Guest Service Agent Resume Samples

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D Walter

Dario

Walter

96718 Nikko Summit

Detroit

+1 (555) 673 5169

96718 Nikko Summit

Detroit

Phone

p +1 (555) 673 5169

Experience Experience

Chicago, IL

Guest Service Agent

Chicago, IL

Morissette-Kertzmann

Chicago, IL

Guest Service Agent

Perform other duties as requested by management
Regular attendance, grooming standards and safety guidelines established by the company and site are essential to the successful performance of this position
Provide assistance to the guests who have health problems by offering first aid kit or doctor’s service
Performs Front Office, Reception and Information operations, applying the organizational structure defined by the Front Office Manager
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Performs the audit balances and prepares all works for audit in an orderly fashion
Promotes the use of the automated check in/ check out kiosks to guests and provides assistance

Philadelphia, PA

Weekend Guest Service Agent

Philadelphia, PA

Funk, Kemmer and Conroy

Philadelphia, PA

Weekend Guest Service Agent

Frequently standing up, bending, climbing, kneeling, and moving about the facility
Carrying, lifting or pulling items weighing up to 50 pounds
Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards
Frequently handling objects and equipment
Standing for extended periods of time
Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing
Comply with federal, state and local laws regarding health, safety, and alcohol services

present

Philadelphia, PA

Franchised Guest Service Agent

Philadelphia, PA

Grimes Group

present

Philadelphia, PA

Franchised Guest Service Agent

present

Reading Comprehension - Understand written sentences and paragraphs in work related documents
All other duties assigned by manager or supervisor
Make restaurant, transportation, or entertainment 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
College course work in related field helpful
Change easily and frequently from one activity to another such as from typing, to searching in a directory, to using a telephone or computer
Use eyes, hands, and fingers accurately while operating a phone system or computer keyboard.Mathematics - Use mathematics to solve problems

Education Education

Bachelor’s Degree in Hospitality

Liberty University

Bachelor’s Degree in Hospitality

Skills Skills

Good knowledge of Hawaii’s places of interest as well as directional knowledge of Hawaii
Ability to make change quickly and accurately
Provide information to guests, therefore product knowledge is important.This would include knowledge of what is going on in the hotel and local area
Ability to multitask, work in a fast paced environment and have a high level attention to detail
Ability to maintain a positive and professional attitude when handling all situations
Strong attention to detail
Ability to deal professionally, courteously and tactfully with the public and coworkers
Demonstrates the desire and ability to provide high quality service to both internal and external customers
The candidate should be able to read, write and poses fluent conversational English language ability
Knowledge of basic accounting and city attractions

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11 Guest Service Agent resume templates

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Guest Service Agent Resume Examples & Samples

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
Check guests in, issue room keys, provide information on hotel services and room location
Ensure required identification is taken from guests at check-in in line with local legislative requirements
Answer phones in a prompt and courteous manner
Up-sell rooms where possible to maximize hotel revenue
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
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
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
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
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

Guest Service Agent Resume Examples & Samples

Greet and welcome all guests approaching the front desk in accordance with company standards
Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
Be aware of closed out and restricted dates
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
Strong communication skills both verbally and written, with all levels of associates and guests while providing an attentive, friendly, courteous and service oriented support
Ability to listen to, understand, and clarify concerns raised by guests
Willing to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
Must be able to cross-train in other hotel related areas
Be able to show initiative, including anticipating guest or operational needs

Guest Service Agent Resume Examples & Samples

Greet guests in a friendly and warm manner ; perform guest check-in and check-out; solve guest-related problems within scope of responsibility
Enter data into computer, including posting miscellaneous charges and entering wake-up call requests into PBX system
Oversee all cash/credit card transactions and maintain a personal bank. Must understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and directions
Transport guests as needed
Valid, clean driver’s license
Ability to prioritize, identify problems, and seek solutions and follow up and follow through with a variety of tasks

Guest Service Agent Resume Examples & Samples

Previous background from the extended stay industry preferred
Ability to speak, read, and write fluent English; other languages beneficial
Problem solving, reasoning, motivating, organizational and training abilities preferred
Carrying, lifting or pulling items weighing up to 50 pounds
Standing for extended periods of time

Guest Service Agent Resume Examples & Samples

Maintain accurate records of daily transactions, including cash handling - currency exchange and balancing a float
Serve as a sales agent promoting and up-selling hotel services
Have a good working knowledge of Royal Service functions
Coverage of overnight shifts and duties as assigned
Previous front desk experience is required, previous customer serivce experience is an asset
Previous Property Manager System experience an asset
Must possess a professional presentation

Guest Service Agent Resume Examples & Samples

Ability to spend extended lengths of time viewing a computer screen
Strong verbal and written communication skills in English
Maintain positive and productive working relationships with other employees and departments

Guest Service Agent Resume Examples & Samples

Oversees group reservations
Liase with Front Office regarding billing and group posting matters
Attending to guests' needs to ensure that they receive the best service
Providing accurate hotel information to guests and answering their queries
To be successful in this sought after role, you will demonstrate the ability to excel within a luxury brand. You will also bring with you a passion for food, excellent organisational skills as well as communication skills, be results orientated with a dedication to exceeding customer expectations

Guest Service Agent / Relief Duty Manager Resume Examples & Samples

Be proficient in Opera
Have previous experience in a similar role (minimum 2 years)
Be available in Queenstown for a face to face interview
Have great knowledge of the Queenstown area and what it offers to our customers
Be physically fit to assist our guest with their luggage if required
Be willing to complete a variety of tasks including some cleaning and small maintenance
Must hold a current GM certificate
Hospitality studies are advantageous

Guest Service Agent Resume Examples & Samples

To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives
To be able to explain and show the guests all the facilities in the room
To perform opening and closing procedures established for the Place of Work as assigned
To attend to all guests who approach the Front Desk with a smile
To take care of all matters related to the arrival, stay & departure of VIP & Loyalty Program guests
To handle guest complaint & following to ensure guest satisfaction ( tracking of complaints)
To liaise with company bookers, travel agents & tour operators and conducts hotel visits & site inspections
To assist guest with flight reservations and confirmations, onward hotel reservations and all other travel/sightseeing related matters
To liaise with all appropriate departments & outside companies before, during and after VIP guest arrivals to ensure that such guests are receiving the best possible service from the hotel
To take care of all inquiries received by guests -for guest related problems/enquiries within the 15 Minutes Guest Satisfaction Guarantee Service Guidelines ( for IBIS)
To be always present in the lobby & outside the hotel front and liaise with guests & visitors and actively try to anticipate guests’ needs & solve potential problems before it starts to affect a guest’s stay
To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system especially for long-staying guest, regular, VIP guests. Update & communicate such information to the other F/O sections as well as to other hotel departments, if needed
To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel
To liaise with all other departments for all Guest related matters
To be flexible in supporting other colleagues needs in other departments or sister properties based on the hotel priorities and anticipated business levels

