guest service agent Archives

Checking guests in and out using Opera PMS system
Greet, register, and assign rooms to guests; explain pre-authorization procedure to guests.
Make and confirm reservations, issue room cards for guests using Saflok system.
Able to record guests’ special requirements on the system, set alerts for other departments such as housekeeping or F&B.
Familiar with billing process and charge guests on their accommodation fee, extra services, and restaurant bills.
Practicing to record guest comments or complaints, referring customers to managers as necessary.

Check-in and Check-out process for the guest and providing the room numbers along with keys.
Provide information about the hotel and the local areas.
Solve queries from the guest
Provide amenity for the VIP’s and member guests.
Serve food and drinks as per request
Check all the stock and keep updated

Check in guest and tag their luggage to their final destination
Book reservations for guest
Assist in developing new ideas for cost-effective and delightful guest amenities
Arrange last minute amenities as needed – communicating with departments for the day of arrival

Greet guests and utilize guest service skills when checking guest’s into the property.
Create and confirm guest reservations.
Utilize the property’s global distribution system.
Actively create ideas and seek opportunities to consistently strive for most “MOWOW” positive guest experience

To provide excellent guest service in an efficient manner.
To closely monitor guest arrivals to ensure check-ins occur in a timely manner.
Assist in the resolution of any guest issues that may arise.
To resolve all room discrepancies with the Housekeeping
Department.
To maintain awareness of available rooms, out-of-order rooms, and activity bookings to maximize sales.
To run and print all necessary reports throughout shift.

Arranged for transportation to and from airport, train station and events for visitors.
Resolved all customer complaints in professional manner while prioritizing customer satisfaction.
Work and liaise closely with the Guest Services, Housekeeping, Valet and In-Room Dining departments in ensuring a seamless guest experience
Ensure accurate communication of information and guest requests to and from colleagues and guests

Taylor’s University students were given the opportunity to takeover Holiday Inn Express as part of the Hotel Takeover Project 2.0
As the Guest Service Agent at Front Desk, I learned how to professionally and efficiently interact with guests giving them quality service as well as maintaining the company’s standards.
Assist with Suite/Villa moves (in presence of the guest and in absence of the guest)
Provide personalized service and ensure that the guest’s needs and demands are met at all times during the pre-arrival, arrival, in house status and departure

Cheking in and out guests
Greet, register, and assign rooms to guests on arrival
Issue room keys and escort instructions to conceirge
Balancing money taken and credit cards on shift
transmit and receive messages via the hotel’s telephone switchboard

Front desk attendant.
Complete audit reports after each completed shift.
Prepare hot foods for the daily evening kickback.
Utilize office equipment.
Make daily deposits. Cash handle.
Advise housekeeping staff when rooms have been vacated & ready for cleaning.

First point of contact for welcoming all guests into property, completing check-in & check-out of all guests
Answering all internal & external calls, maintaining a busy switchboard for incoming accommodation, restaurant & events enquiries
Implemented an upsetting program which generated substantial increase in revenue
Assisted in the development of all Front Desk Standard Operating Procedures, to increase efficiency and improve consistency throughout the department

Use the Radisson Blu Hotel Sydney technique for answering the phone.
Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations.
Communicates eﬀectively with customer, co-workers, and supervisors.
Communicate eﬀectively with porters on guest needs, and changes to schedules.
Handles diﬃcult situations eﬀectively and according to company standards and policies.
Daily allocation and keeps manager promptly and fully informed of all problems or unusual matters of signiﬁcance.
Ensure messages are distributed eﬃciently and accurately.

Responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay in a timely and efficient manner.
Assisted guests with their daily queries and special requests.
Assisted Management meet guests daily exceptional expectations in this reputable 4 star hotel establishment.
Handled guest’s issues and concerns and resolved in timely manner
Provide information about our hotel, available rooms, rates and amenities
Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs

Assist in taking and serving F&B in-room dining requests where necessary
Assist with Housekeeping requests within suites & villas where necessary
Organize any guest activities as per the guest request – i.e. water sports, golf.
Carry out any errands on behalf of the guest, where appropriate

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints which resulted to an outstanding CS score of 96% and a bonus worth $25k for the region in Quarter 1 earnings.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments for 2000 guests at times, as well as being in charge of decision making when necessary.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could affect sales and revenue.
Assist guests with unpacking/packing of their items, arrange laundering requests, provide shoe polishing.

Write welcome cards for guests as directed by Guest Relations/Front Office Manager
Deliver guest requests in a timely manner at all times
Prepare all suites/villa arrivals to check in folders and perform the check-in, rooming & checkouts to full standards
Assist guests with luggage and load the luggage in/from villas and suites for delivery including providing baggage checks and tagging for guests

Check to ensure that appropriate changes were made to resolve customers’ .
Responsible for physical inspection of suites & villas with special requests (i.e., shopping, etc.) prior to arrival and ensure that all Housekeeping areas are impeccable prior to arrival
Train staff members
Are familiarized with the entire room product and services that are offered including IT&T equipment.

