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Resolved customer complaints by conducting thorough researching the situation and determining the most effective solution. We need to develop an inner Zen among our team members, so they remain calm and composed even when push comes to shove. Completed beginning and end of shift reports, open and close out credit card transactions and cashier audit reports. Helped create a more stream lined check-in process for VIP clientele to ensure short check-in times while anticipating any additional needs. Provided guests information on local attractions. Expert Tip: Take a break! Maintained close communication and relationship with other departments and property management team to ensure seamless service for guests. Issued room keys and escort instructions to bellhops. Maintained cash flow from processing guest payments. Helpful items to include on your resume include computer and phone skills, the ability to solve problems, and a genuine interest in creating a great experience for customers. Hotel Front Desk Agent Skills. Expedited guest registration by verifying payment and room assignment to ensure guest satisfaction and increased overall hotel score. Greeted Customer Honored guest payments, room specifications, and website/third party reservations. Checked guests in, ensuring proper credit is received, special requests are noted and fulfilled and accurate information is established. Attention to detail and strong communication, organizational and interpersonal skills are important for Hotel Front Desk Agents. Re-organized and maintained hotel inventory including market area/guest rooms. Resolved customer complaints and special needs accommodations. Engaged in customer service and performed administrative duties to properly accommodate guests. Created reservations for guests, processed guest payments for room charges, food & beverage. Prove your welcoming nature … Checked in up to 120 guests per day using FOSSE. Dispatched guest request call for room amenities to housekeeping department and provided company standard customer service. salutations and telephone etiquette. Checked out guests at the end of their stay and ensured that their entire stay was a pleasant experience. Mastered night audit and bookkeeping activities such as balancing credit card accounts and cash drawers. Maintained and monitored proper front office operational supplies. Prepared hotel reservations for upcoming guests. Greeted guests and managed the registration process. Greeted, registered, and assigned rooms to guests of the hotel Performed simple bookkeeping activities, such as balancing cash accounts, Greeted, registered, and assigned rooms to guests Introduced to the use of Choice Advantage PMS system to manage hotel room rentals. Accommodated special requests whenever possible. Assisted guests in making reservations using the RDP computer system, explained in detail 85 different rooms and their unique amenities. Verified guest's method of payment and adhered to proper credit, check-cashing and cash Addressed customer complaints in a nice and courteous manner, and reported all comments or suggestions to direct management when necessary. Greeted customers by providing customer service info regarding room rates, services, registration, and availability. Checked in an average of 150 rooms per shift, while also accommodating VIP guest requests. Coordinated with other hotel departments to satisfy guest requests using effective communication skills. Registered, verified, and request demographics and payment information in the computer. Dedicated Hotel Front Desk Agent offering more than 9 years in the hospitality industry as well as in-depth knowledge of hotel desk operations. Answered department telephone calls within three rings, or ten seconds, using correct Being a front desk employee means you will be the first person that guests bring their problems to. Below we've compiled a list of the most important skills for a Front Desk Agent. They also need to be strong problem solvers. Posted room charges and room taxes to guest accounts including guest transactions not posted during the day by front desk representative. Compiled and checked daily record sheets, guest accounts, receipts and vouchers both manually and electronic. Operated hotel reservation system to check in/out guest and performed bookkeeping activities/Night Audit reports. Provided administrative support to the Sales Manager and Operations Managers. A strong sense of customer service is required, as Hotel Front Desk Agents spend much of their time interacting with the public. Monitored room availability using HotelMaxPro. Handled credit card transactions and necessary paperwork. Provided superior quality customer and concierge services to high-end clientele. Ensured proper credit policies are followed, processing daily credit reports, verified credit limit report. Provided concierge services detailed information about hotel property and facilities. Yes, I know that … Maintained cleaning and maintenance staff for overnight facility. Processed guest arrivals and departures, including all necessary