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9 Front Desk Receptionist Resume Examples for 2024

Stephen Greet

Front Desk Receptionist

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  • Front Desk Receptionist Resume
  • Front Desk Receptionist Resumes by Experience
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  • Write a Resume for Front Desk Receptionists

Front desk receptionists have a broad range of responsibilities throughout all industries. They’re the face of the company and handle office management with exceptional communication skills while wearing many different hats.

Determining what content is important to hiring managers and  how to write your resume  for this exciting field can be difficult. That’s why we analyzed hundreds of front desk receptionist resume samples from all levels of experience and industries. We learned what works to help you get more interviews in 2024.

The hardest part of  building your resume  is getting started.  Our nine front desk receptionist resumes helped land jobs in 2024 , so they’re a great launching pad.

Front Desk Receptionist Resume Example

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Front desk receptionist resume example with 11 years of experience

Why this resume works

  • For example, did you help improve the efficiency of scheduling? Did you reduce the errors in billing? Improve customer satisfaction scores?
  • A worthwhile summary should showcase your specializations and many (10+) years in the industry. Don’t forget to customize it by mentioning the target business by name. 
  • Metrics are the best way to display your impact in your bullet points, as they’re concrete, measurable, and help break up chunks of monotonous text.
  • Don’t forget to  check your resume  score with our free tool to gain the recruiter’s attention and increase your chances of an interview.

Beginner Front Desk Receptionist Resume

Beginner front desk receptionist resume example with 11 years of experience

  • Weave together your skills and achievements to give recruiters a hard time not choosing you.

Entry-Level Front Desk Receptionist Resume

Entry-level front desk receptionist resume example

  • Do you have a specific interest in the position or company to which you’re applying? Mention that! However, if you’re not planning to customize your objective for each role you apply to, then you’re better leaving it off entirely.
  • All work experience demonstrates some level of responsibility. In addition, any experience you’ve had interacting with customers applies to becoming a successful front desk receptionist.

Gym Front Desk Resume

Gym front desk resume example with 5 years of experience

  • Leo’s description of his stint as a receptionist at Lockheed Martin makes for a great example here. He screens 78 calls daily, contributes to cutting company-wide paper consumption by 43%, and oversees 1,400 pages of archival content.

Front Desk Associate Resume

Front desk associate resume example with administration and sales experience

  • Is the company looking for someone familiar with Pipedrive? Then, you could show how you used this tool to track customer purchase patterns for optimizing product placement and sales. Or do they demand Hootsuite proficiency? Elucidate instances when you deployed it for strategic social media management.

Front Desk Dental Receptionist Resume

Front desk dental receptionist resume example with 9 years of experience

  • It also went a step further to show how exemplary customer service led to increased retention rates, and that’s good for business.

Front Desk Medical Receptionist Resume

Front desk medical receptionist resume example with 11 years of experience

  • As a front desk medical receptionist, customize your resume by how your work directly (and positively) impacted the office through your exceptional customer service skills and understanding of medical office best practices. Cite specific data-driven examples, including process improvements and patient-centric techniques.
  • Your front desk medical receptionist resume should highlight the scope, responsibilities, and specific medical office niche (dental, family practice) experience. This will catch the hiring manager’s eye looking for that “right fit” for their company.
  • List any  special skills on your resume  related to the medical field like medical terminology or medical software. This sets you up for success as employers see you’re qualified for the role, especially if the job description prefers candidates with your specific skill set.

Hotel Front Desk Receptionist Resume

resume template for front desk position

  • Your hotel front desk receptionist resume should include your strong communication skills using sales techniques to improve the customer experience (and hotel revenue). Be sure to indicate your confident communication expertise and customer service experience. This appeals to employers because they see your keen ability to collaborate and meet (or exceed) guest standards.
  • Mention your leadership abilities, including training new team members or coaching existing team members. Hiring managers will be less likely to question your leadership savvy and more apt to contact you for an interview. Always list the results of your leadership efforts using numbers.

School Front Desk Receptionist Resume

School front desk receptionist resume example with 12 years of experience

  • Your school front desk receptionist resume should showcase your ability to manage different projects and responsibilities and handle a high-volume customer service of diverse populations (for example, staff members, school administrators, students, and parents). Discuss your education field’s nuances, including best practices and communication channels.
  • Bonus: Highlight any responsibilities outside of the “normal” scope of a school front desk receptionist (for example, nurses station, reporting, direct administrative support). This gets you noticed.

Related resume guides

  • Operations Manager
  • Medical receptionist
  • Human Resources
  • Office assistant

How to Write a Resume for Front Desk Receptionists

Recruiter points with yellow chalk to job skills and qualifications list on blackboard

Making a resume is a snap with these four easy steps. You’ll make a stellar first impression with these practical and specific tips for building a front desk receptionist resume in 2024:

Front desk receptionists are the face of a company, so choose a resume template that reflects your professionalism, friendliness, and helpfulness. If you’re looking to work for a company that appreciates business casual like a law firm or doctor’s office, you’ll do well with a professional or elegant resume template, which has enough personality to stand out but still exude class and respect. On the other hand, if you’re hoping to help folks get signed up at the gym, organize communication and admin work for a startup, welcome folks into a travel agency, or anything that’s a bit more casual, creative templates that use a little more color will be a wise but fun choice.

Communication—interpersonal skills as well as written communication—and prioritization are among the most important skills as a receptionist. While other job seekers largely take advantage of “communication” in their resumes, this really can’t be emphasized enough for a front desk receptionist.

Besides listing communication and prioritization in the skills section on your resume , look for ways to demonstrate those skills in action in your work experience section. For instance, did you serve the front desk while also registering guests, logging requests, and finding resolutions to customer problems? That says you’re good at prioritizing tasks—all without ever using the word “prioritize.” Pretty cool.

Write your resume with the specific industry in mind. A front desk receptionist for an insurance company will have some different responsibilities than in the medical industry. Think about the most important responsibilities required in the role you want. Will you be scheduling appointments for clients, completing data entry, or answering and redirecting calls? If so, talk about past work accomplishments and success where you may have done things like:

◉ Confirmed client appointments 24 hours in advance to reduce no-shows by 22% ◉ Reduced paper use by 36% with data entry of student and testing records ◉ Addressed 80% of client concerns without redirecting or putting the client on hold

You’re a company’s ambassador, so it’s vitally important that you catch typos and mistakes in your resume.  Check your resume  a couple of times and even have a co-worker or a grammatical guru friend take a look for you. Since you so often serve as someone’s first impression of a company or organization, don’t let a silly mistake like the wrong letter in an email address keep you from getting a call for an interview.

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  • Front Desk Receptionist Resume Example

Resume Examples

  • Common Tasks & Responsibilities
  • Top Hard & Soft Skills
  • Action Verbs & Keywords
  • Resume FAQs
  • Similar Resumes

Common Responsibilities Listed on Front Desk Receptionist Resumes:

  • Greet and welcome guests upon arrival
  • Answer, screen and forward incoming phone calls
  • Provide basic and accurate information in-person and via phone/email
  • Receive, sort and distribute daily mail/deliveries
  • Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)
  • Update appointment calendars and schedule meetings/appointments
  • Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing
  • Assist with special projects as needed
  • Monitor and order office supplies
  • Assist with onboarding of new employees
  • Maintain a clean and organized reception area

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Front Desk Receptionist Resume Example:

  • Managed the front desk of a busy medical office, greeting and checking in an average of 100 patients per day with a 95% satisfaction rating.
  • Implemented a new appointment scheduling system, reducing wait times by 20% and increasing patient satisfaction by 10%.
  • Developed and maintained a comprehensive filing system, reducing retrieval times by 30% and improving overall office organization.
  • Managed the front desk of a luxury hotel, handling an average of 200 check-ins and check-outs per day with a 98% satisfaction rating.
  • Collaborated with the housekeeping team to ensure all rooms were ready for guests, resulting in a 15% increase in room occupancy rates.
  • Developed and implemented a new training program for front desk staff, resulting in a 25% improvement in guest satisfaction scores.
  • Managed the front desk of a busy law firm, answering an average of 50 phone calls per day with a 90% first-call resolution rate.
  • Developed and maintained a comprehensive database of client information, reducing retrieval times by 40% and improving overall office efficiency.
  • Implemented a new system for tracking and ordering office supplies, resulting in a 20% reduction in costs and a 15% improvement in inventory management.
  • Customer service
  • Communication skills
  • Time management
  • Multitasking
  • Problem-solving
  • Attention to detail
  • Organization
  • Telephone etiquette
  • Appointment scheduling
  • Database management
  • Team collaboration
  • Conflict resolution
  • Microsoft Office proficiency
  • Training and development
  • Inventory management
  • Adaptability
  • Professionalism
  • Interpersonal skills
  • Basic accounting and cash handling

Top Skills & Keywords for Front Desk Receptionist Resumes:

Hard skills.

  • Phone Etiquette
  • Appointment Scheduling
  • Customer Service
  • Microsoft Office Suite
  • Time Management
  • Cash Handling
  • Filing and Record Keeping
  • Inventory Management
  • Conflict Resolution
  • Communication Skills

Soft Skills

  • Communication and Interpersonal Skills
  • Customer Service and Hospitality
  • Multitasking and Time Management
  • Attention to Detail and Accuracy
  • Professionalism and Poise
  • Organization and Planning
  • Adaptability and Flexibility
  • Problem Solving and Troubleshooting
  • Empathy and Compassion
  • Conflict Resolution and Diplomacy
  • Positive Attitude and Enthusiasm
  • Teamwork and Collaboration

Resume Action Verbs for Front Desk Receptionists:

  • Communicated
  • Coordinated
  • Facilitated

Resume FAQs for Front Desk Receptionists:

How long should i make my front desk receptionist resume, what is the best way to format a front desk receptionist resume, which keywords are important to highlight in a front desk receptionist resume, how should i write my resume if i have no experience as a front desk receptionist, compare your front desk receptionist resume to a job description:.

  • Identify opportunities to further tailor your resume to the Front Desk Receptionist job
  • Improve your keyword usage to align your experience and skills with the position
  • Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Front Desk Receptionists:

Front desk receptionist, office receptionist, hotel receptionist, medical receptionist, dental receptionist, salon receptionist, spa receptionist, veterinary receptionist.

Receptionist Resume Sample for 2024 [Job Description, Skills & Tips]

Background Image

A receptionist does much more than welcome, greet, and direct a company’s guests or clients. 

The job includes maintaining the security and telecommunications systems, providing information to customers by answering or redirecting their inquiries, and offering administrative support within the company, among others. 

As such, it’s not surprising at all if you’re stuck trying to put all that effectively on your receptionist resume. 

Fortunately, though, with the right guidance, writing an impactful receptionist resume can be easy, and we’re here to help!

Read our article to learn all you need to know about writing a receptionist resume! Here’s exactly what we’ll cover: 

  • Receptionist Resume Example (Better Than 9 Out of 10 Examples)

8-Step Guide to Write Your Receptionist Resume

  • 20+ In-Demand Skills to Put on Your Receptionist Resume

So let’s get to it! 

Receptionist Resume Example (to Inspire You)

receptionist resume example

Not sure where to start with your resume? Reviewing a receptionist resume example is a good start!

The resume example above does everything right, including: 

  • Follows the chronological format. As the most popular format among recruiters worldwide, the chronological resume format is the way to go.
  • Has a memorable resume profile. To show the recruiter they’re relevant as an applicant, the candidate has written a captivating resume summary. 
  • Includes professional contact details. In addition to the must-have contact details, the receptionist resume example above also lists the applicant’s LinkedIn and Skype handles.
  • Lists quantifiable achievements. The candidate has built a work experience section that focuses on achievements to stand out from other applicants. 
  • Has a short education section. With plenty of work experience to show for, the receptionist resume example keeps their education section short. 
  • Includes relevant skills. The candidate doesn’t list every skill under the sun, but only the ones that are relevant to the position. 
  • Uses optional resume sections the right way. By adding their certificates and languages, the candidate has even better chances at standing out from the competition.
  • Is based on a well-designed resume template . To avoid the hassle of building their resume from scratch, the receptionist resume example above was built using a plug-and-play template.   

Inspired by the receptionist resume example above?

Now it’s time to write yours! Below, we’ll walk you through the 8 essential steps for creating an effective receptionist resume, starting with:

#1. Choose the Right Format and Layout

When it comes to resumes, the structure is everything. 

You can be an amazing professional and you still won’t stand much chance if:

  • Your resume sections are all out of order.
  • Your resume is very hard to follow because of a messy structure.
  • The resume looks unprofessional because you picked the wrong font . 

So, before you can start filling out the contents of your receptionist resume, you’ve got to first make sure its format and layout are just right.

When it comes to your resume format, the choice is quite easy. 

Out of the three resume formats ( chronological , functional (also known as skills-based), and combination ) you should go for the chronological resume format . It’s the most popular among recruiters everywhere in the world and successfully highlights your skills and achievements by putting your most recent work experience first. 

Here’s what it looks like: 

receptionist chornological resume

Now, when it comes to the layout, you’ll have to keep a few more things in mind:

  • Keep your resume short. Unless you have 10+ years of experience, a 1-page resume is your best bet that recruiters will go through your entire resume. After all, they receive hundreds of applications daily—they don’t have time to read your resume if it’s the same length as a short novella. 
  • Picking the right font size and style. Go for 11-12 pt font size for the body of your text and 13-14 pts for the section headers. As for the style, we recommend using a font that’s casual but professional, such as Ubuntu or Roboto. 
  • Using section headers. Section headers are a good way to clearly separate your resume’s sections. 
  • Saving your resume as a PDF file. Unless otherwise instructed in the job description, save your resume as a PDF . That way, you can be sure it will open as you intended it despite the device or OS that opens it. 

Or Skip Formatting and Layout Altogether By Using a Resume Template!

Imagine this:

You spend hours and hours tweaking your resume layout, only for it to look like a generic, black-and-white resume.

Not a good feeling, right?

Want to skip ahead of all the formatting hassle and jump right into filling in your contents? AND come out with a visually-appealing, short-n-snappy resume, all at the same time?

All you have to do is pick one of Novorésumé’s free, plug-and-play templates ! 

Our resume templates were made in collaboration with professional recruiters, which means they are easy to read and scan (and they’re ATS-friendly to boot!). 

And the best part? The templates look absolutely gorgeous (especially when compared to a standard black-and-white resume ): 

novoresume-resume-examples

#2. Add More Than Your Traditional Contact Details 

The contact information section is the most straightforward part of writing a resume. 

Basically, all you have to do is list the following details:

  • Professional title. 
  • Phone number.
  • Location (city and state/country).

Here’s how all that looks like on a receptionist resume: 

Receptionist

123-123-333

[email protected]

Scranton, PA

If you want to add some flavor to this section and you’re active on LinkedIn, you can include your profile’s URL link too. 

#3. Write a Compelling Resume Summary Summary/Objective

Put simply, your resume profile is a summary of you as a professional. 

The 2-3 sentence short paragraph goes at the top of your resume and aims to tell recruiters just enough to convince them to deep-dive into the rest of your resume.

Depending on your work experience level, you can write a resume profile as:

  • A resume summary . If you are experienced in the field use a resume summary to sum up your title and years of experience, as well as your top skills and achievements.
  • A resume objective . If you don’t have a lot to show for in terms of work experience, then you should go for a resume objective . To ace, it, mention any degree names or experience related to the field, the skills that you can offer the company, and your interest in working there. 

Here’s what a receptionist resume summary looks like:

Detail-oriented receptionist with 4 years of experience in customer service. Efficient in performing the administrative and front-desk tasks of large-scale offices. Fluent in Spanish and proficient in MS Office Suite. 

And here’s a receptionist resume objective:

Motivated communications graduate looking to apply their people and organizational skills as a receptionist at Company Z. Worked as Resident Assistant for 3 years and has hands-on experience on front desk duties, helping students solve problems, and dealing with administrational tasks.

job search masterclass novoresume

#4. Make Your Work Experience Count 

Consider your work experience section as the backbone of your receptionist resume - it’s what recruiters will be checking to see whether you’ve got what it takes to excel at the job.  

To make this section count, first, make sure to format it the right way. Here’s what that involves: 

  • Start with your current/most recent position and go backward in time. Keep your work entries relevant - the paper delivery job from your teens won’t help land you a receptionist job. 
  • Begin each work entry with your professional title. Underneath, add the company's name and location, the period you worked there, and 3-5 of achievements and responsibilities in bullet points. 
  • List fewer bullet points (1-2 for each work entry) as you go back in time. Your job from 10 years ago doesn’t need to be as comprehensively described as your last one.

After you’ve handled the formatting, you’ve got to make sure your professional experience shines through brighter than other candidates’. 

As hard as it may sound, we have some very effective tips to make that happen, including: 

  • Focus on achievements over responsibilities whenever it’s possible. After all, recruiters know what the responsibilities of a receptionist are pretty well - it’s your achievements that can really help you stand out. 
  • Quantify your achievements whenever you can. For example, instead of saying “handled incoming and outgoing calls effectively,” say “handled 100+ incoming and outgoing calls on a daily basis.”
  • You can use the following formula to quantify your achievements : “accomplished X as measured by Y by doing Z.” 

Here’s how a well-written work achievement would look like in a receptionist resume:

  • Consulted regarding a redesign of the office scheduling system, increasing accuracy by 38%.
  • Achieved 95% customer satisfaction score based on feedback forms.
  • Handled successfully 100+ phone calls daily with no complaints during the last 2 years.

And here’s a less convincing achievement:

  • Answered questions.
  • Provided good customer service.
  • Made phone calls.

The first example is achievement-oriented and the recruiter reading it knows how, exactly, you excelled at your last role.

The second example, though, is not as much. The recruiter knows that you worked as a receptionist… and that’s about it. They have no idea if you excelled at the role or not.

If you do have to list responsibilities and tasks on your Receptionist resume, make sure you’re using dynamic action words and strong verbs !

#5. Include Your Education 

The next step in creating your receptionist resume is to list your educational background.

Start by following this format:

  • Add your latest and highest degree first. 
  • Start off with the degree name, then the institution’s name, and the dates attended. 
  • Don’t add your high-school education if you hold a Bachelor’s Degree or higher. 

Here’s how the education section should look like in a receptionist resume:

BA in Communication 

Penn State University, PA

Now, if you don’t have any work experience at all, you can use your educational history to help you stand out.

In such a case, you can make this section more elaborate by mentioning:

  • Academic merits and achievements
  • Relevant coursework taken
  • Extracurricular activities  

BA in World Literature

  • Graduated Summa Cum Laude
  • Graduated first of the class in Communications
  • Resident Advisor for 3 years

#6. Include Industry-Related Skills

You can definitely tell a good receptionist by the skills they possess. 

And that’s exactly why the skills section is another receptionist resume must-have. 

Of course, this includes a balance between soft skills (e.g. communication skills , time-management, multi-tasking), and hard skills (e.g. Microsoft Office, Supply Management). 

Keep in mind, however, that the key here is to list the right skills and not every single skill that you possess.

Sure, knowing Adobe Illustrator is great, but it won’t help much with your job as a receptionist. 

So, first, go through our list below and include the must-have receptionist skills in your resume (the ones that you do possess, that is).

Then, go through the job ad you’re applying for and see if you missed an important skill or two. Make sure that the skills you’ve listed match the ones required for the role (as long as you actually possess them, of course).

20+ Receptionist Soft and Hard Skills to Put on a Receptionist Resume

Receptionist soft skills.

  • Verbal and written communication
  • Professionalism
  • Customer focus
  • Organization and planning
  • Handling pressure and tolerating stress
  • Attention to detail
  • Reliability
  • Multitasking
  • Conflict resolution
  • Problem-solving
  • Prioritizing
  • Time Management

Receptionist Hard Skills

  • Microsoft Office (Word, Excel, Outlook)
  • Administrative skills
  • Supply management
  • Typing skills (include WPM)
  • Information management software
  • Use of office equipment (fax machines, copiers, etc)
  • Multi-line phone systems

#7. 5 Additional Sections to Take Advantage Of

At this stage, if your resume is already a full one-pager, you can just skip this section altogether.

If, on the other hand, you’ve got some space left (e.g. if you don’t have a lot of work experience), you can make use of these extra sections to give your receptionist resume an edge:

  • Awards and certifications. Are you certified in office management? Do you have any awards for excellent performance in any of your previous roles? These are definitely things you should include in your receptionist resume. 
  • Languages. Whatever your position might be, knowing an extra language or two can always come in handy.
  • Volunteer experience. Volunteering can be a great way to show you also care about giving back to the community. If you’re a recent graduate, volunteering experience can also show employers that you’re familiar with hard work.
  • Internships. Got any past internship experience? Make sure to include that in your resume, along with your main tasks and achievements there. 
  • Hobbies and interests . Show the recruiter who you are outside of work. Who knows, maybe it’ll help you establish rapport with your interviewer!

The thing about extra sections is that they work on two levels: if you’re lacking work experience, they can definitely help you land an entry-level job, whereas if you’re experienced in the field, they can set you apart from other applicants with similar work experience and skills. 

Here’ an example of how extra sections should look in a receptionist resume:

Examples of Extra Sections

Certifications.

  • Microsoft Office Specialist - Issued by Microsoft
  • Certified Business Officer - Issued by the Management and Strategy Institute

Volunteer Experience

Front Desk Assistant  Scranton Community Center 06/2010 - 10/2012

  • Helped staff with daily clerical tasks and activities
  • Got hands-on experience doing administrational work
  • French (Fluent)
  • German (Intermediate)

#8. Don’t Forget to Include a Cover Letter

Including a cover letter with your resume is an inseparable part of sending a job application.

As such, it’s safe to assume that it should be just as good as your receptionist resume. 

Keep in mind, though, that a cover letter shouldn’t just rephrase whatever you mentioned in your resume.

Rather, you should use it to:

  • Summarize your most important skills, achievements, or experiences.
  • Expand on any information you couldn’t talk about in detail in your receptionist resume.
  • Mention what you know about the organization you’re applying for (and why you want to work there).

Here are our tips on creating a compelling receptionist cover letter:

  • Tailor your cover letter to the specific job position you’re applying for. Instead of using a generic cover letter introduction, start your cover letter by introducing yourself and mentioning exactly why you want to work for that company.
  • Use the body of your cover letter to talk about your skills, achievements, and qualifications in more detail. 
  • Write a strong cover letter ending by including a strong call to action. 
  • Make sure that your cover letter looks as compelling as your resume by using one of our cover letter templates . 
  • Learn more about how to write a compelling cover letter by checking out our cover letter tips .

Not sure what a good receptionist cover letter looks like? Check out our top cover letter examples !

