Guest Service Representative Resume Samples

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IG
I Gerhold
Imani
Gerhold
8687 Chelsey Harbor
Detroit
MI
+1 (555) 758 2461
8687 Chelsey Harbor
Detroit
MI
Phone
p +1 (555) 758 2461
Experience Experience
12/2013 present
San Francisco, CA
Franchised Guest Service Representative
San Francisco, CA
Franchised Guest Service Representative
12/2013 present
San Francisco, CA
Franchised Guest Service Representative
12/2013 present
  • Perform tasks and projects as delegated by the Front Office Manager
  • Maintain a safe work environment for co-workers and a safe hotel for guests
  • Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers
  • Responsible for registering all guests, obtaining pertinent information, and ensuring proper credit is established
  • Check guests out of the hotel in accordance with procedures; make change, cash checks, and post charges to guest accounts, using standards of service
  • Respond to requests from guests for assistance and information about the local area
  • Handle safety deposit box requests; including distributing, giving access to and closing procedures
06/2007 07/2013
Houston, TX
Slot Guest Service Representative
Houston, TX
Slot Guest Service Representative
06/2007 07/2013
Houston, TX
Slot Guest Service Representative
06/2007 07/2013
  • Provides genuine hospitality and teamwork on an ongoing basis
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Provides new hire Customer Management training when requested
  • Assists in relocation of guests during sold out nights, and will liaise with management in this matter
  • Work with the plant managers to resolve guest complaints
  • Makes reservations in accordance with hotel’s yield management practices
  • Greets and welcomes guests (upon sight or within 10 feet) while performing outstanding guest relations
12/2004 04/2007
Chicago, IL
Guest Service Representative
Chicago, IL
Guest Service Representative
12/2004 04/2007
Chicago, IL
Guest Service Representative
12/2004 04/2007
  • Communicates effectively with Guest Services Manager and Greeters
  • Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log
  • Records resolutions to guest complaints on the “Make it Right” log
  • Prepares end of shift summaries and communications for management and other shifts
  • Provides a warm, positive and happy environment for Guests, their children and fellow teammates
  • Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports)
  • Responsible for representing Simon to customers by providing high quality and efficient service
Education Education
Associate’s Degree
Associate’s Degree
California State University, Northridge
Associate’s Degree
Skills Skills
  • Prior experience working in a major high profile event facility a great
  • Is knowledgeable about insurance companies, I-Plans, Medical Groups and IPA�s
  • Calm, efficient, and organized with great attention to detail
  • Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary
  • Ability to demonstrate professionalism and diplomacy when dealing with the public
  • Ability to make quick, complex, proactive decisions under pressure with little or no supervision
  • Positive attitude and good communication skills
  • Interviews & registers patients in a professional manner
  • Ability to stand for long periods of time
  • Makes collection attempt when patient has financial liability
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15 Guest Service Representative resume templates

1

Guest Service Representative Resume Examples & Samples

  • Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, process requests, changes & cancelations
  • Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages
  • Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved
  • Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system
  • Accept and record wake-up call requests and deliver to appropriate department
  • Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change
2

Guest Service Representative Resume Examples & Samples

  • Handling all guest compliments, comments, observations and challenges in a timely and professional manner
  • Communicating all guest compliments, comments, oberservations and complaints to relevant departments
  • Process guest charges and payments accurately
  • Ability to work flexible schedule, including morning, afternoons, nights, holidays and weekends
  • Must possess a strong team spirit
  • Operate company owned vehicle to transport guest to and from airport on occasion
  • Previous hotel experience preferred but not required
  • Opera experience preferred but not required
  • Work all shifts, including night audit
3

Slot Guest Service Representative Resume Examples & Samples

  • Pays slot machine jackpots, while carrying cash on their person and securely safeguarding the cash
  • Balances cash at the end of the shift
  • Completes required internal and federal paperwork (e.g., W-2G) neatly and accurately
  • Enrolls slot players into Mlife (minimum sign-ups may be required) using technology as necessary
  • Makes minor repairs to slot machines, such as Bill Validator jams and EZ-Pay ticket jams
  • Circulates through an assigned section and ensures the area is clean and safe, including responding to slot machine lights and customer requests in a quick and timely manner
  • Promotes and maintains the highest level of service to all guests, including smiling, greeting, and making eye contact, while staying alert to their needs
  • Works closely and communicates with other departments, such as EVS, Cocktail Servers, Cage, and Security
  • Educates guests about the different kinds of slot machines on the casino floor, and assists guests in looking for a particular type of slot machine or denomination
  • Recommends company shows, restaurants, and attractions, and provides direction to guests, while responding effectively to guest inquiries
  • Maintains an awareness of any persons gambling underage and reports all underage persons to Supervisor and/or Security, as needed
  • Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor of all unusual events, circumstances, missing items, or alleged theft
4

