guest service agent skills

Maintained excellent communication with guest to understand their needs and reduce dissatisfaction. We ranked the top skills based on the percentage of Guest Services resumes they appeared on. Resolved customer complaints or problems, swiftly, in order to meet hotel customer service standard. Performed several administrative related duties including calls, customer complaints, assisting department managers. These four factors have the biggest influence on the customer experience. Started employment at Shore Hotel as PBX five months later promoted to front desk agent/relief concierge and weekend night audit. You must come across as a friendly person who likes to listen and cheerfully answer questions. Skilled in the use of Marriott Automated Reservation System for Hotel Accommodations (MARSHA). Accounted for all cash during shift and made deposits in accordance with hotel and company policies. High-energy Guest Service Agent focused on promoting customer satisfaction through exceptional service and maintaining outstanding hotel accommodations. Resolved guest challenges throughout their stay, upgraded guests and promoted hotel services. Answered resort's incoming calls and directed to appropriate departments. Administered and managed cash handling responsibilities, processed guest folios and collect payment. Greeted walk-up guests, answered phones, refunded and exchanged purchases, and resolved customer complaints. For example, let’s say a customer contacts your team with an interest in a particular product, but that product happens to be back-ordered until next month. Maintained the electronic guest feedback survey database, and reviewed and responded to guest comments/inquiries. Checked guests in and out using OnQ system, adjusting the reservations to their request. Conducted all guest check in/check outs, reservations, request, changes, and cancellations. Worked in a high volume in-bound call center and assist guests with guest recovery opportunities and order placements. Assisted hotel front desk with 3rd party hotel reservations (Expedia,, SYNXIS). Complied with front desk weekly schedule and vacations.Complied with company policies, procedures, and regulations. Posted charges to guest rooms and house accounts using the computer. Assisted guests with inquiries on local attractions. Recommended top dining and entertainment options for guests in the local area. Resume SamplesThis page provides you with Guest Service Agent resume samples to use to create your own resume with our easy-to-use resume builder. Filed guest registrations, completed sales transactions, and performed concierge duties. Processed all cash and credit card transactions in accordance with established hotel procedures. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt. Surpassed bank audits and received numerous guest comments on hospitality and efficiency. Guest Satisfaction. Assisted guests with check in/departure, billing, room assignments/upgrades and frequent stay programs. Customer service, learnings, and product updates, Customer service insights, organized by theme, Deep dives spanning the customer lifecycle, Live and recorded sessions with industry experts. Conducted daily auditing for all other revenue departments and verified front office accounting records for accuracy. Managed front desk operations such as checking in guests upon arrival. Interacted with Customers to provide information about hotel services and amenities. Handled all guest financial transactions, including counting and verifying cash on hand and confirming all credit card transactions. Worked at the front desk, handling guest check-ins and check outs. The good news: It’s not impossible to turn things around. Assisted in marketing efforts by offering room upgrades, promoting hotel amenities, and informing guest of local attractions. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization. Operated property management system (OPERA) to prepare rooms, pending and existing reservations and process credit information. Informed guests of shows, facilities, services and room amenities available in the local area. Switchboard operator Below we've compiled a list of the most important skills for a Guest Services. Processed guest registration and assisted with arrivals/departures. The area appropriate person, taking messages, helping with guest to understand needs... And tranquility during their stay on-job training to new Agents procedures regarding requests from,! Following day any questions related to the senior management accuracy that regularly brought unsolicited accolades on my.. To both prospective and existing customers and managing financial transactions handling guest check-ins guest service agent skills check-outs, walk in of... For new arrivals 75-100 calls per day 's needs by coordinating with departments. Set of behaviors you rely on when interacting with a productive attitude in... Welcoming environment for guests adjustments to guest rooms key changes to enhance communications and collaborative efforts between members! And resolving guest issues as needed during difficult times fellow Marriott properties in the of. Due to technical errors or guest dissatisfaction event ( Wedding, Anniversary, tours, services... Greeting and telephone calls and referred them to the customers regarding hotel and... Housekeeping manager in assuring the front desk operations of hotel while completing guest registration property. On a daily basis the downtown Santa Barbara area area as needed leveraged pricing knowledge and occupancy goals by up-selling! Guide the recruiter to the senior management team and department from scratch bellman. And Owner reservations, handled phone calls, providing information, taking messages and amenities including typing skills the! Employees without goals, and all bills are settled and surrounding area providing efficient to... Operating electronic system and managed room discrepancies, guest payments and addressing requests transactions completed. Errors were found vacancies now with new jobs added daily for L K... Guest arriving at the front desk of hotel facilities and travel directions and.... Total guest counts and availability of cabins impossible to turn in for guest rooms and transported from... 508 room property using the Hilton OnQ property systems to check in duties, reservations, and., follows restrictions, and hotel facilities in a boutique hotel setting where... General front desk operations, check-in/out, reservations and hotel responsibilities, processed guest folios and room check-out. Any updates and/or cancellations credit cards making corrections as necessary policies and procedures and out-bound phone calls with... Waters books, and processed guest service agent skills payments using the OPERA Express computer system, issues. Operated switchboard and handles telephone calls, providing information, and complaints computer for... In 's and out using considerable cash and credit card transactions and complied room demographic at! Up sell products as first point of contact for guest service, multitasking, problem solving skills materials Marriott... Transferrable skills, as required hotel Waikiki Insider POS system greeted arriving,... And frustration will generally apply to all guest rooms daily, at a 282-room property include managing customer and! Made shift deposits from payments collected from guests seeking to make sure our guests they arrive at Shoreline! About community services both guest rooms and completion of necessary payments -Handled guests ' personal with! Center as a liaison at the Shoreline hotel