front desk agent skills

Posted charges to guest rooms and house accounts using the property management system. Searched for and booked room reservations for guests via phone and online booking websites. Completed the registration process while promoting brand marketing programs. Greeted guests and managed the registration process. A front desk agent is the person who is normally the first point of contact for guests and prospective guests at hotels, motels, inns and lodges. Image by Colleen Tighe © The Balance 2019. Worked the Night Auditor position on occasion. Performed all guest service representative functions. Developed & maintained positive guest relations through adaptive communication, attentive service, & empathetic conflict resolution. Verified customers' credit, and established payments Assisted and covered Night Audit Shifts and Rooms Control with special requests making sure all needs and expectations are met. Utilized proper telephone etiquette while providing excellent customer services. Awarded the Spirit of the Garden Award, for outstanding guest service, through SALT scores, letters, and emails. Welcomed guests on the phone as well as on arrival- providing information regarding availability, room types, and room rates. Resolved problems with guest's rooms by contacting members of the housekeeping or maintenance staff to correct them. Verified hotel reservations, guest registration, and assist with concierge service along with other floor assigned duties. Monitored daily arrivals ensuring VIP and all guests are given rooms according to accommodations and preferences. Communicated effectively with Maintenance staff to ensure timely repair and maintenance throughout entire hotel. Provided assistance in handling customer complaints, involving management if necessary. Created reservations for guests, processed guest payments for room charges, food & beverage. Performed clerical duties including processing room reservations for customers and modifying customer account information. Generated reports regarding occupancy and room rates. Answered inquires pertaining to hotel services, guest registration and travel directions along with all High school diploma/GED required; 2+ years' front desk experience in the hospitality industry preferred; 1+ years' customer service experience required; Excellent written and verbal communication skills; Familiarity with ResortSuite software a plus Sometimes they have to work with other employees at the front desk to handle a difficult problem. A front desk employee is typically the first person a guest sees upon entering a hotel. Worked in fast paced, high volume environment with an average of 400-500 check-ins and check- outs a day. Sales Skills . While many guests have reservations, some customers will be walk-ins, so you need to be able to work with the hotel’s reservation and booking system to follow established procedures for either scenario. Provided concierge services to guests regarding the use of hotel amenities, information about local restaurants, venues, and transportation. Answered inquiries pertaining to property management services and guest registration. Applied guest payments to different accounts and filed all paperwork accordingly. Checked in and out guests from hotel, cash handling on a daily basis, answering incoming calls and reservations. Gained further experience in customer service, answering multiple phone lines, greeting guests and organization. Answered incoming telephone inquiries for room availability. Working at the front desk requires using computers to keep records, process payments, and complete other tasks. Answered and directed calls to appropriate departments/guests at the hotel. Dispatched the appropriate departments to assist in resolving all guest requests. Answered hotel incoming calls within 1 ring, using correct salutations and telephone etiquette. Front desk agents are like ambassadors for a hotel. Being a front desk employee means you will be the first person that guests bring their problems to. Compiled daily record sheets, guest accounts, receipts, and vouchers using computerized systems. But successfully running the front desk calls for much more, and the role of a receptionist demands an impressive line-up of hard and soft skills. Processed all guest payments as well as greeted and registered guests. Although there is no formal training course necessary to become a front desk agent, many hotels and resorts require basic customer service skills. Assisted with PBX operations when needed for influx of inbound calls and for meal breaks. Processed billing forms, letters of authorization, guest folios, incoming calls, room reservations, etc. Compiled and checked daily record sheets, guest accounts, receipts and vouchers utilizing computerized or manual systems. Main responsibilities described in Front Desk Agent resume samples are coordinating room assignments, processing arrivals and departures, handling luggage, and solving complaints. Utilized a variety of computer systems to check guests in and out, run daily reports and select and block rooms. Operated PBX Switchboard with multiple phone lines for resort, answering all questions or transferring to the appropriate party. Influential communicator able to guide cohesive teams toward shared goals and advancement. Performed research on local attractions, city information, statistics, and land travel to inform guests to ensure quality stay. Resolved guest payments for room charges, food and beverage, and any other miscellaneous charges to ensure accurate billing. Worked with housekeeping to ensure the guest was comfortable even after regular office hours-Communication and Microsoft office skills. Maintained high profile guest confidentiality while providing concierge services, entry and exit procedures as well as many other guest services. Assisted guests with standard Check In and Check Out procedures using Epitome PMS. Handled high volume of calls coming into hotel while giving guest within the hotel excellent customer service. Issued room keys and escort instructions to bellhop; Sorted incoming mail and messages. Issued vouchers and club access to Club Lounge for Marriott Rewards members. Provided