Guest Service Representative Resume Examples & Samples

  • Ensure a delightful, seamless arrival and departure for our guests
  • Greets guest and processes hotel registration and other transactions
  • Keeps current on hotel accommodations, services and local attractions
  • Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
  • Driving guests to and from various locations in the immediate area using the hotel shuttle
  • May require occasional night audit shifts
  • Records resolutions to guest complaints on the “Problem Resolution” log
  • Works with other departments as appropriate to arrange for services requested by the guest
  • Stays current with developments in the hotel by reviewing and updating the communication log
  • Prepares end of shift summaries and communications for management and other shifts
  • Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
  • Makes reservations in accordance with hotel’s yield management practices
  • Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
  • Identifies and records special billing instructions and notifies Accounting
  • Obtains appropriate approvals and signatures for guest transactions
  • Follows hotel policy on cash banks
  • Maintains confidentiality of guest information
  • Provides genuine hospitality and teamwork on an ongoing basis
  • Assumes the responsibility to notice when the guest is not satisfied and works to resolve
5

Guest Service Representative Resume Examples & Samples

  • Prior guest services experience required
  • Prior experience working in a major high profile event facility a great plus
  • Mandatory attendance at all home Raider Football games (August 9th – Dec 29th +playoffs)
  • Team player spirit with an exceptional customer service attitude
  • Must be personable and pro-active in providing assistance to all guests with the highest level of customer service
  • Excellent communication skills required with thorough understanding of written and spoken English
  • Ability to demonstrate professionalism and diplomacy when dealing with the public
  • Must be able to traverse a variety of terrain and floor surfaces including stairs, escalators, carpet and concrete
  • Ability to stand for long periods of time
  • Ability to remain calm and focused in a fast-paced environment and stressful situations
  • Passion for delivering customer service that exceeds all expectations
  • Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary
  • Must be able to work in a team environment interacting with multiple departments
6

Franchised Guest Service Representative Resume Examples & Samples

  • Identify the needs of each guest and provide relevant information regarding hotel policies, services and amenities
  • Responsible for registering all guests, obtaining pertinent information, and ensuring proper credit is established
  • Respond to requests from guests for assistance and information about the local area
7

Guest Service Representative Resume Examples & Samples

  • Handling 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
  • Working with all Front of House colleagues achieving continuous, seamless service
  • Ability to maintain a positive and professional attitude when handling all situations
  • Ability to work flexible schedule, including morning, afternoons, nights and weekends
  • Previous hotel experience preferred -- specifically in a luxury, upper-upscale environment
8

Guest Service Representative Resume Examples & Samples

  • Achieve positive outcomes from Guest queries in a timely and efficient manner
  • Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
  • Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
  • Demonstrate a high level of customer service at all times
  • Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
  • Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
  • Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
  • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
  • Comply with hotel security, fire regulations and all health and safety legislation
  • Follow company brand standards
  • Assist other departments, as necessary
  • Previous experience in a customer-focused industry
  • Positive attitude and good communication skills
  • Ability to multi-task while maintaining a positive attitude when working with a Guest
  • Professional manner with an emphasis on hospitality and guest service
  • Ability to work on your own and as part of a team
  • Competent level of IT proficiency
  • Previous experience in cash handling
  • Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
9

Hotel Guest Service Representative Resume Examples & Samples

  • Raise and maintain Atlantis Guest Service skills to establish four star standards
  • Increase Hotel revenue through commissionable opportunities
  • Work in a fast paced, high volume environment
  • Follow all company policies and procedures
  • Maintains a polite and professional demeanor at all times
10

Franchised Guest Service Representative Resume Examples & Samples

  • Welcome and register guests into Hotel, fulfilling requests, following special instructions and adhering to established security and credit policies and procedures, using standards of service
  • Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
  • Check guests out of the hotel in accordance with procedures; make change, cash checks, and post charges to guest accounts, using standards of service
  • Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
  • Quote and be familiar with room and rate availability for current and future dates
  • Accept reservations, changes and cancellations, as needed
  • Work closely with the Bell stand and Housekeeping staff to coordinate the efficient handling of guest requests, room availability and guest luggage
  • Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service
  • Prepare daily reports and block special requests
  • Keep all support departments informed of necessary information or requests
  • Handle safety deposit box requests; including distributing, giving access to and closing procedures
  • Answer phones according to service standards and within 3 rings
  • Complete key packets and vouchers, and to modify registration cards
  • Reconcile transactions at the close of the shift and cash out
  • Have thorough knowledge of hotel facilities, hours of operation and special service codes
  • Handle hotel emergency procedures and situations with maturity and professionalism
  • Perform tasks and projects as delegated by the Front Office Manager
  • The service professional may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
  • Maintain a safe work environment for co-workers and a safe hotel for guests
11