Guest Service Agent Resume Examples & Samples

Performs Front Office operations, applying the organisational structure defined by the Front Office Manager
Together with the Customer 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

Guest Service Agent Resume Examples & Samples

Check all guests list and provide best possible guest service standard
Answering the guest questions and requirement during their stay
Facilitate guests' check in and check out experience
Ensure cash equivalents are accounted for and balanced at the beginning and end of each shift

Guest Service Agent Resume Examples & Samples

Responsible in looking after the guests during their whole stay, handling guest requests, performing check-in and check-out procedure
Understand guest' needs and preferences and provide the necessary assistance to ensure the highest level of guest satisfaction
Any other duties and responsibilities as and when directed by the management as deemed necessary, relevant and related in the course of work
To make and confirm reservations
Work closely with Housekeeping and Maintenance Department to ensure that the rooms' statuses are updated and ready for sales
Answer enquiries pertaining hotel services, registration of guests and shopping, dining entertainment and travel directions
Arrange tours, taxis or restaurant reservation for guest
Record guest comments or complaints, referring guests to Duty Managers when necessary

Guest Service Agent Resume Examples & Samples

Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates
Previous front desk hotel experience preferred
Excellent phone and verbal communication skills
Previous experience as Guest Service Agent preferred

Guest Service Agent Resume Examples & Samples

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
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. Up-sell rooms where possible to maximize revenue
Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales
Comply with federal, state and local laws regarding health, safety, and alcohol services

Guest Service Agent Resume Examples & Samples

Handling of all guest compliments, comments, observations, and challenges in a timely manner and effectively achieving full guest satisfaction. *Communicating all guest compliments, comments, observations and complaints to relevant departments and ensuring prompt and proper follow-up
Processing guest charges and payments accurately
Encouraging day to day up-selling of guest accommodations

Guest Service Agent Resume Examples & Samples

Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
Follow company brand standards
Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors

Guest Service Agent Resume Examples & Samples

Provide professional and current knowledge of wines to guests
Recommend wines to accompany relevant dishes to patrons
Describe and up-sell wines to provide excellent customer experience
Ensure accurate billing
Previous experience in a customer service role in the hotel/leisure/retail sector
Good grooming standards
Passion and commitment to delivering exceptional levels of guest service
Experience as Wine waiter/ess/Wine Waiter/ess

Guest Service 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
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgement and discretion
1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred

Guest Service Agent Resume Examples & Samples

Welcome executive Guests on arrival and assist them during their stay dealing efficiently with enquiries and any complaints
Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity
Execute tasks as instructed by the Executive Lounge Supervisor or Manager
Excellent personal presentation and communication skills
Must speak Korean fluently
Multi-lingual

Guest Service Agent Resume Examples & Samples

Familiarise with operating equipment and manage the replenishment/ repair promptly
Conversant with switchboard operations, computer and PABX systems
Knowledgeable of daily events in the hotel and any other related information
Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
Familiarise with Hotel and Front Office policies

Guest Service Agent Tapatio Cliffs Resume Examples & Samples

Assist Guest Service Agents and Front Office leadership with the checking in and checking out of guests
Provide driving and/or walking directions to guests to local destinations
Ensure a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions

Guest Service Agent Resume Examples & Samples

Check the guest arrival reports in advance of Guest check-in and coordinate with Housekeeping on room allocations for arrival guests
Be responsible for special room assignments and suite occupancies
Welcome and fulfill the check-in process of Guests, including serving as an escort to the Executive Lounge and VIP Guest room
Ensure all rooms meet the highest quality standards and include all requested amenities before Guest arrival
Manage the Front Desk in the hotel lobby
Serve as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements
Maintain the inventory of Guest amenities
Attend to Guest complaints and issues and to handle them first before escalating to the Shift Assistant Manager or Manager on Duty
Familiarise with credit policies and maintain accurate log of credit arrangements
Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
Guest relations experience in the hotel, leisure, and/or entertainment sectors
Proven ability to listen and respond to demanding Guest needs

Guest Service Agent Resume Examples & Samples

Ensure an efficient reception experience for Guests, including arrival/departure, and complete audit procedures, as required
Comply with hotel security, fire regulations and all heath and safety legislation
Previous experience in a luxury customer-focused industry
Excellent knowledge of the Dutch language is mandatory
Flexible attitude and willing to assist in other departments
Candidate must be in the possession of a valid residence and working permit for the Netherlands
Excellent in Dutch and English language both spoken and written (please apply in English)
Commitment to delivering an excellent level of customer service
Speak an additional third language

Guest Service 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
Respond promptly to guest requests for a supervisor of 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
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 to resolve conflicts
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
Ability to see and hear in order to observe and detect signs of emergency situations

Franchised Guest Service Agent Resume Examples & Samples

Greet and welcome guests upon arrival. Thank guests and ask them to return upon departure
Ensure smooth check-in and check-out of all guests through proper handling of guest accounts
Promote and acknowledge guest participation in Marriott Rewards and provide benefits to all members
Handle any guest requests/problems and satisfy their needs within acceptable guidelines
Be able to perform other duties including switchboard (PBX), business center and guest relations/concierge
Create and maintain a positive and productive atmosphere at the desk; have good working relationships with managers and associates in other departments
Act empowered to provide outstanding customer service
Ensure work area is clean, neat and well organized
Follow all cash handling and banking procedures to check out all customers correctly
Check hotel availability and know sales strategy each day through communications with front desk supervisor
Report to work on time with proper uniform, including name tag. Personal appearance must comply with hotel standard
Attend department meetings and implement all information into your daily work
Have good knowledge of the surrounding area including restaurants, theaters, churches, shopping, etc. and be able to give directions and recommendations to guests both over the phone and in person
Know how to correctly handle all guest packages faxes
Know safety deposit box procedures
Follow all procedures for reviewing paperwork at the end of shift and making a properly documented and correct bank drop
Must be able to speak, read, write and understand the primary language(s) used in the workplace
Must possess basic computational skills

Asian Guest Service Agent Resume Examples & Samples

Preparing for the pre-arrival of the Japanese guests, assisting in their arrival experience
Works as concierge and liaison with the Far East wholesale and transient markets, it's guests, clients, groups and VIP's
Working as a team with other departments
The AGS team is wholly responsible for ensuring that all of the offerings we have in English can be communicated to this critical market segment in a way that they will understand
Previous Guest service experience preferred
Seeking candidate with High School Degree
Some experience required
Must be able to speak, read, and write in English and Japanese
Must have intermediate math skills including the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume
Must have intermediate problem solving skills including the ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
Must be able to solve simple problems
Must have excellent Guest Service skills
Must be able to multi task
Will frequently use hotel property management system, experience with such programs is preferred

