Guest Relations Agent Resume Samples

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BH
B Heller
Beulah
Heller
6081 Savanah Brooks
Philadelphia
PA
+1 (555) 204 7446
6081 Savanah Brooks
Philadelphia
PA
Phone
p +1 (555) 204 7446
Experience Experience
Philadelphia, PA
Guest Relations Agent
Philadelphia, PA
DuBuque Inc
Philadelphia, PA
Guest Relations Agent
  • Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name
  • Developing and maintains strong Guest relationships to ensure Guest loyalty
  • Report any unusual occurrences and/or requests to a Manager
  • Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time
  • Assist fellow associates on their jobs to ensure completion of all jobs on time
  • Providing internal communication through effective handover's
  • Ensure the cleanliness and upkeep of the Lobby, Front Desk and other work areas
Detroit, MI
Guest Relations Agent, Night Club
Detroit, MI
Torp-Wilderman
Detroit, MI
Guest Relations Agent, Night Club
  • To consistently offer a professional, friendly greeting and engaging service
  • To maintain and co-ordinate outlet reservation and Respak system and ensure all guests requests are well arranged and delivered by the service and kitchen team
  • Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow
  • Provides a warm welcome and assists guests’ according to FHR Brand Standards
  • Perform other duties as requested by management
  • Create, and revise maintenance work tasks cards as defined by the maintenance program
  • End of day-closing paperwork, prepare coffee for next day, clean backroom
present
Boston, MA
Guest Relations Agent / Personal Concierge
Boston, MA
Bradtke-Dicki
present
Boston, MA
Guest Relations Agent / Personal Concierge
present
  • Flexibility to respond to a variety of different work situations
  • Commitment to delivering a high levels of customer service
  • Successfully completed vocational training in the hospitality industry
  • Arrives to work, ready to Work
  • Daily supervision of all contributing colleagues and departments who provide service to the Ex. Floor to ensure that standards are provided
  • Actively participates in departmental meetings, providing new ideas to improve service
  • Perform registration process by obtaining data from guest and by observing the established guidelines
Education Education
Bachelor’s Degree in Patience
Bachelor’s Degree in Patience
Iowa State University
Bachelor’s Degree in Patience
Skills Skills
  • Ability to think clearly, quickly, maintain concentration and make decisions
  • Highly responsible & reliable
  • Ability to compute basic mathematical calculations
  • Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis.
  • Calm, efficient, and organized with great attention to detail
  • Ability to work in a fast paced work environment and be able to balance multiple tasks successfully
  • Able to get on well with people from many different backgrounds, cultures, etc
  • Ability to perform job functions with minimal supervision
  • Ability to use time efficiently; to prioritize and organize work
  • Ability to maintain company standards and policies
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2 Guest Relations Agent resume templates

1

Guest Relations Agent Resume Examples & Samples

  • Ability to focus attention on details and guests need, remaining calm, courteous and warm
  • Ability to think clearly, quickly, maintain concentration and make decisions
  • Ability to prioritize, organize and follow up
  • Ability to perform job functions with minimal supervision
  • Ability to promote positive relationships with guests, particularly over the phone
  • Ability to work cohesively with other departments and other team members
  • Ability to be flexible as your job changes
  • Must have a professional image and confidence
  • All hotel Features / Services, hours of operations
  • All hotel room rates, special packages and promotions
  • Scheduled daily events and activities
  • Pre-call all arriving individual guests to confirm information to assist anticipation of their needs prior to their arrival
  • Preparation and organization of welcome back notes/amenities for all Repeat, VIP and Special Occasion guests
  • Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all repeat guests
  • Energize the Guest Recognition process in daily contact with other departments
  • Assist in the implementation of Guest Relations awareness programs
  • Communicate system errors to Help Desk. Notify Corporate Manager, Guest Relations Manager
  • Accommodate all guest’s special requests accordingly upon registration of the guests
  • Monitor the hotel main lobby and resolve any congested situations
  • Recognize all Repeat guest’s upon arrival, using name recognition when possible
  • Manage the radio process in the lobby ensuring consistency
  • Use the guests preferred language when possible
  • Positively impact the hotel revenue by using up selling techniques
  • Collect and energize the guest preference process
  • Handle all guest complaints by following the guidelines and ensuring guest satisfaction
  • Carry out official orders of the immediate manager
  • To follow fire and work safety regulations
2

