guest service agent skills

29 dez guest service agent skills

Working as a guest service agent is quite beneficial as it offers on-the-job training in various areas including customer service, hotel hygiene, communication skills, and many others. Facilitated guest check in for guest and room reservations. Utilized problem solving skills in stressful situations while addressing credit card authorization issues and incorrect room charges. Assisted guests with inquiries on local attractions. Resolved customer service issues and special requests. Welcomed and checked-in guests to their rooms. Checked guests in and out of hotel rooms, handled customer complaints and provided excellent customer service. Booked and confirmed an average of 40 room reservations resulting in $1500 of monthly sales revenue. Contacted Processed guest registration and assisted with arrivals/departures. Served as Concierge to assist guest with information regarding hotel facilities and local attractions. Managed phone calls accurately from customers and provided relevant information, which resulted 30% increase in overall reservations. Started my first two months working the front desk, greeting guests, managing the waters books, and closing sales. Completed the registration process, confirming information. Obtained new customers from businesses within the local area. Prepared daily reports including guest arrivals, departures, and hotel contingencies. Contacted housekeeping or maintenance staff when guests reported programs. Handled greeting guests and registered and issued keys as well as managed queries from guests. Handled a wide variety of customer needs and concerns. Every great customer service professional needs basic acting skills to maintain their usual cheery persona in spite of dealing with people who are just plain grumpy. Coordinated guest arrivals and departures ensuring an enjoyable experience. Provided information to guests about hotel services and offers and local attractions. Handled guest check-ins/outs efficiently and pleasantly. Excelled in time management skills using the Marriott AM/PM front desk daily checklist. Transitioned to PBX Island operator, communicating with more than 15 departments on a daily basis. Conducted daily auditing for all other revenue departments and verified front office accounting records for accuracy. Find your ideal job at SEEK with 537 guest service agent jobs found in All Australia. Ensured proper guest registration and check-in for 95 unit limited service hotel on a daily basis. transactions issued. What if they lack the skills above and don’t seem to be interested in developing them? A support rep’s ability to empathize with a customer and craft a message that steers things toward a better outcome can often make all the difference. Generated and coordinated room assignments and pre-arrivals. Welcomed all guests upon arrival, secured reservations and room assignments in a timely manner. Guest Service Agent. Handled A high volume call center on in-office low peak traffic hours throughout the day. Provided guests with information about local attractions, dining recommendations, and recreational activities in and out of Acadia National Park. Fielded all guest requests ranging from room reservations to Atlanta recommendations. These are just some of the skills you'll need as a Guest Services Agent Our guest service representative resume sample demonstrates how an effective document looks. Provided directions to local attractions Hired car/limo services for sightseeing and for transport to the airport. Exceeded customer service standards by consistently resolving complaints within 1 hour of notification. Sometimes, customers are going to throw your team curveballs. Provided concierge services for information about restaurants, entertainment, and site seeing locations. Accommodated all VIP Gold, Platinum, and Silver card members seeking to upgrade reservations. Managed all due out guests and ensured are properly check out and all bills are settled. Received a high volume of inbound calls and effectively turned an inquiry into a sale. Performed check in and check out procedures via OnQ system. Generated guest reservations in computer system to include any updates and/or cancellations. Customer Service. Performed all the front office and back office tasks to ensure a total satisfied guest experience for the guest. Directed all survey responses to appropriate departments. Supplied guests with directions and information regarding local areas of interest. Provided on-job training to new employees to helping at the front desk, answering phone calls and assisting guests. Provided concierge services with general knowledge of the city including restaurants and entertainment. Processed third party hotel reservations credit card payments prior to guest arrivals. Provided quotes for room rates and up-sells to the guests when possible. Processed all cash and credit card transactions; Posted all charges and processed all necessary reports. Assisted in marketing efforts by offering room upgrades, promoting hotel amenities, and informing guest of local attractions. The above guest service agent CV example demonstrates how these aspects can be seamlessly integrated into your CV. Assisted guests with local tourism information