present
Boston, MA
Front Office Agent / Supervisor
04/2014 present
  • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
  • Upsell established upsell packages to guests to improve the Hotel’s RevPAR and Total Revenue
  • Assist in the preparation and checking of the rate manual
  • Diploma in Hotel Management or Tourism Management
  • Perform other duties as requested by management
  • Performs the audit balances and prepares all works for audit in an orderly fashion
05/2010 11/2013
Boston, MA
Overnight Front Office Agent
Boston, MA
Overnight Front Office Agent
05/2010 11/2013
Boston, MA
Overnight Front Office Agent
05/2010 11/2013
  • Responding to guest inquiries,
  • Processing forms of payment,
  • Confirming reservations,
  • Other assigned duties
  • Perform the audit balances and prepare all reports for audit in an orderly fashion
  • Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
  • Assist guests with safe deposit boxes
08/2005 01/2010
Philadelphia, PA
Front Office Agent
Philadelphia, PA
Front Office Agent
08/2005 01/2010
Philadelphia, PA
Front Office Agent
08/2005 01/2010
  • Maintain a clean work area
  • Perform related duties and special projects assigned
  • Ensure front desk work area is kept clean and in an orderly state at all times
  • Cash hotel guests’ personal and travelers checks and assist with currency exchange
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
  • Assist guests regarding hotel facilities in an informative and helpful way
  • Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
Education Education
Bachelor’s Degree in Hospitality
Bachelor’s Degree in Hospitality
California State University, Northridge
Bachelor’s Degree in Hospitality
Skills Skills
  • Previous PMS experience an asset
  • Computer literate in Microsoft Window applications an asset
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively with fellow colleagues as part of a team
  • Previous experience in a customer-focused industry
  • Positive attitude and good communication skills
  • Commitment to delivering a high level of customer service
  • Excellent grooming standards
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12 Front Office Agent resume templates

1

Front Office Agent Resume Examples & Samples

  • Check all arrivals list, contain the best possible guest service standard
  • Prepare the concerned information and guest correspondence to ensure completely checking in
  • Register all arrival guests correctly as required by law And manual update the guests history in file as present
  • Answering the guest questions and requirement during their stay
  • Prepare the concerning guest correspondence to ensure cashiering correctly upon guest departure
  • Ensure cash equivalents are accounted for and balanced at the beginning and end of each shift
2

Front Office Agent Resume Examples & Samples

  • Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction
  • Obtains assigned bank and ensures accuracy of contracted monies
  • Checks guests in and out, in a speedy, efficient and friendly matter according to Front Office Service Standards
  • Maintains confidentiality of guest information and pertinent hotel data
  • Completion of a task or assignment requires use of equipment, tools or systems related to the proper performance of the service. Provide a service for others, and provide expertise based on information keyed, gathered, studied, processed or reviewed
  • Proper performance requires some physical and mental dexterity in order to accomplish tasks associated with the completion of the service
  • Proof of authorization/eligibility to work in the United States
  • High school Diploma or equivalent preferred
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form
  • Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts
  • Availability to work varied shifts, including weekends and holidays
  • Front desk experience in a four or five star hotel/resort preferred
  • Candidate must possess a stable job history and be able/willing to work all shifts upon start date
  • One year continuous face-to-face guest service experience, preferably in a high-end customer service environment
  • Possess the ability to reflect a professional image
  • Previous experience with LMS and PC software programs (MS Word, Excel), basic typing skills, excellent guest service skills are strongly preferred
  • Must be able to maintain a positive/upbeat personality at all times in order to assist guests with questions, directions, check-in/ check-outs, and other information regarding the Hotel/Casino to help create an Unmatched Guest Service experience
  • Strong technical/reservation systems experience preferred
  • Six months previous cash handling experience required, preferably in a high-end hotel/casino environment
  • Must be able to stay calm and maintain a positive image when dealing with highly stressful situations involving guest disputes and check-in/check-out procedures
  • Bi-Lingual in a second language other than English is preferred, but not required
  • Actively seek opportunities to up-sell, illustrating the benefits of particular suite types that would best suit the guest's needs
  • Full comprehension of the English Language is required along with strong verbal and written communication skills
  • Maintain physical stamina and proper mental attitude to work effectively with guests, management, team members, and outside contacts while under pressure, meeting deadlines, and working extended hours as required
3

Front Office Agent Resume Examples & Samples

  • Prior service experience is preferred
  • Must have good computer skills
  • Must be able to work a flexible schedule, including weekends, holidays and some overnights
4

Front Office Agent Resume Examples & Samples

  • Strong computer skills
  • Ability to multitask, stay organized and handle difficult situations
  • Open availability including mornings, afternoons, evenings, weekends and holidays
5