Guest Relations Agent Resume Examples & Samples

  • Organize and execute cultural experiences for all guests
  • Organize and execute fun and interactive tournaments, games and activities for all guests
  • Suggest, and when appropriate join, off property excursions for guests to experience all that Nevis has to offer
  • Ensure guests are informed and participating in on property activities for the day
  • Be present at the pools, beach, breakfast and lunch restaurants promoting activities and connecting with our guests
  • Be fully informed on all activities on and off property to properly suggest and coordinate all activities
  • Assist the Guest Relations team with connecting with in house guests to ensure that all guests have a personalized experience
  • Free employee meals prepared by the Four Seasons Culinary Team
  • Complimentary laundering of employee uniforms
3

Guest Relations 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 info
  • Get a daily briefing about all special events
  • Have knowledge about all room rates , discounts and promotions and know how to handle it
  • Have knowledge about all guest rooms , features and amenities plus all services offered by the hotel
  • Check in all the guest according to SOP & LSOP
  • Follow all cash handling and banking and be able to check out all guests properly
  • Each associate is expected to carry out any request by management which the associate is capable of performing
  • Operate MARSHA / OPERA and other systems as required
  • Take new / same day reservations and know how to operate MARSHA
  • Perform guest registration and room assignment and accommodate special requests of all customers
  • 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
  • Handle mail and messages properly and on a confidential basis
  • Ensure cleanliness of work areas at all times
  • Utilize spare time for cleaning
  • 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
  • Have knowledge of all emergency procedure and know how to act on them
  • Be flexible with regards to work schedule
  • Use password with discretion
  • Log off your terminal when leaving your work area
  • Have knowledge about the city and local attraction to answer any guest query
  • Ensure proper credit when checking out the guest and produce zero balance invoice
  • Handle late charges according to procedures
  • Bank out at the end of the shift by following the blind shift closing procedures strictly
  • Front desk leader will always verify your shift closing
  • When leaving your area you must secure your cash drawer by locking it
  • 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 front desk
  • Greet guests immediately and offer assistance before guests ask you
  • Focus your total attention to your customers
  • Be familiar with daily checklists of your shift to ensure smooth operations
4

Guest Relations Agent Resume Examples & Samples

  • Ensures that all Ex. Floor and Business Center SOP’s are adhered to
  • Monitor maintenance and development of the physical Floor and Business Center product
  • Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theaters, special events, tickets, confirmations and other available services
  • To ensure proper handling of all incoming and outgoing faxes, and e-mails for hotel guests and event participants
  • Manage the Ex. Floor guest history system and ensure Guest information is updated
  • Reviews arrival reports and VIP’s to ensure all special requirements are anticipated
  • Develops and maintain strong guest relationships to ensure Ex. Floor loyalty
  • Remain observant and respond to each guest who approaches the reception desk
  • Ensure all guests are escorted to their rooms
  • Enrolls new SC members and updates SC certificate maintenance
  • Ensure that any compliments or complaints that are received are dealt with promptly in a polite manner and to enter it in the Ex. Floor and log book
  • Be familiar with our regular guests and their requirements
  • Be familiar with the VIP procedures
  • Deal with all guests inquiries with efficiency
  • Check in guests, ensuring correct, legible registration and method of payment
  • Ensure that the handover shift is smooth and complete
  • Be able to handle efficiently and effectively any queries arising from guests’ accounts
  • Strong and effective communication with all other departments
  • Daily supervision of all contributing colleagues and departments who provide service to the Ex. Floor to ensure that standards are provided
5

