Front Desk Agent Resume Example Holiday Inn Express Hotel Suites

FRONT DESK AGENT

Summary

I've been in the hospitality business for 20 years. I've done everything from housekeeping, entry level front desk agent to management. I have great customer service skills and a desire to improve any work atmosphere.

Skills

Credit and cash payments
Safety and security procedures
Conflict management
Guest amenities
Microsoft Office
Administrative skills
Company policies and procedures
Reservations
Team oversight
Cash transactions
Effective planning
Oral and written communications
Listening skills
Hospitality services
Greeting guests

Multi-line phone systems
Planning and coordination
Business operations
MS Office
Organization
Communications
Team building
Supervision
Customer service
Operational improvement
Reporting
Team management
Problem resolution
Administrative support

Experience

Front Desk AgentOct 2019 to Current
Holiday Inn Express Hotel Suites － Fort Myers, FL

Issued room keys to guests upon check-in and answered questions regarding proper use.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
Facilitated front desk operations for busy high-volume hotel.
Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Computed guest billings and posted charges to room accounts.
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.

Front Desk Agent, Night AuditorMar 2018 to Oct 2019
Holiday Inn Express Hotel Suites Brownfield Tx － Cape Coral, FL

Audited and balanced cash and credit transactions daily and reset register for next day's operations.
Balanced accounts and conducted nightly audits to keepbookkeeping current.
Coordinated with guest services and concierge team to meet guest needs.
Completed all nightly updates to hotel rates and individual room charges.
Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Computed guest billings and posted charges to room accounts.
Checked auditing discrepancies by reconciling cash drop and credit card transactions.
Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
Posted charges, updated accounts and issued bills to departing guests.
Produced accurate line-item guest bills detailing individual charges and explained each to customers to maximize satisfaction.
Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Handled high volume of phone calls and routed to proper guest or internal department.
Responded to inquiries and room requests made online, by phone or email.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
Assisted hotel guests with check in and out procedures courteously.
Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
Delivered key administrative support to coworkers, taking on additional tasks during peak times.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Set guest and group reservations and processed check-ins and check-outs.
Arranged special accommodations for guests to maintain optimal satisfaction.

CaregiverMar 2012 to Mar 2016
Thomas Hansen － Fort Myers, FL

Helped clients with personal needs from exercise to bathing and personal grooming.
Administered necessary medications as directed by care plan.
Performed light housekeeping duties such as, making beds, sweeping floors and sanitizing surfaces.
Assisted patients with daily personal hygiene such as bathing, dressing and grooming.
Coordinated and administered medications and organized healthcare appointments to maintain optimal client health.
Maintained clean and well-organized environment to promote client happiness and safety.
Fostered relationship with client, providing companionship and counseling.
Transported patients to and from medical, dental and personal care appointments.
Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.

Assistant General ManagerJul 2010 to Feb 2012
Laquinta Inn & Suites Airport Property － Fort Myers, FL

Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
Efficiently met business targets to provide streamlined operations performance.
Motivated and led team members to work together to achieve targets.
Increased annual profit by streamlining processes and improving staff knowledge of optimal procedures.
Directed all day-to-day operations of [Type] facility to provide safe and enjoyable guest experience.
Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
Assisted guests at check-in, providing information on various services within the hotel.
Mentored all new employees, demonstrating best methods for servicing clients and guests.
Provided end-of-month audits of the resort to upper management as required.
Created agendas and communication materials for team meetings.
Worked with management to plan and implement special events to boost customer numbers and profits.
Supervised critical tasks, including budget implementations, employee reviews, training and scheduling for projects.
Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
Identified customer needs and delivered relevant product solutions and promotions.

Education and Training

High School DiplomaJul 2000Key West High School － Key West, FL

Resume Overview

Companies Worked For:

Holiday Inn Express Hotel Suites
Holiday Inn Express Hotel Suites Brownfield Tx
Thomas Hansen
Laquinta Inn & Suites Airport Property

School Attended

Key West High School

Job Titles Held:

Front Desk Agent
Front Desk Agent, Night Auditor
Caregiver
Assistant General Manager

Degrees

High School Diploma Jul 2000

Front Desk Agent Resume Example

Resume Score: 80%

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