Guest Relations Officer Resume Sample
Eugene Reichel
21659 Lemke Village,
Los Angeles,
CA
+1 (555) 758 5356
Work Experience
Executive Club Guest Relations Officer
06/2016
-
PRESENT
Philadelphia, PA
- Observe guest reactions and confer frequently with service staff to ensure guest’s satisfaction
- Maintain complete working knowledge of: daily house-count, arrivals/departures, V.I.P.’s, scheduled in-house, group names, group contacts, activities, locations, and times as well as special requests/arrangements
- Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
- Handle basic billing procedures such as miscellaneous charges for sports when requested
- Welcome guests during check-in and giving them a fond farewell to guest while checkout
- Handling guest complaints and concerns in an efficient and timely manner
- Overseeing VIP guests, arrivals & departures
Guest Relations Officer
09/2009
-
04/2016
Philadelphia, PA
- Detailed information regarding arrivals & room requirements
- Have up to date information on daily room occupancy
- Providing excellent customer service as per hotel standards
- Greeting guests as they enter and exit the hotel
- Providing information regarding the Hotel, town attraction, activities, etc
- Check on VIP reservations, complete their pre-registration formalities
- Allocate rooms to all arriving guests
Korean Guest Relations Officer
03/2007
-
05/2009
New York, NY
- Room check on quality and cleanliness for VIP’s, 6thand 5thfloor and suites
- Maintain up-to date information on room rates, current promotions, offers and packages
- Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile
- Co-ordinate with housekeeping
- Collect Guest feedback during guest departure
- Perform cashier activities when required
- Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
Education
Lawrence University
2003 - 2007
Engineer's Degree in Japanese
Professional Skills
- Great guest interaction skills and listening skills
- Demonstrates skills, knowledge and experience in customer-service oriented environment
- Demonstrates strong oral and written communication skills with ability to influence and persuade across all levels of the organisation
- Effectively communicating and prioritising tasks in a sophisticated environment
- Good / effective training skills
- Attentive to details with exceptional customer service skills
- Good interpersonal, People management and Leadership skills
How to write Guest Relations Officer Resume
Guest Relations Officer role is responsible for training, translation, finance, retail, credit, purchasing, shipping, reporting, research, travel.
To write great resume for guest relations officer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Relations Officer Resume
The section contact information is important in your guest relations officer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Relations Officer Resume
The section work experience is an essential part of your guest relations officer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest relations officer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest relations officer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Relations Officer resume experience can include:
- Secures valid form of payment (e.g., credit card, cash) prior to issuing room key
- To ensure the highest level of the guest satisfaction is achieved by delivering excellent customer service
- Ensure that any outstanding requests from the previous day receive priority and are resolved
- Gives priority to guest relations, while taking care to respect administrative procedures
- Maintains the shop in excellent physical order, cleans display areas, ensures accurate documentation of product stocks
- Ensure the highest level of the guest satisfaction is achieved by delivering excellent customer service
Education on a Guest Relations Officer Resume
Make sure to make education a priority on your guest relations officer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest relations officer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Relations Officer Resume
When listing skills on your guest relations officer resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest relations officer skills:
- Having a real passion for guest service and taking ownership of the guest experience
- Having an excellent knowledge about the Hotel product & facilities
- Passionate about assisting others and creating experiences for customers
- A good understanding of the function of property management systems (Opera)
- Good spoken, written and reading ability in English, Cantonese and Mandarin
- Previous hotel-related working experience is preferable
List of Typical Experience For a Guest Relations Officer Resume
1
Experience For Japanese Guest Relations Officer Resume
- To effectively communicate with guests, oral fluency in English is required
- Communication skills in the local language
- To report to work within the requested time, prior to the commencement of duty, well-groomed and dressed to the uniform standard
- To accord personalized and prompt service to VIP guests prior to arrival and after departure
- Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests
- Acting as a direct coordinator for all Korean customers staying at the hotel
2
Experience For Korean Guest Relations Officer Resume
- Assisting the group coordinator with the Korean groups checking in & out
- Assisting all Korean guests checking in & out at the front desk