Guest Relations Agent Resume Examples & Samples

  • Ensuring that all Fairmont Hotels & Resort service standards and operational procedures are adhered to in all interactions with Guests and colleagues
  • Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name
  • Masters the Front Office and Royal Service policies, procedures and operations required. Uses the skills training received and knowledge acquired to excel in the position, ensuring accuracy in job performance
  • Reviewing reservations and Guest preferences to ensure all standards are met
  • Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift
  • Following the Hotel’s telephone etiquette standards when handling internal and external calls
  • Remaining observant and responds to each Guest who approaches the Reception Desk
  • Enthusiastically promoting Fairmont President’s Club and hotel services providing detailed information to Guests and hotel visitors
  • Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile
  • Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests
  • Ensuring the highest possible revenues are generated for the hotel through upselling programs
  • Developing and maintains strong Guest relationships to ensure Guest loyalty
  • Actively participates in departmental meetings, providing new ideas to improve service
  • Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures
  • Resources (time and materials) are used efficiently in order to maximize output
  • Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. Promotes open discussion
  • Acts as a role model for colleagues and strives to raise quality standards which others will aspire to
  • Flexible to work in Front Office and Royal Service as well as Fairmont Gold depending on operational needs
  • While working on Fairmont Gold, provide highest level of personalized service including Front Office duties such as check-in and check-out, Food & Beverage Service and Butler service
  • Proficient in the English language (spoken & written), good knowledge of Azeri, Russian and Turkish
  • Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
  • Must be flexible in terms of working hours (24-hour operation, 7 days a week)
  • Must have excellent written/verbal communication and Guest interpersonal skills
  • Degree or hospitality diploma is an asset
  • Self-motivation and organizational skills and the ability to take initiatives
  • Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs and Windows is an asset
  • Prior experience in hotels or customer service or an asset
  • Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs
  • Must have the ability to handle cash effectively and accurately
  • Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
  • Ability to deal with Guest concerns in an empathetic and business-oriented manner
  • Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis
  • Previous experience in Front Office Operations including Front Desk, Reservations and Royal Service an asset
6

Guest Relations Agent Resume Examples & Samples

  • Serve as a point of contact for long-stay Guests of 14 days or longer – ensuring they feel comfortable and can ask advice or information from Guest Relations
  • Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
  • Excellent leadership, interpersonal and communication skills
  • Previous experience in a customer service function or in a similar role
  • High level of IT proficiency
7

Guest Relations Agent Resume Examples & Samples

  • Assist in managing the departmental budget and scheduling Colleagues accordingly
  • Assist guests regarding hotel facilities in an informative and helpful way
  • Follow department policies, procedures and service standards
  • Previous leadership experience in guest services preferred
  • Previous Property Management System experience required
8

Guest Relations Agent Resume Examples & Samples

  • Coordinate with Front Office, Housekeeping and In Room Dining to ensure room preferences are honored so that Arrival, Stay and Departure experience is a seamless experience
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel’s lay-out, activities taking place and local attractions
  • Responsible in consolidating guest interview statistics and general comments
  • Conduct guest relations courtesy calls
  • Meet and escort arriving guests ensuring that their needs are satisfied and that they are checked-in in a courteous and efficient manner
  • Contact/Meet Guests during their stay and assist with any needs that arise
  • Drive and champion Fairmont President’s Club program
  • Conduct regular inspection of rooms and liaise with housekeeping or engineering on deviation from standard set-ups
  • Review all Group Resumes, VIP reports, daily business reports
  • Perform registration process by obtaining data from guest and by observing the established guidelines
  • Resolve guest complaints
  • Implement repeat guests and other related programs as well as updating guest profile with pertinent information and general comments
  • Review all Fairmont President’s Club /VIP guest incidents and ensure proper follow up is completed with the relevant departments
  • Take ownership in servicing our Fairmont President’s Club members
  • Ensures that all Front Office Standards Operating Policies & Procedures are adhered to
  • Ensures that preferences are collected for guests regularly
  • To support the Concierge or Royal Service agent as required
  • Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies
  • To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
  • Uses Royal Service Manager as the main method of communication throughout the department as required for communication
  • Adheres to and executes all job task checklist points
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working
  • Be familiar with hotel services and promotions and promote them
  • Take and deliver accurate and timely guest messages
  • Respond to queries positively
  • Follow department policies, procedures and service standards, including all safety policies
  • Degree or Diploma in Hospitality Management is an asset
  • Minimum of 1 year previous Hotel experience is an asset or in same role would be preferable
  • Knowledge of Micros-Fidelio Property Management System an asset
  • Experience with a Hotel loyalty program an asset
9

Guest Relations Agent Resume Examples & Samples

  • To consistently provide thoughtful, caring and sincere service
  • To extend warm welcome and greet guests in the hotel lobby
  • To respond to each Guest who approaches you for assistance or information
  • Previous customer related experience preferred
  • Computer literate in Microsoft Window applications an asset
10

Guest Relations Agent Resume Examples & Samples

  • Greet, check in and settle guest accounts while ensuring all service standards are followed
  • Proficient in the English language (verbal & written), second language is an asset
  • Must be able to handle a multitude of tasks in an intense, ever-changing environment
  • Previous customer related experience an asset
  • Hospitality Diploma is an asset
  • Must be flexible in terms of working hours
11