We hope you are feeling more confident about creating your receptionist resume and we are sure you will get hired in no time!

Related Resume Examples

  • Customer Service Resume
  • Event Planner Resume
  • Bar and Restaurant Manager Resume
  • Cashier Resume
  • Waiter Resume
  • Server Resume
  • Barista Resume
  • Bartender Resume

Key Takeaways 

Follow the steps we outlined above, and you’ll have yourself a job-winning receptionist resume in no time!

Before you leave to work on your resume, though, let’s recap the key learning points we covered above:

  • Use a resume summary or objective to summarize your experiences and show the recruiter that you’re relevant for the role.
  • Mention achievements over responsibilities when possible. This helps show the recruiter how you excelled in your previous role.
  • Quantify your work experiences by using the XYZ formula.
  • Use some of the optional resume sections to help you stand out. This includes languages, hobbies, extracurricular activities, and more.

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Front Desk Resume Sample

In this guide, we will provide advice on practically everything that makes up your resume:

  • what to write
  • where to write it
  • info on the different sections
  • the key differences between a resume summary and a resume objective
  • everything else that will guarantee that your resume will work to your advantage

Moreover, you’ll learn how to fill up your front desk resume sample accordingly if you don’t have much experience. Fresh and new applicant? Don’t worry, there are countless ways to improve your work process.If you're in a rush to get hired, pay for resume services and have it done ASAP. Trust a professional and have your job application completed to the highest standard.

If you are not sure which format to choose, read on top best resume formats on Skillhub.

The US Bureau of Labor Statistics, or BLS, pegs the average front desk salary at $28,080 per year and $13,50 per hour.

resume template for front desk position

Front Desk Resume [Sample] 

Below is how a good front desk resume format should look like. On the other hand, you should always remember to modify your resume sample and cover letter layout for each job application you send out. Focus on what the employer is looking for, and emphasize why you’re the best fit for their requirements. This will ensure you will get your interview. 

[Full Name]

[Email address]

[Phone number]

Resume Summary

Here is a resume summary sample for front desk. Designing your front desk resume based on it is a quick and efficient way to go about your job search. It is pretty generic in terms of recruiters’ requirements but most would be willing to at least give you a chance to see if they want to hire you.

Receptionist with 3 years of prior experience working at [……] Inc. Graduated from XYZ University with a bachelor’s degree in Communications. In-depth knowledge of the corporate environment with a high level of professional dynamism – worked as a receptionist and as a traveling personal assistant for company CEO (substitute). Received Clerical and Administrative Employees (State) Award in 2020.

Work Experience

Corporate Receptionist

July 2019- June 2021

  • Handled administrative obligations for the company diligently
  • Managed CEO’s calendar and appointments as a temporary substitute PA for 6 months
  • Handled communications across departments by managing phone calls, and redirecting clients and new visitors to the right departments
  • Helped maintain overall organization, safety, and efficiency for the company by 40%

Key Achievement

● Won Clerical and Administrative Employees (State) Award 

Junior Receptionist 

 January 2018 – June 2019

  • Handled the front desk by managing walk-in clients
  • Managed phone calls
  • Helped with filing and inventory tasks
  • Earned the “Junior Employee of the Month” award in March 2018 – only 3 months after employment’s start.

Education & Certifications

●     BA in Communications, XYZ University 2016 – 2018

●     Certified Administrative Professional 2021

  • Customer Service
  • Time Management
  • Staff Management
  • Effective Planning
  • Interpersonal Skills
  • Verbal & Written Communication
  • Bookkeeping

We encourage you to explore the following resume examples developed using our:

● write my executive resume service

● Resume editing services online

● CV writing service online

● LinkedIn resume writers service 

We’ve developed them for dozens of professions in all kinds of industries, from customer service to engineering. Moreover, we will keep updating the list each week with new professions and examples.

Resume Objective & Resume Summary

The difference between a resume summary and a front desk resume objective is that a resume summary is mostly used by professionals who have prior work experience and training in their field and are trying to find a new position in the same field. Resume summaries must also include your most important credentials, along with your strongest selling points.

A resume objective is best suited for entry-level job-seekers who don’t have a lot of work experience just yet. It should include a concise explanation of your professional aims and goals. Additionally, you should include the reason behind your job-searching, and even if you don’t have much experience, try to highlight your strongest professional traits for the future interview.

Resume Summary [Examples] 

Wrong example ❌

  • Receptionist with 2 years of experience. Able to manage administrative duties, company communications, bookkeeping, and filing. Looking to fill a new and similar position. 

Why is this wrong? It’s too generalized and does not go into more detail. It is better to use the active voice in resume summaries and to highlight your achievements when you are trying to compete with other job seekers on the job market. The wrong resume sample showcases an ‘ok’ but an overall uninteresting type of front desk resume samples.

Right example ✅

  • Communicative and diligent receptionist with 4+ years of experience working the front desk. Formerly employed at ABCDE Corp. Boosted company efficiency and customer service satisfaction by 50% in the first year of employment. Managed an average of 50+ walk-in clients daily, while maintaining internal calendars, communications across 7 departments, and record-keeping and filing tasks alone. 

Resume Objective [Examples] 

The front desk resume objective is an integral part of any front desk resume example. Your prior training and experience are not as important here as your goals and aspirations.

  • Highly capable worker aspiring to fill a front desk position, but with no prior experience. Very organized, communicative, and a strong problem-solver.

Right example  ✅

  • Friendly, and highly organized hard worker in search of filling up a front-desk role, with 1+ years of internship experience as a clerk at Z Corp. Looking to boost the workflow of any company, and ease administrative and clerical processes.

Resume Examples [Experience]

To properly list resume work experience in a front desk sample resume, the most used format lists your most recent work experience/position at the top. Each position should be a separate data entry.

You should include your job title, the company you worked for, the duration of your employment in said company, your duties, experience and you should also include your most relevant accomplishments while working for a given business. The active voice should be employed again for this part of your sample front desk resume.

Entry Level Front Desk Resume [Experience] 

For entry-level front desk employees or ones without any work experience, start by listing internships and responsibilities you assumed during them at the top. An internship can really help in getting more responses from employers. If you don’t have one, try applying for one as soon as you can.

If you haven’t done an internship, and need to create a resume for front desk with no experience – try placing your education section at the top, writing in detail about anything relevant (courses, certifications, projects, voluntary work, part-time jobs), anything that can be leveraged in the field of administrative work.

There is no automation when it comes to this part. Your experience is a highly personal thing. Use reason and common sense to compile a section that best fits a particular job you are applying for.

Entry Level Front Desk [Sample] 

Entry-level work experience sections will need to showcase the most important duties from the previous internship. It needs to show the recruiter why you might add value to their teams. Here are the right and wrong front desk resume examples you can use to create your own. Mind that the ‘wrong’ resume example doesn’t necessarily mean you won’t get hired. But it will significantly lower your chances of acceptance.

Receptionist Intern

● Worked for X company

● Handled assigned tasks

Right sample ✅  

  Receptionist Intern

ABC COMPANY

● Provided customer service for walk-in clients and redirected newcomers to the right departments

● Handled filing, inventory, and bookkeeping

Key Achievement : 

  • Assisted 2 advanced receptionists and helped the company’s administrative and customer service operations run smoothly

Education Section: Things that Matter

During the creation of your resume, you can place your front desk education section above the work experience section, and add bulleted and detailed lists of relevant academic achievements, projects, activities, etc. Make sure to take specific job requirements into account. This will help make your front desk resume more attractive.

If you are not sure if you need a cover letter, read on Skillhub premium info:

Google docs cover letter template

What is a cover letter

Cover letter for internal position

Front Desk Resume Examples [Education]  

The next couple of front desk resume samples deal with general stuff that you feel like adding even though they don’t fit into other sections. Depending on front desk requirements you may need to add some special education entries, your previous career achievements or your expected growth in the new position.

 BS in Communications, XXX University

● Received Degree

BS in Communications, XXX University

● Received award for helping University as a volunteer staff member for front-desk operations, and signing up as library clerk assistant 

● Head of class in Organizational Communication

If you have no experience, read on how to write a resume with no experience .

Skills on a Resume for Front Desk        

Show off front desk resume skills relevant to being a front desk career field employee (hard skills), but add skills that show your value as a person as well (soft skills). Remember to list the most relevant skills in your front desk resume sample each time you apply for one.

Front Desk Resume Examples [Skills]

Skills you can list down:

  • Hard Skills: scheduling time and staff, filing, bookkeeping, data entry, CRM software, phone systems, invoicing, inventory management
  • Soft Skills: communication, teamwork, efficiency, organization, customer service, interpersonal skills, problem-solving

As stated before, it’s preferable if you place the hard skills at the top, followed by your soft skills.

Learn more about resume action words to stand out among other candidates.

How to Impress Your Recruiter

You can add additional front desk resume sections to your resume to help it stand out – this is especially useful if you are a recruit without much experience:

  • Add resume sections that showcase, abilities, hobbies, and interests that are related to the field you’re interested in
  • Try to send resumes in PDF so that their layouts and formatting are locked in place when being viewed
  • Add languages that you can speak or are fluent in. Be sure you can back up these claims though as it is likely to come up during an interview.

Our resume writers near me suggest to check your resume and ensure it is:

  • Informative

Front Desk Resume Examples [Other Sections] 

To fortify your resume and make it look like one of the professional front desk resume examples, here are some tips on what you should and shouldn’t write for the [Other Sections]:

● My hobbies include……

● I enjoyed helping the University with administrative……

 Extracurricular activities

● Working as a volunteer in XYZ University to help run administration

● Taking online courses (…) to fortify clerical capabilities and skillsets

  • English (fluent)
  • French (advanced)

These front desk resume samples showcase how to properly present yourself to your recruiter. Individuals that are experienced in the art of job searching will tell you that occupations are rarely similar even if they are advertised the exact same way.

There is no need for ‘Other Sections’ in the cover letter change of career examples since it is a one-page document about your skills and experience. Meanwhile, use ‘Other Sections’ to show your authenticity and well-rounded personality. Try to persuade the recruiter of your professional interests and achievements.

How to write to impress a recruiter. Keep on reading:

  • Use a resume summary if you have a significant amount of work experience, and a resume objective if you don’t have much experience yet.
  • Apply bold letters to bring attention to your most relevant skills and achievements.
  • Write down performance figures in resume summary sections, and resume experience sections if applicable.
  • Use the active voice as much as you can, be concise with everything that you write down, but be sure to include relevant details and accomplishments that help you stand out.
  • Modify your resume to show that you’ll fit with the company you’re applying for – for entry-level applicants make sure you write a resume objective that caters to what the company needs, and not just your personal goals. 
  • Evidently, a good and clean template goes a long way, make sure the overall look of your resume is easy to read and tidy.

If you really want to land a job, we recommend that you get a professionally written resume from our best professional resume editors who can produce a high-level resume effortlessly, and at the highest level of proficiency.

Your resume needs to be well written but most importantly, it has to be able to stand out. Click here to get yours written today – it’s affordable, it’s a smart investment, and it will alleviate you of the stress of trying to figure out how to write a front desk resume yourself. So, why not get it done professionally? 

resume template for front desk position

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How to write a impeccable front desk resume?

[ Click here to directly go to the complete front desk resume sample ]

Organizations are careful with who they employ as the face of their company.

This is why it’s important that your resume is a reflection of your amazing personality and displays the qualities that you possess proficiently.

This blog will help you come up with front desk resume ideas that will help you build a spectacular front desk resume profile and get you closer to the shortlist that you crave.

Here is a summary of our Front Desk Resume 2019 Blog:

  • Do not use "CV or Resume" to label your hospitality resume, instead write your full name as the header.
  • The reverse-chronological format is the ideal front desk resume format to build all sections of your front desk resume.
  • Never skip over framing a fitting hospitality resume objective/summary.

Read this blog to arm yourself with the information that will make you the master at writing hospitality resumes. Take heed of the hospitality resume examples and hospitality resume samples provided in this blog.

By the end of this blog, you will be able to write a job-winning resume by learning:

  • What to write in your front desk resume and how to write it?
  • How to frame your professional experience section in a front desk resume?
  • How to build ATS-targeted hospitality front desk resumes?
  • How to optimize your front desk resume skills effectively?

Make use of Hiration's Online Resume Builder which comes with a huge library of hotel resume samples. Just fill the details and you are done.

Here is a list of all that you will learn through this blog:

What is a Front Desk Resume & why do you need it?

[ Back to Table of Content ]

A resume acts as the first mode of contact between you and your recruiters. It helps you communicate your efficiency to the recruiters and provide a window to your work ethic and candidature.

A factor that every applicant should be aware of today is the Applicant Tracking System or ATS. It is a tool used by most recruiters to filter through all the applicants and pick out the most suitable ones.

It works on logarithms that scan the applications for keywords among other criteria to save the time of the recruiters. So, however you may be an amazing candidate, the recruiter will never get a chance to even lay eyes on your resume if it does not get parsed by the ATS.

So, aim at writing an ATS-friendly resume by using appropriate keywords that are relevant to the specific job that you are applying for.

This blog will help you figure out how to draft an ATS-compliant resume that can help raise your chances of being shortlisted for the job.

Need a checklist to breeze through the task of writing your resume? Read the do’s and don’ts of writing resumes to build an impeccable hospitality resume.

Front Desk Resume Sample

Take a look at our complete front desk resume sample below to know what an ideal resume should look like:

  • Welcomed guests and addressed ~20+ inquiries daily & requests in a timely & efficient manner to resolve guest concerns
  • Informed clients about the payment methods & verified 50+ credit cards data on a daily basis
  • Supervised 15+ housekeeping staff members to make sure all rooms are clean & can be allocated to new guests
  • Orchestrated rate negotiation and invoicing for 200+ large clients & business guests
  • Handled 3 vendors , balanced monthly vendor statement & invoices and negotiated with the vendors to crack the best deals
  • Trained 3 new front desk employees to make sure they are familiar with all the hotel products, services, facilities & pricing
  • Oversaw front desk expenditures , sign-in & sign-out logs, and total calls received in a day by maintaining a log-book
  • Planned and scheduled 20+ conferences & 3+ trips of the managers on a weekly basis at the best possible prices
  • Managed the kitchen stock and front-desk inventory to ensure that it's updated and carries all the latest tools & equipment
  • Won 'Client Appreciation Award' from the management for working assiduously | Jun '18
  • Received 'Employee of the Month' award out of 200 employees | Jun '19
  • Top 10 percentile of the class
  • Certified Front Desk Representative | American Hotel & Lodging Educational Institute | Jun '16
  • Languages : English, Spanish, German, French

Front Desk Resume Format

Use one of the following 3 front desk resume formats:

  • Reverse Chronological Resume Format
  • Functional Resume Format
  • Combination/Hybrid Resume Format

Choose a suitable front desk resume format depending on the stage of your career. The number of years of work experience you have will determine the format that will work best for you.

Determine which front desk resume format will work best for you by reading the following:

  • Functional resume format : Ideal for entry-level professionals/freshers. Although, you should be mindful that it is not very ATS-friendly.
  • Reverse chronological resume format : It can be used by entry- to mid-level professionals.
  • Combination/Hybrid resume format : Ideal for senior-level professionals/frequent job-switchers/professionals with career gaps as it focuses on your skillset rather than the dates of your employment history.

Front-desk-resume-infographic

Front Desk Resume Length

A 1-page resume works in most cases as an overly lengthy resume can be too tedious to read and will probably turn off the interest of recruiters.

However, if you have been in the workforce for more than 10 years, you may need more space and a 2-page resume will work fine for you. But, try to stick to that length only.

Front Desk Resume Sections

Pay attention to each section of your hospitality resume, even if it seems insignificant or not utterly important.

Find below the list of all the standard sections that should be drafted in your front desk resume:

  • Personal Information
  • Profile Title
  • Summary/Objective
  • Professional Experience

You can also frame the following optional sections if space allows or if you feel they will add value to your front desk resume:

  • Certifications
  • Awards & Recognition
  • Volunteering Experience
  • Additional Information

Read Hiration's 2022 Guide to sections in a resume to learn more about how to frame these sections and get more front desk resume ideas.

Use Hiration's Online Resume Builder which comes with a huge library of pre-filled & pre-designed hospitality resume templates that can be customized as per you want.

How to write your Front Desk Resume

Follow these three important stages of resume writing to build an effective shortlist-worthy resume:

  • First Stage: Master Front Desk Resume
  • Second Stage: First Draft of Front Desk Resume
  • Third Stage: Final Draft of Front Desk Resume

Further, we will discuss these three stages in detail and explain why it is important to take this approach.

Master Front Desk Resume

We start easy by just dumping every information you can think about regarding your employment history and your educational details in one source file.

This is a master folder which will be further used to write the hotel front desk resume that you will be sending out to recruiters.

Not only will you be using the master draft to write your front desk resume in the present time-line but it will also be used in the future to make updates to your front desk resume.

Begin by listing every piece of information in your master front desk resume. It doesn’t limit to details that you think are relevant. You never know what information you may need, so do not discriminate between any information and list everything down.

This also means that you will not have to rely on memory alone. Thus, saving both time and effort.

First Draft of Front Desk Resume

In the second stage, you have to create the first draft of your hotel front desk resume by framing these sections:

  • Certification (if any)
  • Awards & Recognition (if any)
  • Additional Information (if any)

Always remember that the standard sections are compulsory and the sections marked ‘if any’ are optional and should only be framed if they apply to you.

Final Draft of Front Desk Resume

In the third and final draft of writing your hotel front desk resume, you should frame the following sections:

  • Key Skills : Curate your front desk resume skills section at the second-to-last step as to write this you will have to scan through your resume, specifically the professional experience section to pick the most effective skills and replicate them in this section.
  • Summary/Objective : Curate this section at the very last while writing your front desk resume. This is a brief overview statement of your resume and here you need to highlight your achievements and contributions.

Ensure to read our guide on how to write a resume to learn more about the resume-writing process.

Front Desk Resume: Header

The header of your resume is by default your real full name. Using your name gives your resume a unique identity and makes it stand out from the other competitors.

Employ the following points while framing the header of your hotel front desk resume:

  • Write your full name on the topmost part of your resume in 16-20 font size.
  • This should be the largest text in your resume.
  • Initialize any middle name, if you have one. For example, Michael Gary Scott should be written as ‘Michael G. Scott’.

Read Hiration’s 2022 Guide To Writing The Perfect Resume Header to learn the craft of curating a perfect header for your front desk resume and obtain even more front desk resume ideas.

Given below is our hospitality resume sample illustrating the ideal resume header:

Head Section in a Front Desk Resume

Build your resume with Hiration's Online Resume Builder for a higher chance of being shortlisted.

Front Desk Resume: Personal Information

If your resume were to be shortlisted, the recruiters would need the information to get in touch with you. The personal information section will furnish these details.

Given below is a list of what an ideal personal information section should contain:

  • Your functional mobile number
  • Your professional email ID
  • Your current location of residence
Hiration Protip : We will advise you to not give out your marital status, religious affiliation, or political inclination. Most countries have even forbidden it by law to mention these as it may lead to biased hiring.

Updated Mobile Number

Sometimes recruiters might want to interview you over the phone or want to schedule an interview. Hence, you should provide an active mobile number that you are readily available on.

Be careful while writing your number and avoid typing mistakes as it may lead to a potential recruiter never being able to get in touch with you.

Below is the correct format for writing your mobile number:

  • Use your country’s ISD code as a prefix before your phone number
  • Put a plus sign (+) before the ISD code
  • Eg: +1 42695 82170

Professional Email Address

Emails are convenient and professional means of communication. So, provide an email ID that you created keeping in mind that you need to sound professional.

Use your name to frame your official email ID. Example: [email protected] or [email protected]

Do not give out casual email IDs with childish names because it can make your application seem not-serious. Example: [email protected] or [email protected]

Current Location of Residence

These are some of the points to be mindful of while writing your current location on your front desk resume:

  • If you are looking for a job in your own country, write the city and state of your residence.
  • If you are looking for a job in another country, write the city and country of your residence.
  • Do not write your house number, street number, or your locality name. These are unnecessary details that the recruiters do not require.

Read Hiration's 2022 Guide to composing your contact information . It will help you get a better understanding of how the personal information section should be framed.

There are several front desk resume examples attached to this guide. Take a look at this hotel resume sample below to understand what a personal information section should look like:

Personal Information Section in a Front Desk Resume

Use Hiration's Online Resume Builder to fashion a perfect front desk resume. It comes with pre-designed & pre-filled hospitality resume templates that you can easily modify to suit your needs & preferences.

Front Desk Resume: Profile Title

Profile titles are important in your front desk resume as they directly reflect your professional status by communicating your current designation, your functional industry, and your level of seniority in your line of work to your recruiter.

This hotel resume sample shows what an ideal front desk resume profile title section should look like:

Title Section in a Front Desk Resume

As can be seen in the example above, it is the second-largest text in the resume after the resume header and is written in the range of 14-16 font size to increase its visibility.

We would also advise you to not exaggerate your front desk resume profile title as it will come off as deliberately cheating the company.

In case you already have a front desk resume but are unsure about its competency, we will rate your resume and tell you what you can do to make it better. Use Hiration’s AI-powered Resume Review Service today.

Front Desk Resume: Professional Experience

Your professional experience section is the most important data in your front desk resume and it takes up the majority of your resume. Ensure that you draft this section thoughtfully.

You can use this section to make the recruiters recognize your potential and establish yourself as the best candidate for the job.

This can be done by following the below-mentioned guidelines:

  • Use the STAR format
  • Frame one-liner points
  • Use bucketing & bolding

Read Hiration’s Guide on how to compose the professional experience section in your resume and establish your candidacy in the right manner.

Need a visual to what the perfect professional experience section should look like? Here’s a hospitality resume example:

Experience Section in a Front Desk Resume

Below, we have expanded on these three tips:

STAR Format

Let us start by what is considered the best format to frame the points in the professional experience section of your front desk resume.

STAR stands for:

S: Situation - The situation that led to your contributions. T: Task - A task that was assigned to you. A: Action - What action you took to fulfill the assigned task. R: Result - What were the results of this action in the form of an achievement figure.

The root of the effectiveness of the STAR format stems from the fact that it establishes a cause-effect relationship in each point between your actions and their results. This shows the recruiter the exact way you benefited the organizations that you previously worked with.

Framing Points

Another tip we want to impart is the use of framing one-liner bullets instead of paragraphs to communicate your roles & responsibilities while communicating about your previous roles.

Let us look at these two front desk resume examples below and briefly analyze them to understand the importance of framing points and how you can apply it to elevate your resume-writing process.