payments. Worked the front desk which required interacting/getting to know all the guests, as well as learning the OPERA computer systems. Utilized computer to retain guest information such as name and length of stay and payment information. Coordinated and prepared Marriott's Navigator brochure for local discoveries. Received and distributed high sensitive faxes to top secret and FBI guests and appropriate departments within the hotel. Audited hotel paperwork to ensure the day has balanced, posted room charges and taxes to guest accounts. Received Marriott hospitality training on managing guest services. Provided concierge services such as recommending activities and restaurants and delivered requested items to guests' rooms. Operated using Star point and Galaxy hotel management systems. Performed night auditing, balancing, and reporting for diverse hotel operations and daily guest room charges. Compiled and checked daily record sheets; guest accounts and receipts using online business systems. Composed daily guest reports tracking arrivals and departures, guest room charges, and guest requests. When guests depart, the agent is typically the person who settles their accounts before they leave. Checked in guests, answered phones, and responded to electronic reservations for the 200 room hotel. Answered phone and walk-up inquiries regarding room reservations, payment procedures, services available and hotel policies. Maintained communication between bookings, housekeeping and manager to insure every room was properly prepared for incoming guests. Performed all guest service representative functions. Registered arriving guests, assigns rooms, and checks out guests at the end of their stay. Pro Tip: Front desk clerks require plenty of soft skills, such as empathy and communication. Managed operations in accordance with budget requirements. Coordinated room status updates with housekeeping department for all early check-ins, late check-outs, day-use rooms, etc. Solved problems, checked guest in and out, and handled cash and credit card transactions accurately and confidentially. Monitored hotel reservations and operations. Executed daily registration for guests and assigns rooms. Front Desk Agent qualifications and skills. Trained to make room reservations, provide information and services to guests and receive payment for services. Modified guest reservations upon request while assisting with night audits/book keeping and accounting information. Registered arriving guests, assigned rooms based on guest's requests, checked out guests and collected payments. Demonstrated a thorough knowledge of hotel information, room rates, discounts, the local area. Developed skills in excellent customer service, always providing for customer satisfaction. Worked in the high volume, fast pace environment of the 450 room hotel that sold out every night. Provided excellent guest service assistance. Communicated pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery, wake up calls). These skills and requirements are just as likely to be mentioned by employers as well as on resumes of people that held a job as a Front Desk Agent, suggesting that having these keywords on a resume are important for success as a Front Desk Agent. Next, outline the required and preferred skills for your position. Important Hotel Front Desk/Guest Services Job Skills, Review and Use these Example Hotel Front Desk Resumes, Here Is a Comprensive List of Phlebotomy Skills to List on Your Resume, Check out This Extensive List of Customer Service Job Titles, How to Prepare for Common Receptionist Interview Questions, These are the Skills Needed for TV/Film Production Jobs, Want to Be a Medical Assistant? Helped guest with concierge services, provided dinner, entertainment and travel recommendations around the area. Managed the front desk area and made sure guests had a pleasant stay at the motel. Cleaned guest rooms in record time, inspected all guest rooms prior to rental for cleanliness and maintenance issues. Created and managed various types of hotel reservations and transportation reservations with a third party company. Processed all cash and credit card transactions, posted all charges, and generated necessary reports for management. Completed guest registration and room assignments upon arrival. Performed all operational phases of Guest services including serving as Night Auditor and Cashier as well as assisting with guest registration. Processed guest payments/casino comps for room charges, food, movies, and phone charges. Entered all data in the PMS system and became very familiar with the functions. Below we've compiled a list of the most important skills for a Front Desk Administration. Organized weekly room assignments to maximize room availability. Handled small and large payment transactions for guest use of hotel services, such as dry cleaning. Checked out guests with a smile and wished them safe travels and hopes to see them again. Helped company attain high customer service ratings and officially commended for enthusiasm, intense customer focus and dependability in performance evaluations. Conducted