Compiled and maintained daily record sheets, guest accounts and receipts through both a manual and computerized system. Supervised and coordinated front office reservations. Assisted in other departments when needed including the lounge, guest services, restaurant and PBX operator. Monitored guest comments and feedback to determine areas for improvement. Registered guests into the property manager, verifying reservation, and payment information. Front Desk Clerk Manage front desk tasks for a 350-room full-service boutique hotel. Received and addressed customer complaints. using computerized data systems. Checked in an average of 40 guest rooms in and out per shift. Confirmed reservation via telephone; checked guest in/out Communicated with housekeeping the status of guest rooms. Completed required paperwork including reservations, checking in guests, checking out guests, and disciplinary records. Provided outstanding customer support and concierge services to the hotel's primarily business-oriented clientele. Demonstrated quality and timeliness of reports, attention to detail, customer service delivery and team-player attitude. Answered department telephone calls and transferred to the necessary department. Maintained communication with all hotel staff on the status of guest rooms and for any guest needs. Ensured accurate hotel reservations upon check-in and final billing upon check-out. Checked in and out guests, ran reports, and made changes or canceled guest's reservations at their request. Answered queries regarding the hotel's services, charges, dining facilities, sports Some people that are interested in the hospitality industry begin as guest services employees and then move up to supervisory positions. Monitored room availability, Processed credit card transactions during checkout process. Answered telephones, sent faxes, and made copies in accordance with hotel reservations and management requests. Provided exceptional customer service using the skills provided through training and on-the-job experience. Promoted hotel services and facilities to maximize room occupancy and overall revenue. Worked as front desk, PBX, and made error free reservations for a full sized hotel consisting of 123 rooms. Provided executive-level administrative support to the Front Office management team. Maintained orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean at all times. Provided meaningful concierge services and referred guests to many of Tucson, Arizona's best venues. Balanced all rebates and other miscellaneous Make sure you know the skills that are required for a job as a guest services employee and highlight those skills when applying for jobs. Worked closely with Director of Front Office and Hotel Supervisor in ensuring Forbes 5 star service throughout the Night Audit shift. Performed bookkeeping activities, such as balancing accounts and conducting nightly audits, Created and a maintained spreadsheets Communicated with all departments to ensure maximum satisfaction for guest service. Compiled daily record sheets of guest accounts, and vouchers. Provided professional and courteous customer service when registering and checking out guests, 20 guest s daily and 80 on weekends. Performed all guest service representative functions. Answered and recorded high volume of calls to ensure room reservation and travel plans are met prior to checking in. Applied rewards points to guests' Marriott reward membership to develop customer loyalty and brand image. Used Profit Manager to compile daily record sheets. Received and distributed faxes to guests and appropriate departments within the hotel. Recorded guest comments and or complaints, reached out the guest during their stay to enhance guest experience. Applied proper blocking strategies and allotting rooms to VIP and regular guests walking in unannounced and group guests. Processed all payment types for room charges including cash, checks, debit or credit card transactions. Supervised VIP arrival requests by collaborating with Sales Managers. Those working within the hospitality industry need strong interpersonal and communication skills. Monitored room availability using MARSHA computer program. The hotel front desk agent should be able to greet the traveler full of energy and, if possible, do not reveal the storm inside him/her. Assisted maintenance staff in scheduling room repairs and regular maintenance. Worked in the high volume, fast pace environment of the 450 room hotel that sold out every night. You must either be already comfortable with the software the hotel uses and be able to learn new software quickly. Handled check-in/check-out, made reservations, handled high volume of calls, assisted sales manager with group bookings and assigning rooms. Operated telephone switchboard to answer telephone calls utilizing exceptional telephone etiquette. Registered arriving guests and assigns rooms. Monitored room availability using in house opera system. Processed payment information by running credit cards or taking cash. Performed as integral part of the hotel business by checking in/out guests and other guest relations. A good guest services employee greets every guest with a smile and kind word. Yes, I know that … Checked in and out guests from hotel, cash handling on a daily basis, answering incoming calls and reservations. Utilized computer to retain guest information such as name and length of stay and payment information. Provided efficient quality service and information about local attractions and dining reservations. Answered department telephone calls within three rings, or ten seconds, using correct Compiled and checked daily record sheets, guest accounts, receipts and vouchers utilizing computerized or manual systems. Worked with our guests to help them discover all the hidden gems of Seattle as well as local attractions. Scan a couple of front desk agent job ads and note down the most common requirements. Expedited guest registration by verifying payment and room assignment to ensure guest satisfaction and increased overall hotel score. Advanced in using computer applications for maintaining official data including; Fosse and Opera. Provided quotes for room rates and up-sell the guest when possible; also establish corporate rates for long-term business travelers. Provided telephone, online and face-to-face customer service/support while consistently maintaining active listening and proper telephone etiquette. Involved with meeting and greeting guests while promoting various hotel facilities. Completed guest registration process/check out procedures. Coordinated room reservations, and collected payments on existing reservations. If you can respond promptly and creatively to these challenges, you can give guests a good experience, and you can earn a good review for your hotel despite a difficult situation. Arranged transportation for business services and entertainment Delivered world-class service to hotel guests during registration, check in and out of rooms, and