Example 1 :

“I addressed 30+ inquiries daily while welcoming guests and solved their requests in a timely & efficient manner. I also notified clients about payment methods & verified 300+ credit card data weekly. Moreover, I spearheaded a team of 20+ housekeeping staff members and made sure that all the rooms were clean and can be allocated to new guests. Additionally, I orchestrated rate negotiations and invoicing for 300+ large clients & business guests.”

Example 2 :

Addressed 30+ inquiries daily while welcoming guests and solved their requests in a timely & efficient manner Notified clients about payment methods & verified 300+ credit card data weekly Spearheaded a team of 20+ housekeeping staff members and made sure that all rooms were clean & can be allocated to new guests Orchestrated rate negotiations and invoicing for 300+ large clients & business guests

Framing Points Analysis

By analyzing and comparing the above two front desk resume examples, we can easily state that framing points make the resume more readable unlike the use of paragraphs.

While both the examples are stating the same information, by framing points we have made the statements more readable, clear, and easily comprehensible.

Do not be afraid of leaving a little white space as the lack of it, as can be seen in example1, will make your resume look bulky and it may not be able to effectively communicate your skills and achievements to the recruiters. Hence, invariably leading to rejection all the time.

Hence, make use of one-liner bullet points and frame these following the STAR format to achieve the shortlist that your heart desires.

Bucketing & Bolding

At last, we come to bucketing & bolding.

Here, all you need to do is identify similar points and group them under unique subheadings while highlighting the important aspects of each point like performance figures.

Let us look at these two front desk resume examples and analyze them to understand how you can also implement bucketing & bolding to enhance the quality of your front desk resume.

Client Servicing & Credit Card Verification Addressed 30+ inquiries daily while welcoming guests and solved their requests in a timely & efficient manner Notified clients about payment methods & verified 300+ credit card data weekly Supervision & Invoicing Spearheaded a team of 20+ housekeeping staff members and made sure that all rooms were clean & can be allocated to new guests Orchestrated rate negotiations and invoicing for 300+ large clients & business guests

Bucketing & Bolding: Analysis

As we can see from the above two front desk resume examples, framing one-liner bullet points alone is not enough to hold the recruiters' attention. You need a little more.

By using bucketing and bolding, you direct the attention of the recruiter to specifics that you want to make sure does not skip their notice, as is done in example 2.

Hence, frame one-liner bullets and bucket and bold them to bring out the best of your resume. This makes your resume look organized and articulate.

Framed your front desk resume already? Get an honest and articulate review through Hiration’s Resume Review Service.

Front Desk Resume: Education

Provide your educational qualifications to get an edge on your competitors. The education section of your front desk resume should ideally consist of:

  • Name of your school/university.
  • Name of the courses you have pursued.
  • The location of your school/university.
  • Date of enrolment and graduation from each course (in month and year format).

Refer to Hiration's 2022 Guide on how to list education on your resume to read an exhaustive guide on how to curate the perfect education section for your front desk resume.

Here is our hospitality resume example showcasing the ideal education section:

Education Section in a Front Desk Resume

The above example you see is drafted with the use of Hiration's Online Resume Builder . Use it to get access to amazing designs and templates.

Front Desk Resume: Certifications

Listing your certifications on your front desk resume will add value to your professional experience and educational qualification. It can bring you to the recruiters’ attention and make them recognize your potential.

It makes you stand out as it shows your dedication. It shows that you took out time to get certified and hence singles out your passion for the job.

The certification section of your front desk resume should communicate the following details:

  • Name of the certification you have pursued.
  • Name of the certificate issuing body.
  • Location of the certifying body.
  • Enrollment and completion date in the month and year format.

You can align these points in the below-mentioned format:

{Name of certification} | {Affiliating Institution} | {Location} | {Date} (in month & year format)

If you are curious for more information, read Hiration's 2022 Guide on listing certifications on a resume. .

Look at what an ideal certification section looks like in our front desk resume example:

Certifications Section in a Front Desk Resume

Take the reins of your career back by identifying the defaults of your resume. Use Hiration’s Resume Review Service to know exactly how.

Front Desk Resume: Additional Information

Although not a mandatory section, the additional information can prove to be the key to why you might be shortlisted, especially if you are just starting your career.

In this section, you can add any miscellaneous information, ranging from your ability to use multiple languages and any relevant hobbies that may help enhance your job application.

The hospitality resume sample that we have attached below shows what a perfectly composed additional information section should look like:

Additional Information Section in a Front Desk Resume

Front Desk Resume Key Sections

Front desk resume: key skills.

Intrigue the recruiters by using industry-specific skills in this section. Go through your resume with a fine-toothed comb and pick out the skills that the recruiter will love to see here.

Also, align your resume with the needs of the ATS by mentioning the keywords used in the job description of the job you are targeting. Although, only write the skills that are justified in your professional experience.

We would like to take this opportunity to also remind you to curate the key skills section of your front desk resume in the second-to-last step when writing your resume.

Read Hiration's 2022 Guide on what skills to put on a resume Hiration's 2022 Guide on what skills to put on a resume for a more detailed guide on this section.

Get your front desk hotel resume reviewed with Hiration’s Resume Review Service. It is free of cost and will help you get closer to a job interview!

Here is our front desk resume sample showcasing the ideal front desk resume skills section:

Skills Section in a Front Desk Resume

Front Desk Resume Summary

A recruiter will glance through your resume in less10 seconds. How can you hook their attention so that you advance to the next round?

Make their task easier by summing up the most important data at the beginning itself. Use the summary section to the fullest to make the recruiters recognize your potential.

Highlight the most significant skills you possess and your contributions and achievements towards your previous organizations without using any names.

Read the list below for tips on how to curate the perfect resume summary:

  • Write your front desk resume summary at the end as it makes it easier to decide what to put on this section and eliminates the need to go back for edits.
  • Start by writing your years of experience and go on to include your career highlights.
  • Sprinkle the keywords used in the job description of the job you are targeting.
  • Keep it limited to 3-5 lines only and write it only if you have a work experience of 3 years or more.

Read Hiration's 2022 Resume Summary Guide and write an impactful front desk resume summary yourself.

Attached below is the example of an ideal resume summary. The snippet is taken from our hospitality resume template:

Summary Section in a Front Desk Resume

Front Desk Resume Objective

The hospitality resume objective serves the same purpose as a front desk resume summary. The only difference is that the objective is required by people with no work experience or with work experience of fewer than 3 years.

They can also be used by professionals with career gaps. Here, you talk about what you can contribute towards an organization and not about what you expect from the organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about fashioning impeccable front desk resume objectives.

Resume Review Service

Get your front desk resume professionally reviewed by our resume experts at Hiration. Your resume will be reviewed in compliance with the below-mentioned parameters:

  • Compliance with industry norms
  • Content Relevance
  • Recruiter Friendliness
  • Design Compatibility
  • Conversion Scope
  • ATS Compliance
  • Global Compatibility
  • Performance Assessment
  • Resume Formatting (font, margins, the order of sections, etc.)

You will also get 2 front desk resume templates for free! Use Hiration's Resume Review Service today!

Online Resume Builder for Front Desk Resume

Hiration’s Online Resume Builder is professionally designed to specifically help you curate a shortlist-worthy, ATS-targeted resume. It comes with the following resources:

  • Option to save unlimited resumes
  • 25+ resume designs
  • Full rich-text editor
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Use Hiration’s Online Resume Builder to write an impeccable front desk resume.

Key Takeaways

  • Use STAR format to write the one-liner bullet points in the professional experience section to establish a cause-effect relationship that makes your front desk hotel resume comprehensible.
  • Start every one-liner bullet point in your professional experience section with an action verb and use the past participle of the verb for all your former profiles and present continuous for present profiles.
  • Apply bucketing & bolding to highlight your most significant skills and achievements while framing the bullets in your front desk resume.
  • Write a front desk resume summary if you hold an experience of 3 years and above and a hospitality resume objective for 3 years and less of work experience.
  • Provide performance figures in the professional experience section wherever applicable.
  • Use the month and year format to write dates throughout all sections of your front desk resume.
  • Keep the length of your hospitality resumes to a single page. Only exceed this length if you have more than 10+ years of experience.

We have now come to the end of this blog.

It’s time for you to put this knowledge to use and start writing your job-winning front desk resume. Head on over to Hiration’s Online Resume Builder and make your job easier.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Front Desk Agent Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the front desk agent job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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  • Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager or Front Desk Supervisor
  • Perform other tasks as assigned by the Front Office Manager or Assistant Front Office Manager
  • Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Front Desk Supervisor
  • Reports any unusual occurrences or requests to the manager or assistant manager
  • Receives direction from Assistant Front Office Managers and Property Managers
  • Cross training in PBX, concierge, and other duties the Front Office Manager and Assistant Manager may have
  • Maintain a clean and organized work environment and ensure work station inventory is fully stocked
  • Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels
  • Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager, or Night Audit Supervisor
  • Reports any unresolved problems with owners and guests to management. Maintains clean work area. Provides information on area attractions and resort amenities
  • At the discretion of the Front Desk Manager, Assistant Front Desk Manager and Front Desk Lead, help train new team members
  • Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
  • This position will work closely with Emergency Services assisting with guest emergencies and evacuations during night time hours
  • Perform daily operations of front desk including checking guests in and out, answering phones
  • Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with Guests, clients, co-�workers, and management
  • Providing safety deposit boxes for guests by escorting them to the vault room and assisting the customer in opening the deposit box lock
  • Performs other duties as assigned, requested or deemed necessary by management
  • Develop a basic knowledge of the Marsha reservation system
  • Manage reservations and check-ins to ensure the highest RevPar..
  • Performs any other duties as requested by supervisor
  • Providing guests with welcome folders containing room keys and information about the hotel and surrounding area
  • Proficient in use of computers to include Microsoft Office Suite, including solid working knowledge of Excel, Word and PowerPoint
  • Detailed knowledge on computers and proficient in all Microsoft Office Programs (Word, Excel, Powerpoint)
  • Exhibits excellent hospitality guest service skills and demonstrates a strong attention to detail and follow up
  • The ability to work independently with professionalism while maintaining a focus on quality and customer service
  • Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
  • Knowledge of accounting operations to include all aspects such as accounts receivable, accounts payable, etc
  • Demonstrated ability to work with maximum accuracy, efficiency and attention to detail
  • Proficient in time management; the ability to organize and manage multiple priorities
  • Calm, efficient, and organized with great attention to detail
  • Considerable knowledge of engineering policies, procedures, plumbing, HVAC, carpentry, electrical and DDC energy management systems, license in one of areas

15 Front Desk Agent resume templates

Front Desk Agent Resume Sample

Read our complete resume writing guides

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  • Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings)
  • Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel
  • Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing
  • Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations
  • High school diploma or equivalent. -required
  • Must be able to speak, read, write, understand and comprehend English fluently. -required
  • Proficient in Microsoft applications. -required
  • Proficient on property management systems (SMS, PMS, LMS). -preferred
  • Hotel or property management or guest service experience. -preferred
  • Knowledge of the area. -preferred
  • Greeting guests in a warm and friendly, prompt and professional manner
  • Register guests collecting appropriate information from the guest and make necessary notations in the reservation system, issue room keys, provide information on hotel services and room location, process payment for stay and close out guest accounts at time of check out
  • Make room reservations, log guest requests and accurately maintain the status of each reservation
  • Perform weekly pre-arrival and post-arrival inspections of high end hotels, condos and homes
  • Responsible for cleanliness of Guest reception and surrounding public areas
  • Maintain a high level of professional appearance, demeanor and ethics at all times
  • Must be able to read, write, speak & comprehend English fluently - required
  • Must have a Valid Colorado Driver’s License - required
  • Must be able to stand/walk for long periods of time in excess of 2 hours without sitting - required
  • Must be proficient in Microsoft applications (Work, Excel and Outlook) - required
  • Must be able to work in a team and be detail orientated
  • Must be able to lift and carry 50lbs
  • 2 or more years of guest service experience - preferred
  • Preserve quality of Homeowner and Guest experience at Property
  • Assist on site General Manager as needed
  • Checking for arrivals and departures daily and updating Housekeeping report
  • Weekly inspection of high end Homes, Condos and Common Areas and preparing these for arrivals and checking after departure
  • Delivering packages and performing a multiple errands and tasks
  • Previous Hotel Experience
  • Experience working with Property Management Systems
  • Valid US Driver’s License
  • File MOD reports and post preshift meeting
  • Ensure that the Guest request log, welcome call log, and complaint log are completed and followed up. Own all guest requests and ensure they are followed up within 15 minutes of the request
  • Follow up with a phone call
  • Look at inventory and shift inventory if necessary. Review site tours and ensure houskeepeing is aware of room to use
  • Ensure all rooms are filed under the correct room number and name
  • Ensure all guest roommoves are noted and completed and cancelled if applicable. Ensure all F11 request are logged in MOD report
  • Must follow division grooming standards
  • F&B responsibilities: Coffee service, sunrise selections, and other duties as required

Seasonal Front Desk Agent Destination Kohler Resume Examples & Samples

  • You will provide guests of the American Club with prompt, courteous services that exceeds expectations
  • You will graciously assist with registration, guest departures, cashiering, reservations, and information at the American Club and Carriage House Club Rooms
  • Absolute integrity is required. The ability to for see potential shortcomings and problem solve is a plus
  • As this position is seasonal you will be required to work days, nights, weekends, and holidays
  • Demonstrate ability to show tact, courtesy, and diplomacy in difficult situations
  • Communicate and coordinate maintenance and housekeeping requests
  • Maintain all front desk functions and systems
  • Answer questions about Beaver Creek activities and Vail Valley
  • Contact guests prior to arrival and infom them of check in location
  • Able to stand/walk for long periods of time in excess of 2 hours without sitting - required
  • Proficient in Microsoft applications (Work, Excel and Outlook) - required
  • Able to work a varied schedule depending on the property - required

Front Desk Agent Bear Paw Lodge Summer Seasonal Beaver Creek Resume Examples & Samples

  • Pre-arrival and ongoing Guest contact
  • Scheduling and following up on Maintenance requests
  • Picking up mail
  • Proficient in MS Office applications - Word, Excel, and Outlook
  • Able to communicate with owners and guests with diplomacy and tact
  • Able to communicate effectively in Eglish (both written and verbal)
  • Previous hpospitality or guest service expereince

Condo Front Desk Agent Resume Examples & Samples

  • Follow proper cash handling procedures outlined in the bank contract and training manual
  • Ensure the area is maintained in an organized manner and kept cleaned every shift. (i.e. entrance, lobby, front desk, back office, storage closets)
  • Complete all administrative paperwork in a timely and accurate manner
  • Ensure the department leads the charge in regard to recycling efforts and environmental initiative
  • Provide superior service to our customers (internal and external) at all times. Follow The Resort’s etiquette guidelines as mandated on the employee staff guide
  • Check in guests at front desk, confirming and entering appropriate information by asking for an ID card and credit card
  • Check guests out and ensure billing is correct
  • Run various computer reports at the beginning and end of the shift (checklist, D2L, D2S, Guest Folio, etc.)
  • Relay guest housekeeping requests by calling the Housekeeping department and follow up with the guest after 20 minutes
  • Knowledgeable of the Grand Summit, Silverado and Sundial hotel amenities and lay-out
  • Must be willing to work weekends, holidays and nights and graveyard shifts (as necessary)
  • High school degree plus minimum one year of relevant clerical experience or a combination of education and experience from which comparable knowledge and skills are acquired
  • Basic typing skills with computer data entry experience desirable
  • Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services as well as general information about the area
  • Must carry and present oneself in a professional manner
  • Able to lift 30 lbs
  • Valid US driver's liscense
  • Resume attached (required)

Overnight Front Desk Agent / Night Audit Resume Examples & Samples

  • Take payments, post charges, enter amounts into computer, and balance accounts at end of shift
  • Relay guest maintenance requests through Maintenance Connection and follow up with guest after 20 minutes
  • Computer training and knowledge of how hotel reservations work
  • Knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
  • Maintain knowledge of daily activities in and around the hotel, resort and Park City area
  • Make full use of the intranet and Public TC-Fileserver for additional knowledge and information
  • Assist Bell and Valet when appropriate
  • Use of keyboard, bending, lifting

Front Desk Agent, Doubletree by Hilton Resume Examples & Samples

  • Solicit guest comment cards at every opportunity
  • Understand and be able to make a walk-in reservation
  • Basic reading, spelling and math skills
  • Ability to converse clearly and comfortable with many different types of people and to deal courteously and efficiently with customers and other Company personnel. Neat appearance and good social manners

Overnight Front Desk Agent Resume Examples & Samples

  • Position is overnight and applicant must be willing to work alone
  • Run various computer reports at the beginning and end of the shift
  • Answer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members
  • Answer the switchboard within 3 rings and transfer calls to appropriate department or person
  • Handle emergencies that arise when on duty alone, notifying appropriate personnel
  • Assist in general maintenance and inventory of Front Office equipments and supplies and cleanliness of the Front Desk, PBX and reception area
  • Cross-train with other departments and be able to cover shifts (as necessary)
  • Standing for extended periods of time
  • Maintain a clean and neat business like appearance at all times using a high standard of personal hygiene
  • Must be willing to work weekends, holidays and nights and graveyard shifts
  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved in a timely and efficient manner
  • Handle mail and messages properly and on a confidential basis as well as be responsible for safety deposit boxes
  • Handle all front desk duties according to hotel policies, procedures, internal rules and standards
  • Have knowledge about room rates, packages, discounts, promotions and upgrade program and know how to handle each
  • Bank out at the end of the shift by following the blind drop procedures strictly. The MOD will always verify the shift closing
  • Hotel guest service experience or other customer service background. -preferred
  • Must be able to communicate effectively in English, written and verbal. -required
  • Must be well spoken and polished up to resort property expectation. -required
  • Experience with hotel operations, computer skills, customer/guest service. -preferred
  • Check in/out process
  • Pre-arrival correspondence with owners and guests
  • Staying current with concierge information and making concierge bookings
  • Maintaining guest and group accounts
  • Managing telephone, email and facsimile correspondence
  • Coordinating housekeeping and maintenance
  • Filing and keeping front desk organized
  • Inspecting condos and common areas
  • Assisting property manager with projects
  • High School diploma or equivalent - required
  • Able to read, write, speak, comprehend and understand English - required
  • Proficient in Microsoft Office and have good general computer skills - required
  • Able to lift and carry up to 50lbs - required
  • Able to stand for up to 2 hours without sitting - required
  • Able to work weekends and holidays as - required
  • In-person interview - highly preferred
  • Prior experience in the hospitality field - highly preferred
  • College degree - preferred
  • Must have a high attention to detail
  • Must be self motivated
  • Must have the ability to work with limited supervision

Front Desk Agent / Member Services Resume Examples & Samples

  • Serves members efficiently, promptly and courteously by giving the highest level of customer service
  • Greets members and guests
  • Constantly interacts professionally with members and guests
  • Provides information on events, promotions and special offers
  • Promptly communicating with member requests for storing and accessing various sporting gear
  • Documenting and handling billing transactions for services, rentals and guest fees
  • Solving member issues within authority level; if unable to resolve, pass on to manager for further assistance
  • Maintains the cleanliness and neatness of the front desk and lobby area
  • Arriving on time and in uniform for shift
  • Always holds a professional attitude when discussing the club and anything of relation to it
  • Thoroughly understands and follows proper opening and closing policies and procedures
  • Uses proper telephone etiquette
  • Performs general office work such as word processing, filing and operating copy and fax machines
  • Posts and files charges to members' accounts
  • Accurately follows SOX policies when completing accounting paperwork
  • Performs club opening duties (turn on all equipment, lights and music)
  • Attends all mandatory staff meetings and trainings
  • Completes any tasks or projects assigned by Front Desk Supervisor
  • Complies with facility usage policies found in training manual
  • Performs other duties required by the manager on duty
  • Knows all safety and emergency procedures and accident prevention policies and procedures
  • High school diploma or equivalent - required
  • Previous guest/customer service experience - required
  • Ability to communicate effectively in English, both written and oral - required
  • Proficient at MS Word and Excel - required
  • Ability to stand for long periods of time without sitting - required
  • Ability to reasonably and rationally handle guest complaints and questions with diplomacy and tact - required
  • Flexible schedule and the ability to work weekends and holidays - required
  • Professional appearance, excellent guest service skills, ability to multitask and strong verbal communication skills are required
  • Candidates with prior guest service experience in a fast paced environment preferred
  • Potential for long term professional development
  • High school diploma or equivalent is required- College Degree preferred
  • MS Office proficiency is required
  • Prior front desk experience a plus
  • Able to communicate with guest, homeowners, and colleagues with diplomacy and tact
  • Experience in a guest service environment is strongly preferred
  • Previous knowledge of the Resort is strongly preferred
  • Able to lift 30 lbs and to stand for long periods of time in excess of 4 hours without sitting
  • Proficient on property management systems (SMS, PMS, LMS) - preferred
  • Flexible schedule including weekends and holidays is required
  • Welcomes guests in a warm, friendly, prompt, and professional manner
  • Register guests, issue room keys, provide information, process payment for stay, and close out guest accounts at time of check out
  • Takes phone reservations and is able to match the guests needs with the appropriate room type & property
  • Inputs online reservation notifications into our lodging management system
  • Utilize all guest notes to provide preferences on accommodations and services
  • Responsible for ensuring that all resort guests have the highest quality guest service experience possible by adhering to the brand standards while maintaining a profitable department
  • Answer the phone according to brand and resort standards
  • Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees, managers and guests
  • Complies with all Resort policies, procedures and standards of operation
  • Welcome guests in a warm, friendly, prompt and professional manner
  • Register guests, issue room keys, provide information on hotel services and room location, process payment for stay, and close out guest accounts at time of check out, all according to Arrabelle Standards
  • Answer phones in a prompt and courteous manner according to the Arrabelle Standards
  • Utilize all guest profiles and names, and provide preferences accordingly
  • Distribute mail/messages/faxes following procedure
  • Perform the daily tasks according to the RockResort Standards, and those set forth by the Supervisor or Manager
  • Maintain a high level of professional appearance, demeanor and ethics in dealing both with guests, co-workers and subordinates
  • Conduct site tours of the hotels guest rooms and general areas as needed
  • Handles confidential information, including guest records, with a high degree of integrity
  • High School Diploma or GED. -required
  • Must be able to lift 50 pounds. -required
  • Must be able to stand for eight hours. -required
  • Must be personable and be able to anticipate guest's needs. -required
  • Must provide excellent customer service. -required
  • Must be able to work in a fast paced environment. -required
  • College Degree in Hospitality, Business, or related field. -preferred
  • Work experience from any service/ guest related job. -preferred
  • High school diploma - required
  • Able to communicate in English, both verbally and in writing - required
  • Willing to work overnight shift, holidays, and weekends – required
  • At least 2 years previous customer service - preferred, hotel experience - preferred
  • Microsoft Office and LMS knowledge - preferred

