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Hotel Front Desk Agent Resume Example

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HOTEL FRONT DESK AGENT
Summary

Reliable and proficient with 8 years experience delivering superior level of customer service to guests and prospective guests/customers. Proven ability to strive for the top, keep customers satisfied and resolve any conflicts. Technically-savvy, friendly, punctual and always prepared for any challenge.

Skills
  • Listening skills
  • Time management
  • Hospitality services
  • Marketing
  • Oral and written communications
  • Conflict management
  • Administrative skills
  • Microsoft Office
  • Reservations
  • Cash transactions
  • Mail and packages
  • Company policies and procedures
  • Effective planning
  • Credit and cash payments
Experience
Hotel Front Desk Agent
Savannah, GAHoliday Inn Express -Historic District/Sep 2018 to Mar 2020
  • Facilitated front desk operations for busyhigh-volume hotel.
  • Posted room charges such as food, liquor, or incidental fees based on individual customer actions.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Input customer data using the Opera software and made immediate updates to reflect room changes.
  • Monitored reservations to track incoming parties and special events.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Promoted loyalty by signing customers up for IHG rewards program and encouraged repeat stays through exceptional service.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Shared information with 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.
  • Responded to inquiries and room requests made online, by phone or email.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
Customer Service Representative
Arcadia, FLSweetbay Supermarket/Jan 2011 to Feb 2016
  • Assessed customer needs and upsold products and services to maximize sales.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Documented conversations with customers to track requests, problems and solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Educated customers on special pricing opportunities and company offerings.
Overnight Stock Associate
Arcadia, FLWalmart/Dec 2009 to Feb 2010
  • Constructed and stocked new displays, designed and assembled end caps and removed and discarded outdated displays.
  • Demonstrated expertise in knowing product locations, resulting in maximum satisfaction for searching customers.
  • Cleaned and straightened store aisles and shelves for ease of product accessibility, safety and loss prevention.
  • Stocked, arranged and organized merchandise during late shift in store that stayed open overnight.
  • Priced and labeled new merchandise, verified all products contained price tags and adhered sale labels in correct places.
  • Received, unloaded and documented incoming stock in warehouse and staged merchandise for easy retrievability.
  • Assisted customers upon request in finding products or checked in warehouse for unstocked items.
  • Updated signage to reflect current prices and help promote target merchandise.
  • Identified stock needs, replaced outdated stock and assembled products.
  • Removed product from boxes and placed on shelves according to merchandising guidelines.
  • Assessed floor displays to determine which merchandise required restocking.
  • Picked up all boxes and related trash from sales floor.
  • Removed outdated and overripe items from stock to eliminate health risks.
Education and Training
High School DiplomaAdult Learning CenterApr 2009Arcadia, FL
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Resume Overview

Companies Worked For:

  • Holiday Inn Express -Historic District
  • Sweetbay Supermarket
  • Walmart

School Attended

  • Adult Learning Center

Job Titles Held:

  • Hotel Front Desk Agent
  • Customer Service Representative
  • Overnight Stock Associate

Degrees

  • High School Diploma

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