Guest Relations Agent Resume Examples & Samples

  • 18+ years of age
  • 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
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards
  • Previous Front Desk experience in a hotel/resort preferred
  • PC software programs (MS Word, Excel)
  • Basic typing skills
12

Guest Relations Agent Resume Examples & Samples

  • Organise and manage the front desk counter with tact and diplomacy
  • Assist in supervising , motivate and control of the front office agent
  • Ensure all operations of the desk room smoothly
  • Maintain the best relation between staff and guests at all times
  • Show good salesmanship when selling of rooms to maximize room occupancy at highest rate
  • Coordinate with other sections front office and other department in the hotel
  • Liaiso with reservation regarding bookings and problems during check-in
  • Consult or inform departments concerned regarding complaints and followup with action required
  • Always follow up with department concern and confirm that the job is completed in shortest time possible
  • Ensure discipline , appearance and efficiency of Front office Agent
  • Refer to Duty Manager if complaints and request cannot be handled
  • Check VIP/Wedding fodder for arrival
  • Check room change book for any room change to followup
  • Check and resolve traces
  • Prepare and tally Northwest and Eva keycards for arrival
  • To monitor for Travel Agent group arrival
  • Ensure all reports are complied and distributed in time
  • Ensure all pre-arrival activities are done prior to guests arrival
  • Update team members with latest information
  • Ensure adequate supply of stationary
  • Ensure security measures are taken in handling of room keys
  • Ensure all registration cards are accurate and completely filled up
13

Guest Relations Agent Resume Examples & Samples

  • Demonstrates that all Guest Relations Standards of Service & Operational Procedures are performed in all interactions
  • Displaying a professional image and positive guest service attitude at all times
  • Remains observant and responds to each guest who approaches the Hotel entrance and guest relations desk
  • Is an ambassador of Fairmont Makkah Clock Royal Tower by providing an excellent first impression
  • Maintains a perpetual presence on the Lobby and Guest relations desk throughout the hours of the shift
  • Greets all guests courteously, using the guest’s name whenever possible
  • Responds to all guest inquires, maintaining high quality of service throughout the hotel with efficiency
  • Demonstrate good listening skills when encountering any guest complaints and take responsibility to either resolve their issue and direct them to a manager
  • Handles guests' inquiries and complaints and ensures that they are resolved quickly, courteously, professionally and to the guests' total satisfaction
  • Follows Hotel’s telephone etiquette standards
  • Arrive at workplace on time, prepared with tools and all stationary and collaterals is sufficient
  • Ensures that all check-in guests are offered with welcome drinks
  • Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
  • Be knowledgeable of all room types and rates and the hotel’s features and facilities
  • Support the concierge desk/ front desk when needed
  • Alert the Guest Relation Supervisor/ Manager or a senior member of Front Office Management or the relevant Department to any problems that may occur during a shift
  • Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and to enter this in the Duty Manager’s log book
  • Be familiar with the VIP/FPC procedures and with all regular guests and their requirements
  • Complete the duties on the guest relations checklists
  • Ensure that the handover shift is smooth and complete, especially for the night shift
  • Minimum 2 years experience in Front Office Operations in a luxury property preferred
  • Analytical skills, strength as a developer and a leader of others are essential
  • International experience an asset
  • Must be flexible in terms of working hours and willing to work under pressure
  • A hospitality diploma is an asset
  • Able to go extra mile as and if required by the department, a doer not a talker, striving for a high standards of excellence,
14

Guest Relations 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
  • 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 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
  • High School diploma or equivalent required
  • Customer Services experience preferred
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
  • Ability to stand during entire shift
  • Must be able to multitask and prioritize departmental functions to meet deadlines
  • Attend all hotel required meetings and trainings
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
15

Guest Relations Agent Resume Examples & Samples

  • Meet and greet guests upon their arrival at the hotel and interact with guest’s and provide a welcoming atmosphere and clearly explain room key, location and direction of the room to guests
  • To ensure that all the VIP’s met and escorted to their rooms or to events that took place in the Hotel
  • Accompany guests within the hotel to arrive at the desired place and provide general information and direction
  • Advise and assist guests on leisure activities, be especially attentive to repeat guests and other VIP guests
  • Take ownership of any complaint and use techniques to ensure the guest is totally satisfied and to follow up with the guest in order to reach zero defect
  • University qualification in hospitality or any related field
  • Being able to deal with guests
  • Speak, write and understand English professionaly
  • Ability to use a variety of computer applications
16