Guest Service Representative Resume Examples & Samples

  • Implements and follows all cash handling procedures per corporate guidelines for the POS and all Simon income-generating initiatives
  • Knowledgeable about all aspects of SBV corporate and partner programs in order to ensure products and programs are sold to customers with flawless execution
  • Serves as a liaison to tenants in communicating SBV and local marketing initiatives including but not limited to Simon Giftcards and payment product program, Simon Kidgits Club, and Ticketmaster
  • Provides support and assistance to co-workers and to other departments as requested by supervisor; participates in team meetings and efforts to implement the center’s projects and achieve the center’s goals
  • The incumbent must be articulate, outgoing and present a professional, pleasant and courteous appearance at all times
  • Ability to work a flexible schedule including weekdays, weeknights, weekends, and holidays
12

Guest Service Representative Resume Examples & Samples

  • Responsible for representing Simon to customers by providing high quality and efficient service
  • A high school diploma
  • Ability to work a flexible schedule on weekends
  • This position is a temporary role for 90 days but has the possibility to become a permanent position depending on business needs and performance
13

Guest Service Representative Resume Examples & Samples

  • Guest Services Representative will address all inbound channels of guest feedback with phone calls and email being the majority
  • Outbound communication to guests for resolution in the approved call sequence that represents the “Guest Obsessed” MAPCO guiding principle
  • Assist internal store team members with loyalty questions and feedback
  • Maintain guest loyalty accounts by adding points or reissuing rewards as needed
  • Responding to credit card disputes and handling all research related to ticket retrievals requests and chargeback notifications
  • Assist team members with TEAM MAPCO Reward$ card
  • Document all communication notes to maintain record of complaint for reporting purposes
14

Guest Service Representative Resume Examples & Samples

  • Guest Service: Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows B. F. Saul Company Hospitality Group guest service recovery program
  • Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
  • Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures. Attends all required department and hotel meetings
  • Safety/Risk Management: Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations. Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents. Knowledgeable of hotel emergency procedures
15

Guest Service Representative Resume Examples & Samples

  • Provide information to guests in response to inquiries about products and services
  • Process and resolve guest complaints
  • Troubleshoot product issues
  • Work with the plant managers to resolve guest complaints
  • Correspond with guests via telephone, mail, or email in response to product issues and complaints
  • Maintain updated records of warranty claims
  • Track complaint data using Microsoft Excel
  • Help to keep the in-house door program updated
  • Correspond with the Menards stores on the current status of any guest complaints
  • Additional duties as assigned by the Guest Services Team Lead
16

Guest Service Representative Resume Examples & Samples

  • EEO Minorities/Females/Disabled/Veterans
  • Drug Free Workplace
  • We perform background checks prior to hire. Learn more about your rights under the San Francisco Fair Chance Ordinance: http://sfgsa.org/modules/showdocument.aspx?documentid=11600
17

Guest Service Representative Resume Examples & Samples

  • Provide a favorable first impression and friendly welcome to all guests
  • Overcome objections effectively
  • Provide excellent guest service to each caller, always striving for first call resolution
  • Follow Aramark & 3M SOP's
  • Process all visitor badge requests, changes and cancellations according client requests
  • Utilize approved telephone etiquette procedures while maintain a positive and professional demeanor at all times
  • Resourceful in gaining answers to guest questions as efficiently as possible
  • Know and comply with all company policies and procedures regarding safety, security, emergencies and concerns
  • High school diploma or GED equivalent (some college preferred) with 2 or more years in customer service, hospitality, sales or call center experience is required
  • Effective verbal communication and listening skills
  • Customer focused sales skills
  • Strong computer skills, proficient in Microsoft Outlook and Internet browser, hotel systems experience a plus
  • Excellent organizational, problem solving, complaint resolution and negotiation skills
  • Self motivated and quick to learn
  • Ability to work in fast-paced, busy contact center environment
  • Flexible scheduling required
18