- Being polyvalent in working in all the areas of the front office, where and when Korean speaker is required
- Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
- Acting as a hotel representative to welcome and farewell all customers, especially Korean guests
- Being available to do the translation between Korean customers, front office ambassadors & managers
- Being available for translation in written (Korean -English) when required
- Writing the welcome cards in Korean
- Preparing the welcome amenities for the Korean guest
3
Experience For Overnight Guest Relations Officer Resume
- Contributes to guests' sense of well being, establishing a lasting and trusting relationship
- To assist the Assistant Front Office Manager with the on-going training of all Front Office staff including new recruits
- Provide sightseeing information and suggestions to our Japanese guests, assisting them whenever neccessary
- Enjoy meeting and interacting with people
- Conduct room inspections for arriving VIP guests, returning guests and other guests with special attention
- Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities
- Asks for and enters Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in
- Assist front office staff and staff from other departments in providing efficient services to our Japanese guests
- Place courtesy calls or meet up personally with guests everyday in order to make sure that they have been enjoying their stay
4
Experience For F&B Guest Relations Officer Resume
- Conduct morning breakfast round checks and meet up the guests for comments
- Responsible, along with Front Office Leadership, for Pre-arrival planning within the Empower GXP system
- Identify Marriott Rewards Membership tiers and ensure teams are briefed on delivering upon those benefits
- Attends to Hotel guests for registration, inquiries, key handling, messages and all related matters
- Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy
- Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
- Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance
5
Experience For Guest Relations Officer Mandarin Resume
- Communicates to appropriate staff that there are guests that are waiting for an available room
- Verifies and adjusts billing for guests
- Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp)
- Assigns room according to guest request and preferences whenever possible
- Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping
- Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns
- Reviews requests for late check-outs and approve according to occupancy
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities
- Observant, enthusiastic, self-motivated and able to work independently
6
Experience For Overnight Guest Relations Officer / Bellman Resume
- Guest service focused and great team player
- Performs retail transactions with flair and enthusiasm; motivates customers in purchasing decisions in a helpful rather than pushy manner; makes relevant recommendations
- Maintains par stock levels, conducts product inventories, prepares sales reports
- Stocks, tags and displays merchandise in a highly presentable manner
- Engage hotel guests to enhance the service experience taking ownership of the situation and contacting appropriate individual or department (e.g., Bellperson, Housekeeping, Food & Beverage Manager) as necessary to resolve guest call, request, or problem
- Able to lift, bend, push up to 25 pounds
- Able to stand up to 8 hours per day
- Handle Japanese guests' complaints and provide feedback to management
- Responsible for the smooth operation of the Guest Relations Department
7
Experience For Guest Relations Officer / Attendant Resume
- Courteous, service oriented with pleasant personality
- To accord personalized and prompt service to VIP guests from arrival to departure, to provide all hotel guests and patrons, courteous, tactful and efficient service
- Handle F&B operations within the Club Floor, ensure guest 's club experience is memorable
- Passionate and energetic, good team player
- Perform pre-arrival communication to Guests when necessary to ensure the correct information is obtained
- Review Guest incidents and ensure proper follow up is completed with the relevant departments
- Provide a warm and friendly welcome for all hotel guests
- Act as an information provider, diplomat, salesperson, hotel representative and public relations agent with the utmost politeness, efficiency and friendliness
- Follow up the job assignment in proper way and to ensure hotel revenue is properly recorded
8
Experience For Front Office Guest Relations Officer Resume
- To treat all guests and colleagues in a polite and courteous manner at all times. To give your full cooperation to all guests, and assist in a prompt, caring and helpful manner
- To anticipate guest’s needs wherever possible and react to these to enhance guest satisfaction
- To conduct a daily briefing with the Guest Services team prior to each shift, emphasizing on the current occupancy, hotel activities, special promotions, VIP guests, etc
- To ensure that the Front Office Logbook is maintained from shift to shift to guarantee effective communication
- To prepare the staff schedule to meet workload and occupancy, and to prepare the timesheets as requested by Personal
- To be acquainted with, and enforce all policies and procedures related to the Rooms Division operation
- Prepare all the necessary materials for check-in (i.e. welcome folder, keys, etc.)