Guest Relations 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
  • Be proactive and have knowledge on pre-arrival planning for appropriate guest recognition
  • 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
  • Preferably with 5-Star Hotel experience
  • Proficiency and strong knowledge in MS Excel and Opera
17

Guest Relations Agent Resume Examples & Samples

  • A true desire to satisfy the needs of others in a fast paced environment
  • Refined verbal communication skills
  • Proficient in basic computer skills: experience with Opera, HotSOS, MICROS preferred
  • Customer service experience preferred
  • Ability to lift up to 20 pounds
  • Prior customer service experience required, luxury hotel and fine dining experience preferred
18

Guest Relations Agent Resume Examples & Samples

  • Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
  • Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
  • Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
  • Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
  • Follow company brand standards
  • Previous experience in cash handling
  • Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
  • Clean and full driving licence is a must
  • Positive attitude and good communication skills
  • Ability to multi-task while maintaining a positive attitude when working with a Guest
  • Ability to work on your own and as part of a team
19

Guest Relations Agent / Personal Concierge Resume Examples & Samples

  • Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
  • Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
  • Previous experience in the luxury hospitality
20

Guest Relations Agent Resume Examples & Samples

  • 1-2 years sales experience
  • 1-2 years of cash handling experience
  • 1-2 years of customer service experience
  • Must be able to work a flexible schedule including weekends and holidays
  • POS/Inventory Control System experience preferred
  • Strong software skills to include MS Office and MS Based software
21

Guest Relations Agent Resume Examples & Samples

  • Customer services/contact
  • Hotel/hospitality experience especially in the Middle East will be an added value
  • Excellent command of English oral and written communication skills – Arabic or other European Language is an added advantage
  • Tolerant for all guests and colleagues (regardless of race, sex, color or religion)
  • Diplomatic and positive
  • Proactive and responsible
  • Ability to take simple decisions
  • A people’s person
  • Fast Learner
  • Able to get on well with people from many different backgrounds, cultures, etc
  • Ability to multi tasks
  • Should be flexible and able to work in shifts
  • Ability to handle cash
  • Have knowledge of selling skills
  • Knowledge of Dubai is preferred but not essential
  • Basic accounting skills
  • Report to work on time in proper, clean uniform with name tag, griffin, service note, etc
  • Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge, griffin, service note, etc.)
  • To ensure that a good relationship is maintained between all other departments
  • Be knowledgeable about hotel procedures and check all bulletins for info
  • Have knowledge about all room rates, discounts and promotions and know how to handle it
  • Have knowledge about all guest rooms, features and amenities plus all services offered by the hotel
  • Check in all the guest according to SOP & LSOP and Job aids
  • Follow all cash handling procedures and be able to check out all guests properly
  • Perform any reasonable request as directed by Management
  • Be knowledgeable of Marriott Rewards, Elite program and other Frequent flyer programs as required
  • Know the Brand Standard Audit Points and conform adherence
  • Answer the telephone according to telephone etiquette as laid down by Marriott Standards
  • Know the procedure to handle safety deposit boxes
  • Handle email and messages in compliance with guidelines laid down and in a confidential manner
  • Ensure the cleanliness and upkeep of the Lobby, Front Desk and other work areas
  • Ensure that all guest problems are solved by using LEARN/GUEST models
  • Be knowledgeable of all emergency procedures and know how to act on them when required
  • Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time
  • Ensure all guests are welcomed, met and greeted, offered welcome drinks and/or cold towels (depending on brand) and escorted to the elevators and/or room according to the JW Marriott Welcome Experience
  • Use password with discretion and follow all policies laid down by Marriott Intl. with regards to PCI
  • Be familiar with all local attractions, hotels, restaurants, etc
  • Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a manager
  • Close shift at the end of the day by strictly following the blind drop closing procedures
  • Front desk/Guest Relations leader will always verify your shift closing
  • Report any unusual occurrences and/or requests to a Manager
  • Coordinate with Transportation Desk to ensure timely pick-up and drop-off of guests
  • Act as a hotel and brand ambassador at all times
  • Be proactive in anticipating guest needs and ensure lobby presence is maintained at all times
  • Be familiar with daily checklists/events/arrival-departure trend of your shift to ensure smooth operations
22

