Guest Service Agent Resume Sample

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Johanna Crona
678 Regan Mission,  New York,  NY
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Work Experience

Guest Service Agent / Relief Duty Manager
12/2015 - PRESENT
Dallas, TX
  • Shipping and handling of mail and packages
  • Handling Hotel and Deloitte University queries including but not limited to visitor parking; move-ins/outs; communication memos
  • The ability to make dining referrals, and reservations based on the Guests desires, needs and expectations
  • Fulfilling guest amenity/special requests including the organizing of amenities in the Guest/Meeting rooms Assisting the Floor Concierge/Conference Services Managers when business levels dictate
  • Deloitte Tower BAE/DU North services and amenities
  • Handling Hotel and Deloitte Tower queries including but not limited to visitor parking; move-ins/outs; communication memos; shipping and handling of mail and packages; security issues
  • Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner
Guest Service Agent
01/2010 - 09/2015
Detroit, MI
  • Ensure prompt, efficient and courteous reception of guests calls/messages
  • Assure response to at least 90%of incoming monthly calls, verified via weekly report sent by DTRACK
  • Verify and follow up on departures after 12 noon in coordination with Duty Manager
  • Promote and deliver on our “Let’s Chat” service
  • Manage the front office and reservation functions to ensure the delivery of superior guest services, the security
  • Responsible to manage all approvals, billing, and collections of hotel’s Accounts Receivables
  • Manage all housekeeping and laundry functions to ensure compliance with quality and brand standards in all
  • Maintains records for night auditor reports
Guest Service Agent
01/2004 - 11/2009
New York, NY
  • Makes daily room reservations and processes financial transactions
  • Acts as customer service representative
  • Reconfirms bookings with clients on morning of presentation
  • Greets and collects invitations from tours, seats clients and ensures completion of client sheets where necessary
  • Provides refreshment to clients as needed
  • Administers the Sales line, together with sales management, taking into account priorities and language requirement / capability / power/ preview/ local line Monitors Sales
  • Maintains the manual reception log file which list client / tour information, source code, sales executive responsible for each tour and the future appointments
  • Prepares and issues gift vouchers for the clients
  • Ensures Encore reps are called for all TNS (tour no show)


University of North Texas
2002 - 2006
School's Degree in Hotel Administration

Professional Skills

  • Excellent verbal and written communication skills with a strong attention for detail
  • Thorough follow up, strong attention to detail and problem solving skills
  • Strong interpersonal, organisational and problem solving skills
  • Excellent typing skills and ability to capture data when spoken or written in English
  • Excellent communication, guest service and time management skills
  • Excellent communication skills, written and oral with proficiency in English
  • Prove to have strong cash handling skills

How to write Guest Service Agent Resume

Guest Service Agent role is responsible for english, computer, attitude, customer, basic, japanese, immigration, shipping, accounting, security.
To write great resume for guest service agent job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Guest Service Agent Resume

The section contact information is important in your guest service agent 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
  • Email
  • Telephone number

Work Experience in Your Guest Service Agent Resume

The section work experience is an essential part of your guest service agent 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 service agent 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 service agent position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Guest Service Agent resume experience can include:

  • Promotes the Marjan’s brand philosophy through his or her exemplary attitude, behavior, uniform, and excellent communication skills
  • Displays good customer relations skills and takes initiative to greet guests in a friendly manner
  • Good communication skills in English; English certificate required
  • Good interpersonal skills, guest oriented and service minded (Novotel Service Attitudes)
  • Conduct queue control for arriving and departing guests- entertain them with your speaking skills
  • Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations

Education on a Guest Service Agent Resume

Make sure to make education a priority on your guest service agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest service agent 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 Service Agent Resume

When listing skills on your guest service agent 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 service agent skills:

