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guest service agent front office operations manager resume example with 4+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated ability to adapt to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. As well as skilled in resolving guest complaints in an expedient manner utilizing tact, diplomacy and critical thinking. Driven to foster satisfaction and superior service through dedication to exceeding guest expectations.

Skills
  • Luxury guest services expertise
  • Service operations management
  • Personable guest service
  • Team member development
  • Hospitality and service knowledge
  • Timely complaint resolution
  • Administrative skills
  • Conflict management
  • Customer relations
  • Inventory control
Education and Training
Nimitz High School Houston, TX Expected in 05/2012 High School Diploma : - GPA :
Experience
Fairfield Inn And Suites By Marriott Hobby Airport - Guest Service Agent/Front Office Operations Manager
City, STATE, 04/2018 - 11/2019
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Responded to guests, including email, telephone and in-person inquiries.
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Provided key administrative support to [Number] coworkers, taking on tasks like [Task] and [Task] during peak times.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to [Job Title] on [Timeframe] basis.
  • Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
  • Personally addressed and welcomed [Number] guests to business per day, improving overall customer service and engagement.
  • Set and optimized employee schedules to secure proper coverage for all shifts.
Homewood Suites By Hilton IAH Airport - Guest Service Agent/Night Auditor
City, STATE, 02/2016 - 03/2018
  • Greeted arriving guests to provide assistance and facilitate check-ins.
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • 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.
  • Answered guest inquiries regarding hotel offerings and services.
  • Completed financial audits on a scheduled basis.
  • Detailed all policies and procedures, including safety information to guests upon hotel check in.
  • Managed customer complaints and rectified issues to complete satisfaction.
Courtyard By Marriott Greenspoint - Guest Service Agent/Night Auditor
City, STATE, 07/2016 - 12/2016
  • 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.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to [Job Title] on [Timeframe] basis.
  • Established a knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.
  • Detailed all policies and procedures, including safety information to guests upon hotel check in.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
Homewood Suites By Hilton Kingwood-Parc - Houseman/Guest Service Agent
City, STATE, 04/2014 - 05/2015
  • Organized supplies for efficient use based on expected customer needs.
  • Cleaned, sanitized and restocked bathrooms every [Timeframe] to keep facilities fresh.
  • Completed daily well checks, including measuring tanks, checking flowlines and recording pressures.
  • Washed and polished glass windows and doors to keep entryways clear and professional.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Greeted arriving guests to provide assistance and facilitate check-ins.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Provided concierge services for guests as needed.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.

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Resume Overview

School Attended

  • Nimitz High School

Job Titles Held:

  • Guest Service Agent/Front Office Operations Manager
  • Guest Service Agent/Night Auditor
  • Guest Service Agent/Night Auditor
  • Houseman/Guest Service Agent

Degrees

  • High School Diploma

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