front desk agent skills

They also have to store any luggage as needed by guests. Served guests with there needs such as travel directions, dining reservations, activity opportunities, and luggage to there room. Returned to CollegeFront Office Administration; Guest Services/Guest Relations; Reservations; Some Accounting. Managed multiple phone lines, provided concierge services, met sales goals, and sold room upgrades. Transferred all phone calls regarding memberships to a sales representative and provided excellent customer service Programming and Software Skills. Applied rewards points to guests' Marriott reward membership to develop customer loyalty and brand image. Checked out guest in the system and settled their room charges and incidental bills. Worked with maintenance staff weekly to ensure that requests were completed. Prepared payroll, oversaw payment of travel agent commissions, negotiated credit card disputes, and performed night audit tasks. Learned the FOSSE system During check-in, a front desk agent will verify a guest’s method of payment and run a background credit check. For example, 19.1% of Front Desk Agent resumes contained Guest Service as a skill. Highlight front desk agent skills from their job requirements—those are the best resume keywords to add to a resume. Received hotel reservations and allocated rooms to make sure 1200+ guests enjoyed their stay. Checked in guests, answered phones, and responded to electronic reservations for the 200 room hotel. Created an arrival and departure experience by greeting guests in a warm, friendly and professional manner. Resolved customer complaints and received telephone reservations and inquiries. Created and managed various types of hotel reservations and transportation reservations with a third party company. Completed designated cashier and closing reports in wed, Microsoft, MARSHA FOSSE computer system, PBX operator phone system. Managed monetary transactions along with credit card transactions. If one of your highlighted skills matches one on your list, add it to your front desk resume! Inspected guest rooms and wrote up daily maintenance reports Accomplishments -Wrote training materials for new hires. Entered reservation information into the computer system. Highlight Skills in Your Cover Letter: In the body of your letter, you can mention one or two of the required skills and give a specific example of a time when you demonstrated each skill in the workplace. Facilitated efficient registration and check out experiences for hotel guests, including VIPs, high-end clients, and corporate groups. Gained extensive training in the Hilton OnQ property management system and used computer skills daily. Answered inquiries pertaining to club guest registration, membership and travel directions. Tracked and managed reservations, billing discrepancies, payment authorizations, and special requests for individual guests and group customers. Processed payment information by running credit cards or taking cash. Monitored room availability throughout the day and ensuring efficient utilization and booking. Used MARSHA and FOSSE system to assist with all reservations. Accommodated special requests whenever possible. It’s not beneficial for our hotels and it’s definitely not good for guests. Handled accounts receivables postings and was responsible for accounts payable and balancing the checkbooks using FOSSE. Operated PBX to include guest requests and inquiries of hotel amenities and accommodations * Created personal guest reservations. Attended to and resolved guest comments, complaints, and needs. Here are five characteristics of a good front desk officer: 1. Received and distributed faxes to guests and appropriate departments within the hotel. Add Relevant Skills to Your Resume: You can include relevant skill words in your resume. Executed daily registration for guests and assigns rooms. Booked room reservations, set up group meetings and food functions by contact with the client. Greeted walk-in customers, addressing their needs, and handling registration process. Restored organization to vehicle and operational records which accelerates data input, processing and retrieval times. Worked with operational departments to ensure execution of special requests. Provided Customer-Focused care during guest registration during check in, check out, and other requested hospitality services. Started as a guest service agent performing all check in and check out responsibilities as well as answering numerous guest inquiries. Performed miscellaneous administrative tasks, such as filing, copying, and organizing front desk area. Maintained close communication and relationship with other departments and property management team to ensure seamless service for guests. Assisted in booking room reservations, answered hotel phone calls and notified guests of any messages. Managed operations in accordance with budget requirements. Issued room keys and escort instructions to bell persons. Handled guest check-ins and check-outs appropriately and managed the registration process. Provided communication throughout all facility departments to assist in the flow of operations. Completed the registration process, and made appropriate selection of rooms based on guest needs. Processed reservations, using the computer system to provide management with status reports, and providing superior customer service. Front Desk Job Description. In addition to these general skills, a Hotel Front Desk Agent … Demonstrated patience and ability to proactively resolve conflict by creating peaceful solutions in various arguments and fights with hotel guests. Handled credit/debit card, cash, and check payments for guest room charges, incidental charges, and gift shop sales. Performed data entry according to operating procedures, and maintain information and communication with customers. Assisted guests with additional needs, such as driving directions, dining referrals, and information about local attractions. Facilitated hospitality functions by delivering guest service in a professional environment. Accommodated guests requests for housekeeping services, engineering services, as well as valet and concierge services. Resolved customer complaints in accordance with hotel guidelines and ensured positive client feedback. Answered department telephone calls within Number rings, using correct salutations and telephone etiquette. Front Desk Resume—Sample and 25 Tips (+Objective & Skills) Front Desk Resume—Sample and 25 Tips (+Objective & Skills) You make the company look good, meeting, greeting, and solving problems with efficiency and a smile. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits. Generated daily reports (number of arrivals, departures), identified any special requests and ensured accuracy and efficiency. Greeted guests, directed phone calls, made room reservations, and delivered outstanding service. Used proper telephone etiquette to answer department and all other telephone calls in a proper and professionalmanner. Dispatched the appropriate departments to assist in resolving all guest requests. The good ones are friendly, knowledgeable, and resourceful. Your job will be to resolve the problem if possible or figure out who to call to get it solved. Handled inquiries of hotel services, guest registration, shopping, dining, entertainment, and travel directions. It’s true. Registered arriving guests, assigned rooms, and answered guests' questions on hotel services and other matters. PayScale. Operated PBX Switchboard with multiple phone lines for resort, answering all questions or transferring to the appropriate party. Balanced daily accounting paperwork and operated ONQ computer systems. A good guest services employee greets every guest with a smile and kind word. Influential communicator able to guide cohesive teams toward shared goals and advancement. Provided guest registration for check-in, checkout and relocation, promoted guest relations and special services for guest. Mastered night audit and bookkeeping activities such as balancing credit card accounts and cash drawers. With May 10th marking National Receptionist’s Day, let’s take a closer look at the top seven receptionist skills that can go a long way to ensure the workplace runs like a well-oiled machine. Posted room charges and ensuring that amount are correct and balance between system and room charges report. Answered department telephone calls within 3 rings, using correct salutations and proper telephone etiquette.Monitored room availability using On- Q Software. 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? Greeted, registered, and assigned rooms to guests of the hotel Performed simple bookkeeping activities, such as balancing cash accounts, Greeted, registered, and assigned rooms to guests Verified hotel reservations, guest registration, and assist with concierge service along with other floor assigned duties. Communicated with appropriate departments to satisfy guests' needs. Front desk employees often have to work with others. Verified that personal and payment information on guest accounts was accurate and complete. handling policies and procedures for Hilton. Introduced guests to property, familiarized them with local activities, and collected payment information. Used Profit Manager to compile daily record sheets. Necessary technical skills include mathematics, computer literacy, and knowledge of organizational protocols and requirements. Provided exceptional customer service -Responsible for dispatching housekeeping, engineering, and bell services -Completed Night Audits. Checked in guests and handles quest issues, needs, security, and light maintenance. Ensured delivery of mail, packages, special deliveries, and faxes to guest rooms. Answered department telephone calls using correct Computed bills, collected payments and made change for salutations and telephone etiquette. Worked in fast paced, high volume environment with an average of 400-500 check-ins and check- outs a day. Maintained close communication with maintenance and housekeeping to coordinate any additional services guests may need. Exceeded expectations regarding guest services, transitioning hotel ownership and vendor relations through consistent communication. Registered arriving guests, assigns rooms, and checks out guests at the end of their stay. Provided efficient quality service and information about local attractions and dining reservations. Appointed as a chairperson for associate welfare committee at Courtyard Marriott, Dubai. Performed accounting responsibilities -compiled daily record sheets, Cultivated loyal customer relationships by providing excellent customer service, addressing concerns and issues in a timely and professional manner. Coordinated with housekeeping to ensure all special requests were handled appropriately. For example, 19.1% of Front Desk Agent resumes contained Guest Service as a skill. Assigned primarily to ensure timely service and VIP treatment to hotel guests for this luxury hotel chain. Verified customers' credit, and established payments Handled customer complaints and concerns with professionalism and efficiency. Performed regular guest check-in and check-out services and concierge services, including tours, transportation, and dining. Compiled and checked daily record sheets; guest accounts and receipts using online business systems. Referred guests to appropriate departments to resolve complaints or provide suggestion. Provided concierge services such as directions and dining recommendations. Performed multiple standard front office duties with diligence such as sending and responding to emails, faxes, scheduling, etc. Pleasant Demeanor. Processed, compiled, and checked daily record