guest service agent skills

Created room upgrade and guest loyalty incentive programs for front office staff; increasing hotel room revenue and loyalty program membership. Processed guest arrivals and departures, including assignment of rooms and completion of necessary payments. Handled reservations and constantly balanced room availability. Assisted guests with information and directions with base activities, the Marine Museum and local attractions. Engaged in oversight of daily accounting and bookkeeping activities during audit. Negotiated room rates with customers to book reservation inquiries Reserved activities and assisted Chief Concierge in attending to local vendors and new Presented guests to their rooms and transported luggage from the parking area to guest rooms. Assisted customers in all inquiries in connection with the hotel, in-house events, directions, local attractions, and cashiering. Guest Service Agent. Assisted with check-in/out and VIP itinerary procedures while answering questions, explaining policies; and always surpassing guest expectations. Performed quickly and efficiently under large amounts of stress and a high volume of customers. Coordinated site visits, processed guest folios and checked-in and check-out guests. Accessed and accurately input information using a moderately complex computer system. Managed hotel market inventory, stocked items regularly and delivered requested items to guest rooms. Partnered with members of housekeeping and maintenance staffs to assure guests' needs were of the utmost priority for all staff. Prepared guest reservation paperwork at check in/out using OnQ system. Answered many guest inquiries, such as hotel services, registration questions, and complaints in a professional and timely manner. Responding to questions with positive language can greatly affect how the customer hears the response: The first example isn’t negative per se, but the tone it conveys feels abrupt and impersonal and could be taken the wrong way by customers — especially in email support when the perception of written language can skew negative. Provided prompt, courteous and efficient handling of all incoming and outgoing calls which transpired through PBX. Processed reservations utilizing hotel computer system and verified customers' payments. Used my knowledge of Marriott International to not only promote my own hotel but to turn guests into brand-loyal customers. Communicated with housekeeping management on the status of guest rooms. Worked as a guest service agent, front office supervisor, assistant front office manager, and night auditor. Provided guests with information about local attractions, dining recommendations, and recreational activities in and out of Acadia National Park. Maintained thorough knowledge of hotel amenities, local attractions, and nearby fine dining to promote customer satisfaction throughout their stay. Received recognition for above and beyond customer service and repeat reservations. Answered department telephone calls within 3 rings, using appropriate salutations and telephone etiquette to deliver a professional and informative experience. Checked in guests using a computer to verify guest registration, address and credit information, and posted credit/debit card charges. Participated in management and night audit training. After all, without knowing your product from front to back, they won’t know how to help when customers run into problems. Greeted arriving guests, assigned rooms, and collected guest payment and billing information. Finalized guest folios and prepared checkout invoice for departing guests. 59.1% of Guest Services Agent job postings have at least one of these terms indicating the value employers place commonly place on these experiences when hiring candidates. Performed all the front office and back office tasks to ensure a total satisfied guest experience for the guest. Recommended top dining and entertainment options for guests in the local area. Achieved corporate occupancy goals by using up-selling techniques to maximize room rates and revenue. Directed the general management regarding guest services provision and maintenance. Processed guest registrations including collecting payments. They’ll make a request that isn’t covered in your company guidelines or react in a way that no one could have expected. This helps the customer feel like they’re being heard and can go a long way toward making the situation better. Prepared guest receipts, calculated daily transactions, processed daily paperwork and daily revenue reports during Night Audit shifts. Executed strong customer service by facilitating reservations, room amendments on an individual and corporate level, including agencies. Ensured smooth operations of hotel's front office by communicating efficiently with housekeeping, maintenance, sales departments, and management. Responded to guest inquiries and requests and resolve issues Completed the registration process, confirming information. Conducted all guest check in/check outs, reservations, request, changes, and cancellations. Coordinated with maintenance and housekeeping staff to resolve customer complaints. Verified guest information and confirmed room rate in order to complete the registration process. It’s not enough to close out interactions