Guest Relations Agent Resume Examples & Samples

  • Possess knowledge of the maintenance sections of the Company's General Maintenance Manual, Continuous Airworthiness Maintenance Program (CAMP), Minimum Equipment List (MEL), operations specifications, and the applicable engineering, maintenance and inspection provisions of each section
  • Plan and direct the execution of inspection standards, methods and procedures used in complying with all applicable 14 CFR regulations and manufacturer's recommendations
  • Ensure compliance with Federal Aviation Regulations, ATA standards, and Company policy
  • Review and revise technical data files as needed to reflect the current configuration of Aircraft, Engines, and Components
  • Complete assignments as defined by the Manager of Avionics and Systems Engineering and the Operational Review Board (ORB)
  • Provide programs covering other maintenance, preventive maintenance, and alterations that ensure that maintenance, preventive maintenance, and alterations are performed in accordance company manuals and each aircraft released to service is airworthy and has been properly maintained for operation under 14 CFR part 121
  • Create, and revise maintenance work tasks cards as defined by the maintenance program
  • Review and perform a timely disposition of Airworthiness Directives and Service Bulletins. Author Engineering Orders to maintain the operational reliability of the fleet
  • Support Maintenance Control by providing technical consultation in the evaluation and troubleshooting of inoperative equipment and maintenance messages
  • Coordinate the development and implementation of reliability measures of fleet, maintenance, and operational parameters
  • Provide coordination in the review and revision of the Minimum Equipment List (MEL)
  • Perform technical review of all applicable service related technical documents for incorporation into Virgin America's Maintenance program or Aircraft Configuration Management as appropriate and validated by safety, reliability or company requirements
  • Accomplish other tasks as directed by the Manager, Avionics and Systems Engineering
  • Travel (up to 20%)
  • Significant experience in the design and or maintenance of large turbine aircraft, which includes at least five (5) years of experience in Airline and/or FAA Repair Station management positions relating to aircraft systems
  • Knowledge of SFAR 88 is not required, but is greatly desired. FAA Airframe & Powerplant Certificate is a plus
23

Guest Relations Agent Resume Examples & Samples

  • Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera and Marsha is mandatory
  • MS Office, English language (written and spoken)
  • Prepare for VIP arrivals for the current day and also tomorrow
  • Assign room and place OOS the day prior depending on the guest preferences and hotel inventory
  • Ensure all welcome packs are completed
  • Ensure all pre-arrival communication information is updated in Opera
  • Ensure amenities are in the room prior to guests arrival
  • Merge profiles to ensure missing stay's with Marriott rewards are reduced
  • Controlling Rooms Division amenities
  • Communication with IRD to ensure timely delivery of amenities
  • Using Micros system to place orders
  • Controlling costs by tracking amenity consumption
  • Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow
  • Maintain strong positive relationships with Housekeeping and Engineering regarding VIP rooms
  • Daily communication with IRD providing amenity forecasts
  • All emails are read, understood and actioned
  • Traces are used in Opera; placing them for follow up, resolving them once completed
  • Ensuring Executive Committee members are aware of VIPs and coordinating personalized requests and communication
  • Providing internal communication through effective handover's
  • Preparing and utilizing Coversheets ensuring all guest information is included
  • Assigning VIP status, organizing amenities and providing pre-arrival communication for Long Stay bookings
  • Assigning VIP status, organizing amenities and providing pre-arrival communication for Repeat guests on their milestone stay
  • Ensure ETA's are gained for all bookings through pre-arrival communication to ensure a smooth arrival experience
  • Update Manager On Duty issues into guest Opera profiles ensuring all information is retained for future stay's
  • Silver Marriott Reward members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction
  • Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware
24

Guest Relations Agent, Night Club Resume Examples & Samples

  • To consistently offer a professional, friendly greeting and engaging service
  • To greet and escort guests to tables and assist them in seating, ensuring the highest standards, whilst striving to exceed the guests expectations
  • To maintain and co-ordinate outlet reservation and Respak system and ensure all guests requests are well arranged and delivered by the service and kitchen team
  • To assist in monitoring the guests needs, check and coordinate special requests such as special menu requirements, cake or flower orders, tables requests and promotional offers
  • To answer the telephone, make and confirm guest reservations, ensuring a professional attitude and pleasant manner whilst paying attention to the need to maximise table allocations and revenue
  • To allocate and check the table arrangement both prior and during service, ensuring special requests are met wherever possible
  • To assist the restaurant manager and dining concierge manager with any other reasonable job requests
  • Ability to work cohesively with fellow colleagues as part of a team