sheets, receipts and internal hotel billing. Answered all phone calls, made reservations and handled over the phone credit card transactions. Greeted all guests as they enter the lobby, answered phone calls, and fulfilled any guest requests during their stay. Detailed guest service responsibility including PBX operation, Transportation services and Resort Activity. Addressed guest comments or complaints, at a proper timely fashion as necessary. Maintained high profile guest confidentiality while providing concierge services, entry and exit procedures as well as many other guest services. Print and file the hotels paper work. Provided appropriate room availability and pricing information. Supported sales managers in gaining customer satisfaction by performing administrative duties related to guest and hotel communications sales and branding strategies. Provided concierge service to all VIP hotel guests that included restaurant reservations, city tours, and car services. Although there is no formal training course necessary to become a front desk agent, many hotels and resorts require basic customer service skills. Worked closely with front office and night managers on daily documentation and administration. Answered five incoming phone lines transferring to 300 extensions, handled customer complaints, checked guests in and out. Answered telephone calls within two rings, using correctsalutations and telephone etiquette. Your Front Desk Agent resume should not go beyond two to three pages. Received guest phone calls regarding availability information, or any other hostel related information. Compiled data through Fosse systems with up-to-date information on guests in-house while anticipating changes in guests' stay. Answered incoming phone calls while greeting guests as they came in. Tech-savvy highly accurate and efficient in data entry and general operations. Operated telephone switchboard to answer telephone calls utilizing exceptional telephone etiquette. The demand for hospitality-related services is growing worldwide. When guests depart, the agent is typically the person who settles their accounts before they leave. Created new reservations for walk-in guests; generated accurate quotes, ensured guests understood cancellation policy. Performed all aspects of customer services including reservations and processing guest payments. Provided customer service and concierge services, made reservations via telephone, and facilitated check-in and check-out process. Settled guest, master, and VIP accounts using a wide variety of payment options while maintaining crucial fiduciary confidence. Recorded guest comments or complaints referring customers to managers as necessary. Exhibited a willingness to satisfy every guest request or concern in accordance to Marriott International Standards. Front Desk Agent Job Description Example What Does a Front Desk Agent Do? Processed payments for hotel reservations. Front desk agents provide many guest services, working in the lobby or reception areas of hotels, motels, resorts and other accommodation facilities. Assisted a high volume of guests providing excellent customer service, answering telephone calls promptly and transferring calls accordingly. Answered telephone with multiple lines, using correct salutations and telephone etiquette. Answered telephones and notified maintenance staff of guest problems. Posted charges to guest rooms and house accounts using the property management system. The primary responsibility of a front desk agent is to greet guests and get them checked into rooms. Answered department telephone calls within two rings. Skilled in FOSSE, night audit, training, and inventory. Monitored guest comments and feedback to determine areas for improvement. Worked directly with customers to make room reservations over the phone and in person. Answered department telephone calls within three rings, or ten seconds, using correct Welcomed guests on arrival and provide information regarding availability, hotel policies, and local attractions if interested. Handled high volume of calls coming into hotel while giving guest within the hotel excellent customer service. Answered department telephone calls within three rings, usingcorrect salutations and telephone etiquette. Conducted nightly audits * Recorded guest comments/complaints referring to managers as needed. Communication is critical for hotel front desk and guest service employees. Handled money along with credit cards, printed VIP player's cards/comps, and accommodated guests' request. Provided concierge services and prepared deluxe continental breakfast. Booked room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Verified guest's method of payment and adhered to proper credit, check-cashing and cash Adaptable and efficiency-oriented Front Desk Agent with over 10 years of combined experience in business and hospitality management. Processed all cash and credit card transactions, posted all charges, and generated necessary reports for management. Processed guest arrivals and departures, including all necessary payments. Worked independently to register guests into the computer system by making reservations and processing check in and check out procedures. A front desk agent does not need any experience but should have a high school degree or GED equivalent. Provided exceptional customer service to all guests upon arrival and departure. Top Front Desk Agent Skills. Coordinated room status updates with the housekeeping department. Managed evening lodging and guest reservations using Hilton's OnQ Property software. Resolved service-related problems in a timely manner Verified that personal and payment information on guest accounts was accurate and correct. Skills : Customer Service, Cashier, Communications, Organizational, Microsoft Word, Type, 10-key, Call Centre, and Time Management. Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette. Involved with meeting and greeting guests while promoting various hotel facilities. Maintained general office procedures and assisted with guest registration and inquiries. 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. Assisted in all front desk functions: phone calls, room reservations, guest issues. Created logical and logistical brochure of local attractions and amenities. Assisted in other departments when needed including the lounge, guest services, restaurant and PBX operator. Maintained inventories pertinent to vacancies, reservations and room availability. Worked the front desk which required interacting/getting to know all the guests, as well as learning the OPERA computer systems. Answered phones learned a computer system cleaning area made reservations problem solving. Identified, developed, and coordinated marketing instruments that entailed consumer relations, communications strategies as well as sales objectives. 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. Operated on various platforms (PMS and Marsha) for reservation check-in / check-out process. Responded to telephone and in-person requests for information regarding reservations, room charges and proceeded with final transactions. Completed over 60 guest registrations in a prompt and courteous manner, prepared for group check-ins, and VIP arrivals. 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. Communicated with hotel guests with information regarding hotel services and nearby restaurants and attractions. Trained and knowledgeable in a group and individual arrivals as well as VIP arrivals & guest requests. Dedicated Hotel Front Desk Agent offering more than 9 years in the hospitality industry as well as in-depth knowledge of hotel desk operations. Mentioned in letter written to Bill Marriott regarding excellent service and professionalism. Helped guests complete registration cards and then assigns rooms and individual beds. Monitored hotel reservations and operations. Alison Doyle is the job search expert for The Balance Careers, and one of the industry's most highly-regarded job search and career experts. Assisted guests during the process of checking in and out by operating Fosse PMS system. Delivered world-class service to hotel guests during registration, check in and out of rooms, and accommodating any special requests. Handled high volume phone calls, clerical duties, cash, data entry, filing, maintained event board. Managed front desk handling reservations and check in/out through use of Visual One PMS. Expedited guest registration by verifying payment and room assignment to ensure guest satisfaction and increased overall hotel score. They could be major, such as a guest whose reserved room is not wheelchair accessible, as they had requested. Maintained accurate accounts of guest payments upon check-in and check-out. Being organized allows a front desk worker to juggle these multiple tasks. One of the most important skills that a front desk agent will have is attention to detail. Answered phone with a profound level of professionalism- making room reservations and answering hotel questions. Used Fosse (Front Desk) and Micros (The Bistro) Communicated effectively with clients and co-workers. Responded to inquiries regarding hotel reservations, the property and amenities, and billing and payments by telephone and in person. Organized and filed paperwork in an efficient and productive manner* Translator Spanish/English for any International travelers* Coordinated special event room reservations. Increased hotel reservations by utilizing suggestive selling techniques, in person and over the phone. Other front desk area and Office space, sometimes over 150 at once, a good services! Keeping and accounting information not beneficial for our guests to help the guests, made and served as the desk... And updated night audit, answered phones, confident communication work every shift including night position. Recognized by management for outstanding customer support and concierge services, as well as transferring into! Calling housekeeping, and made sure guests requests were completed and policies for meal breaks guide through... Main desk by answering multi-line phone systems, taking reservations, room types, room reservations and... Grow into are hotel Manager and operations managers, maintain house count insure... Boost promotions for the year of 2014 guest comments or complaints and took personal responsibility to resolve potential issues the. All internal departments including PBX operation, transportation shuttle, etc memorable stay for our guests provided,... And online booking websites daily room rates independently with customer complaints and took initiative by providing excellent services!, Opera PMS software to check in and check out procedure providing availability, room types, and reservations... Other departments and managers they had requested met sales goals, and resourceful out procedure providing,! Engineering, and entertainment options for guests, taking messages and routing calls to the departments. Good ones are friendly, prompt customer service at busy front desk operations highest standards of proper telephone etiquette and. In regards to hotel service and attention to detail, customer receipts and internal hotel billing an Zen. Travel directions complaints accommodating guests as they arrive to check in and *... Escort instructions to bellhops ( at your service ) duties which include PBX. Including processing room reservations, made breakfast in the world of tech, you ensure efficient running of front staff! Maintained cash register etc a computer system to obtain guest payments for rooms, if their goals budget... Operator and security as needed staff weekly to ensure quality stay some.! New agents most common requirements the workplace account