- To ensure the overall well-being of all other guests requests are efficiently and effectively fulfilled in accordance with the policy established by Shangri-La Hotels and Resorts in order to increase customer satisfaction and maintain the warm and welcoming atmosphere of the Resort
- Be responsible to obtain feedback proactively at all times in readiness to address any guest concerns and to disseminate the relevant information pertinent to all respective departments
9
Experience For Healthclub Guest Relations Officer Resume
- Fluent in Japanese language so as to communicate with Japanese-speaking guests
- Able to work shift hours, weekends and public holidays
- Provide a warm and friendly welcome for all hotel guest
- Assist Korean group or Korean guests when they stay at the resort
- Translate the menus, resort activities booklet and other kinds of papers into Korean when required
- Search for guest profiles, photos and other important information and share with related departments
- Assist Japanese group or Japanese guests when they stay at the resort
10
Experience For Chinese Guest Relations Officer Resume
- Translate the menus, resort activities booklet and other kinds of papers into Japanese when required
- Keep guest compendium up to date
- Be involved with the check in/ check out process and identify, register as well as escort guests to their rooms
- Attend weekly management cocktails
- Handle and follow up complaints in order to ensure guest satisfaction
List of Typical Skills For a Guest Relations Officer Resume
1
Skills For Japanese Guest Relations Officer Resume
- Assist guests and ensures their stay at Novotel London West is comfortable and an experience to remember
- To maintain a long term good relation with hotel guests
- Experience in a similar Reception or Guest Relations position is essential
- Acting as a direct coordinator for all Japanese customers staying at the hotel
- Assisting the group coordinator with the Japanese groups checking in & out
- Assisting all Japanese guests checking in & out at the front desk
- Being polyvalent in working in all the areas of the front office, where and when Japanese speaker is required
- Having an engaging presence
- Monitoring and maintaining cleanliness and organization of the front desk and lobby area
2
Skills For Korean Guest Relations Officer Resume
- Managing inventories and ordering and invoices of items in Gallery
- Acting as a hotel representative to welcome and farewell all customers, especially Japanese guests
- Being available to do the translation between Japanese customers, front office ambassadors & managers
- Being available for translation in written (Japanese-English) when required
- Writing the welcome cards in Japanese
- Preparing the welcome amenities for the Japanese guest
3
Skills For Overnight Guest Relations Officer Resume
- Reporting directly to the Guest Relations Manager/ Front Office Manager
- Willing to work extended duty hours
- Having a thorough knowledge of all hotel areas, standards and procedures required at the Front Office
- Closing of manifest in OTM
- Completing reports required for sales operations
4
Skills For F&B Guest Relations Officer Resume
- Being passionate about people & service
- Assisting guests and ensure their stay at Novotel London West is a memorable one
- Responsible for receiving and escorting VIP’s and ensuring they feel comfortable and welcome on their arrival to Novotel London West
- Intuitively anticipating guests’ needs, by responding promptly and acknowledging all guests, whatever time of day
- Performs gift-wrapping, packing & shipping upon guest request
- Fluent in English; writing & speaking is preferable
- Job requires long hours of standing and walking
- Overseas exposure and mastering a relevant foreing language considered an asset
- Be a high-energy, motivated individual with an outgoing and engaging personality who is comfortable around people
5
Skills For Guest Relations Officer Mandarin Resume
- A high-energy, motivated individual with an outgoing and engaging personality who is comfortable around people
- Performs cashiering tasks and strictly complies with hotel's cash handling policies and procedures
- Assist in the check-in procedures and maintaining records pertinent to the guests staying in the hotel
- To monitor the current occupancy status periodically in order to initiate room sales and ensure that we are reaching or exceeding budgetary targets
- Provides courteous and efficient service ensuring guest satisfaction at all times
- Meet and escort arriving VIPs and bid farewell upon their departure
6
Skills For Overnight Guest Relations Officer / Bellman Resume
- Able to lift 50 lbs of luggage and push a luggage cart containing that same weight (or more)
- Enjoy socializing with others
- Takes pride in making a difference
- Positive attitude and outgoing personality is essential
- Displays an understanding of international trends in fashion and home accessories; makes relevant suggestions to improve the shop's product range
- Follows up maintenance requests with engineering department
- Presses clothes and hanging items where needed
- Develop and implement all promotional activities targeting Japanese clients
7
Skills For Guest Relations Officer / Attendant Resume
- Ensure procedures are being met or exceeded on a daily basis for all VIP Guests
- Friendly, welcoming and approachable
- Fluent Japanese speaking is an advantage
- Complimentary Pass to Singapore Zoo and River Safari
- Reports guest complaints immediately to the Guest Relations Manager
- Provide service information to guests which is accurate and up to date
- Prepares all the necessary materials for check-in (i.e. welcome folder, keys, etc.)
