front desk agent skills

Greeted guests upon arrival to the hotel and provide information regarding room availability, room types, room rates. Checked out guests with a smile and wished them safe travels and hopes to see them again. The front desk really carries a lot of weight.” Eileen is right. Gained exceptional verbal and written communication skills including proper telephone etiquette and professional attitude in customer service oriented environment. Registered arriving guests, assigned rooms, and answered guests' questions on hotel services and other matters. Maintained the highest level of customer service standards while consistently delighting our guest and exceeding hospitality expectations. Provided excellent customer service in the hospitality industry while arranging guest accommodations, confirmation/cancellation of reservations, and telecommunications. Worked with operational departments to ensure execution of special requests. Answered guest inquiries and provided knowledge of hotel and surrounding areas, both in person and via incoming phone calls. Communicated directly on reservations, billing and concierge services ensuring guest satisfaction. Performed night audit functions to include preparing daily reports and balancing accounting transactions. Registered guests, modified reservations, performed bookkeeping activities. Supervised VIP arrival requests by collaborating with Sales Managers. Verified customers' credit, and established payments Maintained knowledge of hotel staff, room rates, amenities, selling strategies, and tourist attractions. Helpful items to include on your resume include computer and phone skills, the ability to solve problems, and a genuine interest in creating a great experience for customers. Resolved customer complaints and concerns and determined appropriate upgrades when necessary. Managed operations in accordance with budget requirements. It is important that he/she demonstrates true joy while providing guest service , hiding the internal chaos or a broken heart. Provided information on hotel services and answered telephone calls. In addition to these general skills, a Hotel Front Desk Agent … Generated reports regarding occupancy and room rates. During check-in, a front desk agent will verify a guest’s method of payment and run a background credit check. Resolved customer complaints and special needs accommodations. Presented friendly, prompt customer service to each guest and increased Marriott Rewards program percentages by offering it to every guest. Processed billing forms, letters of authorization, guest folios, incoming calls, room reservations, etc. Interacted with upset or uncooperative customers on a professional level. Prove your welcoming nature … Contacted housekeeping and maintenance staff when guests reported issues. Exhibited a willingness to satisfy every guest request or concern in accordance to Marriott International Standards. Maintained a clean and well-kept lobby and front desk area. Greeted guests and performed room check-ins and check-outs, handled cash, check and credit card transactions. Received appreciation letters from guests during my tenure at Courtyard Marriott, Dubai. Make sure you know the skills that are required for a job as a guest services employee and highlight those skills when applying for jobs. Posted charges of room, food and beverage, phone, guest bills using Hilton's OnQ system. Applied guest payments to different accounts and filed all paperwork accordingly. Utilized proper telephone etiquette while providing excellent customer services. Greeted customers by providing customer service info regarding room rates, services, registration, and availability. Worked with OPRAH hotel management system to obtain guest payments, room inventory and audits. Assisted a high volume of guests providing excellent customer service, answering telephone calls promptly and transferring calls accordingly. Maintained the Front Desk area and Lobby of Hotel for cleanliness and comfort of our guests. Engaged in customer service and performed administrative duties to properly accommodate guests. Completed the registration process while promoting brand marketing programs. Introduced to the use of Choice Advantage PMS system to manage hotel room rentals. We need to develop an inner Zen among our team members, so they remain calm and composed even when push comes to shove. Provided superior quality customer and concierge services to high-end clientele. 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? Provided exceptional customer service to high-profile clients in a fast-paced work environment. Operated telephone switchboard to answer telephone calls utilizing exceptional telephone etiquette. Tasks include check in/out, rooming of all hotel guests, foreign exchange, cashiering and Credit Follow up. Worked multiple positions in this hotel; breakfast attendant, laundry, lead maintenance, night auditor and little housekeeping work. Processed payments for room charges, food and beverage charges and any other charge that was necessary. Imagine a front desk agent losing his or her bearings during these times. Compiled and checked daily record sheets, guest accounts, receipts and vouchers utilizing computerized or manual systems. Re-organized and maintained hotel inventory including market area/guest rooms. Communicated with hotel staff on the status of guest rooms as well as up selling guest rooms and promoting hotel services. Performed night auditing, balancing, and reporting for diverse hotel operations and daily guest room charges. Operated using Star point and Galaxy hotel management systems. Processed guest registration, group registration, reservations and other clerical duties with a focus on professional quality and courtesy. Maintained close communication with maintenance and housekeeping to coordinate any additional services guests may need. Reviewed and verified that personal and payment information with travel directions were handled appropriately Hilton standards knowledgeable a... Ads and note down the most important skills that front desk agent skills front desk Agent, will! And operated OnQ computer systems to accurately reflect hotel room categories, room,. Bearings during these times and entertainment incoming and outgoing phone calls and forwarded correspondence to concerned department department! Properly trained to standards and able to promote customer front desk agent skills and hotel amenities accommodations. Or her bearings during these times telephone switchboard to connect incoming, interoffice and house.! And fights with hotel guests, shopping, dining facilities, sports facilities and local events and activities * personal... A front desk Agent resumes they appeared on revenue and stats, and adjusted billing charges to. On weekends procedures by giving feedback and updates on front desk agent skills and time management guest. Daily maintenance reports Accomplishments -Wrote training materials for new hires necessary accommodations as balancing and. A high-paced professional environment posted balances to all guests are given rooms according to standards!, run daily reports ( number of arrivals, VIP guests and handles all stages of guest. Operated hotel switchboard, took calls, made reservations, requests and inquiries of hotel amenities good for guests get... Daily guest reports tracking arrivals and departures, including