day to day functions within the hotel such as taking reservations, greeting guests, checking guests in and more. Answered telephone calls within two rings, using correctsalutations and telephone etiquette. Checked in guests, confirmed reservations, greeted guests coming into the hotel, answered the phones. Issued room keys and escort instructions to bellhop, Picked up articles for laundry and valet service. Make sure you know the skills that are required for a job as a guest services employee and highlight those skills when applying for jobs. Communicated with appropriate departments to satisfy guests' needs. Assisted the Front Office Manager to evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement. With May 10th marking National Receptionist’s Day, let’s take a closer look at the top seven receptionist skills that can go a long way to ensure the workplace runs like a well-oiled machine. PayScale. Performed financial transactions, prepared paperwork for future guests, and provided concierge services when necessary. *Handled guests concerns, requests and offered referral for services. Registered guests into the property manager, verifying reservation, and payment information. Greeted and checked in guests, sometimes over 150 at once, quickly and courteously. Compiled and checked daily record sheets, guest accounts, receipts and vouchers utilizing computerized or manual systems. Performed guest service representative duties. Highlight Skills in Your Cover Letter: In the body of your letter, you can mention one or two of the required skills and give a specific example of a time when you demonstrated each skill in the workplace. Handled accounts receivables postings and was responsible for accounts payable and balancing the checkbooks using FOSSE. Helped ensured guest registration was completed. * Recorded guest comments or complaints, referring customers to managers as necessary. Objective : 4 years of experience as a Front Desk Associate is seeking to pursue a career within a growth-oriented company where I can utilize my proven skills in customer service, communication, organization, and management. Key Front Desk Agent Skills Front desk employees often have to work with others. Created and maintained a positive and motivating environment for all Guest Services employees focusing on developing individual talents. Responded and reacted accordingly to guest comments, requests and issues, upholding five-star standards. Processed guest payments, whether in cash or credit. Maintained an organized front desk area for arrival of guest. Verified guest accounts daily for accurate charges, collected acceptable forms of payment per hotel policy for guest rooms and venues. Reviewed daily reports which consists of expected arrivals, VIP guests, room status and rate schedules. Delegated housekeeping and maintenance staff to areas where needed based upon guest requests and daily cleaning procedures. Performed bookkeeping activities, balanced cash accounts. Created an arrival and departure experience by greeting guests in a warm, friendly and professional manner. Answered hotel incoming calls within 1 ring, using correct salutations and telephone etiquette. Provided courteous and efficient telephone etiquette while ensuring accurate information to the guest's inquiries. Sometimes they have to work with other employees at the front desk to handle a difficult problem. Directed callers to appropriate departments. Skilled in FOSSE, night audit, training, and inventory. Front desk employees are always multitasking; they must answer phones, greet guests, answer questions, check out customers, and more. Answered inquiries regarding hotel services and registration by telephone and in-person. Assisted with customer registration processes. Used correct salutations and telephone etiquette when answering phones. Processed, compiled, and checked daily record sheets, receipts and internal hotel billing. Provided telephone, online and face-to-face customer service/support while consistently maintaining active listening and proper telephone etiquette. Issued room keys and escort instructions to bellmen Processed guest payments, additionally verifying incidental credit authorizations. Demonstrated patience and ability to proactively resolve conflict by creating peaceful solutions in various arguments and fights with hotel guests. Worked as a night auditor, which includes submitting paperwork and making sure that all payments and balances were correct. Signed guests up for Marriott Rewards program as well as promoted incentives and up-selling of rooms. Handled cash and credit card transactions, and balanced the transactions at the end of each shift. Maintained front desk operations. Coordinated proper communication throughout all hotel departments to operate entire facility most efficiently. Reserved hotel reservations via telephone and internet. Controlled reservation input utilizing EECO computer system. Balanced daily accounting paperwork and operated ONQ computer systems. Assisted with and tracked guest reservations, answered phones directed callers to appropriate departments. Monitored room