Front Office Agent Resume Samples

Description :

1. Providing guests fast, friendly and efficient service while managing guest's incoming calls as well as in the front office area with outstanding ability to perform several tasks at once.
2. Accurately answer and manage all inbound calls in order to route to the appropriate recipient, setting and placing wake up calls, sending and receiving faxes; always maintaining a professional etiquette.
3. Ensure guest requests are satisfied, billing instructions are followed, and a valid method of payment established.
4. Verify accuracy, completeness, and legibility of accounting, reservations and guest service records.
5. Balance guest, city, advance ledgers and prepared credit card and/or cash deposits.
6. Assisting supervisors and managers with their tasks as well as completing essential reports throughout the hotel daily operations.
7. Check-in handled financial details for and orient guests to the 73-room hotel and the Metro Richmond area.
8. Run Night Audit and work the night and swing shifts at Front Desk using the Opera PMS system.

Experience

7-10 Years

Level

Consultant

Education

Electronic Engineering

Description :

1. Provide managerial assistance in day-to-day operations of the Front Office.
2. Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
3. Coordinate salary, disciplinary and other human resources-related actions in accordance with Company policies.
4. Ensure guests receive a high level of prompt, professional and personal assistance and attention.
5. Respond appropriately and timely to guest concerns or complaints and implement appropriate service recovery gestures in order to ensure a positive guest experience.
6. Schedule and conduct facility inspections of front office and public areas to ensure they reflect highly on the hotel, brand, and Company.
7. Monitor concierge services to ensure a high level of guest services.
8. Coordinate staff training on Company protocols of customer service, quest security, credit and financial transactions Serve as a central communications liaison during emergency/crisis situations.

Experience

7-10 Years

Level

Management

Education

License

Description :

1. Efficiently carry-out services provided at the Front Desk including welcoming and check-in/check-out of guests, attending to their requests and queries, taking and relaying messages and other related operational concerns.
2. Perform the registration process by obtaining data from guests and by observing the established guidelines 3.
3. Ensure that all guests are checked-in into the computer immediately and accurately.
4. Check all transactions performed and sign on designated space in the registration card signifying completion of the procedure.
5. Close guest accounts at the time of check-out and asks the guest how they enjoyed their stay.
6. Served as a two-way communication channel between management and guests.
   
7. Sold and assigned rooms to guests upon registration.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Answered an average number of calls per day by addressing customer inquiries, solving problems and providing product information.
2. Greet all guests entering the establishment to ascertain what each customer wanted or needed.
3. Politely assisted customers in person and via telephone.
4. Restocked inventory daily and reviewed cash operation data to verify proper replenishment.
5. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
6. Provided ongoing guest service, including giving information of the surrounding area.
7. Answered an average number of calls per day by addressing customer inquiries, solving problems and providing product information.
8. Greet the guests entering the establishment to ascertain what each customer wanted or needed.

Experience

7-10 Years

Level

Management

Education

Bachelor Of Science

Description :

1. Prepared for special arrivals, such as groups, VIPs, and elite IHG members, as well as all arrivals.
2. Verified accuracy and completeness of reservations and guest service records during check-in and check-out process.
3. Ensured that all guest issues are resolved by reviewing guest feedback (HeartBeat Survey).
4. Analyzed occupancy forecast to balance current and future house count.
5. Resolved guest issues with excellent communication skills and ability to achieve high level of guest service recovery.
6. Examined and completed daily reports including credit, special requests, and rate information.
7. Ensured to maintain hotel's requirement to meet Intercontinental Hotel Group's brand standards - Overall Guest Experience, Service Recovery Score, and opening IHG Rewards memberships.

Experience

7-10 Years

Level

Consultant

Education

General Education

Description :

1. Assist guest with registration procedures and ensure optimal level of service to ensure satisfaction.
2. Provide guests with appropriate room assignments, room keys, directions to the rooms, while up- selling when appropriate.
3. Verify payment for stay including incidental costs by obtaining credit information.
4. Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
5. Post charges to guest accounts as designated.
6. Maintain knowledge of current resort events, activities, hours of operation as well as dining options currently available.
7. Answer incoming calls and assist with reservations, confirmations, room need requests, and questions.

Experience

7-10 Years

Level

Management

Education

Administrative

Description :

1. Accommodates special requests whenever possible.
2. Assists in preregistration and blocking of rooms for reservations.
3. Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
4. Understands room status and room status tracking.
5. Knows room locations, types of rooms available, and room rates.
6. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
7. Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Worked as the night auditor processing daily revenue and e-commerce sales for 176 rooms.
2. Keep records of room availability and guests' accounts using computerized PMS.
3. Compute bills, collect payments, and make change for guests.
4. Perform simple bookkeeping activities, such as balancing cash accounts.
5. Review accounts and charges with guests during the check-out process.
6. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
7. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.

Experience

7-10 Years

Level

Management

Education

Hospitality Management

Description :

1. Able to learn new etiquette quietly in a every changing environment.
2. Provide exceptional customer service to ensure guest satisfaction.
3. Handled daily heavy flow of paperwork and cooperated with the accounting department on invoicing and shipping.
4. Effectively communicated and supported front office management, sales, marketing and administrative team.
5. Earned management trust by serving as key holder, responsibly opening and closing bank.
6. Communicated with vendors regarding back order availability, future inventory and special order.
7. Reason for leaving Temporarily moved overseas with my spouse.

Experience

2-5 Years

Level

Junior

Education

Business Administration

Description :

1. Demonstrate confidence and managerial leadership during emergencies.
2. Distribute notices to residents as needed.
3. Assist with minor office and management projects.
4. Document unusual resident activity and medical incidents in incident log.
5. Ensured compliance specific to process and protocols; provided timely responses to queries from residents.
6. Conduct security checks/patrols of common areas; ensured entries were secured.
7. Develop and maintain critical relationships across a variety of settings including public and private sectors agencies and individuals.

Experience

2-5 Years

Level

Junior

Education

Certificate

Description :

1. Greet, register, and assign rooms to guests of hotels or motels.
2. Contact housekeeping or maintenance staff when guests report problems.
3. Issue room keys and escort instructions to bellhops.
4. Keep records of room availability and guests' accounts, manually or using computers.
5. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
6. Record guest comments or complaints, referring customers to managers as necessary.
7. Review accounts and charges with guests during the check out process.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Greet, register and assign rooms to guest.
2. Communicate efficiently with housekeeping and maintenance with guest concerns.
3. Perform bookkeeping of accounts and conducting nightly audits.
4. Review accounts and charges during checkout.
5. Answer inquires pertaining to hotel services, registration, directions and make recommendations.
6. Deposit guests' valuables in safe-deposit boxes.
7. Clean and maintain the tidiness of the desk.
8. Arrange tours, taxis, and restaurant reservations for guest.

Experience

5-7 Years

Level

Executive

Education

B.S In Biochemistry