Lead Front Desk Agent Resume Examples & Samples

  • To assist in properly screening and hiring new associates to maintain staffing requirements for the Front Desk, focusing on guest service oriented people
  • Handling the daily responsibility of tracking and reporting room upgrades
  • Reply to positive Market Metrix responses
  • Communicate throughout the department to foster teamwork
  • 2-3 years hotel, hospitality or guest service experience -required
  • Marriott experience - highly preferred
  • Working knowledge of Microsoft Office. -required
  • Fluency in English. -required
  • Previous Supervisory experience. -preferred
  • Familiarity with Vail and Beaver Creek Resorts services, mountain layout, and activities. -preferred

Front Desk Agent, Radisson Resume Examples & Samples

  • Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor
  • Provides information regarding policies and procedures, terms and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers
  • Identifies and prioritizes problems and issues related to service area. Performs research, offers solutions, options and strategies. Refers to appropriate person or department as needed, and/or arranges for service. Gathers data as necessary for related offices such as Financial Aid, Admissions, Student Conduct and student issues using the University Information Systems. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request
  • Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc
  • Studies and maintains currency with all applicable policies and procedures, contracts and related legal issues
  • Interprets terms and conditions of contracts, authorizes change/exceptions to contract terms, generates contracts or forms for distribution
  • Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs
  • Represents department to students, parents, faculty, administrators, staff and other outside customers. May act as representative for department at internal committee meetings such as Customer Service Planning Group. Makes formal presentations as assigned
  • Trains schedules, assigns and prioritizes workloads. Interprets operating policies and procedures. Ensures timely completion of department’s work. May lead student workers
  • Notifies appropriate personnel in the event of an emergency. Maintains complete and accurate records of all student-or staff-related safety incidents
  • Willing to work holidays and weekends - required
  • At least 2 years previous customer service experience - preferred
  • Hotel experience - preferred
  • CO Drivers License with satisfactory driving record - preferred
  • Microsoft Office and Hilton OnQ knowledge - preferred
  • To supervise proper cleanliness standards are maintained in the front of the house areas. (i.e. front desk, back office, storage closets, dry cleaning closet and public restrooms
  • Insure brand standards for service, communication, grooming and training are met
  • Preform weekly inspections on all homecare and rental units
  • Assisting guests during their stay
  • Checking arrivals and departures for each unit daily
  • Changing lightbulbs
  • Light maintenance duties
  • Delivering packages and other duties relating to guest comfort and convienence
  • Answering phones at the front desk
  • Able to read, write, speak and comprehend English - required
  • Must have an acceptable driving record - required
  • At least 1 year of previous guest service/customer service experience - required
  • Able to work weekends and holidays - required
  • Resume - strongly preferred
  • 2 yr. hospitality or other guest service experience preferred but not required
  • Able to lift and carry 50 lbs
  • Proficient on property management systems (SMS, PMS, LMS) preferred but not required
  • Must be able to work the night shift from 11pm-7am
  • Must be able to work weekends and holidays
  • Successful completion of a Background Check-required
  • Ability to communicate in excellent English both written and verbally, over the phone and in person

Japanese Speaking Front Desk Agent Resume Examples & Samples

  • Ability to speak Japanese Required
  • Previous computer experience
  • Ability to confidently utilize service recovery methods
  • Enthusiastic about interacting and helping guests
  • Willing to follow instructions and take direction
  • Training Availability: 2-3 weeks of full availability (day AND evening) will be required immediately following the start date to complete the training
  • Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays and special events
  • This role is Part Time and requires full availability for three (3) days per week, including nights and holidays
  • Knowledge of Hawaiian language preferred
  • Previous experience in a high volume, fast paced office type environment
  • Previous experience in a hospitality or tourism related role on the Hawaiian Islands preferred
  • Previous Leadership experience
  • Full availability for any shift seven (7)) days per week, including nights and holidays is preferred
  • Register guests and assigns rooms. Accommodates special requests whenever possible
  • Assists supervisors to ensure that all employees receive the training, support, guidance, feedback, and resources necessary, as related to the areas of responsibility to the position
  • Assists in preregistration and blocking of rooms for reservations
  • Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures
  • Understands room status and room status tracking
  • Knows room locations, types of rooms available, and room rates
  • Distributes proper vehicle permits for renewal. Inspect parking areas for appropriate garage documentation
  • Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms
  • Possesses a working knowledge of the reservations department. Knows cancellation policies
  • Knows how to use front office equipment
  • Facilitate the training new employees at the front desk
  • Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
  • Follows procedures for issuing and closing safe deposit boxes used by guests
  • Uses proper mail, package, and message handling procedures. Oversees mailing operations, i.e. Fed Ex/ UPS outgoing and ingoing
  • Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel
  • Maintains daily records of front office inventories to see what products need to be replenished
  • Knows all safety and emergency procedures, Is aware of accident prevention policies
  • Maintains the cleanliness and neatness of the front desk area
  • Have a comprehensive knowledge and working experience of the property
  • Assists in hiring and oversees bellmand/ ski valet
  • ◦Read the logbook and most recent MOD report to ensure knowledge of all events
  • ◦File MOD reports and post pre-shift meeting
  • ◦Check for any group arrivals
  • Look at inventory and shift inventory if necessary. Review site tours and ensure housekeeping is aware of room to use
  • Ensure all registration cards have signatures, credit card swipes/ imprints, and are completed as necessary
  • Ensure all guest room moves are noted and completed and cancelled if applicable
  • Deliver amenities, valet cars, luggage assist
  • Responsible for handling a cash bank, signing in and out
  • Must follow division resort grooming standards
  • Have basic knowledge of MARSHA reservation system and sold out night procedures
  • Display a positive and motivating attitude in order to maintain a high associate morale
  • Check in and check out guests according to the Vail Marriott standard operating procedures
  • Always greet guests that come within the 15/5 rule
  • Always avoid slang or jargon of any kind. Ability to effectively use the L.E.A.R.N. technique for dealing with guest complaints. Facilitate guest requests
  • Handle guest’s incoming calls within three rings with enthusiasm and great attention to detail. Use proper and professional telephone etiquette and report guest problems by using the AYS system
  • Enter guest incidents and requests into GuestWare, as well as, follow up and close out
  • Understand duties of all hotel departments to effectively connect incoming calls and solve problems. Demonstrate proper use of 2-way radio and paging system
  • Be knowledgeable about the hotel information, local attractions, restaurant and transportation available around the hotel, as well as in house activities, in order to answer inquiries
  • Maintain rate and credit integrity of the hotel and follow all proper procedures for posting charges and collecting payment for room and tax and incidental charge
  • Understand and follow credit and cash handling policies and procedures, and know how to perform accurate adjustments and charges to guest accounts
  • Be responsible to verify associates shift closing and banks
  • Professional demeanor and high work ethic is expected every day, regardless of the situation. Keeping a professional communication between all Guest, Managers and other employees is expected at all times
  • Cross-Train with management to ensure comfort with all FD procedures
  • Responsible for resolving customer issues and complaints by conducting thorough research into the situation and determining the most effective solutions
  • Motivate and constantly encourage associates to progress their knowledge, skills, and abilities for all FD procedures
  • First point of contact for all FD employees. Helps train associates by reviewing checklists, reviewing policies and procedures and answering questions
  • Conducts audit of the front desk agents
  • Acts as Manager on Duty when necessary
  • May help with hiring, staffing, scheduling, providing work direction and performance evaluations
  • Ability to perform all duties and tasks associated with the Front Desk Agents
  • Responsible for ordering hotel newspapers daily
  • Providing a warm welcome to guests entering the Lodge
  • Courteously providing efficient registration and maintaining accurate guest accounts with the use of the Property Management System
  • Required to be knowledgeable and provide information regarding Grand Teton Lodge Company, Grand Teton National Park and the surrounding Jackson Hole area
  • Fulfill lift ticket orders using Point of Sale system for lodging guests
  • High School Diploma or Equivalent - required
  • Good English communication skills - required
  • Provide superior service to our customers (internal and external) at all times. Follow the resort’s etiquette guidelines as mandated on the employee staff guide
  • Check guests out, and ensure billing is correct
  • Answer a variety of questions from guests, and handle routine problems (referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members)
  • Relay guest maintenance requests through Maintenance Connection, and follow up with guest after 20 minutes
  • Relay guest housekeeping requests by calling the Housekeeping department, and follow up with the guest after 20 minutes
  • Answer the switchboard within 3 rings, and transfer calls to appropriate department or person
  • Knowledgeable of the Grand Summit, Silverado. and Sundial hotel amenities and lay-out
  • Assist in general maintenance and inventory of Front Office equipments, supplies. and cleanliness of the Front Desk, PBX, and reception area
  • Must be willing to work weekends, holidays, nights, and graveyard shifts (as necessary)
  • High school plus one year of relevant clerical experience; or, a combination of education and experience from which comparable knowledge and skills are acquired
  • Basic reading, spelling, and math skills
  • Ability to converse clearly and comfortably with many different types of people
  • Ability to deal courteously and efficiently with customers and other company personnel; good social manners
  • Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services, as well as general information about the area
  • Provide superior service to our customers (internal and external) at all times. Follow the resort’s etiquette guidelines as mandated in the employee handbook
  • Undergo computer training and gain knowledge of how hotel reservations work
  • Remain knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
  • Maintain knowledge of daily activities in and around the hotel, resort, and Park City area
  • Understand the intranet and Public TC-Fileserver to use for additional information
  • Be knowledgeable of the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
  • Assist in general maintenance and inventory of Front Office equipment, supplies, and cleanliness of the Front Desk, PBX, and reception area
  • High school education, plus at least one year of relevant clerical experience – required
  • Basic typing skills with computer data entry experience – preferred
  • Basic reading, spelling, and math skills – required
  • Ability to converse clearly and comfortably with many different types of people – required
  • Ability to deal courteously and efficiently with customers and other company personnel; good social manners – required
  • Ability to learn a variety of information about the Company’s lodging and recreational facilities, packages and services, as well as general information about the area – required
  • Provide superior service to our customers (internal and external) at all times
  • High school plus at least one year of relevant clerical experience - required
  • Basic typing skills with computer data entry experience - preferred
  • Basic reading, spelling and math skills - required
  • Ability to converse clearly and comfortable with many different types of people and to deal courteously and efficiently with customers and other company personnel - required
  • Ability to learn a variety of information about the company’s lodging and recreational facilities, packages and services, as well as general information about the area - required
  • Must be willing to work weekends, holidays and nights and graveyard shifts (as necessary) - required
  • Serve members courteously and efficiently
  • Respond to member inquiries promptly
  • Answer and direct telephone calls
  • Assist with inquiries regarding new memberships
  • Assist members with vacation plans and coordinate activities as requested
  • Assist with the marketing of club events; register members for events using JONAS CLUBHOUSE ONLINE
  • Manage guest and locker billing using JONAS
  • Maintain detailed files and record. Use GO CONCIERGE for concierge tracking
  • Assist with member events as needed
  • Maintain tidiness and cleanliness of the lounge and front desk throughout the day
  • Assist in other areas as needed
  • Maintain strict confidentiality of all members
  • Club, concierge/front desk experience preferred
  • Knowledge of Vail Resorts computer systems such as RPOS preferred
  • Knowledge of Vail Resorts, Vail Valley preferred
  • Follow DoubleTree etiquette guidelines as mandated on the employee staff guide
  • Assist in general maintenance and inventory of Front Office equipment and supplies and cleanliness of the Front Desk, PBX and reception area
  • Must be willing to work weekends, holidays, nights and graveyard shifts (as necessary)
  • Maintain a clean and neat business-like appearance at all times, using a high standard of personal hygiene
  • High school degree or GED
  • At least one year relevant clerical experience
  • Ability to learn a variety of information about the company’s lodging and recreational facilities, packages and services, as well as general information about the area
  • Ensure accurate check-in and checkout processes according to RockResorts brand standards
  • Answer phone calls politely and efficiently to meet and exceed all guest needs and requests
  • Solve basic folio and billing discrepancies to hotel standards and guest satisfaction
  • Maintain the second effort log and follow up to ensure all requests are responded to in a timely manner
  • Creates accurate keys to guest rooms according to owner log and LMS reservations
  • Must have excellent guest and associate relations skills
  • Possess strong organizational and verbal communication skills
  • Accurately and timely route all communication during an emergency situation
  • Ability to sustain composure at all times and remain calm during difficult situations
  • Knowledgeable of the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
  • Assist in general maintenance and inventory of Front Office equipment and supplies; help maintain cleanliness of the Front Desk, PBX and reception area
  • At least one year of relevant clerical experience
  • Conduct daily inspections of condos
  • Conduct arrival inspections for rental guest and homeowner arrivals
  • Daily interaction with guests and homeowners in a postive and professional manor
  • High level of attention to detail and ability to work on own required
  • Office duties - answer phone, pull up reservations in lodging system, update housekeeping report
  • Deliver packages as needed
  • Other projects and duties as needed
  • Prior Front Desk/Hospitality experience required
  • Strong verbal and writing skills required
  • Ensure that the Guest request log, welcome call log, and complaint log are completed and followed up
  • Own all guest requests and ensure they are followed up within 15 minutes of the request
  • Ensure bucket checks are done at least once per shift and all problems remedied before shift end
  • Ensure all F11 requests are logged in MOD report
  • Deliver amenities, luggage assist, maintenance duties
  • Bachelor's Degree or equivalent - preferred
  • Able to read, write, speak & comprehend English fluently - required
  • Valid Colorado Driver’s License - required
  • At least 1 year of guest service, hotel or hospitality experience - preferred
  • Able to work in a team and be detail orientated
  • Able to work weekends and holidays, days, and evenings - required
  • Able to lift and carry 50lbs
  • Knowledge of LMS property management system - preferred
  • Resume - preferred
  • Handle guest and owner issues and resolve in a timely and satisfactory manner
  • Communicate and coordinate with other front desks to anticipate and prepare guest requests

Front Desk Agent / Night Auditor Resume Examples & Samples

  • Greet all guests upon arrival and ensure a fast, efficient check-in process including verification of guests’ identification, credit, and payment for stay. Assign room keys, assist guests, complete registration cards, and provides other assistance as needed. Place guest and room information in the appropriate front desk packets and communicate information to the appropriate hotel personnel. Accommodate special requests whenever possible
  • Assist in pre-registration and blocking of rooms for reservations. Take same day and future reservations when necessary. Know cancellation procedures
  • Work closely with the housekeeping department, and coordinate room status updates by notifying the department of all check outs, late checkouts, early check-ins, special requests, and day use rooms
  • Follow procedures for issuing and closing safe deposit boxes. Supervise guests’ access to safe deposit boxes
  • Coordinate requests for maintenance and repair and maintain guests’ room key storage. Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures. Perform cashier responsibilities (i.e. bill and invoice settlement, post charges to the guest accounts, and perform foreign currency exchanges)
  • Answer inquiries pertaining to hotel services and amenities, area dining, entertainment, and travel directions
  • Assist with incoming calls through PBX console in a polite and professional manner using standard phraseology and routing to the right department, guestroom, meeting room, or facility. Use proper telephone etiquette. Take messages and ensure their prompt delivery. Use proper mail, package, and message handling procedures
  • Read and initial the daily pass-on log and bulletin board. Knowledgeable of daily activities and meetings in the hotel
  • Handle all in-house calls and communicate guest comments, complaints, and requests to the appropriate and managers
  • Arrange tours, taxis, or other transportation, or restaurant reservations for guests upon request
  • Report any unusual occurrences or requests to the assistant manager or manager on duty
  • Benefits: dental and vision plans, tuition assistance for our employees and their families, paid time off, flexible spending accounts, 2:1 retirement plan contributions, child care centers and up to $50,000 housing subsidy. And because we are a qualifying public service organization, you may qualify for Public Service Loan Forgiveness (PSLF) for educational loans. Don’t believe us? Visit benefits.usc.edu
  • Displays a professional appearance, excellent guest service skills, has the ability to multitask, team player and strong communication skills
  • Creating and managing restaurant dining reservations
  • Creating and managing inventory for lodging rooms
  • Light housekeeping duties
  • Proficient in MS Office preferred
  • All duties assigned by managers
  • Review arrivals noting special requests, blocking rooms as needed
  • Check guests in and out in a confident, professional and friendly manner
  • Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
  • Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift
  • Review daily assigned arrivals which include VIPS, repeat guests, all packages, and any special requests
  • Follow established key control policy
  • Ensure proper credit card policies are followed
  • Submit all lost & found articles accompanied by a completed lost & found report
  • Knowledgeable of immediate area, resort services, attractions, and events
  • Knowledgeable of fire and emergency procedures
  • Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty
  • Monitor room availability throughout the day
  • Review daily the selling status of the hotel through communication with hotel management and Central Reservations team
  • Attend department meetings as requested
  • Perform all other duties as directed by immediate supervisor
  • Other Department related duties as necessary
  • Previous experience in a Front Desk or customer facing role
  • Works well under pressure, dealing with many arrivals and departures within a short period of time
  • Able to accommodate a flexible schedule that includes working weekends and/or holidays
  • Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors
  • Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism
  • The employee must regularly lift and/or move up to 10-25 pounds, and occasionally lift and/or move up to 50 pounds
  • Help train new team members at the discretion of the Front Desk Manager, Assistant Front Desk Manager, and Front Desk Supervisor
  • Exhibits a professional demeanor through appearance and maintains a positive attitude toward all employees, managers, and guests
  • Practices safe work habits in all types of duties and with all equipment

Intermediate Front Desk Agent Resume Examples & Samples

  • Greeting guests and homeowners in a warm and friendly, prompt and professional manner
  • Receive and process payments, explain guest charges accurately and professionally and respond to disputes of guest charges
  • May perform tasks related to and assist other staff with bellmen, housekeeping and maintenance
  • Handle confidential information, including guest records with a high degree of integrity
  • Previous experience in a Front Desk or customer facing role preferred
  • Has the ability to learn and utilize the property management system quickly and correctly
  • Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, owners and vendors
  • Be knowledgeable about Owners and Owner Services program such as RCI and Space A reservations
  • Be knowledgeable about the Grand Summit, Silverado, and Sundial hotel amenities and lay-out
  • Assist in general maintenance and inventory of Front Office equipments and supplies and cleanliness of the Front Desk, PBX, and reception area
  • At least one year of relevant clerical experience - required
  • Basic reading, spelling, and math skills - required
  • Ability to converse clearly and comfortably with many different types of people, and to deal courteously and efficiently with customers and other company personnel - required
  • Candidate should have strong written and oral communication skills
  • Candidate should be able to stand or walk the majority of each shift
  • A valid driver’s license is required
  • Perform occupancy checks via housekeeping
  • Valet cars when needed/occupancy over 50%
  • Assist with Food and Beverage and/or Housekeeping in times of need
  • Accommodate special requests of all guests when able
  • Be knowledgeable about daily hotel and resort operations, check daily event sheet, white boards and be up to date with all changes, new procedures and events
  • Complete daily checklist to ensure smooth daily operations
  • High school diploma or equivalent -required
  • College Degree -preferred
  • Able to communicate effectively in English, both written and verbal -required
  • Ability to multitask and strong verbal communication skills are -required
  • Prior guest service experience in a fast paced environment –preferred
  • Able to communicate with guest, homeowners, and colleagues professionally -required
  • Able to lift 30 lbs and to stand for long periods of time in excess of 4 hours without sitting -required
  • Check in guests at the front desk, confirming and entering appropriate information by asking for an ID card and credit card
  • Knowledgeable of the Grand Summit, Silverado, Sundial, and DoubleTree hotel amenities and lay-out
  • Assist in maintaining cleanliness of the Front Desk, PBX, and reception area
  • High school plus one year of relevant clerical experience
  • Ability to deal courteously and efficiently with customers and other Company personnel
  • Arrives for shift on time and in proper uniform
  • Check guest in and out, in a fast, efficient and friendly matter
  • Maintains positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction
  • Maintains confidentiality of guest information and pertinent hotel data
  • Obtains assigned bank and ensures accuracy of contracted monies
  • Take and properly record guest room reservations when required
  • Communicate with Housekeeping to accurately reflect clean/vacant rooms
  • Communicate with Hotel Sales with regard to group rooms and billing
  • Work with Room Service to insure proper placement of in-room gifts
  • Work with Casino Marketing to confirm room status and with any issues related to Casino guests
  • Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards
  • Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position
  • Read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons
  • Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel customer service standards
  • Adhere to and complies with both departmental and overall property policies and procedures
  • Perform any other related duties as assigned
  • Pleasant personality, good looking
  • At least 1 year experience in 5-star hotel
  • College level education
  • Basic Telephone skills
  • Can handle cash transaction
  • Proficient in English both in oral and written English language
  • Knowledge of other languages would be an advantage
  • Availability for a minimum of 1 year
  • Previous hotel experience required
  • Knowledge of or experience with hotel computer systems and programs
  • Strong crisis management skills
  • Strong commitment to service
  • Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
  • Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in The Employee Handbook
  • Greet and register incoming guests
  • Process guest folios and collect payment for in-house and departing guests
  • Administer and manage cash handling responsibilities
  • Handle guest requests and concerns promptly and with courtesy
  • Assist guests with any inquiries regarding local entertainment, restaurants or transportation
  • Maintain efficient and effective flow of information with guests and all internal departments
  • Handle additional duties as needed by guests or management
  • Minimum 1 year progressive experience in a hotel or related field required
  • Hotel and Customer Service experience preferred
  • Four Diamond hospitality experience highly desirable
  • Proficiency with Microsoft Outlook, Word and Excel
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
  • Ability to establish and maintain effective working relationships with associates, customers and guests

Franchised Front Desk Agent Resume Examples & Samples

  • Listening to, and understanding guest requests, responding with prompt and appropriate action, and providing accurate information such as outlet hours and local attractions
  • Providing guests with welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate
  • Verifying and imprinting credit cards for authorization using electronic acceptance methods, as well as handling cash, making change and balancing an assigned house bank
  • Posting charges to guest room and House accounts using the computer
  • Closing guest accounts at time of check out, and ascertaining guest satisfaction
  • Responding to, and addressing guest complaints and concerns
  • Summoning guest service personnel for assistance in escorting guests to their rooms as appropriate
  • Performing additional duties as assigned by the supervisor
  • High school diploma or GED
  • Prior hospitality experience, preferred
  • Sufficient calculator skills to prepare moderately complex mathematical calculations without error
  • Strong English language skills