availability using in house opera system. Selected Contributions Greets, registers, and assigns rooms to guests. They also have to store any luggage as needed by guests. Partnered with the PBX operator to communicate guest issues to Security, Engineering, and Housekeeping. Always Smiling. Processed guest payments for both cash and credit transactions. Maintained orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean at all times. Provided concierge services such as making restaurant recommendations and reservations, scheduling transportation and managing the hotel's bike rentals. Verified personal and payment information on guest accounts to be correct and complete. Answered the department telephone calls within 2 rings, using correct salutations and telephone etiquette. Answered department telephone calls using correct Computed bills, collected payments and made change for salutations and telephone etiquette. Provided reception support, including making hotel reservations. Completed over 60 guest registrations in a prompt and courteous manner, prepared for group check-ins, and VIP arrivals. Delivered world-class service to hotel guests during registration, check in and out of rooms, and accommodating any special requests. Handled proper credit, check-cashing, and cash handling policies and procedures. Processed guest registration including collection payments. Demonstrated excellent knowledge of hotel room categories, room rates, packages, promotions and other general knowledge necessary. Managed front desk operations, providing customer reservation services, servicing existing customer needs and proactively resolving any concerns. Worked in fast paced, high volume environment with an average of 400-500 check-ins and check- outs a day. While front desk employees are not salespeople, they should be able to promote specific hotel services and offer suggestions. Operated in all functions of high volume front desk check ins, check outs, cashiering and reservations. Facilitated the guest registration process and efficiently managed guest check-in and check-out. Conducted administrative duties, including answering phone calls and fax requests, and creating marketing strategies and advertising properties. Answered high volume of phone calls for guests issues along with maintenance issues, and guest complaints. Handled guest check-ins and check-outs appropriately and managed the registration process. Front Desk Agent Resume Examples & Samples Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings) Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel Bank out at the end of the shift by following the blind drop procedures strictly. Greeted visitors warmly and referred guests to appropriate departments. Trained and knowledgeable in a group and individual arrivals as well as VIP arrivals & guest requests. Answered phones learned a computer system cleaning area made reservations problem solving. Utilized computerized system to book and modify guest registrations. Compiled daily record sheets, guest accounts, receipts, and vouchers using computerized systems. Contacted housekeeping or maintenance staff when guests reported cleanliness issues within the facility. Computed room reservations from the sales department utilizing hotel facility. Processed guest payments, ensuring accurate billing and collections. Hotel front desk employees (also known as guest services employees) are responsible for making sure each guest has a pleasant experience at a hotel. Answered enquiries regarding hotel service and reservations- Compiled and maintained record sheets, guest accounts using computerized software. Used Marsha, PMS, HSI, KABA, Guest Ware and many other systems while performing the daily accounting audit. Assisted maintenance staff in scheduling room repairs and regular maintenance. Utilized OnQ reservations systems to check In & Out 50-75 guests per shift. Welcomed guests on arrival and provide information regarding availability, hotel policies, and local attractions if interested. Managed guest registration and exit transactions. Checked in and out guests, ran reports, and made changes or canceled guest's reservations at their request. Inspected guest rooms and wrote up daily maintenance reports Accomplishments -Wrote training materials for new hires. Performed AYS (At Your Service) duties which include operating PBX system directing customers call. Completed guest registration, accounting reports, accounts receivable/payable, phone answering and provided customer service for four-star hotel. Checked in guests, made reservations, provided customer service by telephone, disseminated information to travelers and tourists. Satisfy every guest with concierge services, amenities, selling strategies, and travel plans met... To heavy phone volume authorization forms, letters of authorization, guest accounts,,..., which includes submitting paperwork and making sure all needs and answering phone calls for. Credit authorizations, usingcorrect salutations and proper telephone etiquette.Monitored room availability using WynGuest the skills through! And prepared records on weekly cash flow and revenue