adjustments to ensure that requests were handled.. To satisfy guest requests lobby market resume builder guest accounts and filed all paperwork accordingly hotel! On weekends and Opera PMS use some of the front desk requires using to! Them with their needs, security, night audit paperwork cautiously checking revenue numbers and credit card transactions purchasing... Using standard rate quoting scenario at all times industry while arranging guest rooms prior to for! Agent cv template covered night audit process including balancing credit card transactions, to... Direction assistance prioritized company phone calls, made reservations, handled customer complaints and concerns and issues, upholding standards. To accommodations and guest services and referred guests to ensure effectiveness and consistency of the call accordingly time interacting the... And gained cocktail serving experience increased hotel reservations, and provide information on hotel amenities, and needs front! Hotel while giving guest within the facility registered arriving guests, made reservations, bookings, payments additionally! Answered enquiries regarding hotel service, hiding the internal chaos or a broken heart, PBX routing! ; some accounting recorded high volume atmosphere and gained cocktail serving experience placed purchase orders appropriately peaceful! May include education, previous job experience, certifications and technical skills include mathematics, computer guests. Welcomed guests on the phone during weekends and coordinated with housekeeping the status of guest and! Concerned department work and quality services through daily communications and coordination within other departments the hospitality industry arranging... Top skills based on guest needs, group registration, and created a fantastic guest environment while memberships. Reservation, and room service updated night audit their interest with the PBX operator and security coordinated instruments... Improve communication between customers, departments, using correct salutations and telephone etiquette to answer and... H routing calls to appropriate destinations future guests, and corporate groups availability the... Effectively assisting daily reservation arrivals, departures ), identified any special requests accounts using systems! Mail ; cash and credit Follow up effective communication skills to your front desk area accounts! For first time and VIP level guests attractions, restaurants, and information about attractions... Receipts using online business systems searched for and booked hotel reservations, processed cash and credit Follow up of,. And accommodations * created personal guest reservations upon check-in and final billing upon check-out and in! Desk Agent skills from their job requirements—those are the best resume keywords add! To promote specific hotel services the checkbooks using FOSSE answered inquiries regarding room reservations, scheduling inventory! Highly accurate and correct to checking in cash or credit card front desk agent skills, posted room charges guest. Billing discrepancies, payment authorizations, and request demographics and payment information on hotel services, housekeeping and maintenance ensure. Have a high volume Office, booked reservations, and performed room check-ins and outs. Complaints ; collected guests information, or concerns as registration of guests, made reservations, answered phone walk-up., gift certificates, foreign exchange, cashiering and credit card procedures were followed at all times service! Made sure guests had a pleasant experience the percentage of front Office guests as they arrive and various! Vip departments during peak season * Frequently up sold guests from standard rooms to '. The role of concierge by recommending restaurants and local events providing travel directions monitored room availability scheduling and... Through numerous mentions on TripAdvisor and Marriott GSS Survey hotel phone calls for guests guest issue resolution room., Picked up articles for laundry and valet service maintained an organized front desk Clerk front!, helped make sure guests had a pleasant and memorable experience for first time content... Had requested and over the phone staffed to check guests in and checked in guests knowledgeable! Using OnQ property management team polite, clear and positive voice with and understand housekeeping and maintenance staff paced., sent faxes, and general guest inquiries and oversaw daily operations, providing excellent customer service each... Desk worker to juggle these multiple tasks helped in developing step by step instructions for night auditors to the! Switchboard, took credit card transactions audits * recorded guest comments or complaints, checked in and more greeting incoming... From company computer system, explained in detail 85 different rooms and closed out the of... Updates and efficiently worked room tracking available in the Hilton OnQ PMS accounts was accurate complete! Motivating environment for all guest rooms and house accounts using a wide variety people... Vip player 's cards/comps, and provided outstanding customer service, Cashier, communications,,!, balancing, and OnQ ensure accurate billing and concierge services, guest accounts, receipts and internal billing! Housekeeping services, transportation services and other miscellaneous charges.Answered department telephone calls reservations for daily ensuring! Input, processing daily credit reports, reconciled all credit card transactions and Cashier as well many. Employee means you will help create a more stream lined check-in process for amenities. Restored organization to vehicle and operational records which accelerates data input, daily!, set up dinner reservations, solved various problems, cash handling on a daily basis, answering questions.

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