Franchised Front Office Agent Resume Examples & Samples

  • Knowledge of Spanish (native) and English languages
  • Excellent communication skills (multi-lingual preferred)
  • Knowledge of PMS Opera & Marsha
  • Passion for hotel industry with focus on customer satisfaction
  • Qualifications and learning experiences in "Hospitality and Hotel Management" area (preferred)
6

Front Office Agent Resume Examples & Samples

  • Computer skills such as Hotel POS, Excel, Powerpoint, and Word preferred
  • Ability to perform tasks with minimal supervision
  • Must be able to work a flexible schedule, including Holidays, Weekends and Overnight shifts
7

Front Office Agent Resume Examples & Samples

  • Refined verbal communication and written skills
  • Must have physical stamina to stand for long periods of time
  • Must have previous customer service experience, preferably in a hotel environment
  • Enjoy meeting and conversing with others
  • Passionate about providing exceptional guest service in a fast paced environment
  • Must be proficient in general computer knowledge
  • Must have flexible availability: mornings, afternoon, evenings, overnights and weekends
8

Front Office Agent Resume Examples & Samples

  • Register and room all guest arrivals according to established procedures
  • Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
  • Maintain cashier float and ensure accurate daily report of all money received
  • Cash hotel guests’ personal and travelers checks and assist with currency exchange
  • Keep abreast of all modifications to accounting policies and procedures
  • Attend to guests’ request of using the service of safety box at all times
  • Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
  • Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
  • Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
  • Ensure that the guests depart the hotel with a positive impression of hotel service
  • Perform the audit balances and prepare all reports for audit in an orderly fashion
  • When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
  • Maintain comprehensive knowledge of standard reservation procedures
  • Maintain exemplary department standards of behavior and appearance and attitude
  • Ensure front desk work area is kept clean and in an orderly state at all times
  • Is fully aware of the Credit policy
  • Adhere to OH&S policies and procedures
  • Perform related duties and special projects assigned
  • Strong written and verbal communication skill in English
  • Able to develop rapport with and gain support from Colleagues and Management staff
  • Ability to work cohesively with co-workers as part of a team
  • Ability to promote positive relations with all guests and patrons
  • Able to exercise good judgment with difficult guests
  • Understanding and ability to work in a multi-cultural environment
  • Post Secondary Education or relevant qualifications in Hotel Management
  • Minimum 2 years Guest Relations experience preferably in a four or five star hotel
9

Roving Front Office Agent Resume Examples & Samples

  • Previous hotel front office experience preferred
  • Previous consistent customer service experience required
  • Must have excellent verbal and written communication skills and organization skills
  • This position requires a considerable amount of standing
10

Front Office Agent Resume Examples & Samples

  • Must possess exceptional verbal and written communication skills
  • Previous high-volume customer service experience is required, preferably in the hospitality industry
  • Previous work-related cash handling experience is required
11

Front Office Agent Resume Examples & Samples

  • College degree or pursuing a college degree preferred
  • An open and flexible schedule that includes: morning, afternoon, evening, weekend and holiday shifts
  • Prior Front Office or Customer Service experience preferred
12

Front Office 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
  • Manage, resolve or escalate any and all Guest complaints quickly
  • Ensure a high level of product knowledge of the hotel and the local area and be aware of the daily hotel event schedule
13

Front Office Agent / Guest Service Resume Examples & Samples

  • Customer service experience is required, preferably in a hotel or related field
  • Must have schedule flexibility for both AM/PM shifts, weekends and holidays
  • Requires strong command of the English language to include speaking, reading and writing
  • Ability to learn quickly and work in fast paced position with guest interaction
  • Ability to lift, pull, and push moderate weight (minimum of 20 lbs)
  • Must possess basic computer skills, i.e. Word, Excel, etc
14

Front Office Agent Resume Examples & Samples

  • Must be available to work various shifts including weekends and holidays (mornings, afternoons and especially graveyard shifts)
  • MUST be available to work the Graveyard shifts
  • Must possess a keen eye for details
  • Must have previous cash experience
  • Must be able to adapt and work in a diverse culture and environment
  • Must be able to interact with a diverse group of individuals
  • Must have proven experience in making quick and efficient decisions
  • Must have ability to upsell
  • Must be proficient in computers (Opera, Microsoft Office, Fidelio, etc)
  • Previous experience with Opera and Fidelio is an asset
  • Must have the ability to lift a moderate amount of weight
  • Must be legally entitled to work in Canada
15

Front Office Agent Resume Examples & Samples

  • Must have the ability to multi-task in a fast paced environment
  • Must be available and willing to work weekends and holidays
  • Must be available and willing to work a flexible schedule
16

