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. 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