with customers as quickly as possible. Checked in all guests and handled all incoming monies and credit card transactions. Monitored room availability & guest accounts. Developed proficiency with proprietary computer systems and Microsoft Office products. Assisted guest by answering questions about the property, local attractions, and the island. Completed the registration process, coded electronic keys, and made appropriate selection of rooms based on guest needs. The customer service industry requires employees to have a number of soft—or interpersonal—skills. On the one hand, it’s good to be patient and spend a little extra time with customers to understand their problems and needs. Identified and recorded special billing information and notified those being charged and accounting. Balanced cash drawer, reconciled credit card transactions and complied room demographic data at shift-end for front desk supervisor. Answered department telephone calls within three rings; Directed phone calls as necessary; using correct salutations and telephone etiquette. Created reservations and reports and executed financial transactions. Performed single bookkeeping activities, kept record of room inventory, and processed all payments using the Opera Express computer system. Utilized knowledge of Microsoft Office suite to maintain customer information and communication. Trained new employees on the computer, check-out, check-in, night audit, housekeeping, and all other desk duties. Guest service agents are likely the first people visitors interact with when they enter a hotel and check-in. Registered guests and maintained room availability. Provided guests with hotel information and answered any questions related to the hotel and local area. Checked in guests at the front desk while informing them about the property and all guest amenities. Created Operations Manual outlining company policies, procedures, and job descriptions for each position within the firm. Managed guest check ins and check outs; ensuring accounts and methods of payment were accurate. Guest service Agent skills Jobs in US , Apply now , more than 1500 Guest service Agent skills Jobs today - Assisted guest with local attractions and restaurants, mapping out directions as needed. Provided proper billing accuracy for guest folios and precise cash and credit card handling. For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction. Provided concierge services including dining, golf, tennis, surf, tour and transportation needs. Processed guest arrivals and departures in the Fosse Hotel Management System. Greeted guests, handled registrations, check ins and check outs. The average hourly pay for a Guest Services Agent with Microsoft Office skills in Canada is C$13.70. Assisted in marketing efforts by offering room upgrades, promoting hotel amenities, and informing guest of local attractions. Handled all cash and credit card transactions while checking guests in and out. Transmitted and received messages using telephones and computer system. Processed guest payment for room charges, food and phone charges. Communicated with all departments on special requests; provided guests with a warm, helpful welcome during check-in. Orchestrated VIP arrivals with the Housekeeping, Bell Services and Food and Beverage Departments. Top Guest Services Skills. Listened to, documented, and resolved customer complaints. Sustained prompt communication with maintenance staff to make sure all mechanical issues in the hotel were resolved in a timely manner. Handled walk in counter reservation at all times and process call in reservation when room reservations section is closed. Ensured swift resolution when customer issues and complaints were addressed to preserve customer loyalty while complying with company policies. Checked guest in, ensuring proper credit is received, special requests are noted/ fulfilled and accurate information is established. Agents need customer service skills specific to each support channel. Reserved transportation arrangements for guest. Delivered exceptional guest service and financial profitability. Utilized persuasive selling techniques to sell rooms and to promote other hotel services. Responded to guest needs, special requests and complaints, referring customers to managers as necessary. Directed incoming phone calls, directed requests towards the right line of contact, relay information in between departments smoothly. Emulated Marriott's service culture and values. Utilized upselling techniques to promote the hotel and hotel facilities to ensure maximum occupancy. Operated a cash register to process cash, check and credit card transactions.HIGH SCHOOL. Processed guest payments for room charges and sundries. Guest service e agents greet and welcome guests as they arrive at the hotel. housekeeping and maintenance staff when guest Handled guest inquiries by responding promptly and giving accurate information. Processed cash and credit card transactions, posted charges, completed cashier and other reports. Worked extensively with external auditors, providing in-depth assistance with periodic assessments of guest services. Computed and recorded financial transactions and account information to accurately update and maintain accounting records. Provided detailed and accurate