guest services agent resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :

Seeking to offer good multitasking, organizational skills, industry knowledge and a professional demeanor to a challenging role at the Westin. Background includes arranging guest services, coordinating arrivals, departures and resolving concerns at the property. Open clear communicator with a decisive nature and strong conflict resolution skills. Proven skills, improving policies, planning events and overseeing all guest services operations.

  • Bilingual in English and Filipino (Tagalog)
  • Check-out procedures
  • Generating reports
  • Resolving disputes
  • Automated booking systems
  • Making reservations
  • Coordinating shuttles
  • Greeting customers
  • Guest relations
  • Verifying reservations
Guest Services Agent, 08/2017 to Current
Wyndham Hotels & Resorts Inc.La Palma, CA,
  • Managed guest check-in and check-out procedures.
  • Kept employees satisfied and productive with a collaborative and open approach.
  • Developed and implemented training plans for new and experienced employees.
  • Performed checks on rooms and overall property daily.
  • Mentored new employees on and delivered constructive feedback to increase understanding of job duties.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Prepared and led foodservice training programs to teach staff various tasks such as stocking and restocking condiments, correctly inputting orders into system and performing credit and debit card transactions.
  • Implemented surface and equipment schedules and standards to maintain clean, neat and sanitized kitchen.
  • Maximized food quality by closely monitoring shipments, preparation and food handling by team members.
  • Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Answer calls to answer customer questions.
Receptionist, 04/2015 to 07/2017
Munson Medical CenterGrayling, MI,
  • Answered and directed incoming calls using multi-line telephone system.
  • Processed payments and updated accounts to reflect balance changes.
  • Rendered information to callers and drafted office emails.
  • Prepared packages for deliveries and coordinated timely shipments.
  • Managed more than incoming calls per day.
  • Answered calls to help over customers issues .
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Responded to customer concerns and issues by.
  • Prepared, compiled and filed documents as well as reports presented to various parties.
  • Sorted incoming mail and directed to correct personnel each day.
  • Prepared packages for shipment by generating invoices and setting up courier deliveries.
  • Entered data in software to keep records of information.
  • Checked and documents for proper formatting, grammar and spelling.
  • Received incoming packages, mail, dispersed parcels, correspondence and shipped outgoing items daily.
  • Assisted visitors per by directing to appropriate personnel and answering average of calls and emails daily.
  • Scheduled meetings with salespeople and clients, emailed customers and placed outbound calls as needed.
  • Created professional memoranda, letters and copy for meeting expected deadlines for distribution.
Sales Associate, 10/2014 to 01/2015
Watermark Retirement CommunitiesSahuarita, AZ,
  • Kept apprised of emerging trends and provided informative customer service to assist in product selection.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
  • Helped average of customers per day by responding to inquiries and locating products.
  • Surpassed daily sales goals by cross-selling and promoting additional products.
  • Assisted customers by finding needed items and checking inventory for items at other locations.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Observed customer behaviors to identify security threats and escalate concerns to supervisors.
  • Stocked shelves, supplies and organized displays to focus customer attention on specific items.
  • Recommended merchandise to customers based on needs and preferences.
  • Designed and deployed new display ideas to improve accessibility to merchandise, increasing sales.
  • Educated customers on product and service offerings.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Supervisor, 07/2008 to 09/2014
Global Aviation ServicesEl Paso, TX,
  • Established and enforced clear goals to keep employees working collaboratively.
  • Complied with company policies, objectives and communication goals.
  • Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.
  • Performed scheduled and surprise inspections of worksites to gauge technician skill and performance in field.
  • Created training manual for all employees to use as reference guide.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Coached and mentored staff members through constructive feedback to develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
  • Conducted evaluations and reviews for employees.
  • Inspected incoming supplies to conform with materials specifications and quality standards.
  • Provided ongoing training to address staff needs.
  • Established and maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Enhanced group productivity % by developing and implementing new strategies.
  • Developed position rotation to support continuous improvement and operator development.
Education and Training
Associate of Applied Science: Medical Administrative Assistant, Expected in 2006 to Everest College - Chicago - Burr Ridge, IL,

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Resume Overview

School Attended

  • Everest College - Chicago

Job Titles Held:

  • Guest Services Agent
  • Receptionist
  • Sales Associate
  • Supervisor


  • Associate of Applied Science

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