guest service agent resume example with 5+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Responsible for obtaining profitable results through the sales team by developing the team through motivation, counseling, skills development and product knowledge development Manage the sales administration function, operational performance reporting, streamlining processes and systems wherever possible, and advising senior management on maximizing business relationships and creating an environment where customer service can flourish. Responsible for managing the sales team, developing a business plan covering sales, revenue, and expense controls, meeting agreed targets, and promoting the organization's presence throughout the Savannah area. Attending weekly revenue and strategy calls- assist in the development of the annual marketing plan, specifically advising on: realistic forecasts for each product and territory (based on historical data, market trends, competitive activity, promotional strategy and sales effort), realistic costs of operating the sales force; and sales promotion program plans. Responsible for monitoring the performance of the sales team by establishing a system of reports and communications involving sales reports, cyclical sales meetings, sales newsletters and electronic bulletins. Skilled at maintaining RFP's in Meeting Broker, Hotel Planner, CVENT , and Starcite, etc.
  • Attending weekly Revenue and Strategy calls to monitor, STR, Hotel Social Media, Reader Board Service, ADR, and Local Events in the area.
  • Skilled on Light Speed Galaxy, Opera, Choice Advantage, Meeting Broker, Hotel Planner, and Microsoft (word/excel)
  • Maintaining and establishing new and existing accounts and groups
  • Type 50 wpm
  • Overachieving sales goals on a weekly and monthly basis
  • Managing RFP's with wonderful turnaround time
  • Establishing new LNR and KNR accounts
  • Increase yearly revenue in Groups and Companies from 2011- 2014.
  • Active in the Hospitality Industry for nine years with experience in Sales & Marketing Manager/ Operations Manger/ Front Office Supervisor.
Guest Service Agent, 03/2015 to 05/2016
Miami Beach, FL,
  • Greet, register, and assign rooms to guests at arrival Verify customers' credit, and establish how the customer will pay for the accommodation Contact housekeeping or maintenance staff when guests report problems Make and confirm reservations Issue room keys and escort instructions to bellhops Keep records of room availability and guests' accounts, manually or using computers Perform bookkeeping activities, such as balancing accounts and conducting nightly audits Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers Record guest comments or complaints, referring customers to managers as necessary Review accounts and charges with guests during the check out process Transmit and receive messages, using telephones or telephone switchboards Advise housekeeping staff when rooms have been vacated and are ready for cleaning Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Operations Manager, 08/2014 to 10/2015
Fisher Island ClubCommerce City, CO,
  • Responsible for assisting with the overall performance of the properties operations, that includes, Guest Satisfaction, Brand Standards and Budget and Labor.
  • Implement and train all the new employees on Brand Standards, and rules and policy with the IHG brand.
  • Support guest experience and satisfaction in all operations, maintaining guest service score by hiring and training the right team.
  • Worked closely with corporate teams in Human Resources, Accounting, Revenue Management and Sales and Marketing.
  • In charge of the Hiring Process, Terminations, Reprimanding and coaching the team.
  • Work very closely to Housekeeping Executive and Front Desk Manager to make sure the property was running professional and all areas of the hotel was clean and organized.
  • Weekly Staff Meeting to review guest service scores so we can make improvement.
Sales Manager, 01/2011 to 07/2014
United Site ServicesNashville, TN,
  • Managing RFP's and Lead on Meeting Broker, CVENT , Hotel Planner and ect.
  • Sending Client Group Sales Agreements Creating Banquet Event Orders (BEO) at a Full Service Hotel Creating Group Invoice Setting up LNR and KNR Account Setting up Direct Bill Accounts/ checking reference Maintain all groups on the books Informing all the other departments about the upcoming group's and citywide events Attending Weekly Revenue and Sales calls.
  • Follow up and Maintenance on RFP's, LEAD's , and potential business Keep records of room availability and guests' accounts, manually or using computers Overseeing Banquet Event.
Associate of Arts: Business Management, Expected in Present to Savannah Tech - Savannah, Georgia
Business Management
Accounting, ADR, bookkeeping, Budget, coaching, credit, Client, Hiring, Human Resources, Managing, Marketing, excel, word, RFP, Sales, Strategy, operating switchboard,Type 50 wpm

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Resume Overview

School Attended

  • Savannah Tech

Job Titles Held:

  • Guest Service Agent
  • Operations Manager
  • Sales Manager


  • Associate of Arts

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