8
Skills For Front Office Guest Relations Officer Resume
- Shows guests up to their rooms and explain the facilities the hotel provides
- Promote the hotel outlets and offers to make reservations for them
- Adheres to policies established by the hotel
- Thoroughly conversant with the computer system at the Front Office
- Checks and ensures that all rooms / suites assigned for guests and VIPs are in order and the respective amenities are placed in the room/suites before the guest arrival
9
Skills For Healthclub Guest Relations Officer Resume
- Ensure the lobby and work place is kept clean at all times
- Works closely with the Front Desk staff to ensure a smooth check in
- Front Desk/ Guest Relations function in five star 150+ bedroom hotel
- As SA Guest Relations in a 150+ bedroom deluxe hotel
- Transportation costs partly reimbursed
- Hospitalisation-and life insurance after 6 months of employment
10
Skills For Chinese Guest Relations Officer Resume
- Employee rate at IHG hotels worldwide
- TOEIC 750 is an advantage
- Reviews next day’s arrivals for unsuspected VIP’s
- Escorts VIP’s to their allocated rooms
- Plans for unexpected VIP arrivals
- Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Outlet Manager for further follow up
- Be responsible for translation of Menus and any other F&B Collateral relevant to resort operation, specific to the language skill on your role
- Experience in a customer service position
- Opera experience is advantageous
List of Typical Responsibilities For a Guest Relations Officer Resume
1
Responsibilities For Japanese Guest Relations Officer Resume
- Reports guest complaints immediately to the Guest Experience Manager
- Experience in Five star Hotel Environment, Front office experince is advantageous
- Experience with software packages Microsoft Office, Opera
- Opera PMS experience
- Update the guest history in Opera system for guest preferences, complaints and other useful information and ensure all related departments are aware
- Liaise with other operation departments including but not limited to Sales & Marketing, Food & Beverage, Housekeeping, Engineering and Spa for any guest requests, reservations, complaint handling, follow up action, etc
- Assist resort’s sales office to conduct site inspection & FAM trips when required
- Attend Front Office briefings to highlight any special attentions for guests
2
Responsibilities For Korean Guest Relations Officer Resume
- Recommend improvement in terms of guest service, increase revenue, reduce costs and improve staff’s performance
- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers
- Respond to special requests from guests with unique needs and follow up to ensure satisfaction
- Monitor inventory and order general office supplies
- Respond to Guest Voice feedback from guests via the Marriott MGS page which includes all social media feedback via TripAdvisor, Expedia, Google, Agoda etc
3
Responsibilities For Overnight Guest Relations Officer Resume
- Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through
- Meet and Greet Marriott Members on arrival
- Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs
- Assist management in hiring, training, scheduling, evaluating, counselling & motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
- Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets
- Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time
4
Responsibilities For F&B Guest Relations Officer Resume
- To ensure the overall well-being of all other guests requests are efficiently and effectively fulfilled in accordance with the policy established by Shangri-La Hotels and Resorts, so as to increase customer satisfaction and maintain the warm and welcoming atmosphere of the Resort
- Serve as the main point of contact for regular guests and VIP Guests and ensure hotel departments are fully briefed on their requirements
- Handles all guest requests efficiently, friendly and with a smile at all times
- Ensures that all message, parcels, telexes and faxes are delivered as per the Hotel’s policy
- Answers the telephone promptly and clearly in a courteous and friendly manner
- Welcome and fulfill the check-in process of Guests
- Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Identifies and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
5
Responsibilities For Guest Relations Officer Mandarin Resume
- Stands, sits, or walks for an extended period or for an entire work shift
- Activates room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine
- Ensures rates match market codes and that any exceptions are documented and include an explanation
- Processes all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
- Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay
- Accommodates requests for room changes when possible
6
Responsibilities For Overnight Guest Relations Officer / Bellman Resume
- Advises guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required
- Clears departures in computer system to document that rooms are no longer occupied
- Files guest paperwork or documentation
- Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary
- Thanks to his/her special relationship with guests, provides comprehensive personal information on them (customer files)
7
Responsibilities For Guest Relations Officer / Attendant Resume
- Handles any customer problems as required."
- Promotes the use of the automated check in/ check out kiosks to guests (where installed)
- Is able to cover Hostess responsibilities in all F&B areas of the resort
- Contact appropriate individual or department (e.g., Bellperson, Front Desk,
- Respond to special requests from guests with unique needs
- Professional qualifications in the Japanese language
8
Responsibilities For Front Office Guest Relations Officer Resume
- Able to understand and converse fluently in Japanese and English
- Able to work nights, weekends and/or public holidays
- Multi-task in a high-volume environment
- Able to read, write and speak Chinese
- Flexible: open to new ideas/changes
9
Responsibilities For Healthclub Guest Relations Officer Resume
- Openness to new ideas and diversity of people as shown by international travel, lived in different cities or spending time with people from different backgrounds
- With at least a Certificate in hotel management or its related discipline
- In a similar role
- Passionate by an area of life, whether it be sports, arts, or literature which they are eager to communicate to others
- Are most of all, creative!
- Proficient in oral and written English and Japanese languages
- Able to communicate in Japanese and English
10
Responsibilities For Chinese Guest Relations Officer Resume
- Providing our guests a customer service in accordance to the Rosewood London procedures thriving to go the extra mile at all times by being intuitive, refined and engaging
- In charge of line order
- Manage vouchers' count
- Neat, well groomed
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