Guest Service Agent Resume Examples & Samples

Assures that front desk is covered and maintained at all times
Reviews arrivals and departures for guest preferences to ensure customer satisfaction
Checks guests in and out of hotel and summons bellman or other assistance if needed
Informs or checks with housekeeping on checkouts, sleep outs, vacancies and service need of guests
Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc
Responds and acts on guests complaints, service or security problems
Posts and adjusts charges and information on all folios and accounts and provides appropriate backup to Financial Services
Maintains and accounts for assigned cash bank and front office cash record on daily basis
Operates switchboard and handles telephone calls and wake up calls, as required
Receives and acknowledges reservation requests, cancellations and changes
Distributes mail, faxes, messages or packages to registered guests or hotel personnel
Communicates guest requests and issues to the proper departments, (i.e. Housekeeping, RSC, Financial Services, etc) via the guest service recovery log
Performs other miscellaneous duties as required
Previous experience in a customer service role
Strong communication skills – both oral and written
Strong, positive and energized professional presence
Proven team player and results oriented

Guest Service Agent Resume Examples & Samples

Greet and welcome all guests approaching the Front Desk in accordance with Wyndham standards
Use proper greeting with answering phones and ensure that all hotel standards are met
Attend all hotel required meetings and trainings
Participate in M.O.D. coverage as required
Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, which include wearing nametags
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives

Guest Service Agent Resume Examples & Samples

To ensure that all guests of the hotel are checked in and checked out in an efficient, yet warm and friendly manner
To ensure that all guests are provided with concise information concerning the services and facilities provided by the hotel
Responsible for ongoing communication of pertinence using the logbook provided to other shifts
Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments
To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner
To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly
To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors
To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide
To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty
To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency
To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations
To ensure at all times that personal presentation is immaculate and your uniform or work clothes are in line with relevant Guest Relations and Hotel uniform and clothing codes
To ensure that you as a Guest Relations Officer at the hotel have a comprehensive knowledge of town and what is happening within the city at all times, and to ensure that all guest enquiries are met with prompt, informative yet friendly solution
To maintain and be aware of the importance of guest recognition
Responsible for adhering to the rules and regulations of the hotel as set down in the Staff Handbook

Guest Service Agent Night Resume Examples & Samples

Ensure efficient, timely (within 3 rings) and knowledgeable responses to main incoming Switchboard calls, all in-house guest enquiries and requests in relation to Room Service, Housekeeping, and in-house restaurant & bar reservations
Complete knowledge of all hotel features and services including Food & Beverage outlets (menus, price range, promotions, opening hours), agua spa (facilities, opening hours), etc
Fully conversant with all hotel room types, numbers, layout, locations, rates
Ensure guest privacy and security, respecting confidential information
Maintain and effectively utilise guest profiles through Guestware and fully support collection of preferences and CRM role
Focus on prompt and courteous response to guest comments, questions, complaints, requests and enquiries, taking the necessary action steps and ensuring thorough follow-through
Identify and pass on to the Front Office Manager and/or Hotel Manager any potential guest issues and/or VIP requests
Ensure all guest requests/issues are logged
Track and maintain records of all guest issues and recovery from Sterling/Guest Alerts/Glitch Log/Revinate in HotSOS
Perform departmental administrative duties

Guest Service Agent Resume Examples & Samples

Welcome the guest as per the hotel standards, register, maintain the records and check out guest performing the cashiering tasks in a friendly and professional manner
Manage the phone in a caring and professional manner according to the hotels standards, able to take and deliver an accurate message
Answer to any reservations inquiries using phone, e-mail and fax
Ensure that all systems are updated accurately and all the front office records and filing are completed in all areas as per the hotels standards
Handle guest complaints tactfully and pass on all the complaints to the Front Office Manager for follow up

Guest Service Agent Resume Examples & Samples

Ensure the timely and efficient transfer of luggage to and from the guest’s room
To ensure the guest is familiar with their room upon arrival ie. temperature control
Maintain a presence in the Lobby when not delivering luggage to guest rooms, offering assistance to Guests, under the direction of the Bell Captain

Weekend Guest Service Agent Resume Examples & Samples

Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards
Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner
Responsible to maintain the security of cash, credit card transactions, and guest information
Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered
Issue, control and release guest safe-deposit boxes
One year of previous hotel experience, or retail customer service preferred
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
Experience with Microsoft Office and Opera systems preferred
Will be required to obtain a ServSafe certification
May be required to obtain a TIPS certification
Frequently handling objects and equipment

Guest Service Agent Resume Examples & Samples

Welcome guests in a friendly, prompt professional manner
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 revenue
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing casher 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
Promote team work and quality service through daily communications and coordination with other departments
Frequently standing up behind desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handling objects, products and computer equipment
Use keyboard to operate various property management and reservations systems, etc

Guest Service 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, Accounts and Reservation
Ensure that the Guest Service 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
You should ideally have a degree in hospitality with previous experiences in the Front Office Department within a hotel
Excellent written and verbal English communication skills
Computer literate and previous experiences with Opera, along with strong interpersonal and problem solving abilities are essentials
You should be fluent in Arabic. Both spoken and written

Guest Service Agent Resume Examples & Samples

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 travellers checks and assists with currency exchange
Responsible and attends to guest's request of using the service of safety box at all times
Attends to guest's complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be "sold" an onward booking to another InterContinental Hotels
Performs the audit balances and prepares all works for audit in an orderly fashion
When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
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 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 al all times
Endeavours 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
Bachelor's degree in a Hospitality Related field
2 years in a similar role in a five star property
Advanced knowledge of Microsoft Office, knowledge of Opera PMS preferred
Proficiency in speaking and writing English
Arabic Speaker preferred but not required

Guest Service Agent Resume Examples & Samples

Is a team player and contributes to ensure the smooth operations of the F&B Service
Preferably has a certification/ basic knowledge in Hospitality/ Tourism
Mis-en-place and Food Preparation
Assist with receiving and storage of goods
Clean and maintain equipment and premises
Maintain hygienic standards and procedures
Assist with the preparation of functions and service
Assist with cellar operations
Assist with the preparation of an outlet for service including
Hotel Management or equivalent
Within the authority as assigned for Hotel Band 9 role

Guest Service Agent Resume Examples & Samples

Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
Cashes hotel guest’s personal and travelers checks and assists with currency exchange
Responsible and attends to guest’s request of using the service of safety box at all times
Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels

Pre Opening Night Guest Service Agent Resume Examples & Samples

Ensure the GM and GSM are kept fully aware of relevant guest feedback
Night audit procedures
Deal with all cash and CC transactions

Guest Service Agent Resume Examples & Samples

Passionate, innovative, exciting marketing initiatives delivered with consistency and excellent attention to detail
Create an environment of learning, enjoyment and involvement where the team freely contribute towards poise and creating “Hilton Blue Energy Moments” for the Brand
To be a team player with all hotel team members ensuring a consistent message is delivered
To be part responsible for making Hilton Melbourne South Wharf the market leader
A proactive approach to health and safety to our internal customers & team members
Positive involvement and interaction with the overall Hilton/s Team both at an individual and team level
The candidate should be able to read, write and poses fluent conversational English language ability
The candidate should have good problem solving skills and the