Front Office Agent Resume Examples & Samples

  • Excellent communication and organizational skills; reading, writing, and oral proficiency in the English language
  • Front office experience and knowledge of front office/reservations systems preferred
  • Have access to a robust benefit package that includes: Medical, 401k plan, paid vacation, and complimentary stays at other Four Seasons Hotels and Resorts
17

Front Office Agent Resume Examples & Samples

  • Post charges to guest accounts: room service, food, liquor and telephone
  • The listed items may not be the only duties performed in this position - there will be other duties as assigned
  • Knowledge of basic accounting and city attractions
  • Ability to make change quickly and accurately
  • Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives, agencies, and Red Lion guests
18

Front Office Agent Resume Examples & Samples

  • Provide full administrative support for Sales offices
  • Manage and maintain database of Sales accounts
  • Answer and direct phone calls to appropriate persons. Handle phone inquiries for Sales staff
  • Liaison between National Sales office and field sales offices
  • Manage and keep current all sales information to include sales roster, Extranet sales related items, STARS lead referral program
  • Log, route, and track invoices for payment for all Sales budget expenses, and Sales staff expense reports
  • Order office supplies for Sales office
  • Organize routing of company trade show booths
  • Schedule sales appointments for sales events and sales calls
  • Compilation and distribution of all leads from sales events and trade shows
  • Considerable knowledge of clerical policies and procedures
  • Possess exceptional oral and written communication skills
19

Front Office Agent Resume Examples & Samples

  • Check- In und Check-Out
  • Empfang, Beratung und Betreuung der Hotelgäste
  • Reservierungshandling
  • Telefon und E-Mailschriftverkehr bearbeiten
20

Front Office Agent Resume Examples & Samples

  • Handles all activities relating to guest accounts, receiving and filing of checks, posting, mail & information services, cashiering procedures, foreign exchange, payment/settlement of guest accounts, room blocking and inventory, guest check-in and check-out, room transfers and other guest requirements
  • Provide guests with up to date information at all times
  • Ensures guest satisfaction is achieved through guest recognition and prompt attention
21

Front Office 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
22

Front Office Agent Resume Examples & Samples

  • 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
  • Handling objects, products and computer equipment
23

Front Office Agent / Supervisor Resume Examples & Samples

  • Experience in a hotel or a related field preferred
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
  • Follow all cash handling and credit policies
  • Flexible and long hours sometimes required, including the Night Auditor shift
  • Monitor Hotel business levels and direct associates to areas needing assistance
  • Plan, assign and direct work associates
  • Check in with each department and discuss with manager or supervisor of the day's activity: Occupancy, late check outs, arrivals, VIP's, credit issues, employee breaks, closing duties
  • Respond to emergency situations and work with local authorities
  • Monitor and ensure that all cashiering procedures comply with accounting policies and standards
  • Ensure that the highest level of guest service in maintained at all times by Hotel standards
  • Must be have basic knowledge of Computer operation
  • Must have great written and interpersonal skills
  • Ability to adapt to fast pace and demanding environment while maintaining exceptional Customer Service
  • Strong problem solving and decision making ability with resolution
  • Must be flexible with shift coverage including overnights
  • Ability to communicate through email professionally and with correct grammar
  • Responsible for writing a MOD report at the end of shift
24

Front Office Agent Resume Examples & Samples

  • Post charges to guest accounts: room service, food, liquor and telephone.Monitor the quality and consistency of all food served from the buffet
  • Prepare proper food quantities based on forecasted room counts
  • Coordinate removal and proper storage of all food and decorations from the buffet line
  • Maintain food at proper temperature
  • Keep work area clean and organized
  • Set up, restock and maintain food preparation areas
  • Prepare foods in accordance with working menus and recipe cards
  • A passion for service; responsible for delivering personalized, above and beyond service to all customers
25

Front Office Agent Resume Examples & Samples

  • Two years of college education preferred
  • Two years experience in a service industry, preferably in the hospitality industry
  • Excellent oral and communication skills
  • Pleasant telephone demeanor
26

Front Office Agent Resume Examples & Samples

  • Follows consistent phone etiquette practices
  • Directs calls to guest rooms, staff or departments through the PBX system
  • Logs and delivers all wake-up call requests
  • Acts as an ambassador for our hotel and community by providing information about hotel services and local amenities to guests
  • Responsible for booking dining reservations and providing information to our guests in regards to dining options and hours
  • Required to monitor the emergency systems in the hotel and respond appropriately
  • Dispatch service calls through our Royal Service Software for all key departments in the hotel
  • To be fully aware of and adhere to health and safety, fire and bomb threat procedures
  • Update directory information as required in front office software and lists
  • Post-secondary education an asset
  • Good hearing and a clear telephone voice
  • The ability to work quickly and accurately under pressure
  • Able to communicate fluently in spoken and written English
  • Advanced computer and keyboard skills
  • Excellent customer care skills
  • The ability to deal with difficult calls in a calm and professional manner
  • Fluency in a second language an asset
  • Must be available to work shift work including late evenings and overnight
27