  • Excellent attention to detail and administration skills, experience with Microsoft Suite and OnQ systems is advantageous, and
  • Positive attitude and good communication skills in Japanese and English
  • Positive attitude and good communication skills in Mandarin and English
  • Positive attitude and good communication skills in Arabic and English
  • Good telephone handling skills in a prerequisite
  • Good interpersonal skills, guest oriented and service minded and able to anticipate guest needs

List of Typical Experience For a Guest Service Agent Resume


Experience For Franchised Guest Service Agent Resume

  • Be concerned with staff discipline and staff performance and help to develop skills for all staff
  • Effectively communicates with other Team Members including those from concessionaires and third parties
  • Having a positive attitude towards work, be self-disciplined and self-motivated, and set a good working example for all sub-ordinates
  • Some previous experience using Opera
  • Provide proactive and effective hospitality while being gracious
  • Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc
  • Demonstrate a complete understanding of the hotel’s policies
  • Good and positive hospitality attitude

Experience For Ideal Guest Service Agent Resume

  • Coordinates various activities between different hotel departments to ensure effective team work and guest satisfaction
  • Independent contributor with the ability to work well in a team; demonstrates responsibility for self and others in timeliness and task completion
  • Computer Experience – knowledge of database and Internet software
  • To report to work within the requested time, prior to the commencement of duty, well groomed and dressed to the uniform standard
  • Assist Guest Experience to provide the services and information to guests

Experience For EF Guest Service Agent Resume

  • Use your knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge to demonstrate value to our guests,
  • Fulfilling guest amenity/special requests including the organizing of amenities in the guest and meeting rooms
  • Fulfilling guest amenity/special requests including the organizing of amenities in the Guest/Meeting rooms
  • Ensuring the highest service standards maximising guest satisfaction and ensuring the front desk is never left unattended
  • Caring for a correct welcoming of the guests and checking in- and out, followed by a correct administrative process
  • Ensuring a clean and orderly working environment and caring for the stock levels

Experience For Guest Service Agent / Relief Duty Manager Resume

  • Handing over shifts and informing each other about ongoing affairs
  • Rushing rooms for early arriving guests with Housekeeping supervisors on a case by case basis
  • Having extensive knowledge of local attractions and events such as sporting events, concerts, parades, celebrations and exhibitions
  • Having extensive knowledge of local attractions and events such as sporting events, concerts,
  • Having extensive knowledge of local attractions and events such as sporting events; concerts; parades; celebrations and exhibitions
  • Having extensive knowledge of local attractions and events such as sporting events; concerts

Experience For Overnight Guest Service Agent Resume

  • Ensuring all procedures for revenue processing are adhered to at all times and any discrepancies are reported to management immediately
  • Making reservations and confirming bookings in hotels, restaurants, flights, theaters, etcetera
  • Welcoming and transferring visitors of guests and staff
  • Stimulating the room sale by using different room rates and rooms supplements (i.e. day prices VVV)
  • Shipping and receiving post (i.e. packages)

Experience For Seasonal Guest Service Agent Resume

  • Performing all the necessary tasks during the night shift, that belong to night reception/night audit
  • Avoiding and dealing with complaints together with the Supervisor and Front Office Manager
  • Living up to the Standard Operating Procedures of the Sheraton Amsterdam Airport Hotel
  • Reporting of maintenance issues, and liaising with contractors as required
  • Processing and distributing deliveries
  • Presenting a friendly, outgoing, energetic, and guest-service oriented demeanor

Experience For Intercontinental Milwaukee Guest Service Agent st & nd Shift Resume

  • Fulfilling guest requests and taking room service orders
  • Developing professional and genuine relationships with all stakeholders in the Deloitte community
  • Assisting the Floor Concierge and Conference Services Managers when business levels dictate
  • Assisting the Floor Concierge/Conference Services Managers when business levels dictate
  • Providing guests with information about different fields (hotel, surroundings, several institutions, foreign colleague hotels, etcetera)
  • Assisting the Front Office Supervisors
  • Organizing guest transportation (cab, train, bus etcetera)
  • Allocating the rooms and if necessary move guests to another room
  • Checking the reservation lists for requests etcetera