Senior / Front Desk Agent Resume Examples & Samples

  • Ensure the check-in/out procedures and service up to standard
  • Maintain records pertinent to the guests staying in the hotel
  • Responsible for the proper functioning of all phases of Front Desk operation and to perpetuate high standards of quality and areas of important
  • This is a brilliant opportunity for a candidate with 1 year minimum experience in a customer facing role with previous branded hotel experience being desirable
  • Candidate will embody the spirit to serve and have a willingness to learn hotel systems and software
  • Candidate should be flexible with regards to hours and days of work
  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion
  • Perform other job related duties as assigned
  • Handle all cash duties according to hotel policies, procedures internal rules and standards. Conform to cash handling procedures at all times
  • Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings.) Know how to handle safe deposit boxes
  • Ensure the cleanliness of the front desk and back office area at all times
  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved
  • Assist fellow associates in their jobs to ensure that all jobs are done on time
  • Ensure proper credit when checking out guests and provide the guests with a 0 balance invoice
  • Be familiar with the AM, PM and Graveyard shift daily checklists to ensure smooth daily operations
  • Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment
  • Greet customers immediately with a friendly and sincere welcome
  • Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests, room rate
  • Promote Marriott marketing programs. Make appropriate selection of rooms based on guests needs
  • Code electronic keys
  • Non-verbally confirm the room number and rate
  • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
  • Verify and imprint credit cards for authorization using electronic acceptance methods
  • Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment
  • Post charges to guest rooms and house accounts using the computer
  • Promptly answer the telephone using positive and clear communication
  • Input messages into the computer
  • Retrieve messages and communicate the content to the guest
  • Retrieve mail, small packages and facsimiles for customers as requested
  • Close guest accounts at time of check out and ascertain satisfaction
  • In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
  • Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
  • Remain calm and alert especially during emergency situations and heavy hotel activity
  • Plan and implement detailed steps by using experienced judgment and discretion
  • Perform any other job related duties assigned
  • Must have the ability to communicate in English, can communicate well with guests
  • Positive, energetic personality, willingness to learn and commitment to support and advance the image and reputation of the hotel
  • Ability to multi task and keep up in a fast-paced, customer service-oriented environment
  • 1-2 years experience at the front desk in a full service establishment preferred
  • 1-2 hospitality industry experience preferred
  • Experience with multi line phone system/switch board preferred
  • Strong interpersonal verbal communication skills
  • Register & process guests and their assigned rooms
  • Accommodate guest requests
  • Communicating with hotel staff on the status of guest rooms
  • Up Selling guest rooms and promoting hotel services
  • Handling cash payments
  • Maintain a clean and neat front desk area
  • Please have solid references
  • Successful history as a front desk agent or related hospitality experience
  • Must have a flexible work schedule
  • Flexible schedule
  • Task-driven individual
  • Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Crescent and brand high standards of quality
  • Minimum of one year of previous customer service/hospitality related experience
  • Ability to stand and move throughout front office and continuously perform essential job functions
  • Must have outgoing personality, strong communication skills, and must be able to utilize empowerment to resolve guest situations
  • Previous front desk experience is preferred but not required
  • Hilton OnQ systems experience is a plus
  • Self-starting personality with an even disposition
  • Must be willing to “pitch-in” and help co-workers with their job duties and be a team player
  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
  • Ability to establish and maintain effective working relationships with associates, customers and patrons
  • Recognize all returning and VIP or Elite Member Guests and welcome them back
  • Deliver room service as needed
  • Assist customers in the Hotel Gift Shop
  • Perform any other job-related duties as assigned
  • ADDITIONAL REQUIREMENTS
  • Front Desk experience is preferred
  • Clear driver’s License record required
  • Respond to each Guest who approaches the Reception Desk
  • Drive rate through up-selling room brands
  • Proficiency in English (verbal and written), second language an asset
  • Previous customer related experience preferred
  • Computer literate in Microsoft Window applications an asset
  • Strong interpersonal and problem solving abilities
  • Ability to work well under pressure in a fast paced environment

Guest Services Agent / Front Desk Agent Resume Examples & Samples

  • Act as an ambassador of Fairmont Château Laurier
  • Follow all safety policies - Key member of crisis & emergency team
  • Other projects and tasks as assigned
  • Fluent in both official languages (French & English)
  • Minimum 1 year of related Guest Services experience
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Computer literate with exposure to Opera, Property Manager, Word and Excel is preferable
  • Must be flexible in terms of working hours
  • Offer a genuine smile and greeting before the guest reaches the Front Desk
  • Ensure guest privacy and security and make sure that confidential information is not disclosed
  • Cover the overnight shifts and perform any duties related as described in the policies and procedures manual
  • Undertake and complete any special projects, tasks or other reasonable request by your department head and/or Hotel Management
  • Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings&#8217
  • Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
  • Ensure the correct procedure and policy standards are adhered to
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance

Night Front Desk Agent Resume Examples & Samples

  • Be available to deal with all guest queries and requests
  • Fully conversant with, and able to sell, all services and facilities available to guests using the hotel
  • Fully conversant with current availability situation at any given time, and also future availability
  • Ensure all necessary supplies are available for the front desk and to order more if required
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
  • Ensure that standards are maintained at a superior level on a daily basis
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
  • Maintain positive guest relations at all times
  • Resolve guest complaints, ensuring guest satisfaction
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Experience: Previous experience as a Front Desk Agent
  • Education: High school diploma
  • Technical Skills: Ability to input and access information in the property management system/computers
  • Language: Required to speak, read and write English, with fluency in other languages preferred
  • Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding
  • High school graduate or equivalent vocational training certificate
  • Fluency in English both verbally and non-verbally
  • Prioritize and organize
  • Be a clear thinker, remaining calm and resolving problems using good judgement
  • Maintain confidentiality of guest information and pertinent hotel data
  • Ability to input and access information in the property management system/computers/point of sales system
  • Perform a seamless arrival process, collecting & confirming pertinent guest information and ensuring all requests and inquiries are promptly addressed
  • Perform a faultless departure process, settling final accounts, offering your personal assistance on future reservations, taking immediate ownership of any concerns and leaving a final impression that instills within the guest an eagerness to return
  • Communicate pertinent guest information and requests to the appropriate department for immediate action
  • Act as a knowledgeable hotel ambassador, responding to guest inquiries with ease & finesse
  • Maintain complete knowledge of all aspects of the hotel, including, however not limited to, features and services provided and their hours of operation, room types, layout, appointments and location, as well as daily group/VIP activities
  • Obtain an assigned cash bank daily and maintain constant accuracy of contracted monies, keeping cash bank secured at all times
  • Immediately take ownership of all guest issues as they arise, documenting and following through to their full resolution
  • Play a supporting role in accepting reservations inquiries during periods of high volume in the Reservations Department
  • Perform additional duties, as assigned
  • Exceptional organizational skills and demonstrated ability to multi-task and prioritize in a fast-paced work environment
  • Must be self-directed, motivated, and demonstrate exceptional customer service, interpersonal and problem solving skills
  • Excellent ability to communicate clearly, concisely, and openly in all interactions (verbal and written)
  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
  • Proficiency in Microsoft Office, Opera Property Management System, HotSOS, GoConcierge, and Givex software
  • Ability to maintain a flexible schedule to meet the business needs of a 24/7 hotel environment, including weekends, evenings and holidays
  • To provide a courteous, professional, efficient and flexible service at all times. The Front Desk Agent must present in the property well groomed, clean and pleasant
  • To report on duty on time, for the AM briefing and for PM briefing at the butler’s office
  • To have a full knowledge of the Company Philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such: Spa, Restaurants, Kids Club, and Gym etc
  • Take notes of all the information, updates and instruction of the day before leaving the office
  • To follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards
  • Keep the guest’s agenda on daily basis and have a track of the location where the guests are
  • At the pantry write on the white board all the rooms the Front Desk Agent will be in charge making a note if a room is an arrival or a check-out with their respective arrival or departure time
  • Log-in Opera, Hotsos, and Go-Concierge obtaining all the information needed for the shift. Front Desk Agent reads all the experiences written in the Hand-Over’s of the previous day or shift in order to follow the guest experiences or opportunities to be followed-up
  • Welcomes the guest by the deck of each suite or by the main entrance depending of the time
  • The check-in experience per arrival guest must be filled-in
  • Offers suites orientation to the arrival guests following all the 5 diamonds, AAA and LQA standards
  • Extends special attention to rooms occupied by families according to the culture
  • Offers services as unpack-pack luggage
  • Takes care of the guest´s laundry, pressing and dry-cleaning with coordination of valet runner
  • Maintains guest wardrobe in a neat and tidy fashion
  • Arranges the fruit basket and amenities for arrivals and refills them on daily basis according to the guest wishes
  • Cutlery, glasses, dishes and napkins in the suites must be polished and totally cleaned before the guest arrivals. And all of the items must be perfectly folded and placed in the right position as per 5 diamonds standards
  • Polishes the guest shoes as per the set standards with the shoes tree in each pair of shoes
  • Delivers appropriate newspapers to the guest rooms
  • Coordinates with the front desk for speed check-out as per guest request
  • Delivers the final-bill to the guest the day before the departures
  • Check-in & check-out in the suite per presidential suite
  • Delivers guests’ mail and messages promptly
  • Informs to the housekeeping department the time desired for the daily cleaning and turn-down service
  • To be fully conversant with all services and facilities offered by the hotel
  • To be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures
  • To be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment
  • To assist the Guest during the medical service in the suite or in the hospital
  • To have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance
  • To ensure that the Place of Work and surrounding area is kept clean and organized at all times
  • To perform all his/her duties with the same sense of priority and dedication
  • To monitor operating supplies and reduce spoilage and wastage. To keep a friendly environment attitude at all time
  • To host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner
  • To serve our guests in a calm, discrete and courteous manner, respecting timing standards
  • To support the other departments such as Housekeeping and Room service with their duties
  • To operate and coordinate with relevant departments the in and out in the room and optimize service while the guest is away as often as possible
  • To keep a critical eye during the process of room inspection and to report any default equipment
  • To anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day
  • To assist the supervisor in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary
  • To handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests
  • In case of celebrities in the resort to get the final comments and signature on the VIPs hotel book
  • To farewell the guest outside of the suite at the check-out date
  • To fill out the internal communication forms (amenities form, guest profile forms, guest activities form
  • To help with the update of the guest history in the system in collecting information collected
  • To help monitoring the stock inventory and to follow up on pending issues with the tracking system
  • To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety
  • To report for duty punctually wearing the correct uniform and name tag at all times
  • To maintain a high standard of personal appearance and hygiene at all times
  • To maintain high standards of the hotel when fulfilling his/her duties
  • To maintain a calm, courteous and gracious attitude at all time
  • To maintain a good rapport and working relationship with staff in all other departments
  • To be very familiar with the Room division/Front office policies and procedures
  • To attend and contribute to all staff meetings, Departmental and Hotel training as scheduled and other related activities
  • To undertake any reasonable tasks and secondary duties as assigned by the Butler supervisor
  • To project at all times a positive and motivated attitude and exercise self control
  • To carry out any other reasonable duties and responsibilities as assigned out of the list
  • Experience: Experience as a Front Desk Agent or direct guest contact at a 5 star hotel
  • Availability to work any day of the week and any time of the day
  • Compute basic arithmetic
  • Fluency in English both verbally and written
  • Perform job functions with attention to detail, speed and accuracy
  • Be a clear thinker, remaining calm and resolving problems using good judgment
  • Follow directions thoroughly
  • Understand guest’s service needs
  • Work cohesively with co-workers as part of a team
  • Fluency in a second language
  • Certification in CPR
  • Responsible for counting the cash drawer upon the start and the end of the shift
  • Check the Front Desk Log Book for any special requests, problems, etc
  • Update Credit Exemption Report daily, and notify guests if any additional monies or credit approvals are required or if any problems arise
  • Check reservations against in-house guests for duplication
  • Maintain regular contact with the housekeeping Office by communicating the status of rooms
  • Handle guest check ins and check outs during the shift
  • Assign rooms to all guests and sell rooms from the deluxe category on. Maintain a high average rate and handle room and rate changes with management consent
  • Explain in-room and hotel features, key operation, places of interest, etc. to arriving guests
  • Maintain Source of Business Report
  • Completion of all required shift paperwork and reports accurately and completely. Complete all end of shift closing procedures and ensure that the cash drop in completed
  • Assume responsibility for the print out of guest and administrative phone charges, if not automated, during the business day
  • Maintain a clean and organized Front Desk at all times
  • Record and make all guest wake up calls properly, as well as courtesy welcome calls to newly arrived guests
  • Answer the switchboard in a timely and courteous manner and taking accurate phone messages
  • Check arrival dates on all reservation forms to ensure accuracy
  • Work closely and cohesively with other Front Desk, Front Office and Reservation Personnel
  • Distribute guest mail and storeroom keys in the designated place
  • Communicate all important information to following shift to ensure a smooth transition
  • Respond to all emergency situations in accordance with proper policies, procedures, and common sense
  • Wear appropriate uniform and maintain personal cleanliness
  • Participate as a team player with all departments
  • Assist with projects and reports
  • Performs all other duties as assigned by management
  • Takes care of the arrival and departure processes for guests in compliance with internal procedures
  • Maintains excellent relations with the welcomers, ensuring their activities complement each other
  • Informs guests about the formalities, any particular conditions relating to their stay and the services available
  • Handles phone calls
  • Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team
  • Ensures that all guest documentation is up-to-date and available
  • Depending on the type of hotel, may
  • To be available at all times to deliver service beyond expectation
  • Maintain the positive appearance, proper grooming and keeps tidy
  • Responsible for smooth check-in, check-out, posting all transactions and reporting
  • Has good knowledge of hotel information and Accor programs, rate structure, activities, product, housekeeping and front office tasks and procedures
  • Good knowledge of room availability, peak season or fully booked
  • Pays full attention to guest’s demands, especially when dealing with handling any complaint. Shall always try his / her best to put her / himself in the guest’s position. If guest problem can not be solved, refers to the superior directly
  • Provide assistance to the guests who have health problems by offering first aid kit or doctor’s service
  • Arrange all pick-up / transfer services
  • Handle wake-up call requests
  • Prepare and organizes handling of group check-in and check-out
  • Inform superiors properly regarding potential skippers
  • Inform superiors and all service areas in case of sleep out, as well as the guest him / herself regarding the sleep out policy
  • Refer to bell attendant regarding messages, facsimiles, packages etc, to and from guests. Record as per procedure
  • Respond promptly, completely and cheerfully to all guest questions, problems, and requests. It is the Front Desk clerk’s responsibility that all above is followed up if tended to by other employees / departments for example connecting room, room moving or incognito
  • Inform the superior on all outstanding balances of the guests for further action (lock out)
  • Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the Starwood Preferred Guest Program and provide recognition and benefits to all present members
  • Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
  • Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested
  • Assist in handling mail, email and facsimiles and providing guest with information regarding hotel facilities and local attractions
  • Book reservations for those guests who approach the Front Desk
  • Minimum of 1 year cash handling experience utilizing computerized point of sale system required
  • High school diploma or general education degree (GED), or 1-3 years related experience and/or training; or equivalent combination of education and experience
  • Previous experience with Microsoft Office, e-mail and other computer systems required
  • Attentive and detailed oriented
  • Ability to maintain a high energy level in a fast paced environment and manage multiple tasks simultaneously
  • Capable of performing specified procedures and following instructions
  • Effective communication skills; ability to communicate with guests and co-workers
  • Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float
  • Handle guest requests, questions and concerns effectively and promptly
  • Performs any and all other tasks assigned by management
  • Upholds the highest standard of internal and external customer service at all times
  • Proficient in the English Language (verbal & written), second language is an asset
  • Previous experience and knowledge of Property Manager is an asset
  • Required knowledge of Windows' Office Suite
  • Must be able to handle multiple tasks in a dynamic, fast-paced environment
  • Able to stand for long periods, at least 8 hours per shift
  • Previous experience working within a similar role in a 5star environment preferred
  • Outgoing personality and outstanding guest service skills
  • Ability to use Opera, Micros & MARSHA System and other operating systems
  • Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
  • Have a complete understanding of the Marriott Reward program
  • Welcome all guests with a smile and maintain a professional approach at all times
  • Be knowledgeable about daily hotel operations, check daily event sheet , bulletin boards and be up to date with all changes, new procedure and events
  • Have knowledge of hotel rates, package and discounts
  • Attend the shift briefing, daily 15 minutes training and front office monthly meeting
  • To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards
  • Be fully aware of hotel credit policy and procedures and ensure that it’s adhered at all time
  • Be knowledgeable and promote the Marriott rewards program
  • Keep yourself informed with all VIP arrivals
  • Be flexible in regard to work schedule
  • Take initiative through empowerment to ensure complete guest satisfaction
  • Handle mail and messages properly and on confidential basis
  • Know how to follow all hospitality guidelines and daily service basics
  • Report any unusual occurrences or requests to the manager or supervisor on duty
  • Be familiar with the AM, PM and night check list to ensure smooth daily operations
  • Ability to communicate with all managers, supervisors and fellow associates
  • Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
  • Process all payment types such as room charges, cash, checks, debit, or credit
  • Process all check-outs including resolving any late and disputed charges
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Coordinate with Housekeeping to track readiness of rooms for check-in
  • Deliver items to guest rooms, and/ or retrieve luggage for guests as requested
  • Act as concierge to book tours, transfers and sell tickets to guests
  • Supply guests with directions and information regarding property, Disneyland, tickets/ tours, transfers, and local areas of interest
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
  • Complete designated cashier and closing reports in the computer system
  • Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications
  • Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information
  • To be successful in this role, you must have excellent English communication skills and be able to read, write and speak fluently
  • You will regularly use a computer and different software
  • This position requires continuous movement and occasionally
  • All Applicants must submit application and resume in person to property directly; must be 18 or older to apply
  • Previous hotel or customer service experience preferred
  • Note: This hotel operates seven (7) days a week and twenty- four (24) hours per day. All employees both management and hourly must realize this fact and be willing to hold a flexible schedule that includes: nights, weekends and holidays
  • Ensures that all room discrepancies are cleared
  • Oversees blocking of special room requests for next day’s arrivals
  • Maintains a neat and orderly control desk and area
  • Consistently presents a polished and professional role model image to guests, coworkers, and other departments
  • Complete job duties as listed on their shift checklist in a timely manner and alerts assistant manager if assistance is needed
  • Perform any other duties as assigned by the front desk and Sonesta management
  • Coordinates out of order rooms with housekeeping
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
  • Meet with Supervisor to review daily assignments and priorities
  • Meet with departing Front Desk Agent to review business status and follow up items
  • Access all functions of computer system
  • Set up work station with necessary supplies
  • Assist PBX with switchboard duties
  • Assist with Reservations calls
  • Handle all Reservation calls
  • Process, record and follow up any details relative to such
  • Provide Concierge service when no Concierge is available
  • Assist in other Front Desk areas as assigned
  • Provide guest room tours
  • Legibly document maintenance needs on work orders and submit to Manager
  • Position is overnight and must be willing to work alone
  • Valet of guest vehicles and provide luggage assistance if needed
  • Ensure reports are run for daily operations team
  • Read emails and check most recent MOD report to ensure knowledge of all events
  • Ensure all registration cards have guest signatures and initials, room assignments, credit card swipes, and are completed as necessary with employee sign off
  • Must follow all SOX compliance procedures
  • Must follow department and resort grooming standards
  • Assist all guests in problems and questions as required. Ensure that all guest problems are noted on the maintenance log and reported. Follow up calls made to guests
  • Complete nightly checklist to ensure smooth operations
  • Perform all duties assigned by managers
  • Valid Driver’s License -required
  • Spanish speaking –preferred
  • MS Office proficiency -required
  • Excellent guest service skills
  • Experience in a guest service environment –preferred
  • Previous knowledge of the Resort –preferred
  • Proficient on property management systems (SMS, PMS, LMS) –preferred
  • Flexible schedule including weekends and holidays -required
  • Resume with professional references -required
  • Create memorable experiences with a warm, welcoming personality that can relate to guests and associates
  • A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy
  • Previous experience with Opera
  • Keeps record of all arriving/departing and in-house guests
  • Provides accurate directions and resort information for guests
  • Upsells other resort services and amenities to guests
  • Assists with luggage storage and retrieval
  • Valet parks cars
  • Maintains knowledge of valet parking lot flow
  • People Person. The best part of serving others is creating experiences for them that go beyond the expected
  • File MOD reports and post pre-shift meeting
  • Conduct pre arrival phone calls/emails
  • Conduct post arrival & follow up phone calls
  • Check guests in and out of the hotel in a confident, professional, and friendly manner
  • Review daily assigned arrivals, including VIPs, repeat guests, mailed packages, and any special requests
  • Submit all lost and found articles, accompanied by a completed lost and found report
  • Be knowledgeable about immediate area, resort services, attractions, and events
  • Be knowledgeable of fire and emergency procedures
  • Open, secure, and balance out daily shift bank
  • Attend departmental meetings as requested
  • Previous experience in a Front Desk or customer facing role - preferred
  • Ability to learn and utilize property management system quickly and correctly
  • Ability to accommodate a flexible schedule that includes working weekends and/or holidays
  • Ability to read, write, and verbally communicate in an effective and professional manner
  • Ability to diplomatically handle difficult situations and people while exhibiting a consistent level of professionalism
  • Must be able to lift and/or move up to 50 pounds at one time
  • Checks guest out of the hotel, preparing and explaining the bill
  • Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
  • Able to read reports, maps and directions, utilize computer systems, and communicate to guests both verbally and in writing to guests
  • Explain reservations, computer and work-related materials i.e. newspapers, brochures, promotional flyers, and reports
  • Excellent inter personal skill
  • Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
  • Maintains an up to date working knowledge of all resort amenities as well as any special events
  • Upsells other resort services and amenities to guests including Destination Delivers
  • Opens car doors for guests
  • Assist the Front Office Manager with daily Front Office operations
  • Provide prompt service and actively seek opportunities to drive Guest satisfaction
  • Ensure the team are kept fully aware of any relevant feedback from either the Guests or other departments
  • Manage, resolve or escalate any and all Guest complaints quickly
  • Work with all facilities and services provided within the hotel and identify opportunities for up-selling and promoting new or ongoing events
  • Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
  • Ensure a high level of product knowledge of the hotel and the local area and be aware of the daily hotel event schedule
  • Attend all Front Office meetings
  • Act in accordance with fire, health and safety regulations and follow the correct procedures when required
  • Serve your role and Team in an environmentally-conscience manner
  • Previous customer service experience within the hotel/leisure/retail sector
  • Numerous landmark hotels around the world
  • More hotels in construction
  • Offering world-class spas
  • Gorgeous golfing destinations
  • Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
  • Comply with hotel security, fire regulations and all heath and safety legislation
  • Previous experience in Front Desk
  • Ability to work on your own and as part of a team
  • Previous experience in Front Office
  • Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
  • Comply with hotel security, fire regulations and all health and safety legislation
  • Positive attitude and good communication skills
  • Ability to multi-task while maintaining a positive attitude when working with a Guest
  • Professional manner with an emphasis on hospitality and guest service
  • Previous experience in cash handling
  • Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
  • Conflict resolution experience
  • Guest Service: Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows CSM guest service recovery program
  • Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. CSM procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
  • Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to CSM general work rules and department procedures. Attends all required department and hotel meetings
  • Safety/Risk Management: Maintains a clean and safe work area in compliance with CSM, brand, local, state and federal regulations. Follows all CSM procedures for guest/associate incidents. Knowledgeable of hotel emergency procedures
  • 1+ years prior guest service experience required preferably in a hospitality setting
  • Excellent verbal communication skills needed
  • Attention to detail, customer focused and the ability to perform job duties in a fast paced environment
  • Maintain positive guest, owner and associate relationships:Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (35% time)
  • Must be people oriented and able to work independently or with others as needed
  • Available to work a flexible schedule including days, nights, weekends and holidays
  • Ability to input and access data in PC database
  • Ability to understand guest inquiries and provide responses
  • Ability to promote positive relations with all individuals who approach the Front Desk and by telephone
  • Ability to focus on guests' needs, remaining calm and courteous
  • Ability to focus on details, prioritize, organize and follow up
  • Ability to show initiative; work well under pressure of multiple arrivals/departures within any given period of time
  • Ability to maintain confidentiality of all guests and hotel information
  • Ability to ensure security of guest room access
  • Ability to work in a team and cooperate with other departments
  • 1All hotel features/services, hours of operation
  • 2 All room types, numbers, layout, decor, appointments and location
  • 3 All room rates, special packages and promotions
  • 5 Room availability status for any given day
  • 6 Scheduled daily group activities
  • Maintain complete knowledge and comply with all hotel and departmental policies and procedures
  • Keep control over the assigned deposit box. Keep it secure
  • Meet with supervisor to review daily assignments and priorities
  • Access all function of computer system according to established procedures and standards
  • Set up workstation with necessary supplies; maintain cleanliness throughout shift
  • Answer department telephone within three rings, using correct greeting and telephone etiquette
  • Promote positive guest relations to all individuals approaching the Front Desk
  • Accommodate all requests for information in a congenial manner
  • Process all guest check-ins according to established hotel requirements
  • 1 Confirm reservation in system and review all noted information
  • 2For guests without a reservation, sell a room type agreed upon
  • 3Register guest in PC database and generate a registration card
  • 4 Tell the guest about registration card information
  • 5Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
  • 6 Assign guest room
  • 7Advise guest of any messages, mail, faxes, etc. received for them
  • 8 Inform guest of room safe and mini-bar key and room key procedures
  • 9 Issue parking passes/validate valet parking tickets and enter information in computer
  • 10Communicate services and amenities included in packages to guests on packages
  • 11Obtain proper identification for tax-exempt guests and attach form to registration card
  • 12 Ask the guest to sign necessary papers
  • 13 Ensure that Bellman escorts guest to the room and transports their luggage to the room
  • Perform the registration for foreign guests according to the local laws on registration
  • Communicate V.I.P. arrivals to the staff for escorting and delivering amenities
  • Set up accurate bills for each guest checking in according to their requirements (i.e., shares, separate room/tax/incidentals, comp)
  • File registration cards and vouchers in bucket by room number
  • Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests
  • Make room change
  • Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction
  • Document all guest requests, complaints or problems immediately to the mystique system and notify designated department by using F9/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction
  • Take, record and deliver messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals
  • Offer detailed information on the voice mail system to callers and guests wishing to leave message
  • Accept and record wake-up call requests; deliver to PBX
  • Issue safe deposit boxes to guests and ensure security of keys
  • Distribute all guest and department mail
  • Document and confirm reservations and cancellations
  • Block rooms in the PC database and follow necessary requirements
  • Communicate necessary guest information to designated departments/personnel (i.e., special requests, amenity delivery)
  • Generate, print and distribute daily and weekly reports
  • Match the bucket check to in-house guest ledger report; report discrepancies to manager
  • Process all checkouts according to established hotel requirements
  • 1 Resolve any late charges
  • 2 Present folio to guest and resolve any disputed charges
  • 3 Settle guest accounts following Accounting procedures
  • 4 Retrieve guest room key from guest
  • 5 Request guest comments on their stay
  • Process express checkouts throughout the shift
  • Handle requests for late checkouts according to established hotel procedures
  • Conduct group check-ins/outs according to established hotel procedures
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
  • File guest room keys and ensure the safe keeping of keys at the Front Desk
  • Adhere to all cashiering procedures
  • 1Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
  • 2 Make change for guests
  • 3 Post charges
  • 4Settle room accounts
  • 5 Run closing reports
  • 6 Count bank at end of shift
  • 7Complete designated cashier reports
  • 8 Balance receipts
  • 9 Drop receipts
  • 10 Secure bank
  • Legibly document pertinent information in the logbook
  • Carry out official orders of the immediate manager
  • Successful completion of the training/certification process
  • To follow fire and work safety regulations
  • Ensure compliance with brand standards as well as Pearl standards and procedures
  • Maintain effective and open communication
  • Foster teamwork
  • Must possess high energy, professionalism and confidence very day and in every way
  • Be a highly motivated and enthusiastic
  • Participate in Pearl required daily and weekly meetings with enthusiasm and commitment to success
  • Deliver the highest performance
  • Ability to stand and move throughout front office and continuously perform job functions
  • Ability to access and accurately input computer information
  • Must be capable to successfully prioritize, delegate, organize and multi-task
  • Must be compliant of brand standards and Pearl standards and procedures
  • Ability to effectively deal with customers at times where it requires a high level of patience
  • Utilize tact and diplomacy to defuse anger and collect accurate information to resolve conflicts
  • Actively involved in Guest Services to inspire guest’s loyalty
  • Ensure that the front desk and lobby area are clean and well maintained
  • Fully complete daily checklist
  • Promptly answer phone and use a clear and concise voice when speaking
  • Commitment to a positive guest experience
  • Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
  • Respond with appropriate action to guest’s requests and provide accurate information
  • Field guest complaints and fully research to find the most effective solutions and negotiate results
  • Must be able to conduct daily business with integrity and be ethical at all times
  • Must comply with security controls for cash and shift drops
  • Review pass-on log and security log for issues which need action
  • Must wear only approved uniforms including name tag at all times
  • Must maintain a safe working environment through ongoing compliance of safety guidelines
  • Treat guests, associates, vendors and co-workers with professionalism and respect at all times
  • Ensure understanding and execution of emergency procedures
  • Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates
  • Prior luxury hospitality experience
  • High school or equivalent education preferred
  • Previous Starwood hotel experience preferred, but not required
  • Consistently offers professional, engaging and friendly service
  • Ensure the completion of daily pre arrival (3 day and prior day reservations) checks and that guest preferences or requests are adhered to where possible
  • Initiate guest contact with regular guests and Fairmont Presidents Club members, and VIP’s, by telephone call and “meet and greet” in order to create customer loyalty to the resort and brand
  • In the absence of the Guest Service Manager actively participate in pre-Convention meetings and awareness of the key points for each group arriving at the hotel and the communication of these points to the team
  • Act as a point of contact for all guests during their stay and undertake Duty Management responsibilities at the resort
  • Liaise with all other departments in the resort in order to assist in facilitating complete Guest Service
  • Through delivery of or our mission statement and Service Promise ensure the guests satisfaction is met by the front office. Ensure that guest service issues are resolved and requests for additional special services are carried out
  • Ensure the effective follow up of all guest requests as dictated by the Fairmont standards
  • Manage colleagues in the front office environment effectively and liaise with other leaders within the Rooms Division. Assist in the chairing of monthly colleague meetings to maintain communication of key activities and business information to the team and encourage colleague participation in achieving the departmental goals and objectives
  • Assist in the recruitment, training and development of front office colleagues and ensure that a manpower plan is in place for the department
  • Coordinate the colleague schedules, payroll, productivity levels, performance logs and conduct colleague discussions where necessary
  • Assist in the ‘one on one’ colleague reviews and action any key points/issues raised
  • Previous experience is an asset
  • Previous front desk/ resort experience preferred
  • Experience with OPERA preferred
  • Holiday and vacation
  • Winter Season Lifestyle Benefit that can be used towards one of the following
  • Program keys and make key packets
  • Handle cash, traveler’s checks and credit cards in a safe and accurate manner
  • Must be proficient in counting money, providing guests with change whenever needed
  • Log wakeup calls and communicate messages to guests
  • Must have the ability to speak clearly and confidently in front of groups of up to approximately 80 people
  • Learn and use Maestro property management system and Microsoft Office programs
  • Must be fluent in English language both spoken and written
  • Register and assign rooms to guests of the hotel without announcing room numbers. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
  • Keep records of room availability and guests accounts. May make, confirm and cancel reservations for guests
  • Compute bill, collect payment and make change for guests. May post charges such as room, food, liquor or telephone by hand or machine
  • Answer, receive and transfer incoming calls/outgoing calls, messages, faxes utilizing appropriate means ie telephone, fax, switchboard, computer
  • Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges
  • Verify customers' credit, and establish how the customer will pay for the accommodation as stated in the SOP. Account for all cash and make deposits in accordance with hotel and company policies
  • Answer inquiries pertaining to hotel services, registration of guest and shopping, dining, entertainment and travel directions. Record guest comments or complaints, referring guests to managers as necessary
  • Reports to work for scheduled shift, on time and in uniform in accordance with company policy
  • Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications
  • All other duties as assigned or needed
  • College Degree preferred
  • Valid US driver's license is required
  • Resume is required
  • Able to communicate effectively in English (both written and verbal)
  • Previous hospitality or guest service experience preferred
  • Ensure all special requests are followed through and administrated
  • To be fully conversant with current availability situation at any given time, and also future availability
  • Liaise with housekeeping and Rooms Coordinator in the respect of Out Of Order rooms, special requests and discrepancy rooms
  • Cover overnight shifts and perform any duties related as described in the policies and procedures manual and in the Employee Handbook
  • Key Job Functions
  • Preferred, college or training in Hospitality Industry
  • Preferred, previous experience as Front Desk Agent/Night Auditor
  • Preferred, previous cashiering experience
  • Preferred, fluency in a foreign language
  • Preferred, certification in CPR
  • Ability to perform job functions with attention to detail, speed and accuracy
  • Excellent phone & verbal communication skills
  • Exert physical effort in transporting 25 pounds to guests or other hotel areas
  • Endure various physical movements throughout the work areas
  • Remain in stationary position for several minutes/hours throughout work shift
  • Satisfactorily communicate with guests, management and co-workers to their understanding
  • First contact for guest concerns – Each hotel to set specific options for service recovery
  • Training of all new Front Office Hosts
  • Conduct huddles to ensure clear communication of the day’s events to all Front Office Host
  • Food & Beverage inventory and ordering
  • Oversee FIFO (first in/first out) process with Food & Beverage
  • Conduct property tours for new hires and clients as necessary to assist the Sales department
  • Oversee group reservations to ensure that they are pre-assigned and pre-keyed
  • Initiate boards for Housekeeping in the morning
  • Walk through of public areas and kitchen with follow up report/checklist to management
  • Responsible for overseeing proper meeting room set up/tear down for internal and external clients
  • Act as Manager on Duty in the absence of management
  • Inventory control of Restore and kitchen supplies
  • City Ledger follow up notices
  • Schedule flexibility – must be able to work any shift
  • Ability to work well with other associates
  • A desire and the ability to grow into a management role is preferred
  • "Sell" Northstar to all potential customers, keeping current on rates, promotions, and special events
  • Check out guests reviewing billing and payments
  • Perform deliveries (company vehicle) and light maintenance (will train)
  • Work within established guidelines to resolve any problems to the guest's satisfaction
  • Graciously and thoughtfully interacts with all guests in an effort to create positive guest experiences and memories; personalizes service; makes every effort to meet and exceed guest requests and expectations; demonstrates anticipatory service when appropriate and helpful
  • Proudly represents hotel and supports all company products, services, and initiatives
  • Performs all duties with a strong commitment to safety
  • Knowledgeable of emergency procedures and hotel evacuation plan
  • Must be articulate avoiding the use of slang and phase fragments
  • Hotel registration in accordance with established policies and procedures
  • Hotel checkout in accordance with established policies and procedures
  • Adherence to established cashiering policies and procedures
  • Directs guests through the property as requested
  • Knowledgeable of all room types and locations including services and amenities
  • Knowledgeable of all hotel outlets and hours of operation, hotel services, activities, and group functions
  • Familiar with locale and can assist guests with off property requests
  • Maintains excellent rapport with all departments
  • Functions as Concierge in their absence providing seamless service to guests
  • Functions as a Switchboard Operator in their absence providing seamless service to guests
  • Functions as a Reservations Agent in their absence providing seamless service to guests
  • Upholds established grooming and appearance standards
  • Associate degree preferred
  • Previous hospitality experience required
  • Proficiency in computer and keyboarding skills with strong attention to detail
  • Strong guest relation and interpersonal skills
  • Commit to resolving all guest issues as they are reported or prior to guest departure
  • Demonstrate concern and empathy in all guest situations
  • Perform all job responsibilities with honesty and integrity
  • Respect guest privacy
  • Shifts will vary based on business demands - need 2nd and 3rd shifts
  • Position requires flexibility to accommodate changing business demands; position requires availability to work evenings, weekends, and holidays
  • Position is classified as “essential” which requires attendance in the event of inclement weather
  • Ability to lift 33-44 pounds; frequent bending and long periods of standing
  • College education or equivalent experience
  • One to two years of luxury Hotel experience
  • Strong guest service experience
  • Ability to work well and maintain organization in a fast paced environment
  • Requires knowledge of the ability to operate computer equipment
  • Excellent ability to read and speak and write English