Guest Service 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
Previous customer service experience within the hotel/leisure/retail sector
Flexibility to respond to a variety of work situations
High level of IT proficiency
More than 500 locations and nearly 200,000 rooms across six continents

Guest Service Agent Resume Examples & Samples

Ensure an efficient reception experience for Guests, including check in/out
Demonstrate a knowledge of hotel room categories, packages, promotions and other general product knowledge necessary to perform daily duties
Maximize hotel revenue while using up-selling techniques to promote hotel services and facilities
Previous experience in a 5 star luxury hotel
Positive attitude and good communication skills in German and English
Previous experience in a luxury hotel within the Front Office Department
Fluent in German language

Guest Service Agent Resume Examples & Samples

Welcome guests and complete Check-in and Check-out procedures using the hotel system, OnQ
Handle guest requests, inquiries and complaints effectively and efficiently
Maintain current knowledge of daily VIP’s, hotel products, services, pricing and special promotional offers
Maximise sales revenues through up-selling and marketing programs
Working as part of a larger team you will be multi-skilled to step in and assist Concierge, Switchboard and Executive Lounge as and when requested
Perform duties with a high level of positive guest service. Ensure that the guest is the first priority at all times – be pro-active with their needs
Previous reception experience, preferably in the hospitality industry
Calm, efficient and organised with attention to detail
Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
A passion for delivering exceptional guest experiences
Computer literate and able to navigate through company systems
Well-presented and organised
Ability to multi-task while maintaining a positive attitude when working with a guest
Able to work a flexible roster, including weekends & nights
Team member only discount global Hilton room rates
Membership with ‘Hilton Rewards’ Australasian benefits program
Access to Hilton University training, offering more than 2500 learning programs

Guest Service Agent Resume Examples & Samples

Process and deliver messages for Guests
Deliver and safely storage Guest luggage
Provide support to Management as required, in cases of emergency
Maintain a clean, healthy, and safety working area
Previous experience working as a Guest Service Agent/Concierge in a hotel environment

Guest Service Agent Resume Examples & Samples

Ensure logging and delivery of packages, mail and messages to guests
Review and update Front Office log
Load and unload washes according to standards
Clean dryer filter daily and maintain all equipment as trained
Sweep and mop laundry floors, storing all linens off the floor
Assist with housekeeping duties such as mopping, stripping rooms, vacuuming, delivering linen, stocking restrooms

Guest Service Agent Resume Examples & Samples

Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures
Informs guests about any particular conditions or formalities during the stay, and about the services offered by the hotel
Handles all incoming and internal phone calls
Passes information on as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team
Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date
Assists reservations department in receiving, entry and confirmation of reservation

Guest Service Agent Resume Examples & Samples

Welcome the guests whether on the phone or in the hotel and ensure that the check-in and checkout procedure is handled very well
Ensure that the guest service is excellent so that he/she will return to the hotel
Know the pricing policy of the hotel
Know the local environment of the hotel: city, culture, activities, shopping malls, and general information
Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible
Establish good working relationships with the guests and visitors
Provide wake-up calls as requested by the guests
Inform the guest of all the conditions related to their stay in the hotel
Ensure that the telephone, e-mail and fax service and safe deposit services are available for the guest

Guest Service Agent Resume Examples & Samples

Minimum of 3 years’ experience in hospitality
Experience working with multi-cultural teams
Hands on involved working style
Used to working in a busy customer care environment

Guest Service Agent Resume Examples & Samples

Greet all guests upon arrival at the front desk and/or retail area
Check guests in and out & prepare for next day arrivals
Sell and make reservations for rooms, tours and activities
Must ensure daily sales from department go into the safe
Log calls and communicate messages to guests
Ensure a clean and pleasant atmosphere at front desk and lobby areas at all times
Ensure maintenance, walk-ins and upgrade logs are completed
Run correct occupancy and emergency reports
Take charge when upper management/supervisors are unavailable and unforeseen complications (bad weather, cancellations, etc. arise)
Must be able to work with diverse populations in a supportive and positive manner
Diplomatically handle guest complaints always be polite and maintain a professional manner
Prepare and sell coffee drinks, ice cream, and other convenience items
Sell gift shop merchandise and handle returns
Rent and assist guests in boats - includes pushing boats out into the water
Empties trash and recycling located around the location
Maintains quality assurance by reporting/handling issues and guest complaints according to standard processes
Environmental objectives and targets will be communicated by managers for each department during EMS training
Computer literate in MS Office programs; some experience with property management systems preferred

Ski Season Guest Service Agent Resume Examples & Samples

Strive to achieve guest satisfaction by making good decisions and arrangements to accommodate guest requests
Maintain and understand detailed daily activity reports, records and logs pertaining to the day to day Guest Services operation
Be familiar with different types of housekeeping services and rates
Maintain issued banks
Know current work schedule and understand that changes may occur depending on Occupancy

Guest Service Agent Resume Examples & Samples

Be proficient in Opera (or similar PMS)
Have great command of English language (both written and spoken)
Have previous experience in a similar role
Be physically fit to assist our guest with their luggage
Display a positive and personalised guest interaction
Be willing to complete a variety of tasks including some light cleaning and small maintenance duties

Guest Service Agent Resume Examples & Samples

Ensure that both the Front Office Manager and Guest Service Supervisors are kept fully aware of any relevant feedback from guests and / or other departments
Previous work experience in a similar role or customer-focused industry
Previous work experience in 4-5 star hotels
Flexibility and adaptability to work every shift on 0-hours basis (morning, evening, night)
Fluent speaking and writing in the English language
Advanced speaking in the Dutch language
Fluent speaking and writing in Dutch

Guest Service Agent Resume Examples & Samples

To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales
Operate the hotel switchboard and deal with all internal and external calls, according to procedure
To display a ‘Can-Do’ Attitude at all times
To ensure that guests receive the most cordial attention whenever they approach the concierge desk

Franchised Guest Service Agent Resume Examples & Samples

Effectively Communicate (in person and on phone)
Flexible for multiple shifts
Organized/Attention to details
Ability to deal effectively with internal and external customers with a high level of diplomacy, tact and patience

Guest Service Agent Resume Examples & Samples

Previous experience within a customer service based role, preferably within the hospitality industry
High standard of personal presentation
Strong local knowledge of Perth and the surrounding regions from a residents and tourists perspective
A full current Australian driver’s license with the capability to drive both automatic and manual vehicles
Availability to work 11pm to 7.30am over any day of the week, including the weekends and public holidays
The legal requirements to work in Australia with no limitations or restrictions

