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Front Desk Agent Resume Example

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FRONT DESK AGENT
Summary

Motivated customer service and sales professional seeking increasing responsibility in retail or Hotel environment. Remarkable ability to lead new employees and maximize team performance. Specializing in sales, service and team leadership.

Skills
  • Credit and cash payments
  • Guest amenities
  • Safety and security procedures
  • Transportation information
  • Reservations
  • Payment oversight
  • Mail and packages
  • Microsoft Office
  • Microsoft Word
  • Microsoft Excel
  • Hospitality services
  • Oral and written communications
  • Administrative skills
  • Cash transactions
  • Inventory oversight
  • Company policies and procedures
  • Listening skills
  • Time management
Experience
Hard Rock Hotel and Casino Biloxi | Biloxi, MSFront Desk Agent02/2019 - Current
  • Set guest and group reservations and processed check-ins and check-outs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Monitored reservations to track incoming parties and special events.
  • Facilitated front desk operations for busy high-volume hotel.
  • Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Computed guest billings and posted charges to room accounts.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Stayed current on local attractions and special events to help guests with entertainment options.
Sherwin-Williams | Orange Beach, ALSales Associate02/2018 - 02/2019
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
  • Kept apprised of emerging trends and provided informative customer service to assist in product selection.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Assisted customers by finding needed items and checking inventory for items at other locations.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
  • Listened to customer needs to identify and recommend optimal product selections.
  • Operated POS system, inputted sales orders and tracked delivery or pick-up processes to expedite purchases.
Lowe's | Foley, ALFloor Supervisor04/2015 - 02/2018
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
  • Directed merchandising and signage updates for weekly and seasonal promotional changes.
  • Resolved issues with cash registers, card scanners and printers.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Maintained work area in clean and neat manner.
  • Managed efficient employee scheduling by factoring in forecasted customer levels and labor cost controls.
  • Managed cashier shifts and breaks.
  • Greeted customers promptly and responded to questions.
  • Monitored sales events, added new merchandise and rang up purchases.
  • Helped customers find specific products, answered questions and offered product advice.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Counted and balanced cashier drawers.
  • Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
  • Monitored exits for security issues.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Helped customers find store locations and complete purchases.
  • Prepared special orders for shipment.
  • Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
  • Inspected checkout areas and directed team members in cleaning, trash removal and other actions to restore professional appearances.
  • Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Learned roles of other departments to provide coverage and keep store operational.
Education and Training
Ocean Springs High School | Ocean Springs, MSHigh School Diploma05/2010
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Resume Overview

Companies Worked For:

  • Hard Rock Hotel and Casino Biloxi
  • Sherwin-Williams
  • Lowe's

School Attended

  • Ocean Springs High School

Job Titles Held:

  • Front Desk Agent
  • Sales Associate
  • Floor Supervisor

Degrees

  • High School Diploma

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