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Hotel Front Desk Agent Resume Example

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HOTEL FRONT DESK AGENT
Professional Summary

Friendly and prompt Front Desk Agent with good hands in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations.

Skills
  • Cash Handling
  • Problem-solving skills
  • File management
  • Time management
  • Word processing
  • Supervision
  • Relationship development
  • Communications
  • MS Office
  • Customer service
  • Problem resolution
  • Process improvement
  • Project organization
  • Team building
  • Operational improvement
  • Team management
  • Organization
Work History
Hotel Front Desk Agent, 01/2018 to 10/2020
Best Western – Ocean City, MD
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Entered customer data using Matrix software and updated information whenever patrons changed rooms.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Greeted 50+ daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Maintained transaction security by verifying payment cards against identification.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Planned coverage needs and organized services to support incoming special events.
Front Desk Agent, 06/2016 to 10/2018
Sea Bay – Ocean City, MD
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Planned coverage needs and organized services to support incoming special events.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Maintained transaction security by verifying payment cards against identification.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues
  • Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and FUN activities.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Answered customer telephone calls promptly and appropriately.
  • Provided services efficiently and with high level of accuracy.
  • Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
  • Promptly answered multi-line phone system and greeted callers enthusiastically.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
Front Desk Manager, 08/2008 to 06/2016
Tidelands Caribbean Hotel – Ocean City, MD
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
  • Planned coverage needs and organized services to support incoming special events.
  • Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
  • Performed concierge services for guests as needed.
  • Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
  • Efficiently resolved guest complaints and ensured that issues were addressed promptly.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Increased customer service ratings through personable service.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Performed daily inventory for keys and linens and detailed all information in audit reports.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Maintained transaction security by verifying payment cards against identification.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Provided hotel guests with information regarding property including casino, gift shop, restaurants and fitness center.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Anticipated guests' needs and responded to all requests within reasonable amount of time.
  • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Conducted financial audits on scheduled basis.
  • Trained new staff on correct procedures, compliance requirements and performance strategies.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Managed all front desk tasks, including maintenance of client records and lab data.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Balanced hotel accounts at end of day.
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Provided services efficiently and with high level of accuracy.
  • Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
  • Trained front office staff in fire, life and other emergency procedures.
  • Checked guests in out of hotel, made reservations and processed payments.
Education
High School DiplomaSeaford Senior High School - Seaford, DE
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Resume Overview

Companies Worked For:

  • Best Western
  • Sea Bay
  • Tidelands Caribbean Hotel

School Attended

  • Seaford Senior High School

Job Titles Held:

  • Hotel Front Desk Agent
  • Front Desk Agent
  • Front Desk Manager

Degrees

  • High School Diploma

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