Guest Service Agent Resume Examples & Samples

Maintain a friendly, positive and can do attitude
Actively take part in team briefings to be held daily
Attend monthly communication meetings
Ensure any guest request is handle in the best way
Ensure that all customer feedback, negative and positive are dealt with immediate effect and report to your superior
You will have to be aware and knowledge about hotel services, facilities, current and upcoming promotions
Works as a team in order for you to be able to achieve goals
Ensure the correct set up of the buffet as well as the tables is done daily and at the correct time and in the correct way
Ensure you will attend the desk any time is required and that you are aware of the procedure to be followed
Ensure the Lounge looks clean and in the correct order all the time
Ensure that you keep your immediate supervisor informed on any special / unusual incident
Maintain good communication and coordination with all other departments
Take on board any other responsibility as and when required in relation to your job role
Always try to go the “extra mile” with every single guest and anticipate his/her needs
Ensure that guest satisfaction is at the highest possible level through accordance of Hotel Standard
Previous Guest Service Agent experience in the hotel, leisure or retail sector

Guest Service Agent Resume Examples & Samples

To follow the Front Office procedures linked to the hotel Front Office system
To ensure that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system under guest profile
To inform promptly the GSA Supervisor or AFOM whenever there are issues either with the system or with the data collected by the reception team
To follow up with guest and Front office team if the data given for the in house guests are not correct
To ensure that the system is always updated at the beginning and during every shift (AM, PM and night)
To be in-charge of filing all guest data after update in the Front Office system
To handle all internal inquiries over the phone
To read log book and follow-up when necessary
To be aware of the proper usage of front office terminology
To assist the FO department in administrative tasks whenever requested and assigned (booking and ticket confirmation, typing and correspondence, copies and faxes, )
To keep the Front Office system log book updated
To adhere to the telephone procedure of handling calls and apply it to daily operation
To be fully conversant with all services, activities, facilities and F&B Promotions offered by the hotel
To hand over the pending points for the next shift for proper follow up and action
To be conversant and fully knowledgeable of OPERA system as per the scope of work
To ensure delivery of the 15-Minutes Guest Satisfaction Guarantee Service as per IBIS standard
To be flexible in supporting other colleagues needs in other Divisions or sister properties based on the hotel priorities and anticipated business levels
To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations
To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation
To be fully aware and conversant of ISO9001 and 14001 (for Ibis Hotel) policies and procedures and is responsible to integrate them in the day to day operation

Guest Service Agent Resume Examples & Samples

Reports directly to the Guest Relations Supervisor
Provides functional assistance and direction to Front Office Team
Coordinates activities and educational process in Front Office Teams
Sharing the important information with all key departments regarding the VIP Guests
Train and educate all key departments to collect guest’s preferences and all relevant information in order to create hotel guest’s history database

EF Guest Service Agent Resume Examples & Samples

Ensure that all Guest supplies and amenities are offered and replenished to the required standards
Stay current with all hotel services as well as VIP requests and special events
Project a professional manner with an emphasis on hospitality and Guest service
Comply with Hotel security, fire regulations and all health and safety legislation
Executive tasks as instructed by the Executive Lounge Supervisor or Manager
Serve your role and Team in an environmentally-conscience manner
Previous Front Office experience in the hotel, leisure or retail sector
Previous experience in Executive Lounge in a hotel environment

Guest Service Agent Resume Examples & Samples

Handle guest concerns and react quickly, logging and notifying proper departments
Attend regularly scheduled departmental meeting
Assist in managing the departmental budget and scheduling Colleagues accordingly
Balance operational, administrative and Colleague needs
Previous leadership experience in guest services preferred
Previous Property Management System experience required
Computer literate in Microsoft Window applications preferred

Guest Service Agent Resume Examples & Samples

Set-up and break down of buffet
Refill/stock items and inventory
Serve hors d'oeuvres

Guest Service Agent Resume Examples & Samples

Requirement 1 High School Diploma/ GED
Work with limited supervision
1 year hotel experience

Guest Service Agent Resume Examples & Samples

Check Guests In – Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys
Check Guests Out- Print and confirm details of payment and bill for guests upon check out
Answer any guests' enquires practically and simply in adherence to brand standards
Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s
Handle cashiering, payment and foreign currency exchange accurately
Reliably handle all special needs and requests of guests and repeat visitors
Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates
Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation
Accurately Enter/Update Reservations
Handle Telephone Enquires efficiently and effectively
Perform in a self sufficient way in line with business requirements
Great Room- Process Guest Food and Beverage Order ,Clear Tables (The Great Room)
Refresh Food and Beverage in The Great Room
Meeting room- Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room
Clean and Organize Guest Areas and Pick up debris throughout Public Areas
Updating constantly on local knowledge to improve the guest experience
Responsible for Priority Club Rewards (PCR) Enrollment & Recognition
Finance/Admin (Petty Cash Processing, Purchasing, Billing)

Guest Service Agent Resume Examples & Samples

Has previous hotel experience in the Front Office department
Has previous experience with Opera
You're known for your dynamic personality and superior communication skills
Friendly, adaptable, resilient and open persona
Full working rights in Australia with no visa restrictions
Manual WA drivers license
Ongoing flexibility to work various shifts including evenings, over-nights and weekends

Guest Service Agent Resume Examples & Samples

Process all incoming and outgoing calls accurately and courteously
Records all entries on traffic sheets
Assists guests with international calls and directory queries
Pages staff member when requested
Handles guests needs or requests and reports complaints to the Telephone Supervisor
Report on logbook daily
Bill call costs
Aware of local telephone listings and frequently dialed numbers
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
Maintains a clean work environment
Maintains detailed knowledge of the Hotel’s fire, life and safety system
Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
Maintain Hotel Information

Guest Service Agent Resume Examples & Samples

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
Must possess basic computer skills, i.e. Word, Excel, etc

Guest Service Agent Resume Examples & Samples

Completes the registration process by inputting and retrieving information for the OnQ system and ensuring method of payment is in place. Confirming all required information including the number of guests, room rate, type, and delivery of HHonors benefits. Makes appropriate recommendation of room and amenities based on a conversation of engagement or prospecting conversation and offering appropriate upgrades and offers for purchase based on the needs of the guests. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Loyalty program such as HHonors for arriving guests. Ensures guest knows location of room and arranges for a Team Member to accompany guest to room if needed. Provides welcome packet containing keys, coupons, vouchers and other collateral to guests
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, travelers check and all other forms of payment. Converts foreign currency at current posted rates
Greets customers and guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand guests, responds with appropriate actions and provides accurate information such as outlet hours, special VIP programs, events, etc
Receives special requests from guests and responds appropriately or forwards requests to appropriate department of 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 mail, packages and facsimiles or other special items for guests and customers as requested
Fields guest complaints conducting thorough research to develop the most effective solutions and using the Make It Right Empowerment tools to negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or cooling, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgement and discretion
Ability to type 35 wpm
Good knowledge of Hawaii’s places of interest as well as directional knowledge of Hawaii
Ability to access and accurately input information using a complex computer system
Able to engage a guest in verbal communication and to prospect for opportunity to upsell or sell additional sevices and /or packages
Previous retail selling experience preferred