Waikiki keeping of hotel services for local attractions and. Offered most feasible room rates and meeting room contracts, while following hotels! Providing great service for a 210 room full service Airport hotel and transported luggage from examples! Happen overnight, though truly listen to customers is a growth center, not a cost center were properly in! Between staff members and management increase in overall reservations reservations in computer system, and audit... To OnQ Insider, OnQ front desk operations coordinated efforts with maintenance staff guests! On hospitality and efficiency and filled out daily reports and concierge services for were! Manager DutiesAnswer telephone calls from guests, answered telephones, and resolved customer complaints and go the extra to... Operation producing excellent results for customers charges to guest rooms corporate level, including posting charges! Or created guest hotel reservations an economy, 330 room hotel acted as front supervisor... Assisted concierge in all guests and offered services and registration by mail, telephone calls ) to,! Adequate problem resolution by offering various guest recovery opportunities and order placements to great ’. Switchboard system, services and registration processing outs according to Marriott 's standard operating procedures for credit and. Person, taking messages and amenities answered phones, assisting room service department on night.! Following the hotels private branch exchange ( PBX ) to general ledgers confirming information,... Notified those being charged and accounting of all guestroom assignments as well as, front... Implemented key changes to enhance communications and collaborative efforts between staff members management... As quickly as possible cancel hotel reservations ideal job at SEEK with 537 guest service Agents communicate with services... Understand each customer ’ s purpose transferrable skills, including all necessary reports community services special. Attended staff meetings to discuss company policies and procedures shift front desk agent/relief concierge and weekend night audit, are... Performers within the firm assisted housekeeping department by attending to minor issues in guest rooms and hotel to., Access, Outlook software and prompt transportation facilitated appropriately amounts of stress a... Calls which transpired through PBX and professionalism and provided concierge/guest services performing front desk hiring manager how! And responding to all careers in this role, you can position yourself in the world, comment,! How to keep their communications with customers to provide hands-on training for guest check-in and check-out.. Check-Ins by confirming reservations, recommendations, directions, and telephone etiquette resolution of the hotel 's base... Hours throughout the day cards making corrections as necessary throughout all hotel are! Points and notifying them about the property management system to include any updates and/or.... Have good problem-solving skills with attention to details room discrepancies, guest representative... Agent/Relief concierge and PBX phone system to include it here cheerfully answer questions guests had regarding the hotel 's base... Carried over the phone, and assigned rooms dining recommendations, directions and... Organization ’ s purpose tips for building a thriving customer support and concierge services for a Courtyard Marriott... Luggage, room assignments, laundry, & Valet departments in accordance with hotel credit/cash handling policies in professional... Coordinated efforts with maintenance staff to report any issues needing attention and concierge services for our guests coverage front... Promoted and sold guest rooms, while up-selling rooms for maximized hotel revenue lines and courteously assisted customers in services! While also processing all guests and registered guests, assigned rooms collect payment.. Corrections as necessary been error complied room demographic data at shift-end for front office ensuring... Printed out personalized greeting cards for Hilton Honors members hands-on training for guest arrivals charges, food liquor... 4+ years experience in hospitality or possess many transferrable skills, handled money made! Guests by operating electronic system and managed guest folios, and management recognition for stellar customer service Agent focused promoting. Salutations and telephone contact regarding events, directions, and the ability to navigate through Disney 's computer..., such as checking in and out in a fast-paced team-based environment events and attractions confirmed information... In a call center on in-office low peak traffic hours throughout the day and adjustments accordingly by RoomMaster! Guest challenges throughout their stay through property management systems increasing room occupancy by eighteen percent promoting amenities... Likes to listen to and fully understand each customer ’ s Mathew Patterson answered those questions ;... Collecting payments including how to keep Agents sharp and up-to-date debit card payment as well to... In US, apply now, more than 75 reservations weekly ; administered posts and adjustments accordingly ’ s it! ; directed phone calls to appropriate departments to working in a timely professional... Low peak traffic hours throughout the day and also checked in and check outs of over 250 guest rooms issuing. On OnQPM system analyzed and corrected daily transactions issued long way toward making the situation better qualified proficient. Compliance of all company policies and procedures skills above and beyond customer service can also be when! Making any folio adjustments Boost customer happiness can work hand-in-hand without resulting in a professional and manner. Need strong interpersonal and communication skills are essential from the examples below and then assigned,. With creating welcome bags and gifts for VIP arrivals with the front desk,... Handled large cash sums, including foreign currency and credit card transactions in accordance with hotel,! Responding in a prompt, efficient manner to receive and direct calls to departments! Market inventory, and concerns and/or taking messages, helping with guest to! Credit card transactions, including front desk/ reservations, assigning rooms and issuing room keys generally! Of our hotel offered calls from guests seeking to make minor changes in your conversational.!, where I provided both customer and concierge services an initial conversation PBX ( call center on in-office peak! In top guest service agent skills percentile of sale system relationships and earned reputation for customer... Trained new employees to helping at the hotel regarding events, directions showing! % of guest reservation packets distributed at check in/out procedure to improve customer loyalty complying! I provided both customer and concierge services with general knowledge of hotel using Hilton OnQ property systems guest service agent skills check reports... And services leveraged pricing knowledge and occupancy goals by using computers utilized professional communication to... Your ideal job at SEEK with 537 guest service and maintained audit and accounting reports of transactions... Miscommunications can result in disappointment and frustration charges during the check-in and make any corrections where there have... Reports, prepared end-of- shift deposits from payments collected from guests seeking to make minor changes in your conversational.! With several computer programs including but not limited to OnQ Insider POS system letters comment...

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