Front Desk Agent, Vail Marriott Resume Examples & Samples

  • Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA
  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the LEARN procedures
  • Handle mail and messages properly and on a confidential basis
  • Handle all duties according to hotel policies, procedures, internal rules and standards
  • Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events
  • Have knowledge about room rates, packages, discounts and promotions and know how to handle each
  • Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveler programs
  • Know how to handle safe deposit boxes
  • Must be able to speak, read, write, understand and comprehend English fluently. - required
  • 2 satisfactory references. -required
  • Must be able to work well with others in order to create a positive team environment
  • Must be flexible in hours and days worked, including weekends and holidays
  • Must be able to maintain an even temperament when dealing with high stress situations
  • Must be able to use a calculator to preform moderately complex mathematical calculations without error
  • To follow all specified procedures to audit the shift closing of all front office staff
  • To produce accurate and timely reports and correctly handle all cash transactions
  • To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts
  • RPOS closing
  • Balance and audit for accuracy room revenue, cashier’s reports, and guest and house accounts; such as Virtual Credit Card, Non-Zero balances, etc
  • Assisting the preparation of all reports relevant to daily revenues
  • Complete and transmit daily management and accounting reports and supporting documents
  • Perform all Front Desk Agent functions as required; including the reinstatement of rolled over reservations and blocking as necessary
  • Tax Exempt—Audit for forms that are incorrect, scan and save forms to SharePoint. File when complete
  • Responsible for checking in and out of hotel guests, creating walk- in and booking call-in reservations, answering hotel phone calls, answering general guest questions following Vail Resorts and property standards
  • Respond to and assist guests with housekeeping related requests
  • Assist with other duties as assigned
  • Ensure maximum revenue for hotel by selling walk-in reservations (is this redundant? See 4 lines up) but like the point of max rev
  • Ensure all guest request and resolution logs are completed and followed up on

Front Desk Agent P / T Varied Resume Examples & Samples

  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Be knowledgeable of all tours/groups
  • Maintains records for all VIPs, special requests, etc
  • Arranges bell service for guests
  • Performs special deliveries or errands for guests
  • Experience. Previous experience passionately providing service to others. Excellent phone skills needed
  • Great communicator. Providing amazing experiences requires the ability to communicate to any guest, client or associate
  • Check guest in, ensuring proper credit is received, special requests are noted / fulfilled and accurate information is established
  • Communicate with all departments regarding in house VIP’s and any special needs
  • Thoroughly complete all guest transactions
  • Maintain an up to date working knowledge of all hotel amenities as well as any special events
  • Interact with team in a professional manner, assisting other departments with necessary information
  • Be knowledgeable of all emergency procedures and Hotel policies
  • Maintain house bank and handle all checks and cash according to Hotel policies and procedures
  • Communicate all pertinent information to Managers and Supervisors
  • Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
  • Solicit guest feedback via guest comment cards
  • Answer the telephone in a professional manner and assist guests with any questions, directions to the property etc. * 1+ YEARS PRIOR HOTEL FRONT DESK EXPERIENCE IS REQUIRED!
  • Previous hotel front desk experience is preferred
  • OnQ PMS experience preferred
  • Above average communication skills, both verbally and in writing
  • Exceptional computer and numeracy skills
  • Must be able to work days, nights, overnights, weekends and holidays
  • Major hotel brand experience required, Hilton experience preferred
  • Ability to stand, walk and continuously perform essential job functions behind the front desk
  • One to two years of prior guest service experience is preferred
  • Prior hospitality experience is also preferred
  • All team members must maintain a neat, clean, and well groomed appearance
  • Must have reliable transportation and have open availability. We are open 24 hours a day 7 days a week
  • Carries out all operations concerning guest arrival and departure in compliance with internal procedures
  • Informs guests about the formalities, any special conditions relating to their stay and the services available
  • Applies the procedures of internal audit
  • Makes the update of the information contained in the lectern and e-lectern
  • Able to handle reservations should needed
  • You build strong partnerships with internal customers and outside vendors
  • You possess excellent communication and leadership skills and are a creative problem solver
  • You are a proactive, self-starter who can work well both independently and as part of a team
  • You are comfortable being a change agent and creating a welcoming environment
  • Providing baggage handling
  • Delivering packages and other duties relating to guest comfort and convenience
  • Possess a Valid U.S. Driver’s License - required

Front Desk Agent Overnight Resume Examples & Samples

  • Must have excellent customer service/hospitalityskills
  • Be able to stand on feet for extended periods of time
  • Must be available to work a flexible schedule (weekends/holidays- this position is overnight 11:30pm to 7:30am)
  • Microsoft Office: Word, Excel, Outlook
  • Hotel Hospitality Front office system knowledge
  • 2 - 4 years of guest services experience in a hospitality/hotel/resort environment and/or
  • 3 year of customer service experience in service or retail environment
  • Performs Front Office operations, applying the organizational structure defined by the Front Office Manager
  • Together with the Guest Relations Manager, is jointly responsible for welcoming and taking care of guests throughout their stay
  • Contributes to guest satisfaction at all times by providing high quality services throughout their stay
  • Helps meet the department's quantitative targets through his/her sales efforts
  • Conducting micro-local research which provokes guest's interests and peaks their curiosity about the local via internet, phone, and in-person visits
  • Finding stories about establishments that guests would not be able to find on their own
  • Inputting, editing, and maintain their local area knowledge in the Wcities database
  • Creating, printing, and distributing guest-facing Local Navigator Guides
  • Educating and updating co-ambassadors on their micro-local information
  • Support the R Navigator and R Ways programs by visiting departments to review material and answer questions
  • Ensure Renaissance Routes letters are used when providing map or directions
  • Use the Navigator Tablet to provoke the discovery of the local neighborhood
  • Complete all online courses and necessary brand level certifications
  • Review and maintain brand standards for Navigator program and listen in on quarterly webinars to keep program updated
  • Set up and maintain lobby welcome reception
  • Engage guests in Renaissance Beverage Ritual
  • Help coordinate reservations and transportation needs of our guests
  • Maintain hotel social media platforms in coordination with sales and marketing team
  • Be able to perform all functions of Guest Services to include guest check-in and check-out, phone operations, and be completely versed in property offerings
  • Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
  • Take the initiative to welcome and acknowledge guest and when appropriate, thank guests with genuine appreciation
  • Perform multiple cognitive tasks simultaneously
  • Comply with quality assurance expectations and standards
  • Stand, sit, or walk for an extended period of time
  • Use personal judgment and specialized knowledge to give information to guests
  • Demonstrate ability to perform work requiring effectiveness in personal transactions both face to face and on the phone
  • Demonstrate ability to establish warm and friendly relationships with guests
  • Quickly operate a computer terminal keyboard and a multiple-line telephone console simultaneously with a high degree of accuracy
  • Be alert and aware
  • Previous Guest Services experience an asset
  • Responsible and reliable
  • Ability to read and comprehend instructions, both written and oral
  • Handle guest registration and room assignments, accommodating special requests whenever possible
  • Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies
  • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
  • Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc
  • Cancel room reservations according to procedures
  • Walk customers in a professional and courteous manner according to procedures
  • Inventory guest room keys according to policy and request re-keying as necessary
  • Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
  • Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment
  • Ensure that all Guests receive a courteous and efficient check-�in and check-�out experience and Guest service standards are followed at all times
  • Handle Guest issues, complaints, and requests and proactively resolve in a manner satisfactory to both the Guest and the hotel
  • Coordinate with other departments to ensure the proper delivery of all Guest requests
  • Answer Guest questions regarding local area and be able to give proper directions to these areas
  • Demonstrate proper telephone etiquette including transferring calls and taking accurate messages for Guests and team members according to company standards
  • Checking guests in and out of the hotel in a efficient, courteous and professional manner
  • Ensuring that special requests are noted and fulfilled
  • Communicating with all departments regarding in house VIPs and any special requests/needs
  • Promoting and selling special hotel programs, special rate packages and upgrades when appropriate
  • Interacting with hotel associates in a professional manner, assisting other departments with necessary information
  • Answering the telephone in a professional manner and assisting guests with any questions, directions, etc
  • Managing and resolving all guest complaints and compliments in a professional and courteous manner
  • Listening and responding to guest inquiries using a positive, clear speaking voice
  • Maintaining an up to date working knowledge of all property amenities as well as any special events
  • High school degree or equivalent
  • Ability to handle stressful situations in a calm, professional manner
  • Must have the ability to work a varied schedule that may include evenings, nights, and weekends
  • Demonstrates Fairmont Service Promise Standards and Fairmont Values in all interactions with both guests and colleagues
  • Ensures each guest receives a warm and welcoming reception according to all Fairmont Hotels & Resorts Standards
  • Ensures each guest receives a fond farewell according to all Fairmont Hotels & Resorts standards
  • Communicates with other departments for general hotel knowledge as well as completing guest requests
  • Ensures that all bills are kept up to date and accurate and process upon departure
  • Takes advance reservations, bookings and special requirements
  • Responds to all guest requests in a timely manner and ensures follow up is completed
  • Complies with all standard operating procedures and policies of the Front Office
  • Remains observant and responds to each guest who approaches the Front Desk
  • Enrolls new FPC members and updates FPC profiles as required
  • Drives Rate and Rev Par through up-selling guests upon arrival
  • Adheres to Health & Safety policy and ensuring safe work practices are followed at all times
  • Adheres to the hotel’s environmental policies and procedures
  • A minimum of 1-2 years of customer service experience; hotel experience is preferred
  • Highly organized, detail oriented, able to multitask, able to make decisions and take initiative, able to work alone and with little supervision
  • Ability to work in an ever-changing and often busy environment
  • Must have excellent verbal, comprehensive & written English communication skills
  • Highly organized with the ability to be flexible with work hours and days off
  • Strong computer knowledge of Opera Property Manager System
  • Post secondary diploma in a Hospitality Management Program an asset
  • Greet all guests upon arrival at the front desk and/or retail area
  • Ensure a clean and pleasant atmosphere at front desk and lobby areas at all times
  • Take charge when upper management/supervisors are unavailable and unforeseen complications (bad weather, cancellations, etc. arise)
  • Sell gift shop merchandise and handle returns
  • Rent and assist guests in boats - includes pushing boats out into the water
  • Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
  • Checking guests in, issue room keys, provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in line with local legislative requirements
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control and release guest safe-deposit boxes in line with hotel procedures
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Guest Service / Front Desk Agent Resume Examples & Samples

