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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
  • Effective planning
  • Guest check-in and check-out
  • Company policies and procedures
  • Guest service and assistance
  • Customer rapport
  • Issue resolution
  • Hospitality services
  • Keenness of insight
  • Writing and verbal communication
  • Local points of interest
  • Cash transactions
  • Guest liaison
  • Knowledge of local attractions
  • Listening skills
  • Hospitality and service knowledge
  • Guest conflict resolution
  • Timely complaint resolution
  • Guest safety
Experience
Guest Service Agent
Carlsbad , CA
Grand 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 , NC
Ballantyne 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 , SC
Ballantyne 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 , CA
Oakmont 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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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

86Good
Resume Strength
  • Word choice
  • Length

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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