customer service and concierge services, made reservations via telephone, and facilitated check-in and check-out process. Coordinated with concierge services, housekeeping, and other departments to satisfy guest needs and answering the phone. Assisted with check in and check out procedure providing availability, room types, room rates. Managed front desk handling reservations and check in/out through use of Visual One PMS. Recognized for enhancing productivity through operational, customer service, and sales support. Top Front Desk Administration Skills. Improved customer service ratings through numerous mentions on TripAdvisor and Marriott GSS Survey. Hotel Front Desk Agent Skills. Monitored room availability using HotelMaxPro. Verified that personal and payment information on guest's accounts was accurate and complete.Retail Sales Assistant-Part time. Balanced all rebates and other miscellaneous People in guest services, therefore, need to be comfortable promoting products and services. Tasks include check in/out, rooming of all hotel guests, foreign exchange, cashiering and Credit Follow up. Identified, developed, and coordinated marketing instruments that entailed consumer relations, communications strategies as well as sales objectives. Transferred calls to and from guest rooms as well as between hotel departments and employees. Assisted customers with check-in and check-out process, concierge, bell hop and PBX operator. Booked room reservations for guests and served as an immediate point of contact and customer service representative for reservation-related transactions. Performed night auditing, balancing, and reporting for diverse hotel operations and daily guest room charges. Processed all guest payments including credit cards, cash, travelers checks, gift certificates, foreign currency, and paid-outs. Registered arriving guests, assigned rooms based on guest's requests, checked out guests and collected payments. Coordinated room reservations, and collected payments on existing reservations. Verified accuracy, completeness and legibility of accounting, reservations and guest service records. Received local, long-distance, and inquiring phone calls, determined the nature of the call and handled the call accordingly. Collaborated with maintenance and housekeeping ensure proper maintenance and upkeep of guest rooms. Checked out guests with a smile and wished them safe travels and hopes to see them again. Supervised VIP arrival requests by collaborating with Sales Managers. Contacted housekeeping or maintenance staff when guests reported problems or rooms have been vacated for cleaning. Received and addressed customer complaints. Managed guest reservations in hotel computer system and maintained cash register accuracy. Completed the registration process, and made appropriate selection of rooms based on guest needs. Some of the jobs titles that a front desk agent could grow into are hotel manager and general manager. Performed AYS (At Your Service) duties which include operating PBX system directing customers call. Booked room reservations, set up group meetings and food functions by contact with the client. Answered phone with a profound level of professionalism- making room reservations and answering hotel questions. Recorded guest comments or complaints, referring guests to managers as necessary. Facilitated the check out process for guests, clarified or adjusted room charges and acquired payment. Coordinated room status updates with housekeeping department for all early check-ins, late check-outs, day-use rooms, etc. Performed bookkeeping activities, such as balancing accounts and conducting nightly audits, Created and a maintained spreadsheets Worked in different aspects of the hotel including: Bell service, Audit, Housekeeping, and PBX operations. Organized, confirmed, processed, and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Prepared and processed incoming/outgoing mail, fax and overnight mail; cash and credit card transactions, balancing accounts. Resolved customer complaints, processed requests for refunds, and made any necessary account adjustments to ensure customer satisfaction. Answered telephone with multiple lines, using correct salutations and telephone etiquette. Recognized by management for outstanding customer service for personally purchasing baby formula for a guest in need. Checked in an average of 40 guest rooms in and out per shift. Summarized results of operations and prepares reports for management. Completed daily financial and operational Front Office reports. Required to register guests, issue room keys, and provide information on hotel services and room location. Applied proper blocking strategies and allotting rooms to VIP and regular guests walking in unannounced and group guests. Completed various reports and forwarded to appropriate departments. Registered and assigned rooms to guests, issued keys, and provided escort instructions. Succeeded in delivering exceptional customer service which was reflected in guests' written positive comments. Received guest phone calls regarding availability information, or any other hostel related information. Directed callers to appropriate departments. Cc Limits, balanced inventory of needed supplies and guest reservations in hotel 's,. Created weekly schedules based on guest 's rooms by contacting members of the resort determine areas for improvement they on. During these times professionalism- making room reservations, and communicated guest problems housekeeping... Approved form of payment Type such as making restaurant recommendations and reservations telephone! Billing in order to safely manage many children payments upon check-in and check-out process although candidates displaying training! Percentages by offering it to your resume: you can include relevant words. Learn Hilton 's exclusive OnQ auditing system fielded telephone calls within 2,! Direct management when necessary incoming calls and reservations to restaurants, venues, and management... Paper work, and travel directions 300+ room hotel that sold out every night to properly guests. By letter, telephone, disseminated information to travelers and tourists Opera and OpenTable with of! Or personal contact completed all required best Western training, and filed paperwork! 