Experience For Summer Season Guest Service Agent Resume

  • Caring for a constant, high quality of service
  • Handling Guests’ correspondence
  • Attending the departmental meetings
  • Attending any necessary trainings if requested
  • Doing all the necessary Guest Service Center tasks
  • Offering a friendly, professional and fast service at all times
  • Learning opportunities within the role, and as part of the companies many career development programs

Experience For Casual Guest Service Agent Resume

  • Providing guests with assistance, and information in a courteous, efficient ,and friendly manner
  • Following up on services provided to guests
  • Looking for someone with open and flexible availability to work AM, PM and overnight
  • Looking for someone with open and flexible availability to work AM, PM and Overnight shifts
  • Ensuring front desk filing is complete and accurate and that all records are kept fully up to date
  • Participating in the rolling rotation for day and night shifts
  • Ensuring that all front and back offices and the concierge stationery office are kept clean and tidy
  • Maintaining the highest personal standard of conduct, hygiene, appearance, uniform and posture at all times

Experience For Asian Guest Service Agent Resume

  • Flexibility regarding work schedules and able to commit to working most weekends and holidays, including Thanksgiving, Christmas, and Presidents’ weeks
  • Daily task list, including going through arrivals report for that day, printing discrepant room reports, preparing for group and tour arrivals
  • Answer inquires pertaining to hotel services, registration, shopping, dining and travel directions
  • Provide service for guests including, but not limited to: check-in, check-out, telephone inquiries, luggage & vehicle handling, taking reservation calls
  • Handle Food & Beverage Operations (preparing and serving food and beverages)
  • Always willing to learn, willing to help
  • Supports the Guest Service Center by answering internal and external guest telephone calls and responding to all requests accordingly
  • To ensure that the system is always updated at the beginning and during every shift (AM,PM, and night)

List of Typical Skills For a Guest Service Agent Resume


Skills For Franchised Guest Service Agent Resume

  • Communicate effectively with others using the spoken and written word
  • Have strong computer literacy including previous experience with Opera PMS
  • Able to respond promptly and creatively to guests problems, creating a good experience despite a bad situation
  • Use logical thinking and personal judgment to perform a variety of office tasks that require special skills and knowledge
  • Strong in Japanese and English communication skill
  • Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job
  • Excellent communication, interpersonal and ability to prioritise
  • Customer focus and teamwork skills

Skills For Ideal Guest Service Agent Resume

  • Basic computer and administrative skills
  • Prior upscale full service hotel experience as a hospitality representative, or phone operator
  • Is known for their dynamic personality and superior communication skills
  • Desire to learn and improve your current skillset
  • Build relationships with guests, and manage requests, inquiries and complaints effectively and efficiently
  • Making reservations, providing efficient and friendly check in and check out experiences
  • Maintaining good contact with the guests

Skills For EF Guest Service Agent Resume

  • Participating in the multi skilling program
  • Maintaining a good work relation with colleagues, and other departments
  • Excellent English proficiency (writing, speaking, reading)
  • Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards
  • Have a full working knowledge of the Priority Club programme and its benefits – taking every opportunity to enroll new members
  • At least 6 months of cash handling and credit/debit card transaction experience is required
  • Preferably with 2 years working experience in a similar position in the hotel industry
  • Possess an excellent telephone manner with a proactive selling approach

Skills For Guest Service Agent / Relief Duty Manager Resume

  • Have a real passion for providing unique and authentic customer service to ensure a memorable experience that guests love
  • Excellent grooming and presentation standards
  • Strong local knowledge of the Hunter Valley and the surrounding regions
  • Previous experience using a Property Management System, preferably Opera is desirable
  • Previous Night Audit or similar Accounting experience
  • A valid driver's license is required, along with a driving record that meets the requirements of our insurance carrier
  • Experience/ability to work with people from varying backgrounds and level within the business

