Guest Service Agent Resume Example Sheraton Hotel & Resorts

GUEST SERVICE AGENT

Summary

Create consistent and positive customer experiences through proactive management of team activities and store operations. Skillfully monitor and adjust processes to meet changing demands, increase efficiency and boost revenue. Deliver exceptional leadership to all employees.

Skills

Telephone Skills

Creativity

Communication Skills

Guest Services

Guided Reading

Teaching

Problem Solving

People Management

Clerical Duties

Front Office

Group Instruction

Experience

Guest Service Agent / Sheraton Hotel & Resorts - Arlington, Virginia10/2019 - Current

Provided guest assistance and information regarding local attractions and points of interest.
Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
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.
Greeted arriving guests to provide assistance and facilitate check-ins.
Responded to guests, including email, telephone and in-person inquiries.
Investigated guest complaints and utilized critical thinking to foster expedient resolution.
Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
Recommended local area establishments or services to suit guest interests and plans.
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Resolved guest challenges and complaints by applying resourceful and actionable solutions.

Teacher / Empire Beauty School - Glen Bernie, MD03/2017 - 09/2019

Mentored and counseled students with social adjustment and academic problems.
Taught students to exercise problem solving methodology and techniques during tests.
Identified early signs of emotional, developmental and health delays or problems in students and followed up with parents.
Created lesson plans in accordance with state curriculum and school-wide curriculum standards.
Performed student background reviews to ascertain learning deficiencies and strengths to develop tailored lessons based on student needs.
Identified and documented learning achievements by reporting outcomes, performance information and program adjustments used to boost comprehension.
Created and enforced child-based hands-on curriculum to promote student interest and receptive learning.
Strengthened parent-teacher and parent-child communication by holding regular parent-teacher conferences.
Established positive relationships with students, parents, fellow teachers and school administrators.
Provided instruction in Literature and Cosmetology to special needs students.
Achieved score of 89% on state reading test.
Utilized technology resources, including smartboards applications to develop lesson plans.
Introduced new learning modules technology to classrooms, maximizing student progress and understanding of study habits.
Improved students' reading levels through guided reading groups and whole group instruction.
Worked one-on-one with struggling students to design individualized lesson plans to increase progress.

Assistant Store Manager / Bath & Body Works Direct Inc. - Greenbelt, MD04/2013 - 05/2015

Trained employees in inventory practices, POS systems and product knowledge, contributing to increase in customer satisfaction ratings.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
Encouraged professional growth and talent development in associates to increase performance in all areas.
Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Processed credit and debit card payments and returned proper change for cash purchases.
Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism.
Mentored team on effective upselling and cross-selling techniques.
Performed daily activities in timely manner, including managing housekeeping and inventory needs of store.
Responsible for daily bank deposits
Key Holder

Bank Teller / Bank Of America - Washington, DC11/2004 - 07/2014

Maintained optimal financial controls by securing funds and making accurate transactions.
Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
Helped customers open and close accounts, apply for loans and make sound financial decisions.
Verified amounts and integrity of every check or funds transfer.
Met or exceeded sales goals by promoting bank products and services in every interaction.
Counted as much as $5500 in daily funds with manual and machine-assisted methods.
Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
Acquired and maintained knowledge of emerging technologies, including customer virtual interactions.
Responded and assisted customers with account inquiries and updates.
Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
Identified and reported suspicious behavior to security personnel as appropriate.
Reconciled cash and checks against computer records at end of shift.
Explained bank services, financial products and applicable fees to customers.
Processed new accounts, including checking and savings accounts credit applications.

Education and Training

Dudley Beauty College - Washington, DC03/2018Master of Arts: Cosmetology Education

Capitol Community College - Hartford, Ct02/1996Certification: Business Administration And Management

Accomplishments

Received “exceeds expectations” ratings on performance reviews. Awarded GSA from my team and the District Manager.

Activities and Honors

Member, Small Business Association (2008 - present)
Tutor in the subject of Reading

Certifications

*Licensed Cosmetologist

*Licensed Cosmetology Educator

Resume Overview

Companies Worked For:

Sheraton Hotel & Resorts
Empire Beauty School
Bath & Body Works Direct Inc.
Bank Of America

School Attended

Dudley Beauty College
Capitol Community College

Job Titles Held:

Guest Service Agent
Teacher
Assistant Store Manager
Bank Teller

Degrees

Dudley Beauty College - Washington, DC 03/2018 Master of Arts : Cosmetology Education
Capitol Community College - Hartford, Ct 02/1996 Certification : Business Administration And Management

Guest Service Agent Resume Example

Resume Score: 80%

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