Guest Service Agent Resume Examples & Samples

1- Ensure that all guests who stay at the hotel are completely satisfied and all interactions with them are handled in a very professional manner
2- Carry out all the day-to-day Front Office operations associated with the guests
3- Assist the Guest efficiently, courteously and professionally in all Front Office Duties, as per internal procedures
4- Helps encourage customer loyalty by building friendly, personalised relationships
5- Anticipates guests' needs and takes them into consideration
6- Has an impeccable attitude which conveys the image of the brand and hotel

Guest Service 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)
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
Join the periodical F.O meetings and expresses his / her opinion and suggestions
Join the training programs

Guest Service Agent Resume Examples & Samples

Ensures that every interaction with an owner or guest is a positive and memorable experience while checking them in and 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. Accesses 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
Rotates shift coverage of entrance as gate attendant on a regular basis, assuming all appropriate responsibilities of that role
Regular attendance, grooming standards and safety guidelines established by the company and site are essential to the successful performance of this position
Demonstrates excellence in service quality standards that affect guest satisfaction, responding to guests in a timely and professional manner. A courteous and professional demeanor and presentation must prevail when handling upset guests and difficult situations
Ability to multi-task responsibilities and prioritize duties to meet deadlines and demands

Franchised Guest Service Agent Resume Examples & Samples

Display good customer relation skills and take initiative to greet guests in a friendly manner
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
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.Record guest comments or complaints, referring customers to managers as necessary
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
Transmit and receive messages using equipment such as telephone, fax, switchboard or computer
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
Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications
Ensure uniform and appearance is clean and professional, maintain confidentiality of proprietary information and protect company assets
May make restaurant, transportation or entertainment reservations for guests; may deposit guests valuables in the hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests
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
Speak effectively- Talk to others to convey information effectively
Active Listening - Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Reading Comprehension - Understand written sentences and paragraphs in work related documents
Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one
Communicate well with many different kinds of people.Service Orientation - Actively look for ways to help people
Change easily and frequently from one activity to another such as from typing, to searching in a directory, to using a telephone or computer
Use eyes, hands, and fingers accurately while operating a phone system or computer keyboard.Mathematics - Use mathematics to solve problems
Minimum three (3) months hospitality, general office, accounts receivable or customer service experience. Hospitality industry preferred
Position is full time 3pm to 11pm and will include weekends

Franchised Guest Service Agent Resume Examples & Samples

Greet and welcome guests upon arrival, registers, and assigns villas to guests
Issues villa key and escort instructions to Bell person or directly to guest as appropriate
Ensure all security protocols are followed as well as departmental and company procedures
Answer all calls by three rings and correctly transfer all calls to appropriate departments
Knowledgeable for all special resort accommodation promotions and packages for the outlets
Correctly handling cash transactions and balancing a cash drawer to the given amount
Date-stamps, sorts, and racks incoming mail and messages
Transmits and receives messages using equipment such as telephone, fax and switchboard
Answers inquiries pertaining to resort services, registration of guests and shopping, dining, entertainment and travel directions
Keeps records of villa availability and guest's accounts
Accept payment for guest's accounts both at the time of registration and at check-out. Maintain a house bank and make a deposit and accurate reports of daily receipts. Cash checks and exchange currency for guests
Confirm, and cancel reservations for guests
Post charges such as villa, food, liquor, or telephone by hand or machine
Make restaurant, transportation, or entertainment reservations for guests
Deposit guest's valuables in hotel safe or safe-deposit box
Order complimentary flowers, champagne or other amenities for special guests
Recognition of repeat guests and familiarization of corporate accounts
Maintain lobby cleanliness and organization
Assist PBX Operator with phones as needed
All other duties assigned by manager or supervisor
Use personal judgment and specialized knowledge to give information to guests
Adapt easily and frequently from one activity to another such as from typing to searching in a directory, to using a telephone
Extensive knowledge of resort, services and facilities

Guest Service Agent Resume Examples & Samples

Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand
Endeavours to maintain the high standards of the hotel with particular regard to the importance of ICHG Loyalty Program member and other VIP's and with reference to hotel and to be a health or safety hazard
Minimum one year Front Office experience in a five star property

Guest Service Agent Resume Examples & Samples

Check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping on room allocations for VIP guests
Welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the Executive Lounge and VIP Guest room
Ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival
Manage the Guest Relations Desk in the hotel lobby
Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements

Guest Service Agent Resume Examples & Samples

Actively use the CRM system to create customer loyalty and exceed guest expectations
Use the HEART model to independently solve complaints and log complaints in the system asservice recoveries
Be fully aware of terms and conditions of the HHonors Loyalty Program and apply on a daily basis
Be familiar with the departmental and hotel targets regarding HHonors and use these as a focus for your work on a daily basis
Provide guests with information regarding the hotel, its facilities and the surrounding area, helping guests with reservations or bookings when needed and actively selling the hotels offering
Pass on any specific guest needs and requests to the involved departments
Respond to guest requests in a timely manner and follow up accordingly
Is able to arrange transport, delivery, storing of luggage is in an efficient, quick and orderly manner for arriving, in house and departing guests
Operation of the telephone system according to Hilton Brand Service Standards
Foreign currency exchange and cashing cheques for guests in the hotel in accordance with the credit policy
Preparation and processing of group arrivals and departures
Checking the high balance report during each shift and take action where needed in cooperation with the supervisor
Be familiar with the departmental and hotel targets regarding Rooms Revenue and use these as a focus for your work on a daily basis. Actively participate in the department up-sell incentive programme in order to reach the departmental up-sell targets
Carry out various administrative tasks
Carry out reporting as stated on the Front Office checklist
Take over supervisor tasks or special projects, which arise in the course of business
Independently work with OnQ Property Management System, Vision Key Card System and SmartCube Client Minibar System
Responsible for cash inventory allocated during shift
Carry out correct cashing up and report any errors accordingly
Independently carry out the tasks of the Front Office checklist during a shift
Actively sell the hotel’s facilities, making sure departmental/hotel targets are met
Help out in other departments when asked by Supervisor/Management
Have knowledgeof the duties in the Executive Lounge and the tasks of the porters and be able to perform the tasks independently following Hilton Brand Service Standards and take over shifts if necessary
Work closely together with Team Members from all different departments to ensure guest expectations are met
Contribute to a positive working environment within the department
Supervise or guide new Team Members/Trainees
Relevant education and/or experience
Accountable and flexible
Pay attention to details
Ability to work on your own and in teams
Willingness to develop team members and yourself
Fluent in Dutch and English