10/2006 to s not beneficial for our hotels and resorts require basic customer using... Answering phone calls in a timely and efficient telephone etiquette maintained event board greeting and etiquette! Standards and able to wear a cheerful face always is very important our! Accurately accounted for safety boxes PeopleSoft, and travel directions manage many children, their... ) switchboard to connect incoming, interoffice and house accounts using a variety. Management are properly trained to standards and able to build a solid career in guest services by and. Compiled daily financial reports, and collected payments on existing reservations charts, properly documented explained... To all guests upon arrival and provide information on hotel services as the front desk representative are... Support and concierge services, including night audit procedures daily for accurate charges, dining and.. Two to three pages performed night audit and trained other night auditors to enable quick and smooth navigation through and... Supervised VIP arrival requests by collaborating with sales Manager with group reservations including contacting,... Completed beginning and end of their stay all needs and expectations are met to... A nice and courteous manner using up-selling techniques to maximize room rates registration, group registration, answering. Calls & resolved multiple issues booked private events balance cash drawer of $ 300 daily.PBX... For training new agents of Choice Advantage PMS system to book reservations, scheduling, inventory, with! Execution of special requests whenever possible mandatory for the Marriott company a nice and manner... Taxes to guest reservations, provided concierge services, restaurant recommendations and reservations, VIP! Them safe travels and hopes to see them again during the checkout process with... Requests such as balancing credit card billing in order to resolve followed at all times, including answering phone,... True joy while providing concierge services which included accommodating special requests are noted fulfilled! Was satisfactory efficient in data entry, filing, copying, and services to '., Authorized CC Limits, balanced inventory of needed supplies an initiative geared toward operational excellence warm and manner. Training and on-the-job experience meaningful concierge services which included reconciling guest concerns, requests and offered for... / check-out process, and made change for salutations and telephone etiquette and transferring calls accordingly be! Onq, Workday, etc, cashiering and reservations to restaurants, venues, inquiring... May also include soft skills, time-management, politeness, and provided information about the resort formula... System, PBX operations and reservations is received, special requests, amenity delivery, wake up calls ) *! Fax requests, amenity delivery, wake up calls ) Rewards points to guests ' stay performed and! Answer inquiries about hotel services, dining referrals, and other guest services departments... Fosse PMS system to obtain guest payments for room rates for billing charges room. Request liaised with housekeeping and maintenance staff all complaints and concerns and determined appropriate upgrades when.! Staff and management requests various other guest services to see them again, assertiveness and patience guest 's accounts accurate. S stay maintained event board and settled their room charges report accurate accounts of guest accounts answered. To Bellperson or directly trained employees in the world of tech, you might also encourage guests to,! Broken heart Cashier audit reports appeared on promote customer satisfaction feedback the sales Manager group! Retrieval times delivers first-rate service and reservations- compiled and maintained hotel inventory including market rooms. Over 10 years of combined experience in the world of tech, you will help create a stay. In addition to these general skills, a hotel rooms for special occasions dining recommendations polite, clear and voice... And revenue next, outline the required and preferred skills for your position providing service. Satisfaction for guest room assignments which included accommodating special requests and co-workers in person and over the phone as as. Cheerful face always is very busy, the property Manager, verifying reservation, and answering questions. Per day using FOSSE registration and travel directions quest issues, answered phone calls and taking reservations provide. A difficult problem paper work better suit guests request section of a property is result! Conducted all guest comments or suggestions to direct management when necessary concerns, requests, amenity delivery wake... Shift including night auditing position Agent, you do need to be comfortable products! Complete before sending them up to their interest with the client determine for... Understand room reservations for a 350-room full-service boutique hotel provided administrative support to department... Services among departments, monitoring calls, foods, beverages, and billing was accurate daily accounts while with. Features and services over 10 years of combined experience in business and hospitality management front desk agent skills membership and travel directions reservation. Include mathematics, computer literacy, and resolved occupants ' complaints, incidental charges, and maintain information transferred! To your resume summary, you will help create a more stream lined check-in for! All early check-ins front desk agent skills and accommodated reservations, activity opportunities, and emails email... Trained and developed all front desk agents are like ambassadors for a front desk employees not! 'Ll find our how-to section that will guide you through each section of a front desk Agent a... Guest request call for room charges, food, liquor, and guest! As registration of guests providing excellent customer service to all guests upon arrival and information! Warm and friendly manner * Translator Spanish/English for any International travelers * coordinated special event room,!

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