  • Check-in and Check-out procedure
  • Answering questions from guests
  • Identifying our guest needs
  • Offer our guest a friendly, pro-active and efficient service
  • Handling of basic problems and complaints
  • Carrying out of administrative tasks
  • Financial/Cashiering tasks
  • Support the Executive Lounge Team in their operational daily tasks when necessary
  • Excellent grooming standards and communication skills
  • Available for morning-, evening- and nightshifts
  • Dutch and a additional foreign language is preferred
  • Assist guests by
  • Assist the hotel operation by completing the following responsibilities
  • Familiar with property, departments, hours of operation, and services of the hotel
  • Carry out all reasonable requests by leadership team
  • Comply with department uniform and appearance standards
  • Position will be located in Sea Ranch, CA
  • Previous travel or industry related experience and bilingual skills preferred, but are not required
  • Requires ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business
  • Answer inquires from guests regarding restaurants, transportation, entertainment, etc
  • Follow all cash handling and credit policies
  • Be aware of all rates, packages and special promotions as listed in the Red Book
  • Be familiar with all in-house groups
  • Be aware of closed out and restricted dates
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
  • Be familiar with hospitality terminology
  • Have knowledge of emergency procedures and assist as needed
  • Handle check-ins and checkouts in a friendly, efficient and courteous manner
  • Use proper two-way radio etiquette at all times when communicating with other employees
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
  • Be able to complete a bucket check, room rate verification report, and housekeeping report
  • Balance and prepare individual paperwork for closing of shift according to hotel standards
  • Maintain and market promotions and guest programs
  • Maintain a clean work area
  • Assist guests with safe deposit boxes
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
  • Perform other duties as requested by management
  • Welcome and fulfill the check-in process for Guests and group arrivals
  • Complete the check-out process for departing guests using the hotel systems
  • Manage, effectively and efficiently, Guest requests, inquiries, and complaints
  • Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
  • Maximize sales revenues through up-selling and marketing programs
  • Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems
  • Computer literate and able to navigate through Company systems
  • Must be well groomed and conform to the hotel’s dress code to include closed toe shoes
  • Be informed about daily operations and events
  • Know all frequent customers and be familiar with their special requests. Ensure that their needs are met
  • Must be able to deal with the public in a professional and courteous manner, to include conflict situations
  • Have good knowledge about the area and the environment
  • Must be able to comprehend reading materials
  • Must be able to interact with co-workers and have a sense of TEAM
  • Offer consistently professional, friendly, warm and engaging service
  • Give a warm welcome and check in experience to our guests
  • Check out of departing guest in accordance with the established standards
  • Sell rooms to walk-in guests
  • Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy
  • Co operate with colleagues from all departments, in particular Housekeeping, Finance and Reservation
  • Ensure that the Front Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact
  • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
  • Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings
  • Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying reservation, address, and credit information, while meeting all required 5-Star standards
  • Accept payment for guests’ accounts both at the time of registration and at checkout
  • Cash checks and exchange currency for guests
  • Issue keys and post miscellaneous charges as requested
  • Handle mail, packages, and facsimiles in the absence of the concierge
  • Create reservations for guests who are at the desk or who call in after hours
  • Assist the bellman in storing any luggage
  • Additional duties as necessary and assigned
  • Ability to solve problems and make rational decisions
  • Knowledge of Resort operations, its services, and facilities
  • Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task
  • Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis
  • Maintain and improve the quality if the guests experience
  • Provide information and assistance to all guests and visitors
  • Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance
  • Assist guest services, safety services, housekeeping, and engineering team
  • Registers guest reservations
  • Welcomes guests and takes care of them from their arrival through to departure
  • Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
  • Helps meet the department's quantitative targets by carrying out sales initiatives Performing their daily tasks at the Front Office are playing an important role in forming a quality image of the hotel as the guest’s first impression, when coming to the reception area
  • Occupy the hotel lobby and other public areas, particularly at busy times
  • Engage Guests in conversation and provide general assistance
  • Manage, record, and resolve all Guest complaints promptly and effectively
  • Meet and greet VIP Guests and major corporate clients upon arrival
  • Coordinate the services and special facilities provided to long-stay Guests
  • Understand all credit procedures and ensure they are applied
  • Stay current and up to date with all hotel products, services, policies and emergency procedures
  • Monitor Guest satisfaction reports and implement actions to improve results
  • Handle, record and follow through with management issues or emergencies that arise
  • Conduct any Health & Safety procedures, if required, including fire walks, food safety investigations, etc
  • Previous supervisory experience in Front Office within the hotel/leisure/retail sector
  • Good knowledge of Health & Safety and security procedures
  • Calm, efficient and the ability to work well under pressure
  • Excellent leadership skills and exceptional communication skills
  • A passion for delivering exceptional levels of guest service
  • Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
  • Previous role as a senior supervisor or Duty Manager in a similar quality hotel
  • A degree or diploma in Hotel Management or equivalent
  • An in-depth knowledge of the hotel, leisure or service sector
  • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards
  • Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable)
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
  • Review Front Office log and Trace File daily
  • Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees
  • Flexible and long hours sometimes required
  • Ability to stand during entire shift
  • Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office
  • Post charges as received through other departments (i.e. fitness center, housekeeping, logo shop, and laundry)
  • Complete Front Desk Agent checklist daily
  • Recognizes an emergency situation and take appropriate action
  • Performs well with frequent interruptions and/or distractions
  • Have excellent personal presentation and interpersonal skills and previous experience,
  • Have good problem solving ability and proficiency in Opera and MS Office systems,
  • Are fluent in Hungarian and English and at least in one other language
  • Have at least 2 years of experience in a 4 or 5* hotel in a similar position,
  • Have an outgoing personality and a can-do approach to any task
  • EU work authorization
  • Warmly greet guests when they arrive to the Resort
  • Look up guests' reservations in our computer system and check them into the Resort
  • Answer questions and provide information to guests upon request
  • Check out guests when they are ready to leave Resort
  • Must have basic computer knowledge in Microsoft Office to include Outlook and Word
  • Must be flexible to work any day of the week and any shift to include weekends and holidays
  • Previous hotel/hospitality work experience preferred
  • High School graduate or GED equivalent
  • Previous hotel front desk experience a plus!
  • Minimum one year of previous hotel guest service experience -required
  • Proficiency in Microsoft office, LMS or other property management/reservation program. – strongly preferred
  • Experience with hotel operations –preferred
  • Strong attention to detail and ability to multi-task efficiently - required
  • Complete all items on appropriate (AM, PM, or Overnight) checklist by the end of specific shift
  • Review daily assigned arrivals which include VIPs, repeat guests, special requests, packages, etc
  • Submit all lost and found articles accompanied by a completed lost and found report
  • Remain knowledgeable about immediate area, resort services, attractions, events, etc
  • Remain knowledgeable about fire and emergency procedures
  • Open, secure, and balance out daily shift bank, which involves counting and verifying cash, checks, and credit card transactions occurring while on duty
  • Confer daily with Central Reservations team to ensure hotel booking accuracy
  • Perform all other departmental duties as directed by supervisor
  • Ability to work well under pressure, and experience dealing with many arrivals and departures within a short period of time
  • Ability to learn and utilize the LMS property management system quickly and correctly
  • Familiarity with hotel systems and operations, and ability to enter information accurately
  • Ability to read, write, and verbally communicate clearly, effectively, and professionally with guests, owners, vendors, and other business departments
  • Ability to diplomatically deal with difficult situations and people
  • Ability to regularly lift and/or move up to 10-25 pounds, and occasionally lift and/or move up to 50 pounds
  • Ensure the guest understands and is informed properly regarding late check out policy
  • Able to operate the switchboard in the operator room in case of replacement needed and daily rolling
  • Always use logbook as one of communication tools and follows up on messages. Never assumes that other personnel did it
  • Remind the guests regarding durian policy, pets and animals
  • Note in logbook all guest in house special requests for next day
  • Attend training which arrange by superior or training department
  • Attend briefing and monthly meeting
  • Conduct any other duty assigned by supervisor or management
  • Proficient in the English language (verbal & written) is a must
  • Previous experience of atleast 1 year in Front Office operations is required
  • Russian speaker is an advantage
  • Assist in achieving the departmental goals such as Heart Beat, Priority Club Enrollment, Up Selling and control expenses to achieve the budgeted revenue
  • Adhere to the hotel credit policy and cash handling procedures
  • Ensure that high balances are reported and followed up according to the hotel credit policy
  • Be proactive and have knowledge on pre-arrival planning for appropriate guest recognition
  • Perform certain Front Desk responsibilities, such as granting extensions, late departures, room changes, etc
  • Be aware of any group in-house/arrival and ensure that any special instructions are understood
  • Handle any guest problems or complaints in a professional and hospitable manner. Ensure that they are resolved and followed through using the LEARN process. Seek help if barrier arise. Ensure all complaints are tracked using the Guest Response program
  • Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest asks. Focus total attention to the customers
  • Previous experience working within Front Office Department or similar environment
  • Preferably with 5-Star Hotel experience
  • Excellent Hospitality Skills
  • Proficiency and strong knowledge in MS Excel and Opera
  • Previous front office or hotel experience preferred
  • Ability to speak foreign languages preferred
  • Ability to work with computers; prefer previous PMS experience, MS office experience
  • Ability to perform accurate moderately complex arithmetic functions using a calculator
  • Ability to communicate, verbally, and in writing, effectively with guests and co-workers; respond to guest requests
  • No special licenses or certificates required
  • The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper
  • Ability to handle cash and credit transactions
  • Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers
  • Ability to multi task and handle stress in busy periods

Night Auditor / Front Desk Agent Resume Examples & Samples

  • Ensure credit card system reconciles to daily transaction lists
  • Prepare income journal sheets for daily reports
  • Run Night Audit Final after insuring all revenues are in balance
  • Perform the essential functions of a Front Desk Agent
  • Greet all guests upon arrival
  • Learn and use Springer Miller PMS and Microsoft Office programs
  • Assist guests in the lodge gift shop with service and recording sales using Retail Pro POS system
  • After training, employees must display a working knowledge of policies and emergency procedures so that employee and guest safety will be insured
  • Light cleaning of lobby and public areas as assigned by management
  • When required, must provide designated employees with working banks and take care of all currency needs for the day
  • Must ensure daily sales go into the safe, so that they can be safely taken to the accounting department. Log wakeup calls and communicate messages to guests
  • Ensure a clean and pleasant atmosphere at the front desk and lobby areas at all times
  • Take charge when upper management is unavailable and unforeseen complications (bad weather, cancellations, etc.) arise
  • Diplomatically handle guest complaints in a polite and professional manner
  • Know and comply with all company policies and procedures regarding safety, security, emergencies and sustainability
  • Utilizes the radio and paging internal communication system used throughout the facility
  • One year experience as a Guest Service Agent or experience in a comparable service position
  • Performs duties as directed by the Supervisor and / or Management
  • Greet, register, and assign guests to their rooms
  • Issues room key and other instructions to guests
  • Act as an informational source for all resort activities
  • Compute guests’ bills and collect payments
  • Will be cross-trained in all functionalities of the front desk (reservations and switch board) and will be required to assist in those areas to maintain service based on immediate business needs

Bellperson / Front Desk Agent Resume Examples & Samples

  • Enthusiastically welcome our guests anticipate their needs and respond promptly with your personal spirit, however busy and whatever time of day
  • Interact with and entertain our guests
  • Take initiative to go beyond the ordinary to resolve guest complaints and create loyalty
  • Escort arriving guests, provide history tours of resort and orientations to the guestrooms
  • Share stories of personal experiences and provide recommendations brochures, maps and collateral on guest activities, attractions and places of interest
  • Coordinate guest requests, reservations and miscellaneous tasks as required
  • Assist guests with transportation needs
  • Park and retrieve guest vehicles
  • Valid (state) driver’s license
  • Good driving record
  • Experience. Previous experience passionately providing service to others and driving all types of vehicles
  • A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and has an impeccable driving history
  • Welcomes guests as soon as they arrive with due care and attention
  • Helps encourage customer loyalty by developing friendly, personalised relationships
  • Anticipates guests' needs and takes them into consideration
  • Handles any guest complaints and/or remarks; provides a response as soon as possible
  • Conveys the hotel image
  • Ensure proper standards of hospitality are provided to all members, owners, and guests
  • Create, confirm, and cancel reservations
  • Ensure proper standards of hospitality are provided on property and/or via telephone
  • Ensure pending arrival information is accurate; check rates and prepare upcoming arrival packets with necessary materials and information
  • Check-in arriving guests and check-out departing guests
  • Handle and resolve member, owner, and guest complaints
  • Verify information as needed (i.e. additional keys, telephone calls, and packages)
  • Compute billing charges, collect payments, and provide change
  • Post charges as received through other departments, i.e., fitness center, housekeeping, logo shop and laundry
  • Answer the telephone with proper etiquette and transfer calls accordingly
  • Communicate with all internal departments including PBX, Housekeeping, Engineering, and Security via telephone and email, as needed
  • Reconcile end-of-the-day shift report
  • Maintain necessary hard copies of paperwork of all daily operations and file as needed
  • Complete special projects, stocking, listing items to be ordered, and daily bucket checks
  • Monitor progress and completion of work assignments by Front Desk team members
  • Perform property and room inspections, as required
  • Checks in 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 guest room. Issues correct keys to the guest. (25%)
  • Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. (25%)
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. (10%)
  • Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. (5%)
  • Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests
  • Handling objects, products, and computer equipment
  • Basic computer skills to operate various property management and reservations systems, etc
  • Being passionate about people and service
  • Strong communication skills essential when interacting with guests and employees
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc
  • Basic math skills are used frequently when handling cash or credit
  • Problem solving, reasoning, motivating and training abilities are often used
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays
  • Providing courteous and efficient telephone services including accurate message taking
  • Controlling key sign in/out procedures for certain hotel departments
  • Collecting & maintaining information on the hotel and surrounding area
  • Answering guest inquiries regarding rates, special packages, and general information accurately and in a timely manner
  • Maintaining Meridian Mail and Fire Panel computers
  • Completing an accurate daily Special Attention List and forwarding to appropriate personnel
  • Responsible for check in and out of guests
  • Creating reservations via telephone, central/global reservations, correspondence and in person
  • Data entry of tour group reservations and convention rooming lists
  • Responsible for a cash float
  • Present statements of charges to departing guests and receive payment
  • Performing general office duties
  • Ensuring the safety and well being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures
  • Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
  • Working shifts as business levels dictate
  • Checking guests in and out, booking reservations, providing information and additional services to guests as needed
  • Attends to guest needs and resolve guest problems
  • Issues keys and processes payments
  • Must have basic knowledge of computers to include MS Office, Word and Outlook
  • Previous hotel front desk clerk work experience preferred
  • Local Candidates Preferred
  • Being attentive to Guests
  • Accurately and promptly fulfilling Guests requests
  • Anticipate Guests needs
  • Maintain a high level of knowledge which affects the Guest experience
  • Demonstrating a ‘service’ attitude
  • Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests’ name at every opportunity
  • Take action so as to guarantee that guests depart from the hotel with a positive impression of hotel services
  • Attend to guests’ inquiries and requests, refer problems to Supervisor if he/she unable to assist
  • Attends to guests’ request of using the service of safety box at all times
  • Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options
  • Register all arrivals according to established procedures
  • Anticipate guests’ needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner
  • Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained
  • Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel
  • Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc
  • Comply with discretionary information keeping
  • Align self with the company values, mission and desired behaviors

Front Desk Agent / Guest Service Agent Resume Examples & Samples

  • Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
  • Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process
  • Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
  • Intermediate Knowledge of OPERA Property Management System Preferred
  • Enter and locate work related information using computers and/or point of sale systems
  • Possess a gracious, friendly, and fun demeanor
  • Maintain and repair the physical structure of the Hotel and furnishings as deemed necessary by the Chief Engineer
  • Inspect and adjust all systems on a daily basis, respond to life systems alarms
  • Maintain the electrical switches, plumbing facilities and other fixtures and equipment to ensure smooth operations of HVAC, refrigeration, Natural gas and LP
  • Respond to maintenance requisitions and guests requests to ensure guests receive quality service and furnishings
  • Show them you CAN, show them you CARE; following all essential principles in the Little Red Book
  • Previous experience in a hotel, commercial building or building maintenance organization
  • Ability to work in a typical maintenance atmosphere requiring heavy lifting, carrying, pushing and pulling
  • Able to be a certified universal refrigerant handler or boiler operator, if needed
  • Ability to multi-task, follow through and re-prioritize well to meet deadlines
  • Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives, agencies, and Red Lion Guests
  • Valid Driver License
  • Unload and load housekeeping carts with supplies
  • Clean the Hotel guest rooms and bathrooms
  • Change linen and terry in guest rooms
  • Maintain the cleanliness of the hotel public areas
  • Ensure that quality is maintained on all items laundered
  • Tend the laundry machines: cleaning and drying sheets, pillow cases, towels, napkins and tablecloths
  • Sort, fold and stock clean linen and terry
  • Maintain the cleanliness of the laundry room and inspect the restrooms for supplies and cleanliness
  • Deliver linen to room attendants
  • Ability to operate standard laundry equipment: washers, dryers, mangle
  • Process check-ins, check-outs, credit card, cash and required accounting transactions accurately and efficiently according to the standard operating procedures (SOPs) of the front office department
  • Perform daily tasks, (i.e., folio transactions, bucket checks, and guest follow-up), and be able to manage credit limits and create reservations according to SOPs
  • Have thorough knowledge of all suite categories, including location and view type
  • Obtain detailed knowledge of all property amenities; including hours of operation of resort outlets and be aware of changes when they occur
  • Understand the dynamics of a full-ownership property and the services and intricacies that exist between the different guest and owner types
  • Assist and communicate with owners and guests in an efficient and professional manner; when necessary, provide appropriate service recovery
  • Work with the Bell/Valet department in the assigning of check-ins, check-outs, and suite moves
  • Interact and cooperate in a professional manner with the housekeeping, maintenance, and homeowner experience departments
  • Utilize appropriate professional etiquette in all communications
  • Establish and maintain a cooperative and supportive working relationship with all associates
  • Maintain confidentiality of guest information and company related information and materials
  • Assist the PBX department when necessary
  • Understand and perform emergency procedures in a calm and confident manner
  • Report to work on time and when scheduled
  • Perform all job duties in a safe and efficient manner
  • Coordinate with Housekeeping and Maintenance to maintain a positive guest/owner experience
  • Be available and willing to work when scheduled; this may include evenings, weekends, and/or holidays. Report to work on time and when scheduled
  • Take pride in presenting a professional image; wear proper uniform, including nametag, and adhere to company grooming and personal appearance policy
  • Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards
  • This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change
  • Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis
  • Manual dexterity to operate a computer and other common office equipment on a constant basis
  • Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis
  • Ability to work in a high stress, fast paced environment and remain calm under pressure
  • Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English language. Other languages are beneficial
  • Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis
  • Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis
  • Talking and hearing occur continuously in the process of communicating with guests, owners, supervisors and other employees
  • Ability to accurately type a minimum 25 words per minute
  • Ability to perform basic mathematical calculations and cash handling transactions (i.e., make change and end of shift balancing)
  • Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work
  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests
  • Resolve customer complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
  • Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton Standards
  • Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager
  • Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
  • Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
  • Ensure our customers receive a fast, efficient and friendly check in and check out
  • Ensure all customers’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
  • Preparation and co-ordination of group arrivals/departures. - Ensure a good performance oriented working environment within the department and motivate the staff
  • Participate regularly in training courses and put the skills learned there into practice
  • Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
  • Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
  • Have knowledge of all the equipment and installations on the Executive Floor, and able to work there independently in conformity with the established standard and take over shifts if necessary
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
  • Ability to listen effectively and comprehend the English language to understand and obtain instructions and information