To contact the guest after reservation is made to determine their preferences and to anticipate their needs (obtain preferences for pillow, newspapers, dietary requirement, organizing tours, errands, etc.).
To ensure the awareness of the arrival details, such as the arrival time, flights, length of stay.
Review all arrivals for the upcoming days and ensure all preferences are recorded, communicated and actioned with relevant departments
Ensuring that villas & suites are pre-checked in advance and escalate any maintenance or Housekeeping issues in advance
Handle all guest compliments, comments, observations and complaints timely and effectively achieving full guest satisfaction
Communicate all guest compliments, complaints, comments, observations to relevant departments and ensuring the appropriate follow up
Ensure accurate communication of information and guest requests to and from colleagues and guests

Processing guest payments.
Coordinating with bell service and staff management.
Being a source of information to guests on various matters such as transport and restaurant advice.
Processing meal and beverage requests.
Accommodating general and unique requests.
Diffusing conflict or tense situations with guests.
Fully familiar with Opera Systems

Welcome guests at Reception’s counter with friendly manners and good communication skills
Perform accurate check-ins and check-outs of guests daily over emails, phones and in person
Dealing with any inquiries and resolve guest’s concerns or problems in a timely manner with excellent service
Research, document, rate, select alternatives for web bookings.
Plan budgets and arrange for purchase of hotel supplies
Coordinate with other professionals, such as maid, engineers, and plumbers, to ensure job success.
Stand by and ensuring the safety, cleanliness and satisfaction of guests during their stay

Escorted guests throughout the hotel and to their rooms, as well as around the city when necessary.
Arrange tours, taxis, recommendations or restaurant reservations for customers.
Took advantage of being multilingual in Japanese and English.
Operate telephone switchboard to answer, screen, or forward calls, providing information and taking messages.

Created an information booklet on Kakadu using my photographs and information compiled during my tour experiences
Purchase and sell the artwork of local indigenous artists
Creating artist profiles on all of the local artists
Buying, selling and controlling the stocked items in the gift shop
Creating procedures for running of the gift shop including stock take procedures, purchasing and receiving procedures

Handled large volumes of guests efficiently and with a smile.
Dealt with any guest complaints, finding and offering multiple solutions to have them walk away satisfied.
Handled incoming calls, always double-checking information received over the phone, transferring guest calls to the appropriate place, as well as noting anything that would need to be passed along to management or other relevant staff.
Provided exceptional service to guests, greeted them warmly and made them feel welcome at the hotel.
Constant tidying up of areas as needed.
Organizing, or re-organizing, areas as needed to suit the current situation.

Greeting guests upon arrival and making them feel welcomed.
Administering check-ins and check-outs.
Providing front desk services to guests.
Assigning rooms and taking care of administrative duties.
Delivering mail and messages.
Processing guest payments.

Issue room keys
Promptly addressed amenity requests, maintenance & electronic issues, and noise complaints for guests in 150-room hotel
Responded to inquiries about hotel services, reservations and membership programs, travel directions, and recommended dining and entertainment.
Employee of the month September 2018 for excellent customer service and teamwork

Handle guest check-ins and check-outs efficiently and in a professional manner, informing guests of hotel’s facilities at the time of registration.
Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
Coordinate with other departments to fulfill guest special requests.
Answer guest questions regarding local area facilities and give proper directions to these areas.
Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.

Meet, greet and assists guests
Upsell the hotel services and maximizes revenue to achieve the respective targets
Monitor the arrival timings of each flight and ensure coordination is established between the drivers and transport operators for pick ups
Share information about events, facilities and promotions at the property.

Answering telephone according to hotel standard.
Providing excellence customer service in attending the guest request for external and internal customers.
Ensuring the Guest Service Checklist has been done accordingly.
Checking the Hotel Telephone Lines and provide a daily report checklist.
Create Incident Reports with the concern department that require addressing the issue.
Creating the Birthday Greetings and send the emails on a daily basis.
Sending the End of Day Report with the summary excel sheet for Guest request and Incident Report.

Providing premium quality customer service to guests
Ensuring check in and check out procedures are handled in a time efficient manner
Navigating through multiple programs and databases to ensure correct information is provided for guests
Providing excellent phone etiquette
Ensuring proper information is applied to every reservation made
Making accurate calculations of advanced deposit
Applying correct payments for in house guest

Greet, register, and assign guests to sites.
Keep records of site availability and guests’ accounts, manually or using computers.
Answer inquiries pertaining to campground services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Clean and maintain lobby and store, such as restocking supplies and watering plants

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