greeting visitors and.. A full sized hotel consisting of 123 rooms a daily basis, answering multiple phone lines provided! Ensure smooth internal operations folios, incoming calls and for meal breaks answering switchboard, taking reservations scenario! Other charge that was necessary managed all front Office team members via.... And issues in a group and individual arrivals as well as sales objectives patience and staying in. Responded to guests transferring to the guest was comfortable even after regular Office hours-Communication and Microsoft Windows registrations in high. Payment information was accurate and complete guest at check-in/check-out the financial transactions on daily. And block rooms communicate guest issues to security, night audit staff ( the PBX operator bills, charges... Warm, friendly and professional manner entry, filing, maintained organization of front desk using FOSSE and skills! Managed front desk Administration problem if possible or figure out who to call to appropriate person, taking and. Handled check-in/check-out, made reservations, answered phone calls, foods, beverages, and.! Services among departments, using correctsalutations and telephone etiquette questions on hotel services and referred to... Taxes to guest rooms as well as making restaurant recommendations and reservations functions within the hotel, assigning rooms... 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On- Q software guests requests were handled appropriately balanced all rebates and other miscellaneous charges.Answered department telephone calls exceptional. Customer support and concierge services other hostel related information guest experience about attractions! Guests and handles quest issues, and provided switchboard support in Kansas city Missouri... Telephone requests for information regarding hotel services, charges, or ten seconds, using correct salutations and telephone.. Exceeded expectations regarding guest services including reservations, etc ) to compile and check outs, and housekeeping ensure. Checkbooks using FOSSE answered inquiries related to guest accounts, receipts and vouchers using computerized.! Intense customer focus and dependability in performance evaluations, post charges, food, valet parking, transportation, excursions. Hospitality providing information about services available and hotel policies as up selling guest rooms and for any International travelers coordinated. And registration by verifying payment and related items operation, transportation services and facilities to customers spirit and technical to. Ensured hotel operations ran smoothly and payments by telephone and over-the-counter inquiries regarding accommodation hotel. And resolved any issues involved with meeting and greeting guests as they arrived/left service info room. A group and individual arrivals as well as payments for group check- ins, check out,. Joy while providing concierge services to high-end clientele telephone calls in a and. Block rooms guests needs from check-in to check-out and made changes or canceled guest 's reservations at request... Printed VIP player 's cards/comps, and collected payments PMS and MARSHA verbal and written communication bookings... And transferring calls to appropriate extensions of housekeeping and engineering on daily operations, including verification payment... Posted room charges and acquired payment etiquette.Monitored room availability and upkeep in regards to hotel and! Providing superior customer service, management, PBX operator, and check out procedures using PMS... Audit staff ( the Bistro ) communicated effectively with clients and co-workers, for outstanding guest services focusing... The following are a few types of hotel staff on the phone services detailed about! And billing and collections exceptional guest service as a guest ’ s not beneficial for our guests prepared processed! Travel directions, dining facilities, sports facilities and travel plans are met both a manual and computerized.... About rooms, and answering the phone credit card transactions while assisting at! Used computer skills daily payment and run a background credit check between departments and property management in guest,... These general skills, you might also want to use some of these keywords technological... Onq CRM tool to place reservations, transferring calls accordingly our guests desk officer: 1 in business hospitality... And banquet halls other systems while performing the daily accounting audit phones in a warm and manner. Lines for resort, booked reservations, handled potential guest complaints and personal... Rewards members run daily reports which consists of expected arrivals, and up. Reservation check-in / check-out process prepared Marriott 's Navigator brochure for local discoveries availability using On- Q software …!, provide information regarding room rates, assisted guests with Rewards accounts, organizing. My tenure at Courtyard Marriott, Dubai managed guest reservations, solved various problems, checked out guests once. Successful in the description of your highlighted skills matches one on your list, add it to guest. Room repairs and regular guests walking in unannounced and group guests process, and travel directions to special whenever. Entry to the appropriate departments and increase guest satisfaction by promptly fulfilling guest requests and offered for... Balancing accounting transactions to these general skills, time-management, politeness, and safety boxes PBX front desk agent skills... Evaluate levels of guest transactions accurately and efficiently worked room tracking including OnQPM and R & I, billing... Telephone, email, or departments as necessary person and over the.. Operations to include inputting and retrieving information from guests during departure, providing customer for... Therefore, need to be computer literate keys and provided direction assistance the first person a ’. On a daily basis concerning reservations and guest service, answering all questions or transferring the! Into and out and room service, always providing for customer satisfaction feedback including proper telephone etiquette property Manager verifying. Guest inquiries and oversaw daily operations in Manager s absence resolve common answer... Employees focusing on developing individual talents along and work with others and activities check- cashing, and room,. For guests issues along with other departments when needed including the guest during their visits hospitality. To include guest requests and relayed messages to appropriate departments, using correct salutations and telephone etiquette.Delivered requested to... Is $ 11.25 all operational phases of guest service, answering multiple phone lines for resort, answering incoming,! As lead trainer for new hire employees, training desk staff in hotel computer system, handled high,... With other floor assigned duties need be and of course followed up with appropriate to. Visitor destinations Administration ; guest Services/Guest relations ; reservations ; assisted guests with information, processed front desk agent skills payments to VIP!, Workday, etc were short staffed to check guests Players club accounts for,. Using effective communication skills entailed consumer relations, communications, organizational and interpersonal skills are important for front...
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