Skills For Overnight Guest Service Agent Resume

  • Experience in Property Management System is highly advantageous but not compulsory (full training provided)
  • To ensure all Front Desk equipment such as folio printers, etc. are well maintained and in good working condition
  • Guarantees the Guest Experience Program (greet & meet customers) according to internal guidelines
  • Respond to customer emails, phone calls, and letters regarding guests' experience at the theatre and inquiries for our Magical Movie Rewards loyalty program
  • Cash/Credit Card handling experience
  • Excellent vision required - correctable 20/20 for driving purposes
  • Previous guest service experience in the hotel industry
  • Front Office experience in the hotel, leisure, and/or entertainment sectors

Skills For Seasonal Guest Service Agent Resume

  • Building rapport with each individual guest, in order to create memorable experiences for all our guests
  • Have a proven attention to detail
  • Demonstrate a high sense of responsibility and resilience
  • Able to work with colleagues in the same department and with other departments as well, to enhance customers' experience
  • Related experience in front desk or guest service position required
  • Experience of OPERA property management system a distinct advantage
  • Experience in customer service required, preferably in a hotel environment
  • Two or more years of Guest/Customer Service experience

Skills For Intercontinental Milwaukee Guest Service Agent st & nd Shift Resume

  • Previous experience in a hotel or resort environment would be advantageous
  • Experience in Microsoft Office, hotel POS - Opera desirable
  • Passion, commitment, high drive, excellent team player and positive attitude
  • Previous experience within a Front Office customer service based role, preferably within a hotel or similar hospitality environment
  • $11.50-$12.00 based on experience

Skills For Summer Season Guest Service Agent Resume

  • Customer service experience required
  • Ideally have previous experience in a front office role
  • Experience with OnQ PMS
  • Previous experience in a similar role in a 4 or 5 hotel
  • Experience in Front Office Department such as Guest Service Agent or new graduate
  • Experience in front office

Skills For Casual Guest Service Agent Resume

  • Has previous customer service experience
  • Previous Front Office experience in a hotel highly regarded
  • High end service experience or education
  • Two or more years of Guest Service experience
  • Ensure that our guests receive an on brand personalized experience upon arrival, departure and throughout their stay
  • Previous experience in a Front Desk, Night Audit or customer facing role
  • Marriott experience is an advantage
  • To ensure that all VIP, Royal Club guestrooms are pre-assigned and inspected prior to the guest’s arrival
  • To ensure all rebates are checked and signed prior to the transactions

Skills For Asian Guest Service Agent Resume

  • Fully valid WA Drivers License (desirable)
  • Computer Basic Experience
  • Respond to guest inquiries and requests in a timely and friendly manner- Good opportunity to Wow the guests
  • Valid drivers liscense
  • Checking for remaining arrivals, checking correspondence and making sure all the reservations are in order
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints /requests/information updates, etc
  • Providing training to the new starters, including signing the TBS sheets

List of Typical Responsibilities For a Guest Service Agent Resume


Responsibilities For Franchised Guest Service Agent Resume

  • Deliver great experiences in the Executive Lounge, greeting guests and hosting
  • Ensure an efficient reception experience for Guests, including check
  • Set the tone for the guest experience, greet guests in a warm and friendly manner
  • Experience as a Telephone or Guest Service Agent essential
  • Assisting all Japanese guests checking in & out and performing Front Office operations
  • Ensuring health and safety standards are met whilst working in the Executive Lounge
  • Preparing and writing the welcome amenities for the Japanese guest
  • Addressing all guest requests and handling guest complaints in a positive manner

Responsibilities For Ideal Guest Service Agent Resume

  • Making guests feel more important than the computer, with immediate and direct eye contact. A receptionist’s manner is personal, engaging, and efficient
  • Reporting directly to the Guest Relations Manager/ Front Office Manager to assist front office department to reach targets through his/her sales efforts
  • Providing personalised service for all guests for the duration of their stay
  • Maintaining accurate guest accounts
  • Recognising regular guests and VIPs
  • Willing to be part of a team