Guest Service Representative Resume Examples & Samples

  • Demonstrates working knowledge of computer and scanning systems 2.Is able to interview patients in all areas and effectively gather patients information for a complete and accurate registration
  • Possesses accurate typing skills
  • Is knowledgeable about insurance companies, I-Plans, Medical Groups and IPA�s
  • Is able to explain Registration forms that is comprehensible for the patients
  • Demonstrates organization skills and pays attention to detail
  • Interviews & registers patients in a professional manner
  • Accurately enters information and completes the registration process
  • Is careful in the selection/creation of existing MRN numbers to not create duplicates
  • Completes registration process in a timely manner
  • Obtains all required signatures and distributes them appropriately
  • Records pertinent data on department specific sign in logs with accuracy
  • Accurately scans Admitting documents and patient signature forms into the scanning systems; indexes documents correctly into the proper document types
  • Collects monies and issues receipts for payment with 100% accuracy
  • Makes collection attempt when patient has financial liability
  • Demonstrates excellent customer services skills
  • Properly and courteously answers inquiries by telephone
  • Responds to inquiries in an informative way while adhering to hospital policy
  • Verifies insurance eligibility on every patients
  • Documents within every patients account; eligibility verification, collection efforts and all other pertinent information
  • Performs other duties as assigned or required
19

Guest Service Representative Resume Examples & Samples

  • Minimum of 3-5 years experience in the customer service field
  • Ability to communicate effectively and diplomatically
  • Ability to successfully function in a fast paced, service oriented environment
  • Problem solving, group dynamics, and strong organizational skills
  • Experience in understanding and usage of computers, including the Microsoft Office Suite, as well as the ability to learn applications relevant to the position
20

Franchised Guest Service Representative Resume Examples & Samples

  • Essential Responsibilities and Duties include the following - Other Duties May Be Assigned
  • Adhere to Platinum Management Services, LLC. and Brand specific standards
  • Comply with all applicable federal, state and local laws and ordinances as they apply to the property, guests and associates
  • Adhere to safety and emergency procedures and policies (i.e. evacuation, first aid, etc.) to include removing all safety hazards
  • Promote the property through goodwill, courtesy and a positive attitude
  • Maintain thorough knowledge of hotel information including but not limited to room categories, room rates, packages, promotions, local area, attractions and events
  • Be proficient in all front desk and guest service operations
  • Anticipate and address guest service needs, assist individuals with disabilities
  • Handle guest complaints and comments efficiently and courteously
  • Count cash drawer at beginning and end of each shift
  • Prepare shift deposit accurately, following standard procedures
  • Send and receive faxes as needed
  • Answer the telephone efficiently and pleasantly within three rings and with correct greeting per Company standards
  • Take each available opportunity to upsell hotel services, facilities and outlets
  • Enter wakeup calls accurately and immediately
  • Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
  • Report loss prevention/security of any guest reports or theft to management
  • Report and record accidents, injuries and unsafe work conditions to management
  • Coordinate with housekeeping department on room statuses frequently during the day
  • Coordinate with maintenance department on any guest reported or observed problems
  • Stock, the pantry/suite/gift shop
  • Professional appearance and grooming must be adhered to at all times. Uniforms must be worn according to Company and Brand standards
  • Keep company business including but not limited to, financials, personnel, guest and customer data strictly confidential
  • Excellent verbal and communication skills required
  • Ability to attend and complete job and Brand training
  • Self-starter with effective leadership skills
  • Proficient with current technologies and software inclusive of business applications
  • Work a flexible schedule
  • Be organized and work well in a fast paced team environment
  • Have an outgoing personality
  • Maintain professionalism at all times
  • Stand for an extended period of time. Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance
  • Previous hospitality experience preferred
  • High School Diploma required; College Degree is preferred
21

Guest Service Representative Resume Examples & Samples

  • Tracks and filters all incoming calls and takes messages
  • Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports)
  • Provides a warm, positive and happy environment for Guests, their children and fellow teammates
  • Helps maintain a clean and comfortable environment (monitor facility)
  • 6 months of Customer Service experience required
22

Guest Service Representative Resume Examples & Samples

  • Directs phone calls to the appropriate person
  • Takes accurate messages
  • Follows Safeguards rules and regulations
  • Demonstrates the Company’s Core Values
  • Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties
23

Guest Service Representative Resume Examples & Samples

  • Assists patients and visitors as they enter and leave the building
  • Identifies, responds to and attempts to resolve potential and actual concerns, problems, complaints and inquiries
  • Responds to emergencies (e.g. fires, floods, bomb scares, power failures, toxic spills, weather) as outlined in the Emergency Preparedness Plan
  • Monitors assigned entranceway and responds to inquiries for advice or assistance
  • Provides concierge services to patents and guests
  • High school or G.E.D. or equivalent experience
  • Associates degree or higher preferred
  • Bilingual Spanish/English required
24

Guest Service Representative Resume Examples & Samples

  • Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest
  • Ability to occasionally lift, carry, push or pull up to 50 pounds
  • Long hours sometimes required
  • Ability to read, count, and write to accurately complete documentation
  • Ability to communicate with employees and guests