accommodating any special requests. Verified personal and payment information on guest accounts are accurate and complete before sending them up to their room. Dispatched the appropriate departments to assist in resolving all guest requests. Managed guest registration and reservations by providing first-rate service and fostering positive relationships with guests to promote customer satisfaction and loyalty. Developed skills in excellent customer service, always providing for customer satisfaction. Provided appropriate room availability and pricing information. Answered inquiries regarding hotel services and registration by telephone and in-person. Front Desk Agent. Checked in guests, made reservations, provided customer service by telephone, disseminated information to travelers and tourists. Maintained the front desk area in a clean and professional manner. These problems could be minor, such as a request for restaurant recommendations. Coordinated with concierge services, housekeeping, and other departments to satisfy guest needs and answering the phone. Performed all operational phases of Guest services including serving as Night Auditor and Cashier as well as assisting with guest registration. Conducted nightly audits * Recorded guest comments/complaints referring to managers as needed. Handled all reservations, incoming phone calls and inquires, retail sales, ticket sales and gift card sales. Processed guest payments for both cash and credit transactions. Followed up with appropriate departments to ensure resolution, and then followed up directly with the guest to ensure satisfaction. Operated the public board exchange ensuring accurate communication of information and guest request to all relevant departments. Answered questions regarding Hotel and Room Rates, while maintaining knowledge of current sales and Hotel promotion Sales. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Responded to inquiries regarding hotel reservations, the property and amenities, and billing and payments by telephone and in person. Answered telephones/PBX with proper telephone etiquette and directed calls accordingly. Communicated directly on reservations, billing and concierge services ensuring guest satisfaction. The demand for hospitality-related services is growing worldwide. Provided courteous and efficient telephone etiquette while ensuring accurate information to the guest's inquiries. Collaborated with maintenance and housekeeping to improve communication between departments and increase guest satisfaction. Mastered ability to work every shift including night auditing position. Maintained cleanliness and presentation of front desk area and office space. Helped guests complete registration cards and then assigns rooms and individual beds. When guests depart, the agent is typically the person who settles their accounts before they leave. Assisted with PBX operations when needed for influx of inbound calls and for meal breaks. Provided excellent customer service and formed rapport and business relationships with guests. Scheduled patients appointments, collected payments for services rendered, directed calls to appropriate departments, checked patients in and out. Performed high-quality Front Office service and tasks in a high-paced professional environment. Checked in/out guests, handled guest issues, answered phone calls, made reservations, made guest feel welcomed. Communicated hotel services and promotions. Reviewed accounts and charges with guests during the check-out process and handled both cash and credit card transactions. Provided essential reports for front office operations. Increased communication skills, time-management, politeness, and patience. Utilized Opera PMS Software to check guests into and out of the hotel frequently. Ensured proper credit card procedures were followed at all times, including verification of payment methods against proper identification. The front desk position at a hotel requires many different skills, and the details can vary depending on how the hotel is organized and what kind of guests the hotel serves. Answered department telephone calls within 3 rings, using correct salutations and proper telephone etiquette.Monitored room availability using On- Q Software. Monitored room availability using Mirage and RoomKey reservation systems. Important Hotel Front Desk/Guest Services Job Skills, Review and Use these Example Hotel Front Desk Resumes, Here Is a Comprensive List of Phlebotomy Skills to List on Your Resume, Check out This Extensive List of Customer Service Job Titles, How to Prepare for Common Receptionist Interview Questions, These are the Skills Needed for TV/Film Production Jobs, Want to Be a Medical Assistant? Checked in guests with rewards accounts, answered phone calls, worked night audit, made breakfast in the mornings. Tasks typically involve checking in and checking out guests, taking reservations, and answering any questions guests may have.. Maintained systems to accurately reflect hotel room rates and availability. Processed all guest payments as well as greeted and registered guests. Processed guests check in, check out and room assignments through PMS and MARSHA. However, the hiring manager will value hard skills more (e.g., typing speed, invoicing), … Increased hotel reservations by utilizing suggestive selling techniques, in person and over the phone. Performed all aspects of customer services including reservations and processing guest payments. If one of your highlighted skills matches one on your list, add it to your front desk resume! Trained front desk staff on Fosse systems and hotel procedures. Maintained close communication with maintenance and housekeeping to coordinate any additional services guests may need. Completed the daily Night Audit paperwork cautiously checking revenue numbers and credit card transactions making sure all is well. Front desk agents work in different sectors including the hospitality and travel sector where their job description entails receiving each customer and guest that walks into the organization. Provided concierge services during peak hours; provided administrative support to Front Office Manager and General Manager. Handled a high volume of calls & resolved multiple issues Booked private events Balance cash drawer & hotel paperwork. Greeted and registered guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates. Greeted, Registered and assigned rooms to guests of hotels Issued room keys and escort instructions to bellhops. Assisted in booking room reservations, answered hotel phone calls and notified guests of any messages. Issued room keys and escort instructions to bellhop; Sorted incoming mail and messages. Processed, compiled, and checked daily record sheets, receipts and internal hotel billing. Directed visitors to local attractions and provided direction assistance. Reserved reservations, as well as transferring information into hotel computer system during check-in. 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