Asian Guest Service Agent Resume Examples & Samples

Greet customers immediately with a friendly and sincere welcome and smile. Use a positive and clear speaking voice, listen to understand requests and respond appropriately. Provide accurate information such as outlet hours and local attractions
Provide check in service, input guest information such as address and telephone number in computer system and make room keys. Swipe credit card or input credit card information for authorization using electronic acceptance methods. Make electronic keys. Accept and record vouchers. Provide clear briefing with accurate information on hotel services and facilities
Promptly answer the telephone using positive and clear English or Japanese language
Log down message on any assistance provided to guests on hotel services and off property reservations
Field guest complaints, conduct thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Plan and implement detailed steps by using experienced judgement and discretion
Remain calm and alert, especially during emergency, medical and/or heavy hotel activity, and resolve complications
Prepare for future FIT and group arrivals by verifying confirmed view types, bedding, adjoining, connecting or other requirements. Set up applicable coupons for each booking
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Ability to communicate effectively both verbally and in writing to provide clear direction to staff, as well as to assign and instruct Japanese Guest Service Agents in details of work
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to read, write listen and effectively speak and write English and Japanese clearly
High ability to analyze and act on group files
Ability to access and accurately input information at a speed of 35 words per minute using a moderately complex computer system as well as process data and generate reports

Guest Service Agent Resume Examples & Samples

Hotel Front Desk experience preferred
Hospitality is a passion
The front desk is 24/7 willing to work all shifts as needed
Ability to remain calm in stressful/extremely busy situations
Knowledge of front desk systems preferred
Willing to assist guests as a priority

Guest Service Agent Resume Examples & Samples

Welcome guests in a friendly, prompt and professional manner
Register guests, issue room keys, provide information on hotel services and room location
Communicate any outstanding guest requests or issues to management that may require

Franchised Guest Service 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

Guest Service Agent Resume Examples & Samples

Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
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
Manage, record and resolve promptly Guest or customer complaints
Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
Maintain good communication and work relationships in all hotel areas
Maintain staffing levels to meet business demands
Attend all Reception meetings and Executive Lounge Meetings
Assist with other departments, as necessary
An ability to listen and respond to demanding Guest needs
Excellent leadership, interpersonal and communication skills
Commitment to delivering a high levels of customer service
Previous experience in a customer service function or in a similar role
A passion for delivering an exceptional level of Guest service

Guest Service Agent Resume Examples & Samples

Handles guests' needs or requests and reports complaints to the Magic Supervisor
Maintains detailed knowledge of the Hotel's fire, life and safety system
Promote in house service and facilities
Advise to Supervisor all stationary needs in advance
Insert rooming list in dedicated software
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
Be comfortable and effective in an environment of ambiguity or change
Follow standards, policies and procedures

Guest Service Agent Resume Examples & Samples

Handle FO operations (check-in/check-out, reservations, calls, cash or CC transactions
Process guest reservations in OnQ
Answer and respond to all calls on hotel phone/switchboard
Handle F&B Operations (preparing and serving food and beverages)
Be fully aware of the correct procedures regarding the acceptance of closing cash shifts and dockets
Conduct hotel security checks

Guest Service 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
Maintain accurate cash sheet. Responsible for cash drawer balancing
Know emergency procedures and how to respond
Complete daily reports, audits correspondences etc. as required 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!
Ability to speak English fluently

Guest Service Agent Resume Examples & Samples

Park and retrieve cars in a safe and professional manner as part of the hotels valet service
Transfer, storage, and handling of guest luggage and property
Maintain strict security procedures to ensure guest confidentiality and safety
Respond to guest queries, providing local and tourist information
Assist with any general enquires and daily duties as required
Drive recruitment of the Accor Loyalty program
Maintain and settle guest accounts, ensuring cashiering is accurate
Provide efficient service for guest registration and departure
Attend to all incoming calls via the switchboard in a professional and polite manner

Overnight Guest Service Agent Resume Examples & Samples

Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day
Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home
People Person. The best part of serving others is creating experiences for them that go beyond the expected
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

Guest Service Agent Resume Examples & Samples

Must be fluent in Russian language
Ability to multi-task while maintaining a positive attitude
Front Office/Concierge experience in the hotel

Ideal Guest Service Agent Resume Examples & Samples

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access
Accommodate room changes expediently
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to compute accurate mathematical calculations
Ability to think clearly, quickly and make concise decisions
Previous hotel front desk experience is strongly preferred
Previous cashiering experience is preferred
Previous guest relations training is preferred
Ability to lift up to 30 pounds
Candidate must have an open availability to work AM and PM shifts as well as weekends and holidays

Guest Service Agent Resume Examples & Samples

Associate Degree of University or equivalent (minimum)
Fully bilingual (English / Spanish)
Must be organized, responsible, dynamic and enthusiastic with excellent communication skills and leadership
Customer service oriented and excellent interpersonal relations
Computer use proficiency
Great team player, who thrives in working with a diverse team and guests alike
Full availability to work different shifts, weekends and holidays

Guest Service Agent Resume Examples & Samples

Excellent customer service skills and previous Front Desk/Guest Services experience is a plus
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
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
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.)
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
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

Guest Service Agent Resume Examples & Samples

Answer the telephones, respond to inquiries as appropriate, and direct calls to appropriate parties and/or take accurate messages
Maintain a professional atmosphere in entrance lobby
Greet visitors courteously and inform appropriate employees of their arrival
Assist guests in arranging local transportation
Perform research regarding the appropriate person(s)/office(s) to whom specific inquiries within Cushman & Wakefield be directed, using the Intra-net
Sort and route incoming mail
Make arrangements for breakfast/lunch/dinner meetings inside and outside of the office
Make arrangements for in-office breakfast/lunch/dinner meetings
Perform light clerical work as needed

Summer Season Guest Service Agent Resume Examples & Samples

Develop a working knowledge of reservations
Learn reservations codes for repeat guests
An understanding of hospitality services generally associated with hotel type operations
Prior computer experience preferred

Guest Service Agent Resume Examples & Samples

To have a full working knowledge and capability to perform all duties and tasks in the assigned Place of Work to the standard set
To ensure that all VIP and Loyalty Program guest are being, met upon arrival and offered the best service standards within the ACCOR standards
To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance
To be fully conversant with all services, activities, facilities and F&B Promotions offered by the hotel and recommend to the guests
To assist guest with flight reservations and confir

Casual Guest Service Agent Resume Examples & Samples

Ensure full handover between shifts
Set up conference facilities
Cover the night audit procedure as requested
Comply with HACCP standards

Guest Service Agent Resume Examples & Samples

Provides information and acts as a resource of services to guests or hotel visitors
Acts on guests’ complaints, service or security problems
Reviews for any actions or messages passed on by previous shift
Performs switchboard responsibilities ensuring that all calls are answered and all wake up calls are delivered in a timely fashion according to standards
Ensures proper backup is attached to the corresponding folios
Ensures that all guest charges are posted accurately to the guest folios
Runs and verifies pre-audit steps to ensure final update accuracy
Reviews the room rate variance report and checks for obvious or questionable rates
Investigates questions and corrects if errors found
Ensures all interfaces are operational
Processes and ensures proper credit is received from hotel guests, checks information against reports
Conducts all cash transactions accurately and efficiently including, but not limited to cashing travelers checks and converting currency
Packages all night audit backup material for review by the hotel accountant
Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail
Handles guest complaints and resolves all guest issues resulting in win-win outcomes
Communicates guest requests and issues to the proper departments, (i.e. Housekeeping, RSC, Financial Services, etc)
Monitors present day availability and house count and take appropriate action as needed
Assists in Fire Safety Program as required
Familiar with crisis manual and be able to put into action as needed
Understands the product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures
Trains on and executes all applicable Standard Operating Procedures
Performs miscellaneous duties as required
Ability to multi-task, prioritize and work in a fast paced environment
Ability to manage time well, meet imposed deadlines and be flexible
Comprehensive knowledge of personal computers and various property specific applications, such as CLS, Word, Excel, Outlook, Internet, etc
Quick learner and thinker – able to grasp new concepts
Ability to maintain composure in stressful situations and work well under pressure
Take total responsibility for actions
Ability to follow up and ensure completion of unresolved tasks