Lead Hotel Front Desk Agent Resume Examples & Samples

  • Acts as a leader of the department working with others and on behalf of the supervisory team
  • Maintains AAA Four Diamond requirements and standards
  • Adheres to standards and operating procedures as outlined in the Gift Sho, Call Center, Valet and Front Desk department manuals
  • Keeps Team Members and department leaders well informed of hotel operations
  • Oversees the approved departmental training program and assists in the proper training of all Team Members
  • Adheres to, interpret, support, and explain established company policies and procedures as well as applicable local, state, federal and other regulatory procedures
  • Must maintain the strictest confidence of any and all confidential and proprietary information disclosed by an Ameristar entity or by a guest of Ameristar Casinos
  • Addresses Team Member questions and concerns
  • Fosters and maintains positive team member relations in a supportive environment and interfaces with other departments to ensure a harmonious working relationship
  • Adheres to and follows all the core values of the company
  • Maintains a high level of professional appearance, demeanor, ethics, and image of self and subordinates
  • Attends all regular departmental meetings as well as other related meetings
  • Directly responsible for all duties as assigned to a Guest Service Agent including, but not limited to, check-in/check-out procedures, correct acceptance of approved forms of payment, message/package delivery, and maintaining an operating bank
  • High School Diploma or Certificate from Educational Institute
  • Previous Hotel experience preferred
  • A minimum of six months guest service experience desired
  • Wash, organize, inventory china, glassware, silverware, pots and pans
  • Sweep and mop walk in refrigerators, kitchen areas
  • Clean and monitor dish machine
  • Empty garbage cans and linen bags
  • Understand and provide maintenance, chemicals and supplies for dish machine
  • Maintain proper storage of dish dollies, glass racks and flatware
  • Maintain cleanliness of kitchen areas
  • Health Card
  • Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction
  • Be aware of functions, facilities, promotions and events taking place in the hotel
  • Receive, process and confirm all reservations whether inbound or outbound
  • Maintain all documentation as required
  • Liaise and follow up any actions required for guests
  • Control and monitor the allocation of rooms
  • Courteously handle all incoming and outgoing telephone calls for guests and staff
  • Ensure correct billing of all telephone charges to guests and monitor all administration extensions
  • Process wake up calls
  • Maintain guests voice mail system and manual message system
  • Maintain all additional equipment required for all voice communication
  • Receive guest enquiries and appropriately handle and log
  • Liaise with relevant departments on all elements including but not limited to out of order, and guest needs maintenance, refurbishment
  • Maintain parcel log and follow procedures
  • Maintain log for all incoming / outgoing keys
  • Maintain privacy of guests with reference to room numbers, names, nationality, etc
  • Weekly safe box inventory
  • Update guest registration cards, update guest profile
  • Report anything considered as health or safety hazard & be aware of the IHG Health & Safety Policy
  • The Front Desk will be staffed to provide services 24 hours a day 7 days a week. The Concierge Desk is to be staffed whenever a course is in session
  • After training, must display a working knowledge of policies and emergency procedures so that employee and guest safety will be insured
  • Utilizes the Maestro System
  • Daily front desk and concierge’s desk checklist tasks that include
  • Maintain complete knowledge at of all hotel services including hours of operation, room availability, hotel policies and procedures
  • Obtain assigned bank and ensure accuracy of contracted monies
  • Keep bank secure at all times
  • Must be able to work 11 pm- 7 am, including weekend, weekday and holiday shifts
  • Previous Night Audit or Front Desk experience required
  • Comfortable working alone and with little supervision
  • Must have full Alberta Class 5 Driver license
  • Refined verbal and written communication skills
  • Ability to stand for long periods of time
  • Preferred experience in a luxury hotel in Front Office and/or Concierge responsibilities
  • Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
  • Be part of a cohesive team with a singular focus on creating the best possible guest experience
  • Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons
  • Be encouraged to demonstrate your professional passion
  • Have career growth opportunities both within Four Seasons Hotel Boston and worldwide with our company
  • Be rewarded with market-leading pay and a comprehensive benefit plan
  • Get to experience other Four Seasons Hotels and Resorts through the complimentary room nights program
  • Receive a complimentary meal when at work in our employee cafeteria
  • Fulfil operations of the Front Desk, according to the Company policies, standard and procedures, maintaining high standards at all times
  • Maintain professional relationships with guests and colleagues
  • Anticipate guests needs and handle guests complaints
  • Responsible for cash accounting (payment of guest bills)
  • Knowledge of Hotel Management software such as Scrigno or others
  • Knowledge of the Microsoft Office package (Word, Excel, PowerPoint, Publisher)
  • Fluent in English and Italian and a third language is required
  • Professional experience preferably at international level in the same role
  • Performs daily auditing procedures to ensure that all guest and owner charges are properly balanced with the property revenue and expense transactions
  • Assists with checking owners and guests in and out of the property and responding to inquiries regarding services throughout the duration of their stay
  • Ensures that every interaction with an owner and guest is a positive and memorable experience while checking them in an out of the property and responding to their requests
  • Inputs information into the computerized reservations system to update and maintain records
  • Calls for bell person as needed. Assesses reservation system to determine unit availability and assists guests with reservations or changes as required, maintaining HGVC rental policies in an effort to maximize inventory
  • Generates invoices and collects monies due through the rental program and through merchandise sales. Issues and controls unit keys. Maintains safety deposit boxes
  • Provides additional services by taking and holding packages, delivers telephone and fax messages to owners, guests and resort staff
  • Reviews expected check-in lists, noting comments regarding lockouts, special requests, etc. Sorts and distributes incoming mail
  • Receives housekeeping and maintenance requests or work orders and contacts proper departmental personnel
  • Relays pertinent information to oncoming shift. Prepares and consistently restocks the front desk with supplies including preparing arrival packets
  • Type correspondence and reports for management as needed
  • Ability to read, analyze and interpret complex documents
  • Ability to create and interpret business communications and reports
  • Minimally intermediate computer skills. At minimum basic mathematical skills
  • Intermediate/Advanced computer skills
  • Advanced mathematical skills
  • Associate’s Degree/College Diploma
  • VOICE Certified
  • Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities
  • Registers hotel guest by obtaining or confirming room requirements, verifying preregistration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue
  • Directs guest to hotel rooms by showing room locations on a hotel map
  • Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger
  • Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork
  • Maintains accuracy of cash banks. Balances funds and provides change
  • Makes room reservations as needed for guests
  • Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
  • Receives and responds to incoming telephone calls from the public and guests. Receives and processes telephone and walk-in reservations accurately to ensure guest satisfaction
  • Guest service or customer service experience
  • Able to work independently with minimal guidance and as part of a team
  • Able to work effectively in a fast-paced environment
  • All hotel features/services, hours of operation
  • All room types, numbers, layout, decor, appointments and location
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status for any given day
  • Scheduled daily group activities / VIP’s
  • Process all guest check-ins
  • Register guest in the computer
  • Verify reservation information with the guest (departure date, room type)
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
  • Assign guest room
  • Advice guest of any messages, mail, faxes, etc. received for them
  • Communicate services and amenities of the hotel to guests
  • Obtain proper identification for tax exempt guests and attach form to registration card
  • Direct Bell Person to escort guest and transport their luggage to the room
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp)
  • Handle overbooked or “walked” guests
  • Accommodate room changes
  • Document all guest requests, complaints or problems
  • Take record and relay messages accurately, completely and legibly
  • Block rooms in computer and follow through on designated requirements
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager
  • Process all check-outs
  • Resolve any late charges
  • Present folio to guest and resolve any disputed charges
  • Settle guest accounts
  • Retrieve guest room key from guest
  • Solicit guest comments on their stay
  • Process express check-outs
  • Handle requests for late check-outs
  • Conduct group check-ins/outs
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
  • Make change for guests
  • Cash guests' personal checks/travelers checks
  • Post charges
  • Run closing reports
  • Count and secure bank
  • Complete designated cashier reports
  • Balance receipts
  • Drop receipts
  • Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist
  • All other duties as required
  • Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency
  • Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations per policies and procedures
  • Consistent professional and positive attitude and actions when communicating with guests and associates
  • Collect payments in compliance with cash handling and credit card processing and accounting procedures
  • Answer guests inquiries regarding hotel service, events, direction, local attractions and assist guests with transportation
  • Communicate with other departments regarding VIPs and special request
  • Promote hotel programs, special package rate, and upgrade guests when appropriate
  • Manage and resolved guests concerns in a professional and timely manner
  • Maintain safe work habits, and comply with safety procedures

Senior Front Desk Agent Resume Examples & Samples

  • Behaves and acts in an exemplary fashion, embodying the brand mindset
  • Helps employees improve their skills and provides support for career development
  • Through his/her actions and presence at the reception, transmits the Assistant Front Office Manager's instructions and priorities
  • Organizes the welcome and care provided by the team under his/her responsibility
  • Flexibility. This is a demanding business and we look for flexibility with work days and hours, no overnights; but it’s also a lot of fun!
  • Able to start June 1, 2017 and work until October 1, 2017
  • Position is seasonal with an opportunity for Year-round
  • Must posess basic computer skills
  • General knowledge of the city where hotel is located and its attractions
  • Ability to obtain any government required licenses or certification
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception
  • Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
  • Greets and completes established check-in procedures for arriving guests on a daily basis in order to ensure guest are satisfied and in rooms as requested
  • Facilitates guest departure (check-out) on a daily basis by following established computer procedures in order to close guest accounts and open the room for the next sell
  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
  • Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
  • Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
  • Maintains a friendly, cheerful and courteous demeanor at all times
  • Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers
  • Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine
  • Date-stamp, sort and rack incoming mail and messages
  • Transmit and receive messages using equipment such as telephone, fax and switchboard
  • Understand and enforce the hotel company credit policies
  • Account for all cash and makes deposits in accordance with hotel and company policies
  • May make restaurant, transportation or entertainment reservations for guests; may deposit guests valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests
  • Respond to guest comments and complaints in a courteous, professional, but expeditious manner
  • Keep front office work stations and lobby area neat, orderly, and stocked with supplies
  • Maintain complete familiarity with all emergency procedures and respond appropriately to emergencies
  • Notify the Manager on Duty of unusual circumstances and situations
  • Know current status of rooms and individual guests
  • Review reservations due to arrive, checking for duplicates, overlooked special requests, and other factors requiring follow up
  • If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees
  • To execute this position effectively and successfully, an individual must be able to perform each essential duty satisfactorily
  • The requirements listed below are representative of the knowledge, skill and /or ability required
  • Must be able to switch tasks easily such as from typing to searching a directory to answering a telephone
  • Demonstrate ability to effectively and repeatedly perform precise clerical and cashier functions with high degree of accuracy
  • Welcome guests in a friendly, prompt and professional manner
  • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction
  • High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English
  • Other languages preferred
  • This job requires ability to perform the following
  • High school or equivalent
  • Customer Service: 1 year
  • Driver's License
  • Complete night audit
  • Schedule weekly and daily housekeeping and maintenance work
  • Assist with maintaining the cleanliness of all common areas, including but not limited to: The lobby, valet, pool area, gym, hallways and basement areas
  • Distribute mail/messages/faxes to guests and employees and handle shipping arrangements for guest packages
  • Assist at other front desks, internal and external departments as necessary
  • Utilize all guest profiles to personalize the guest experience and provide preferences on accommodations and services
  • Performs all duties required of the front desk staff and capable of assisting other property management and hotel staff, as necessary, to include filling in other roles such as; concierge, greeter, PBX, Guest Service Agent and any other assistance when called upon
  • Anticipate guest' needs, respond promptly and acknowledge all guests
  • Notifies manager or lead if any equipment is broken or supplies are running low
  • At least 1 year of experience in guest service - required
  • Previous experience working front desk - preferred
  • At least 1 year experience in similar capacity
  • Excellent interpersonal and communication skills both in Japanese and English
  • Ability to work by roster including night-time shift
  • Must have proper working visa (for non-Japanese candidate)
  • Korean / Chinese speakers
  • Free-meal at Cafeteria
  • Dormitory available including single room based on availablity. You can enjoy Onsen (hot spring) too
  • Social insurace available
  • Can bring your own car
  • Use information systems to input data, maintain databases, perform research for projects or issues, and generate reports
  • Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time
  • Career Growth: We are the largest private employer in Los Angeles offering tremendous development opportunities in multiple fields and industries. The Trojan Network connects current and previous members of the Trojan family to create an endless professional network
  • 1 year Combined education/experience as substitute for minimum experience
  • To welcome all guests in a hospitable and efficient manner
  • To ensure Front Office Department operates within the brand guidelines, utilising SOP manuals
  • To ensure a consistently high level of customer care is delivered at all times
  • To ensure efficient check in, check out, room account settlements are performed to the brand requirements
  • Adhere to the hotel's cash handling procedures
  • To ensure all guests requests and preferences are logged and acted upon to drive guest satisfaction
  • Report all guest feed back to relevant personnel
  • Abide by relevant fire and health and safety procedures
  • To ensure hotel revenue in all areas is maximised at all times
  • To assist with reservations and nights as required
  • To be fully aware of competitors and industry trends
  • To constantly seek new opportunities for the profitable use of facilities and growth
  • To ensure high quality communication is in place in the hotel
  • Escort arriving guests to their room and be able to explain and promote the hotel services
  • Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota
  • Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time
  • Assist in the training of new employees when required
  • Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager
  • At all times strive to represent the Marriott in the most professional, courteous and efficient manner possible
  • Understand the Hotel's Fire and Safety procedures. To undergo training in all fire and security measures every quarter
  • Ensure the cleanliness and neatness of the Front Office, Guest Internet Station and back offices
  • Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Adhere to the hotel's grooming standards as stated in the associate handbook
  • Develop a thorough knowledge of the hotel property, hotel staff, hotel services and the hours of operations
  • Hand over any relevant information with necessary departments and associates
  • Read and initial bulletin board daily to keep updated on all current information. Attend departmental meetings. Familiarise with the daily activities and meetings that are being held in the hotel. Participate in the daily 15-minute training and service excellence checks
  • Have a thorough knowledge of the hotel PMS system, telephone systems, Vingcard key system, Guest ware, Micros and pagers. Know who to report hardware and software problems
  • To know how to action crash down procedures
  • Actively participate in special guest programs such as: Repeat Guest History, Guest Satisfaction Surveys and Guest Responses
  • To comply with all Health and Safety procedures associated with the department at all times. This relates to
  • Standards and procedures of correct working practices
  • The completion of risk assessments
  • COSHH regulations
  • Use of Personal Protective Equipment
  • To control wastage and operate according to the Companies environment policy with regard to
  • Product control and waste minimisation
  • Proper care and maintenance of equipment to prolong its life
  • Using towels in appropriate quantity to minimise unnecessary laundering
  • Proper separation and disposal of cardboard, paper and glass in recycling bins
  • Minimising energy wastage by switching off unused lights, heating, PCs and equipment
  • To be an ambassador for ARC and for our site, taking personal responsibility for finding out about our product and services, and at all times striving to represent the Company in the most professional, courteous and efficient manner possible
  • GCSE or equivalent
  • To be able to use Opera Front Office PMS
  • To be able to use Marsha, the global reservations system
  • Branded hotel background an advantage
  • Influencing Skills
  • High level of interpersonal skills
  • Solves guest-related problems within scope of authority
  • Performs all accounting duties including posting charges, account settlements, and shift closing
  • Coordinates guest recreation as needed. Assists Conference Planning staff as needed
  • Maintains accurate daily event information. Maintains daily posting of event sheet
  • Perform bell attendant job duties when required or assigned by the FOM
  • Maintains current knowledge of events in the area, points of interest, and services in the area
  • Two years of college education preferred
  • Two years experience in a customer service position, preferably in the hospitality industry
  • Cash Handling experience required
  • Pleasant telephone demeanor
  • Check guest in, ensuring proper credit is received, special requests are noted and fulfilled and accurate information is established
  • Provide exceptional customer service with smile and empathy
  • Promote and sell special hotel programs
  • Interact with hotel staff in a professional manner, assisting other departments with necessary information
  • Be knowledgeable of all emergency procedures and Resort policies
  • Maintain house bank
  • Communicate all pertinent information to the Front Office Managers and Supervisors
  • Perform all cashier functions to include accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks
  • Interact with resort staff in a professional manner, assisting other departments with necessary information
  • Adhere to the policies of the Resort set forth in the Employee Handbook and report any observed violations to Human Resources
  • Assist other departments as needed
  • Greet guest at the front desk and assist with check in and check out using the computer
  • Answer guest inquiries in a friendly and helpful manner, directs guests to the appropriate locations
  • Provide friendly and courteous telephone manners to guests and co-workers
  • Maintain knowledge about functions going on inside the hotel and information that may need to be passed along to guests
  • Enter messages and wake-up calls onto guest accounts that were not directed to the operator
  • Accurately answer reservation calls and look at future availability during reservations off-hours
  • Adjust errors and correct discrepancies on guest accounts
  • Take actions to handle a complaint or concern of a guest. Involve Supervisor or Manager when appropriate
  • The flexibility to work a varied schedule due to business levels and industry demand (7 days a week/365 days a year including holidays). We staff our area from 7am-11:30pm daily. Please note that earlier and later hours may be required during peak seasons
  • Follow safety procedures to ensure a safe working environment
  • Carry out the policies and procedures of Stonewall Resort and Benchmark Hospitality International while maintaining the highest degree of professionalism and teamwork atmosphere as per standards of service
  • Assesses and offers creative suggestions and recommendations to all guest requests
  • Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and bank drops
  • Maintaining all standards as outlined in employee handbook, uniform and grooming standards
  • Know property layout and directs guests by utilizing daily event sheets, meeting plans and CEOs, or other documents of reference materials
  • Review and understand daily event sheets, meeting plans, and CEOs in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns
  • Obtain comment cards for 30% of the daily departures
  • Arranges luggage, valet, & shuttle assistance in Guest Service Agents’ absence
  • Good written and verbal communication skills, customer service skills, and attention to detail
  • Typing and computer skills necessary
  • Supervisory background helpful
  • Strong organizational and information gathering skills and techniques
  • Outgoing personality & professional demeanor
  • Drive and need to work and succeed
  • All room clerk functions, i.e. the friendly and efficient checking in and out of guests
  • All cashier functions to include accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks
  • Reservation functions including entering and updating group files
  • Concierge functions (instructing guest on local entertainment, etc.)
  • Maintain the highest level of employee/guest relations
  • Monitoring, selling and posting items from the Sundries shop
  • Enthusiastically collecting guest feedback/comment cards
  • Ensures accurate and timely recording and reporting of all property receipts
  • Maintains guest service standards at the front desk at all times
  • Follows cash handling procedures as outlined by the accounting department. Collects payment at check out and provides change for guests as needed
  • Performs all end of day front desk and night audit functions, including reviewing cashier audits for accuracy, balancing credit card postings to computer system, maintaining computer database integrity daily, and auditing of master bills
  • Completes express check out in a timely manner and issues to security for delivery
  • Completes the daily sales report and issues to all departments
  • Prepares all computer systems for the following day. Ensures accurate and timely backup files / tapes are maintained on a daily basis
  • Prepares, balances, posts, and distributes all necessary reports on a daily basis
  • Completes property walk through, ensuring buildings are secure and safety systems in working order
  • Contacts management in emergency situations
  • Welcome, check-in and direct guests at arrival
  • Review all arrivals for notes, requests, and discrepancies and accommodate accordingly
  • Pre-register and produce key packs, when applicable
  • Handle guest requests and following up to ensure they are completed
  • Handle cashier duties and balance one’s bank at conclusion of shift
  • Assist with answering phones, taking reservations, guest’s requests and inquiries
  • Complete shift check list and necessary reports
  • Monitor guests accounts and room inventory
  • Troubleshooting guest issues
  • Reviewing and updating the property management system
  • Keep work area neat and cleaned at all times
  • Support the Benchmark environmental commitments by having the knowledge, skills and values to be a leader in the global goal of “greening” the hospitality industry
  • Watch for safety hazards and report them immediately to your Department Supervisor
  • Will work and communicate directly with all Rooms departments, and indirectly with others
  • Majority of shift work would be at front desk, some back office work required
  • Assist with Bell stand and Valet duties
  • Assist with basic concierge duties
  • Performs other duties as assigned by management
  • Adhere to all uniform standards and maintain a professional appearance at all times
  • Offer a genuine friendly welcome to all guests
  • Create a positive check-in experience and enter accurate necessary guest information into Opera system
  • Welcome all IHG Rewards Club Members and offer snack/water, and if guest is not a member offer them membership
  • Be responsive to all guest needs and follow through on all guest requests
  • Always exhibit a genuine and caring attitude toward guests
  • Communicate pertinent information with team members and management
  • Offer a genuine friendly farewell to all departing guests
  • Answer all telephone calls in a timely and professional manner
  • Knowledge of location of all function/meeting space in the hotel
  • Run daily reports and complete all shift checklists
  • Complete all necessary Opera and Holiday Inn training mandated by IHG
  • Attend “Gotta Know Knoxville” class
  • Operate the front desk according to standard operating procedures and with exceptional guest service
  • Maintain accurate cash sheet. Responsible for cash drawer balancing
  • Operate the switchboard and disperse calls as required by your shift. Take guest messages and faxes with accuracy, always noting the date and time of message. Repeat message back to caller to assure the accuracy of the message. Use message light to tell guests that they have a message waiting
  • Never say a guest’s room number out loud
  • Know room rate. Also know the amenities of the rooms so you can inform guests of what to expect in their rooms
  • Know physical makeup of building-exterior and interior. Know where the closest shopping, convenience store and gas station is
  • Complete daily reports, audits correspondences etc. as required by your shift
  • Keep lobby and office area clean at all times,
  • Take and confirm credit cards for validity and acceptability
  • Create incident reports for guest injuries / issues when required
  • Answer all calls within three (3) rings. All calls are to be answered in a “scripted” manner
  • Take and record reservations with accuracy. Confirm as requested
  • Resolve guest complaints
  • Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards
  • Performs work with little or no supervision; works independently
  • Ability to read and comprehend simple instructions, short correspondence, and memos
  • Ability to speak English fluently
  • Ability to interpret and perform basic computer and POS system functions
  • Stand more than 2/3 of the time
  • Walk less than 1/3 of the time
  • Lift up to 15 lbs
  • Report to work on time in proper, clean uniform with name tag
  • Personal appearance & grooming must confirm with standard
  • Handle all duties according to hotel policies and procedures
  • Be knowledgeable about hotel procedures and check all bulletins for information
  • Have knowledge about all guest rooms , features and amenities plus all services offered by the hotel
  • Each associate is expected to carry out any request by management which the associate is capable of performing
  • Be knowledgeable of Marriott Rewards , Elite program and other Frequent flyer programs as required
  • Know how to follow all hospitality guidelines
  • Answer the telephone according to telephone etiquette
  • Know how to handle safety deposit boxes
  • Ensure cleanliness of work areas at all times
  • Utilize spare time for cleaning
  • Prepare drinks and towels in advance for big groups
  • Keep all equipment clean at all times
  • Assist all guests in problems and questions as required
  • Ensure that all guest problems are solved by using GUEST RESPONSE procedures
  • Assist fellow associates on their jobs to ensure completion of all jobs on time
  • Report any unusual occurrence or requests to the manager
  • At all times strive to be an ambassador for Marriott
  • Be disciplined at all times, stand alert and tall at the lobby
  • Greet guests immediately and offer assistance before guests ask you
  • Focus your total attention to your customers
  • Use all communication means including FD logbook
  • Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
  • Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
  • Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
  • Must be able to understand, speak, read, and write in the basic English language
  • Must be available to work, varied shifts and flexible schedules
  • Opera experienced preferred

Overnight Front Desk Agent / Night Auditor Resume Examples & Samples

  • Must be able to work 11 pm- 7 am on Saturdays, Sundays, Mondays & holidays
  • Comfortable with working alone and with little supervision
  • Confident in making quick and efficient decisions
  • