guest service agent Archives

Do check-in the passengers it includes assigning seats, checking their IDs or the necessary documents, and adding bag tags on their luggage.
Processing payments on their excess baggage.
Giving a boarding pass and informing their gate assignment.
Do boarding on the aircraft and checking their carry on bags if it fits the requirement of the airline.
Assisting those passengers who need special assistance such as a wheelchair.
Making sure that I completed the boarding process 15 mins before the departure time.

Review incoming groups for any special requests, billing patterns and group arrivals.
Processed guest check-ins and check outs in a friendly and timely manner while following Holiday Inn Brand Standards
Responded guests complaints in a timely manner
Served walk-in customers, entering and updating reservation information on the computer system
Posted charges to guest accounts and processed payments, making required corrections
Worked collaboratively with other departments and the management team to ensure that maintenance issues are recorded, and information is properly relayed

Checking in and checking out of guests being the first point of contact for guests and colleagues.
Maintain complete knowledge of scheduled daily activities with groups and meetings, daily house count, hotel extension numbers, hours of operation of each outlets, features and services provided by the hotel.
Communicates VIP arrivals and special requests to designated personnel for follow up.
Handle guest complaints by following the service recovery procedures and ensuring guest satisfaction.

Growth of NPS from -3 to +14 (17 points of growth)
2016 Brolga award winning hotel
Retail and Art growth profit of 550%
Retail and Art reduction of cost of sales
Supervise front office in absence of front office manager or assistant manager
Training and induction of new staff members
OH&S committee member

Gained extensive receptionist experience.
The basic duties of my role include speaking with guests in a professional manner, answering phones, check in and check out of guests, responding to emails and guest inquiries, making reservations and handling payments. I have also demonstrated countless other receptionist duties which vary on a daily basis.
Demonstrated problem solving skills in responding to guest requests.
Quickly adapted to new tasks including checking in guests, completing payments, and reconciling cashier floats at the end of each shift.
Proved ability to work comfortably and efficiently with computer software.

Handle guest complaints, concerns, inquiries, and special requests
Supervise lending/returning of Game Room equipment, for rent DVDs
Inform guests of on-going hotel promotions
Provide guests with genuine customer service

Process guest check-in/check-out
Perform cashiering functions (rooms, souvenir shop, business center)
Perform night audit functions
Take guest reservations/coordinate with reservations department
Handle functions’ statement of accounts/ coordinate with Sales Department for functions
Operate telephone (inside and outside calls)
Train new Guest Service Agents

Assist guest with luggage when necessary.
Farewell departing Guest/s.
Night Audit procedure including daily banking/balancing/reports.
Organise late arrival procedure.

To report any maintenance, breakage or cleanliness problems to the relevant manager
Answer queries and complaints.
Offer any additional services that may be required.
prepare and finalise Guest/s accounts.

Up sold customers through the recommendation of products that meet their specific needs.
Assisted guests in answering questions and completing check-in and check-out processes.
To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
To ensure that all reservations and cancellations are processed efficiently.

Greet New arrivals.
Check in and check out Guest/s.
Assign rooms to Guest/s.
Issuing room keys.
Provide general property information.
Take new reservations by telephone, online or email.
Assisting with any general enquires.

Post charges, such those for rooms,room service or telephone calls.
Utilized Opera to manage guest accounts and complete check-in and check-out procedures according to 5-star standards.
Promoted and upsold hotel facilities through strong product knowledge and achieved top seller 3 times within a 6-month period.
Communicated with various departments within the hotel to ensure Front Desk operations ran smoothly.

To undertake front of house duties, including meeting, greeting and attending to the needs of guest,to ensure a superb customer service experience.
To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service
To deal with guest requests to ensure a comfortable and pleasant stay.
To assist in dealing with customer complaints in an effective and courteous manner,providing or seeking solutions as quickly as possible
To be responsible for accurate and efficient accounts and guest billing processes.
To assist in keeping the hotel reception area clean and tidy at all times.
To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.

Attend phone calls, take reservations with the guest. Explain the services and facilities to the guest.
Solve quaries and problem of the guest. Interacting with other departments about the day to day works.
Open the front door, moving luggage, calling cabs, transporting guest, giving directions, performing basic concierge work and responding to the guest needs.
Escort guests into their rooms and help moving any baggage of customers as their needs.

Demonstrate excellent people and communication skills as the first, and sometimes only, person guests interact with.
Build a rapport with the guests that ensured the accommodations of their every need, giving them the best experience possible.
Demonstrate great written and verbal communication skills, as a great deal of our communication with guests was via email and telephone.
Demonstrated the ability to independently operate a front desk in circumstances of varying difficulty.
Always maintain a kind and pleasant disposition, with guests and coworkers.

Check guest in and out of hotel
Take reservation over the phone, through emails and in person
Operate telephone switchboards by directing calls, and provide information
Resolve customer complaints or answer customers’ questions regarding policies and procedures.Perform clerical duties such as typing, proofreading, and sorting mail.
Supervise the work of office to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Check guest in an efficient and friendly manner using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to the guest room. Issues correct keys to the guest.
Checks out guest at end of stay. Ascertains guest satisfaction, collect keys, post late charges and presentes bill to guest. Settles bills accurately through credit card or cash transaction.
Handles all guest interactions with the highest level of hospitalitly and professionalisim, accommodating speacial request whenever possible; resolves guest complaints; assist guest in all inquiries in connection with hotel services, hours of operations, key hotel personal, in-house events directions etc. Responds to all guest request in an accurate and timely manner. Interaction with guest will be in person and by phone.
Utilizes a variety of computer system to check guests in out run daily reports and select and block rooms for arrival guest.

Filing, scanning, faxing, as well as typing specific documentation
Responsible for coordinating incoming and outgoing mail.
Prepare general correspondences and customer assessments as needed.
Occasionally works on special projects.

Greeting guests upon arrival and making them feel welcomed.
Being a source of information to guests on various matters such as transport and restaurant advice.
Diffusing conflict or tense situations with guests.
Greeting visitors, and handling inquiries from the public

Observed signal lights on switchboards, and dial or press buttons to make connections.
Performing night audit and in making daily reports.
Handling Group Arrivals.
Responsible for answering and routing calls.

Deliver superior customer service.
Maintain communication logs with staff and managers.
To resolve guest relation problems skillfully with willingness and desire to understand a guest’s viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
To perform other duties as assigned and assist other departments as needed.

Answering telephone calls from guests seeking to make or cancel hotel reservations.
Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information.
Answer guest requests for assistance and coordinate with housekeeping, Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner.
Agents also deal with irate guests and find ways to resolve issues to the guest’s satisfaction.
Also serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale.
Housekeeping duties when required.
Maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay.

Registers and rooms on arrivals.
Maintains intimation knowledge of departmental standard and procedures.
Performs check in, check out and room change procedures and ensures all date are entered completely into the hotel system.
Maintains cashier float and ensures accurate daily report of all money received.
Responsible and attend to guest’s request of using the service of safety box at all times.
Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, massages, and how to interpret availability sources within the reservation systems.
Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.

Training of new front desk agents.
Collecting deposits or payments, arranging accurate billing.
Resolve customers’ service or billing complaints by performing activities such as adjusting bills or communicating with other departments to coordinate a resolution.
Following up will customers to ensure that appropriate changes were made to resolve their concerns or issues.
Communicating with customers by telephone or in person to provide information about property and services, arrange and adjust bookings, or obtain details of complaints.

Ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Supervises the completion of short notice requests for room changes.
Recommend improvements in products, packaging, service, or billing methods and procedures to prevent future problems.
Help guests on tours and activities programs in the absence of Concierge representatives.

Respond to any colleague/guest emails that are received, with appropriate etiquette
Ability to be flexible based on business demands and needs Other duties as assigned by the Guest Relations/Front Office Manager
Meets Yes, I Can! service standards
Ensure guests are allocated correct room types, with all requested features and correct payment details.

Fully trained in all available positions.
Selected to train multiple new employees.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, and make recommendations regarding shopping, dining, or entertainment.
Assist with duties in other areas of the hotel including night audit, housekeeping, maintenance, and breakfast attendant.

Check guest in and out ensuring that proper payment methods are applied to each guest folio.
Work with management, sales, and housekeeping to ensure that maximum room revenue is achieved and kept.
Close out all daily accounts, prepare departure folios, and ensure that all accounting information is documented and properly notated.
Proficient in using OPERA as property management systems.
Assign rooms pertinent to guests’ needs and choice.
Collect payments for rooms and incidentals.
Provide information regarding hotel policies and activities in response to queries both on the phone and in person.

Provides a warm welcome and assists guests’ of the Boca Raton Resort and Club
Assist Leadership in performing daily duties for the front office
Performs the audit balances and prepares all works for audit in an orderly fashion during overnight shifts
Responsible for achieving and maintaining high guest retention ratio

Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
Analyses guest preferences and prepare reports for improvement on Guest Satisfaction
Ensure that all profiles are updated with recorded guest preferences at all times
Review guest Profiles and ensure details/special requests are recorded in the correct format

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