Guest Service Agent Resume Example
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C
GUEST SERVICE AGENT
Summary
Service-oriented Front Desk Agent with over 20 years of experience providing unparalleled service to guests.
Upbeat individual boasting a career catering to guests through effective service and assistance. A highly trained Guest Services Associate known for tactfully managing issues and finding the best solutions.
Skills
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Experience
Guest Service Agent
Carlsbad , CAGrand Pacific Palisades Resort/Jan 2020 to Current
Carlsbad , CAGrand Pacific Palisades Resort/Jan 2020 to Current
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Provided guest assistance and information regarding local attractions and points of interest.
- Managed guest check-in and check-out procedures, reservations and payments.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Shared key information regarding the hotel to guests, including details about the pool and restaurants.
- Responded to guests, including email, telephone and in-person inquiries.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Personally addressed and welcomed all guests to business per day, improving overall customer service and engagement.
Front Desk Agent
Charlotte , NCBallantyne Golf Resort/Jan 2015 to Jan 2020
Charlotte , NCBallantyne Golf Resort/Jan 2015 to Jan 2020
- Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
- Informed travelers of hotel security features and offered details regarding safety processes and procedures.
- Personally addressed and welcomed ll guests to business per day, improving overall customer service and engagement.
- 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.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Front Desk Agent
Charleston , SCBallantyne Golf Resort/Jan 2016 to Jan 2018
Charleston , SCBallantyne Golf Resort/Jan 2016 to Jan 2018
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
- Posted charges, updated accounts and issued bills to departing guests.
- Secured guest valuables in main safe or individual boxes.
- Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
- Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Provided property details to patrons, including dining areas, pool, spa and fitness center.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Personally addressed and welcomed all guests to business per day, improving overall customer service and engagement.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Lead Front Desk Receptionist
San Rafael , CAOakmont Management Group/Oct 1998 to Dec 2015
San Rafael , CAOakmont Management Group/Oct 1998 to Dec 2015
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Secured guest valuables in main safe or individual boxes.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Arranged special accommodations for guests to maintain optimal satisfaction
- Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
- Managed customer complaints and rectified issues to complete satisfaction.
- Monitored reservations to track incoming parties and special events.
- Worked with Front Desk Manager and Housekeeping to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Personally addressed and welcomed all guests to business per day, improving overall customer service and engagement.
Education and Training
High School DiplomaKathleen Senior High SchoolMay 1979City, State
Certifications
- Customer Service Representative Certificate
- First Aid/CPR
- ServSafe
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Resume Overview
School Attended
- Kathleen Senior High School
Job Titles Held:
- Guest Service Agent
- Front Desk Agent
- Lead Front Desk Receptionist
Degrees
- High School Diploma
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