and transportation information. Processed guest payment for room charges, food and phone charges. Maintained organization of financial documents to present to night auditor. Provided information on resort, amenities, and local attractions. Improved communication techniques between departments, and encouraged a positive work environment. Managed guest check-ins, including processing payments. Rectified customer complaints and used all means to ensure guest comfort. Processed all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Ensured complete and accurate information for all inquiries. Checked guests into the resort, set up credit account and explained hotel services. Assisted guests in the check in and check out, as well as, all front office procedures. Provided recommendations on local areas they may want to visit during their stay. Checked guest out using considerable cash and credit card transactions, all with the highest level of customer care and service. Maintained accurate cash/credit card transactions to turn in for the deposit at the end of the night. Exceptional interpersonal communication skills are essential from the first to the last point of contact with the public. Handled all incoming phone calls with courtesy and professionalism and provided excellent five star customer service. Worked as a guest service agent, front office supervisor, assistant front office manager, and night auditor. Checked in and out guests in the average of 70-90% of occupancy rate at a 282-room property. Utilized experience training dolphins to provide customer service and coordinate logistics. Listed, documented, and resolved customer complaints. Created and edited reservations in OnQ hotel management system, answered phone calls from guests and vendors, operated switchboard system. Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways. Explained the features of the hotel and offered most feasible room rates, which led to 15% increase in revenue. Booked conference room reservations with catering and technology request. Provided courteous customer service by responding promptly and efficiently to inquiry requests and complaints. Performed daily financial transactions for guest check-in, check-out, and deposits. Managed guest arrivals, which included processing payments, noting special requests, issuing room keys and coordinating wake up calls. After all, customers who reach out to support are often confused and frustrated. Aided guests with hotel registration procedures and provided concierge/guest services. Processed guest arrivals and departures, including all necessary payments -Handled guests' concerns -Booked reservations. Assisted hotel front desk with 3rd party hotel reservations (Expedia, Booking.com, SYNXIS). Managed and/or filed reports and documentation daily to modify reservations to assist in providing several hotel services accordingly. You have to be attentive to pick up on what customers are telling you without directly saying it. Used switch board to answer questions guests had regarding the hotel and made room reservations. Performed light maintenance in guest rooms and main area as needed. Worked with butler to ensure that rooms were inspected and released for guest arrivals. Providing information about facilities, programs and other services; Job brief. Collected payments from guests, made reservations over the phone, and maintained inventory of vacancies, reservations and room assignments. Skilled in the use of Marriott Automated Reservation System for Hotel Accommodations (MARSHA). Maintained a cash drawer, prepared end-of- shift deposits from payments collected from guests, posted charges to guest folios accordingly. Directed phone calls as necessary and ensured incidental services (movies, phones, amenities, etc. Handled cash/credit card transactions and managed monies accurately. Registered guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates. Your customer service manager will most likely have to do plenty of training and continuous formation to keep agents sharp and up-to-date. Managed registration process, asked for all proper identification for booking. Assigned rooms and managed guest registrations.Skills UsedCustomer service, multitasking, problem solving. For example, if you work as a virtual assistant for a technology company, you may need to help … Greeted and registered incoming guests in a high volume Resort. Inspected guest rooms and public areas after cleaning to ensure hotel standards. Customers aren’t likely to say, “Please improve your UX,” but they may say things like, “I can never find the search feature” or “Where is (specific function), again?”. Any special request, questions and concerns on a daily basis and reported to the when. Filed reports and documentation of confidential materials across Marriott Brands and to promote customer satisfaction surveys all! Ensured incidental services ( movies, phones, amenities, and fulfilled any guest requests, etc cares and to. 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Local areas they may want to visit during their stay outstanding stayed communication. Travel directions and information with regard to property amenities, and charges to guest inquiries about hotel,...

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