Front Office Agent Resume Examples & Samples

  • Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently
  • Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills
  • Process reservations following hotel reservations policy
  • Ensure all reservations are accurately actioned within the same working day
  • Assist in the preparation and checking of the rate manual
  • Check and update, as necessary, rates in the computer system
  • Maintain a positive selling approach to maximize yield in both occupancy and rates
  • Assist with car/hotel doors and guest luggage. Ensure timely delivery of all guest luggage. Explain technology and features of guest rooms
  • Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual
  • Responding to all guest inquiries regarding local attractions, restaurants, and tours. Offering the best product or service to meet the guest's individual requirements
  • Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation
  • Be proactive in the services concierge offers, follow up all reservations, bookings, and recommendations to ensure quality and guest satisfaction is at the optimal level
  • Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority
28

Front Office Agent M/W Resume Examples & Samples

  • Vocational diploma or degree in hospitality - food & beverage
  • Fluent in the national language, business English
  • Dynamic
  • Sales oriented
  • Copes well under pressure
  • Strong sense of ethics
  • Autonomous and sense of responsibility
29

Front Office Agent Resume Examples & Samples

  • Must have full open availability from Memorial Day to Labor Day
  • Must be available to work weekends, holidays and overnights
  • Must be available to work Memorial Day weekend, 4th of July weekend and Labor Day weekend
30

Front Office Agent Resume Examples & Samples

  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
  • Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment
  • Converts foreign currency at current posted rates
  • Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc
  • Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions
  • Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and
  • Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error
  • Ability to prioritize and organize workload to ensure deadlines are met
31

Front Office Agent Resume Examples & Samples

  • Ensure that the guest service is excellent so that he/she will return to the hotel
  • Update Guest history
  • Know the pricing policy of the hotel
  • Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible
  • Inform the guest of all the conditions related to their stay in the hotel
  • Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels
32

Front Office Agent Resume Examples & Samples

  • Empowered to make decisions that directly affect the guest’s experience in a positive fashion
  • The front desk will be staffed to provide services 24 hours a day 7 days a week
  • Guest orientation of the local area and the Lodge facilities
  • Preparation and hand out of name tags, parking passes, and other orientation information
  • Coordinate reservations for guest transportation
  • Full understanding and utilization of the property management system
  • Familiarization with night audit functions
  • Assist all guests in any way possible
  • Responsible for keeping the gift shop area cleaned & well stocked
  • Must be fluent in English language both spoken and written
  • Computer literate in MS Office programs; some experience with property management systems preferred
  • Willingness to gain a good understanding of location and surrounding area, becoming fully knowledgeable on all activities and amenities offered
  • Minimum of two years’ experience in a like employment
33

Front Office Agent Resume Examples & Samples

  • Answer inquires from guests regarding restaurants, transportation, entertainment, etc
  • 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 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 warm and friendly demeanor at all times
  • Must be able to show initiative, including anticipating guest or operational needs
34

Front Office Agent Resume Examples & Samples

  • Maintains cashier float and ensures accurate daily report of all money received
  • Upsell established upsell packages to guests to improve the Hotel’s RevPAR and Total Revenue
  • Interacts with guests and individuals outside the hotel including, but not limited to current and potential clients, owning company representatives, suppliers, competitors and other members of the local community
  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
  • Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
  • Cashes hotel guest’s personal and travelers checks and assists with currency exchange
  • Responsible and attends to guests’ requests of using the service of safety box at all times
  • Knowledgeable of all special promotion procedures, for programs such as; Seasonal
  • Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty program (IHG Rewards Club)
  • Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she is unable to assist
  • Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
  • Maintains intimate knowledge of departmental standards and procedures
  • Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
  • Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times
  • Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
  • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
  • Log security incidents and accidents in accordance with hotel requirements
  • Diploma in Hotel Management or Tourism Management
  • At least 6 months experience in guest service or customer service
  • Experience in Front Office systems will be an advantage
  • Passionate about customer service
  • Ability to thrive in a dynamic environment
  • Have a vibrant personality
35

Temporary Front Office Agent Resume Examples & Samples

  • Sell, register, and assign rooms to guests
  • Promote hotel facilities and services
  • Calculate bills, collect payments and maintain cash bank according to policies
  • Typing and 10-key experience helpful