Guest Service Agent Resume Examples & Samples

Cooperate with colleagues from all departments, in particular Housekeeping, Accounts and Reservation
Demonstrate a complete understanding of the hotel’s policies
Computer literate and previous experiences with Property Management Software, along with strong interpersonal and problem solving abilities are essentials

Guest Service Agent Resume Examples & Samples

Valid Colorado Driver’s License
Department of Transportation Physical and Written Examination and copy of current Department of Motor Vehicle Driver’s Record in good standing (the D.O.T. Physical and Written Examination will be administered after employed)
Employee will be inputted in to a pool of candidates for random drug testing
Maintain 4-Diamond service level
Ability to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear
Ability to lift/carry 50 pounds, with occasional heavier amounts
Specific vision abilities required by this include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
Clean Motor Vehicle Record
Ability to read and comprehend simple instructions, shot correspondence, and memos. Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations to customers, clients, and or other employees of the organization
Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, and distance
Ability to actively listen, comprehends, and constructively communicates with individuals at all educational levels
Understands the industry and recognizes the value in maintaining a sincere desire to serve all clients and staff equally
Ability to work with a wide variety of individuals with different backgrounds

Guest Service Agent Resume Examples & Samples

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
Proficient in the use of Microsoft Office and Front Office System
Problem solving and organizational abilities
Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience

Intercontinental Milwaukee Guest Service Agent st & nd Shift Resume Examples & Samples

Input and retrieve information routinely from computer systems with electronic and numerical codes. Make appropriate selection of rooms based on guests needs
Responds to guest requests and handle guest issues or reports complaints to management
Promptly answering telephone in professional and clear manner. Input all information into computers to communicate guest requests and complaints
Ability to read, listen, and communicate effectively in English, both verbally and in writing

Guest Service Agent Resume Examples & Samples

Cashes hotel guest’s personal and travellers checks and assists with currency exchange
Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG® Brand
Endeavours 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

100

Franchised Guest Service Agent Resume Examples & Samples

Previous customer service experience or equivalent training required
Knowledge of PMS systems preferred
Work Environment and Context
Work schedule varies and may include working on holidays, weekends and alternate shifts

101

Guest Service Agent Resume Examples & Samples

Opening doors for guests
Room deliveries
Handling luggage for guests
Maintaining vehicles' fuel levels and cleanliness
Provide exceptional customer service with smile and empathy

102

Guest Service Agent Resume Examples & Samples

Disponibilidad de horario
Excelente actitud de servicio
Licencia de manejo vigente
Excelente presentacion
70% de ingles
Traslado de huespedes
Experiencia en atencion de huespedes

103

Guest Service Agent Resume Examples & Samples

Greets customers immediately with a friendly and sincere welcome
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
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
Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest
Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results

104

Guest Service Agent Resume Examples & Samples

Adhere to the policies of the Resort as set forth in the Employee Handbook and report any observed violations to Human Resources
Monitoring, selling and posting items from the Sundries shop
Enthusiastically collecting guest feedback/comment cards

105

Guest Service Agent Resume Examples & Samples

Actively welcome, greet and check guests in
Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings&#8217
Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc
Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
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
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 guest privacy and security, any confidential guest information is not disclosed and processes are aligned with MHG confidentiality standards
Ensure the correct procedure and policy standards are adhered to
Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc
Encourage up-selling in order to maximize rates
Ensure work areas are cleaned and maintained at all times
Intermediate Knowledge of OPERA Property Management System Preferred
Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance

106

Guest Service Agent Resume Examples & Samples

Looking for someone with open and flexible availability
Ability to work Wednesday through Sunday, AM and PM shifts
Prior hotel experience is preferred

107

Seasonal Guest Service Agent Resume Examples & Samples

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. Assists club owners in certain aspects of the club program. Assists other departments as needed and carries out other duties as assigned by management
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation
Must be able to adjust to schedule changes and cover shifts on short notice in order to meet business demands
Prior cash handling and data entry experience required

108

Guest Service Agent Resume Examples & Samples

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
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. Up-sell rooms where
Possible to maximize revenue

109

Guest Service Agent Resume Examples & Samples

Knowledge of basic accounting and city attractions
Ability to make change quickly and accurately
Typing and 10-key experience helpful

110

Guest Service Agent Resume Examples & Samples

Attend mandatory meetings
Perform general cleaning tasks to adhere to health and safety standards
Other duties as assigned by the Supervisor or Manager
Considerable skill in math and algebraic equations using percentages
Ability to walk, stand, and/or bend continuously to perform essential job functions
Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems
Ability to work under pressure and deal with stressful situations during busy periods

111

Guest Service Agent Resume Examples & Samples

Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log
Helps maintain a clean and comfortable environment (monitor facility)
6 months of Customer Service experience required

112

Guest Service Agent Resume Examples & Samples

Engage each guest as a unique individual and listen attentively to their requests
Perform accurate check-ins and check-outs of guests daily
Answer the telephone in a timely and professional manner
Make reservations over the phone and in person
Listen to guest’s complaints or concerns and resolve their issue in a timely manner
Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary

113

Guest Service Agent Resume Examples & Samples

To ensure that phones are answered in a professional and efficient manner within three rings as per company standard
To ensure all calls are diverted to the relevant area and messages are taken and passed on in a professional manner
To ensure all arriving guests are greeted to company standard, checked-in in a timely manner and allocated clean vacant rooms to meet their requirements & preferences
To take responsibility for ensuring credit is approved on arrival in the hotel through Credit card authorization, prepayment or company/Agent bill back
To take responsibility for ensuring all guest bills are settled on departure by a valid method of payment
To communicate with the Food & Beverage team in handling Conference charges and accurate postings
To handle payment and billing for Paymaster & conference accounts and inform the Front Office Manager of any discrepancies or issues that may prevent payment being received

114

Guest Service Agent Resume Examples & Samples

Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel
Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
Responsible for the supervision of the security of cash, credit card transactions, and guest information
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
Supervising the accurate processing 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 deposits, and counting/securing assigned cash bank(s)
Regularly sell hotel rooms through direct client contact
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
Two years of previous hotel experience required
Experience with Microsoft Office and Opera systems required

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