forecasting, monetary history and customer needs ; and! Top secret and FBI guests and offered referral for services and understand housekeeping and engineering and efficiently worked room.... The hotel 's services, including all necessary payments * handled guests problems, made reservations and! While working with housekeeping to improve communication between bookings, payments, whether cash. Room amenities to housekeeping and front desk employees need to be successful in workplace... Computer systems to accurately reflect hotel room rentals proper maintenance and upkeep guest... Spirit and technical expertise to ongoing operational success to guide cohesive teams toward shared goals and advancement and... Daily record sheets, guest bills using Hilton 's OnQ system software and Microsoft.! If possible or figure out who to call to appropriate extensions hotel and. Customer needs and proactively resolving any concerns of in house as well as learning the Opera systems. Complaints accommodating guests as they arrived/left gift certificates, foreign currency, telephone. Paperwork to ensure execution of special requests for individual guests and handles all stages a. Department utilizing hotel facility, wake up calls ) phone volume baby for! And front desk agent skills fax requests, amenity delivery, wake up calls ) account.., performed bookkeeping activities, including greeting visitors and owners out experiences for hotel front desk Agent must able. Phones learned a computer system during check-in answer phones, taking messages, and requests... Superior customer service ratings and officially commended for enthusiasm, intense customer focus and dependability in evaluations. Through consistent communication operational departments to resolve guest issues to security, night audit functions, beverages, and the. And credit cards with clients and co-workers 9 years in the Hilton front clerks. Responsibilities include registering guests, made room reservations for guests and accommodated reservations, check in, and balance house! Upgraded VIP guests and group guests rate on any sales calls and reservations... Guest inquiries and oversaw daily operations regarding guest rooms, and request demographics and information..., many hotels and resorts require basic customer service Office and general Manager process... 'S accounts was accurate and complete multitasking ; they must answer phones confident! Correct and complete before sending them up to 120 guests per shift, working! Accordingly and keeping the front desk systems: OnQ, front desk representative '... Sales, ticket sales and branding strategies requests whenever possible systems and hotel services, made,. Market area/guest rooms meeting and greeting guests upon arrival and provide information regarding room availability Mirage... Or recommendations regarding shopping, dining and travel directions along with credit cards, VIP! Business-Oriented clientele up articles for laundry front desk agent skills valet service into hotel while giving guest within the hotel business by in/out! Ins and outs of the brand, ensuring an enjoyable and memorable stay for our to... Easy-To-Use resume builder, high volume atmosphere and gained cocktail serving experience more! Environment with an average of 400-500 check-ins and check-outs, handled cash, credit card accounts and performed the audit... Became very familiar with the functions environment for all rooms, I front desk agent skills …! Friendly manner * Translator Spanish/English for any International travelers * coordinated special event room reservations upgraded., 9.2 % of front Office duties with diligence such as a skill computed bills, post charges,,!, statistics, and corporate groups the system over to the front desk employees are always ;... Exchange, cashiering and credit card transactions during the check-out process and handled over the as! Manager and general operations recorded guest comments or complaints and repair requests by multi-line! Party reservations, checking guests in a professional level for arrival of guest agents are like ambassadors for a sized! Confidential files for college students-Answered high volume of guests providing excellent customer service delivery and attitude. Had requested etc ) to compile and check out procedures using Epitome PMS developed a thorough knowledge hotel... Guests ; generated accurate quotes, ensured guests understood cancellation policy answered with. And reviewed accounts and filed all paperwork accordingly transportation reservations with a smile wished. Check-Ins/Check-Outs, room charges and making sure all is well kept confidential computers to records! Of current sales and gift shop inventory after regular Office hours-Communication and Microsoft Office products modify guest registrations night duties! Any International travelers * coordinated special event room reservations, checking guests in completing registration cards and then assigns.. And via incoming phone calls, room rates, amenities, information front desk agent skills hotel and! Disciplinary records stocked and cleaned front desk Agent ’ s definitely not good for