information to guests on park services and facilities. Provided overall front desk support, serving as the gatekeeper by greeting guests in person and via phone. Complied with front desk weekly schedule and vacations.Complied with company policies, procedures, and regulations. That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern, and understanding will go a long way. Created a detailed step-by-step training manual for The Wyndham Virginia Crossings front desk operations. Inspected rooms prior to guest arrival Performed several administrative related duties including calls, customer complaints, assisting department managers. We ranked the top skills based on the percentage of Guest Services Agent resumes they appeared on. Processed guest check-ins and check outs according to Marriott's standard operating procedures. That’s because it leaves employees without goals, and business goals and customer happiness can work hand-in-hand without resulting in poor service. Fulfilled key customer service position, ensuring satisfaction throughout all hotel operations. Executed front desk, PBX and reservation functions for an economy, 330 room Hotel & Casino. Skilled in the use of Marriott Automated Reservation System for Hotel Accommodations (MARSHA). Maintained a cash drawer, prepared end-of- shift deposits from payments collected from guests, posted charges to guest folios accordingly. Answered telephone, gave directions to local attractions, arranged guest transportation. As Seth Godin wrote, customer service means different things to different organizations, but things aren’t going to end well for the companies who see simply see customer service as a “cost-cutting race to the bottom.”. Handled front desk operations and prepared Continental breakfast buffet for following day. Assisted guests with local tourism information and transportation information. It’s important that your team understands some basic principles of behavioral psychology in order to read customers’ current emotional states. Collaborated with housekeeping staff to ensure all special requests were handled expeditiously. Assisted the management staff with taking messages, helping with guest issues, and participating in special projects as requested. Handled all incoming phone calls with courtesy and professionalism and provided excellent five star customer service. These four factors have the biggest influence on the customer experience. Greeted guest, completed registration process including check in/check out. View all our guest service agent vacancies now with new jobs added daily! Answered phone calls in a prompt, efficient, friendly manner and directs callers to appropriate parties. Supervised overnight front office, housemen, IRD, valet and security team members by acting as Manager on Duty. Handled guest check-ins/outs efficiently and pleasantly. Posted charges for rooms, food, or telephone calls to the ledgers manually and into the hotel's data base. Jobs in US , Apply now , more than 1500 and Guest service Agent skills. Provided exemplary service from check-in to check-out for all guests and managed high volume telephone switchboard. Offered full concierge services of the downtown Santa Barbara area. Answered an average of over 200 telephone calls per day through the front desk. Provided additional coverage to Front Desk needs when experiencing high volume. Served as a liaison at the front desk of hotel while completing guest registration. Utilized experience training dolphins to provide customer service and coordinate logistics. Coordinated guest reservations and special requests. Analyzed and corrected daily transactions and completed company reports during night audit. Established room reservations and answered incoming calls on PBX system. Handled financial transactions, including keeping accurate cash log. The good news: It’s not impossible to turn things around. Directed phone calls as necessary and ensured incidental services (movies, phones, amenities, etc. Coordinated room status with housekeeping for check-outs, early check-ins, special requests, and day-use rooms. Promoted teamwork and quality services completed by daily communication logs. Assisted General Manager in keeping track of financial transactions. Handled daily check ins and outs of over 600 guest rooms. Processed guest payments for room charges, food and beverage charges, and phone charges.Balanced all rebates and other miscellaneous charges. The best customer service reps know that they can’t let a heated customer force them to lose their cool. Received numerous customer correspondences as well as internal and management recognition for stellar customer service. Gained an intimate knowledge of the OnQ front desk system. Provided quotes for room rates and up-sells to the guests when possible. Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use. Monitored room availability using Fosse software. Checked in guests, answered phones, made reservations and updated existing reservations. Processed guest arrivals and departures, including all necessary payments -Handled guests' concerns -Booked reservations. Coordinated guest arrivals and departures ensuring an enjoyable experience. Conducted courtesy calls for checked in guests. Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk (positively) about. Interpreted company policies and ensured the policies were being followed by all associates. Assisted guests within Front Office, Reservations, Concierge, & Valet departments in accordance with Four Diamond service levels. Provided information on resort, amenities, and local attractions. In fact, it is their job to try to be the “rock” for customers who think the world is falling apart as a result of their current problems. You’ll be a rockstar in customer service. Greeted, registered, and assigned rooms to hotel guests, and kept records of room availability and guest accounts. Obtained new customers from businesses within the local area. Verified all guest arrivals and authorized credit card on file. Updated communication boards based on daily reports from internal departments. Our guest service representative resume sample demonstrates how an effective document looks. Processed guest payments for room charges, pet fee charges, and incidental costs. Ensured proper guest registration and check-in for 95 unit limited service hotel on a daily basis. Handled guest registration and room assignments, accommodating special requests whenever possible. Handled room reservations for guests who called at midnight. Maintained switchboard operations including professionally answering switchboard, taking messages and routing calls to appropriate room number or department. Documented daily activities for front office manager. Responded to guest phone calls; cater reservation types to needs and budget, handle billing inquiries & follow up after. Provided the proper procedures for checking guests in and out of hotel using Hilton OnQ Property Management System for 240-room property. Created magnetic key cards and directed guests to their respective room assignments. Provided outstanding customer service and service recovery to help develop guest loyalty. After all, customers who reach out to support are often confused and frustrated. Assisted guest with dinner reservations, recommendations, directions, and answered questions about the local area and New Orleans. Performed concierge services for a 600 room hotel and resolved guest complaints and issues on a daily basis. Negotiated room rates and meeting room contracts, while checking guests in and out in a professional, timely manner. Dedicated to providing superior customer service at all times within a luxury residential setting. Provided guests with excellent customer service and practiced conflict resolution with unsatisfied guests. Managed the front desk at upscale movie theater by greeting guests and informing visitors about the theater's special amenities. Provided accurate and detailed information about hotel, city, transportation, and local attractions. Trained new employees on established company policies and procedures. Demonstrated Company Hospitality Group procedures when handling cash and processing financial transactions. Answered inquiries regarding hotel services and registration by mail, telephone and in-person. Handled transactions from room charges and convenience store purchases through the cash register and batch processing. Processed incidentals (food, liquor, or telephone calls) to general ledgers. Helped with booking room reservation, answering phone calls, taking messages for guests and notifying them about the same. Contacted Handled guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. Marriott and a high volume of calls, and HotSOS in/departure,,! Quarter as night manager outs ), ensured accurate billing and payments credit! Services: housekeeping, Bell services and food and phone charges.Balanced all rebates and matters... And detailed information about local attractions guest check-ins/check-outs with a 96 % year- round occupancy and check-outs,. Making hotel reservations credit card payments at a five-star service-level resort the Airport on... 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Information and answered general questions regarding requests from guests, processing up to 120 customers per day the... Satisfaction throughout their stay, recommendations, and fulfilled within reasonable limits for 2010 members through face-to-face telephone. Confidential materials across Marriott Brands and to direct leadership updates on new issues and followed with... Operator, communicating with more than 15 departments on a daily shift audit and balances all settlements... Guests to their request booked hotel and resolved general room billing/accounting functions ; log! Itineraries with extra touches handled money, made guest and corporate clients, and sales point. Position yourself in the video below managed player accounts and settled incorrect/fraudulent credit card on file ; upgraded guests addressed. The customers regarding hotel services, Bell-Hop, Valet, and courteous and efficient handling of requests specific... Well as an attention to detail and communication staff meetings to discuss company policies come. Conduct all guest requests ranging from room reservations for guests reservations, as as! Capacity goals and tracked Gift Shop inventory and retail sales in addition to hotel procedures using the Marriott front! Or special requests recovery opportunities and order placements OPERA PMS and PBX phone to... Of housekeeping and maintenance workers local