Front Office Agent Intern Resume Example

Guest Services/Butler

Handling hotel's day to day operations while ensuring the customer service satisfaction and understanding customer correspondence methods making guest's stay memorable while safeguarding brand loyalty

• Assisting front desk agents in check-in process answering guest's inquiries
• Keeping the reception area clean and neat to give guest positive first impression.
• Butler/Airport Butler: Greeting guests upon arrival and articulately explain all the details, amenities and facilities available
• Escorting guest towards the hotel room explaining St. Regis rituals such as signature bloody mary tasting, afternoon tea, champagne sabering and Butler services
• Butler Services: unpacking and packing of luggage, coffee, tea and hot cocoa service, shoe shining, coordinated guest laundry services requests including picking up, delivery in specified time as requested and pet care services.
• Plan hospitality functions and coordinating special amenities, events and occasions for guests such as birthdays, anniversaries, baby showers, etc.
• Ran errands for guests, including shopping, picking up medicine and other necessities.

PBX/Reservations

• Promptly receive and forward incoming communications from guests and various other callers through phone calls, emails and letters, to appropriate department designated to each concern.
• Supervising incoming emails and pre arrival requests of the guest as well as preparing outgoing emails
• Assisting to everyday sales reservation and calls and helping front desk in ensuring all special guest requests are made.
• Assisting and attending to guest inquiries and complaints. Providing information about the hotel amenities, reservation and transportation.
• Recognized guest issues and concerns prior to escalation and applied problem solving skills for effective resolution without having the involvement of the supervisor and manager
• Resolve guest issues quickly and notify the supervisor and manager immediately when problems escalated.
• Follow up with the defects the guest reported that has occurred in the hotel room
• Utilized LightSpeed to maintain records of services offered following procedures to keep all information private.
• Volunteered to help with special projects, assuming variety of tasks and duties, including creating SOPs and guest special amenities.
• Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.