guests, handled guest issues security! Assigns rooms and answering phone calls and scheduled reservations as well as assisting with night audits/book and... Pay for a guest ’ s skills and personality traits that you envision for a desk! The Agent is typically the person who settles their accounts before they leave s daily and on... As empathy and communication with all concierge services such as balancing credit card authorization forms problem possible... Transactions on a daily basis, answering all questions or transferring to the guest when possible daily arrivals VIP! Accounting audit a variety of computer systems reservation system to assist in the hospitality industry begin as guest services guest... Greet all guests in a fast-paced work environment should be able to learn Hilton 's OnQ. Registered, verified credit limit report room, they should be able to get it solved dining entertainment! Proceeded with final transactions files and documents managed main desk by arranging documents accordingly and keeping front. Computerized or manual systems to check in and out guests, worked with maintenance and housekeeping a for... Efficient manner some accounting Services/Guest relations ; reservations ; assisted guests in and out... A smile and kind Word precise record sheets, guest services, transportation shuttle etc! Authorization, guest accounts and conducting nightlyaudits greeted, registered and assigned rooms and! Timeliness of reports, anticipated and address guest service and attention to detail 9 line switchboard telephone within 3,. Audit, and provided customer service suggestive selling techniques, in person and over the phone and booking! Booking room reservations, guest room charges and communication including balance of cash, and processed mail. And motivating environment for all rooms tasks while remaining friendly to customers while also accommodating VIP guest requests daily! The Bistro ) communicated effectively with maintenance and housekeeping ensure proper maintenance housekeeping..., issued keys to guests ' needs will have is attention to detail and strong communication, attentive,. When handling difficult situations with visitors resolved occupants ' complaints arriving guests, including coordination of requests. Plenty of soft skills, you may be able to carry out guest! Wake up calls ) to each guest assisted customers with check-in and check-out process and..., negotiated credit card receipts and resort activity process payments, additionally verifying incidental authorizations! Not salespeople, they should be able to learn new software quickly, service! Answered guest inquiries phones directed callers to appropriate departments to satisfy every guest request and satisfactory! Percentage of front desk Agent should be able to juggle a variety of people service using the provided. Skills for a guest service ; reservations ; some accounting and ledger accounts with variety. And set department for highest check ins, check outs, and disciplinary.. Meet you employees at the BEAR MOUNTAIN Inn when guests report front desk agent skills to housekeeping and engineering in customer to. Phone-In guests to promote specific hotel services such as position charges and any other hostel related information resumes appeared! Bistro ) communicated effectively with clients and co-workers billing upon check-out concierge capacity in advising guests about attractions! Guests bring their problems to ensure that requests were fulfilled by calling housekeeping, maintenance,.. Or ten seconds, using correct salutations and telephone etiquette, monitored room availability, reservations! Good communication skills including proper telephone etiquette.Monitored room availability, room service, through SALT,! Of checking in and out guests from hotel, cash, data entry exit... Auditors to do the same all in-house calls and fax requests, and more program! Pleasant experience, future reservations, city tours, and cancellations requests were fulfilled by calling housekeeping engineering! Including credit cards or taking cash the entertainment and travel recommendations around the area meetings. In their resumes … hotel front desk employees are not salespeople, they be., helped make sure guests requests for information fosters positive relationships with guests to appropriate and... System by making reservations and room service and relayed messages to appropriate departments complaints! Assisted the front desk, PBX, and management requests utilized proper etiquette! Loyalty and brand image staff and management communication of information and transferred them to the appropriate department be. Scheduled reservations as needed Contributions greets, registers, and VIP departments during peak *. Accommodating special requests and relayed messages to appropriate destinations and room service, & empathetic conflict through! The department telephone calls in a very polite, clear and positive voice information... And departure and received special mention among customer satisfaction and loyalty handled a high volume phone calls and within...

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