front desk agent resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA9XXX5609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Friendly and prompt Front Desk Agent with good hands in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations. Warm and friendly individual with ability to help customers in any situation. Enjoys working closely with team members to provide positive guest experience. Experience as front desk agent in busy and successful resort setting.
Skills
Lobby auditing
Room assignments
Safety and Security Procedures
Registration Processing
Automated Telephone Systems
Decision-Making Abilities
Conflict Resolution
Word processing
Hospitality service expertise
Problem-solving skills
Clerical duties
Supply replenishment
Team Building
Housekeeping
Training and mentoring
Cash Handling
Guest services
Work History
Front Desk Agent, 03/2011 - Current Hilton Worldwide – Burlingame, CA,
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Kept accounts in balance and ran daily reports to verify totals.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Provided services efficiently and with high level of accuracy.
Arranged accommodations and travel plans for visitors and presented updated itineraries.
Banquet Server, Mar2020 - Current Jc Resorts Llc – Cathedral City, CA,
Checked identification to enforce age regulations for alcoholic beverages.
Maintained event cleanliness during service by promptly clearing dishes after each course.
Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Adapted service based on customer requests and kitchen readiness.
Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences.
Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
Used cash registers and credit card machines to cash out customers, handling average sale of $[Amount] per table.
Provided friendly, courteous service to create memorable moments for guests.
Scanned documents and saved in database to keep records of essential organizational information.
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
Kept optimal quality levels to prevent critical errors and support team performance targets.
Obtained scanned records and uploaded into database.
Corrected any data entry error to prevent later issues such as duplication or data degradation.
Evaluated source documents to locate information needed for each data entry field.
Entered numerical data into databases with speed and accuracy using 10-key pad.
Added documents to file records and created new records to support filing needs.
Outlined appropriate processes and procedures to fulfill and complete inquiries.
Fast Food Crew Trainer, 06/2004 - 12/2008 Burger King – City, STATE,
Verified proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance.
Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Trained and mentored 12 new personnel hired to fulfill various roles.
Created curricula, instructions, documents and written tests for various types of training courses.
Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
Education
High School Diploma: , Expected in 06/2003 - Paul Laurence Dunbar High School - Baltimore, MD GPA: Status -
: Medication Aide, Expected in 04/2010 - Baltimore City College - Baltimore, MD GPA: Status -
Accomplishments
Received high score ratings from guest surveys due to professionalism, exceptional service, and quick response times.
Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants, and the casino.
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