front desk agent resume example with 9+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
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.
Skills
Room assignments
Safety and Security Procedures
Conflict Resolution
Providing Information
Office management
Guest services
Hospitality service expertise
Clerical duties
Troubleshooting
Lobby auditing
Registration Processing
Decision-Making Abilities
Administrative support
Time management
Cash Handling
File management
Computer Knowledge
Self starter
Work History
04/2020 to Current
Front Desk AgentKimpton Hotels – CA, State,
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Confirmed relevant guest information and payment methods to prevent fraud.
Promoted local entertainment and sporting events and offered details to assist patrons.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Used SynXis PM to process reservations, check-ins and check-outs.
Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Entered customer data using SynXis PM software and updated information whenever patrons changed rooms.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
Executed positive demeanor to each and every visitor approaching front desk.
Quickly answered calls and routed to proper guest or department using multiline phone system.
03/2018 to 04/2020
Lead Front Desk AgentXanterra Parks & Resorts – Yellowstone National Park, WY,
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Sorted mail and other important data, promoting quick delivery of all messages to recipients.
Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
Kept accounts in balance and ran daily reports to verify totals.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Maintained transaction security by verifying payment cards against identification.
Attended weekly Revenue Meetings to exchange ideas, discuss future event s that would impact the number of guest at the hotel.
Take over Assistant Manager duties when they were unavailable.
02/2003 to 03/2009
Office AssociateKimball Midwest – Arlington, TX,
Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
Organized, stored and retrieved files to enhance daily operations and support customer needs.
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Provided clerical support to 5 company employees by copying, faxing and filing documents.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Kept reception area clean and neat to give visitors positive first impression.
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