Responsibilities For EF Guest Service Agent Resume

  • Adhering to company's policies and procedures
  • Fulfilling guest requests
  • Completing CRM reports
  • Doing handover with the evening receptionist and Night Manager
  • Checking the processing of wake-up calls

Responsibilities For Guest Service Agent / Relief Duty Manager Resume

  • Printing registration cards for next day arrivals and preparing key wallets
  • Delivering of room service meals during the night
  • Updating guest profiles for arrivals
  • Printing departmental reports after end of day procedure
  • Carrying out credit limit check for guests
  • Possessing a natural sales aptitude and ability to influence others
  • Checking-out early departures
  • Keeping the DM and hotel security aware in case of any suspicions

Responsibilities For Overnight Guest Service Agent Resume

  • Availability to be rosteredon varying shifts including morning and afternoon/evening shifts, 5 shifts per week, including weekend and public holidays
  • Availability to be rosteredon varying shifts including morning and afternoon/evening shifts,including weekend and public holidays
  • Flexibility to work a 24 hour rotating roster including morning, evening and overnight shifts
  • Answer inquiries pertaining hotel services, registration of guests and shopping, dining entertainment and travel directions
  • Assist in organising and conducting wedding ceremonies and entertainment events

Responsibilities For Seasonal Guest Service Agent Resume

  • Handle the guest checkout process and farewell guests. Ensuring billing processes and manual postings are conducted in accordance with hotel standards
  • Handle Food and Beverage Operations (preparing and serving food and beverages)
  • Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being
  • Assist other areas including Food & Beverage and Concierge during high demand periods
  • Manage booking systems for all conference and meeting rooms

Responsibilities For Intercontinental Milwaukee Guest Service Agent st & nd Shift Resume

  • Handle any guest complaints, taking ownership to ensure complete resolution of any shortcomings – involving
  • The flexibility to work various shifts on a 7 day rotating roster including evenings, weekends and public holidays
  • Obtain all necessary information when taking room reservations and follow rate quoting scenario
  • Street carparking on Terrace Rd is free during this overnight shift
  • Street car parking on Terrace Rd is free during this overnight shift
  • Flexibility in being open and receptive to new ways of working
  • Welcome guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and also returning guests
  • Perform work during overnight hours with minimal staffing in the hotel
  • Assistant Shift Leader to maintain par stock of collateral, stationary and other necessities to avoid over stocking as well as running short on stock

Responsibilities For Summer Season Guest Service Agent Resume

  • To action/deal with any complaints/queries expressed by guests, informing the Guest Service Manager, asking for assistance when necessary
  • Extremely organized, being able to juggle multiple tasks like answering the phone, greet guests, answer questions, check out customers and more
  • Work on a 24/7 rotating roster, including overnight shifts
  • Be an outgoing, welcoming personality for the hotel
  • To assist the Team Leader/ Duty Manager with the on-going training of all Front Office staff
  • Greet arriving and departing guests with your biggest smile
  • Responsible for the training and training competency/retention of all Front Desk personnel

Responsibilities For Casual Guest Service Agent Resume

  • Responsible for checking email frequently and responding in a timely and professional manner
  • Assist in storage, handling, and tagging of baggage
  • Maintain current knowledge of daily VIP’s, hotel products, services, pricing and special promotional offers
  • Helps bring certain brand concepts to life on a day-to-day basis
  • Welcomes guests as soon as they arrive with great care and attention, applying the All Season Hospitality (Savoir-Recevoir) policy

Responsibilities For Asian Guest Service Agent Resume

  • Helps encourage customer loyalty by building friendly personalised relationships
  • Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people
  • Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel
  • Provide assistance to the guests who have health problems by offering first aid kit or doctor’s service
  • Understands the various offerings within the hotel and is able to upsell different services according to guest requests
  • Have a passion for exceeding guest expectations
  • Be flexible to work on a rotating roster over seven days
  • Perform daily sales and closing; responsible for end of day point of sale audit

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