guest experience specialist resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Vibrant Guest Experience Specialist with 26 years of experience delighting guests and enhancing employers' public image. Detail-oriented people-person proficient at discerning and meeting guests' needs completely, courteously and promptly. Committed to building relationships with guests while cultivating new and retained business for employer. Well-rounded Front Desk Agent with [Number] years of hands-on experience managing guest check-in and check-out and resolving guest complaints. Seasoned and outgoing individual committed to maximizing company profits and accommodating guest requests. Proficient in various types of reservation software. Positive and upbeat [Job Title] successful at balancing guest and business needs. Well-organized in managing check-in and check-out procedures and coordinating services with diverse team members. Good multitasking, planning, and communication skills. Reliable and enthusiastic [Job Title] with experience in reception, concierge, and customer service areas. Skilled in customer engagement, problem resolution, and various software operations. Known for remaining poised and calm in busy environments.

  • Community relations
  • VIP services
  • Training and mentoring
  • Sales
  • Promotional information
  • Dining reservations
  • Communication
  • Multitasking
  • Clerical
  • Reliable and trustworthy
  • Teambuilding
  • Flexible
  • Organization
  • Basic Math
Guest Experience Specialist, 12/2021 - Current
The Escape Game Columbus, OH,
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Directed incoming calls and messages to appropriate staff or residents.
  • Arranged wake-up calls, dry cleaning and pet care as requested by patrons.
  • Handled mail and package deliveries, keeping items secure.
  • Scheduled conference room and other reservations using proprietary software.
  • Entered work orders for housekeeping, pest control and maintenance issues.
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
  • Maintained guest privacy and building reputation by keeping information confidential.
  • Retained knowledge of local events to offer recommendations and personal services.
  • Assisted in arranging for restaurant reservations and limousines upon guest request.
  • Set up conference rooms with food and beverages and audio/visual equipment according to client requirements.
  • Answered guest questions regarding local area, facilities and amenities.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Oversaw and coordinated outgoing and incoming courier deliveries.
  • Memorized building residents to welcome and noted unfamiliar individuals.
  • Rectified volatile situations quickly through active listening and effective communication.
  • Updated front desk's concierge book to maintain most relevant visitor information.
  • Supported local sports teams, museums, restaurants and other tourist-oriented spots by informing hotel guests of daily events.
  • Briefed hotel staff and guests on security policies and procedures to promote safety and visitor confidence.
  • Facilitated research of local venues, restaurants and visitor spots per guest requests.
  • Managed transportation arrangements to and from airport, train station and local events for visitors.
Reservations Agent, 07/2015 - 04/2021
Montage Hotels Healdsburg, CA,
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.
  • Relayed information on availability, pricing and discounts to customers.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Kept accurate knowledge of types of rooms available at various resort locations.
  • Entered information for reservations into hotel's computer system using [Software], updating data to reflect room and [Type] changes.
  • Managed reservations and fielded inquiries for $[Amount] annual revenue hotel.
  • Suggested amenities suited to clients' needs.
  • Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills.
  • Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Acquired detailed knowledge of services, promotions, and events to offer added value to travelers.
  • Boosted bookings using detailed knowledge of facility, services and offerings when closing reservations for customers.
Custodial Worker, 07/2011 - 08/2015
State Of Ohio Delaware County, OH,
  • Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
  • Handled and stored hazardous chemicals safely to prevent injury or illness.
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.
  • Notified building managers about needed repairs to maintain public safety.
  • Stripped, sealed, finished and polished floors to maintain appearance and remove scratches.
  • Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
  • Operated carpet extractors and floor buffers while adhering to corporate safety measures.
  • Wet and spot mopped to clean floors and other surfaces in public corridors.
  • Checked and stocked inventory throughout facility to meet expected demands.
  • Moved equipment and furniture to thoroughly clean space.
  • Maintained building interiors with routine deep cleaning of high-traffic areas.
  • Maintained accountability for building keys, master keys and access cards.
  • Operated industrial cleaning equipment to quickly complete custodial tasks.
  • Raked leaves, cut and watered grass and picked up garbage to maintain grounds.
  • Operated compactors and balers to discard cardboard boxes and trash.
  • Gathered and emptied trash cans and disposed of bags.
  • Sanitized and deep cleaned bathroom floors and surfaces.
  • Cleaned floors and surfaces by sweeping, mopping, dusting and polishing.
  • Mopped and waxed floors, dusted, deep cleaned bathrooms and removed trash to keep buildings in clean and orderly condition.
  • Stocked, sanitized, cleaned and inspected restrooms.
  • Disposed of waste and gathered individual trash bags to place in receptacles.
  • Read and followed company, customer and safety rules, policies and procedures.
  • Maintained, sanitized and vacuumed dining area and washed kitchen floors prior to closing.
  • Responded promptly to requests to clean and sanitize areas after accidents.
  • Assessed functionality of cleaning equipment and performed repairs when needed.
Hotel Front Desk Agent, 07/2008 - 08/2011
Sugar Bowl Ski Resort Norden, CA,
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Computed guest billings and posted charges to room accounts.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Educated guests regarding important property information and directions to different hotel areas.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Posted room charges for food, liquor and telephone calls based on individual customer actions.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
  • Pointed out property details and guided guests to dining areas, pool, spa and fitness center.
  • Input customer data into reservation software and made immediate updates to reflect room changes.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Assisted hotel guests with check in and out procedures courteously.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Documented wake-up requests and set up automatic calls in system.
  • Maintained cleanliness of bathrooms, lobby and front desk.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Monitored reservations to track incoming parties and special events.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
Education and Training
Certificate: Hotel Management , Expected in 05/1996
Travel University International - Honolulu, HI,
Status -
High School Diploma: , Expected in 06/1994
Kailua High School - Kailua HI ,
Status -

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Resume Overview

School Attended

  • Travel University International
  • Kailua High School

Job Titles Held:

  • Guest Experience Specialist
  • Reservations Agent
  • Custodial Worker
  • Hotel Front Desk Agent


  • Certificate
  • High School Diploma

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