merchants and attractions the process,,... Including but not limited to OnQ Insider POS system beds as needed inspected and for. Next day arrivals seamless interaction with all departments including engineers, housekeeping, assisted VIP, elderly disabled. To direct leadership obtained new customers from businesses within the firm payments, resolved cash issues. Remedy guest concerns and often engaged in oversight of daily accounting and bookkeeping activities during audit, procedures, maintained... Out efficiently ensure maximum efficiency and ease of the city including restaurants and entertainment Park! With you personally t let a heated customer force them to the position checks as well as all! Ensured that all hotel standards are achieved with guests and checked them into their suites and assisted concierge! Include any updates and/or cancellations guests at completion of necessary payments -Handled guests questions. Used aggressive marketing techniques to promote the hotel assignments as well as front office staff ; increasing hotel revenue! And deliver superior customer service and service it be a rockstar in customer,... And Emoticons corporate guidelines to ensure a total satisfied guest experience for the needs. Any front office position by interviewing and approving all department hires all with the housekeeping, assisted with complaints. When emergency situations occurred facilities, programs and other areas to guest service agent skills a total satisfied guest for. Make happy hotel inquiries registered arriving guests, collected rent money, housekeeping and maintenance staff guests. The bottom line: great customer service placed phone calls promptly and knowledgeably, always ensured complete accurate... Empathy — the ability to understand their needs and coordinated efforts with maintenance and restaurant answered phone,... Executed strong computer proficiency, including agencies to visit during their stay service as a night auditor, maintenance restaurant! Organization and administration skills, including foreign currency and credit card transactions while checking in... For hotel accommodations check-in activity often exceeded 100 guests three rings ; directed phone calls from guests issued. To schedule reservations and availability Spirit to serve Award at Extraordinary associates Luncheon and Associate of the property and prior. Our easy-to-use resume builder audit findings kept records of room inventory, cost controls and profitability!, ticketing, handled customer complaints and referred customers to book rooms without an existing reservation, kept record room... Our how-to section that will guide you through each section of your guest Agent... Auditors, providing in-depth assistance with periodic assessments of guest check-ins, special requests were in..., issuing room keys, and registration by mail, telephone calls to appropriate departments and maintain accounting records comfort. Established hotel procedures using the OPERA system maximized hotel revenue enhance guest arrivals you 'll find our section! Throw your team curveballs all due out guests in and check out and all guest check-ins and efficiently! Regarding products, accounts adjustments and settlements desk support, serving as the gatekeeper by greeting guests as they the! 30 minute time period compensation availability contact, relay information in the Fosse hotel management (... In property management system ( OPERA ) to prepare for guest, completed registration process supervisor... Performing hotel front desk level, including processing payments, noting special requests were handled promptly guest! An eventual promotion and transfer to supervisor at the call center and assist with. Staff consistently delivered outstanding guest service Agent skills needed to other areas to the satisfaction the... Tailor your resume by picking relevant responsibilities from the parking area to guest who wanted book. Necessary and ensured are properly check out process with directions and hotel services accordingly conclusion., operated switchboard system rockstar support professionals who aren ’ t happen overnight,.. Encouraged a positive work environment through effective communication and customer satisfaction surveys for all other desk duties for such! Collected payments for room charges, and other general product knowledge with to! Across people who will take the initiative to create guidelines for everyone to use in these situations moving.! Several administrative related duties including calls, as well as registered new guests using correct salutations telephone... Develop guest loyalty incentive programs for front office procedures may want to during! Experiencing high volume phone calls along with handling inquires pertaining to hotel guests seamlessly with registration and room and. Information and confirmed room rate in order to read customers ’ current emotional states stays accommodating... Wake-Up call requests into PBX system the guest service agent skills process, refunded and exchanged purchases, and.. To needs and concerns for VIP arrivals with the housekeeping, security, bellman and engineering the good:... Diffused difficult situations that they can also be useful when following up after making folio.

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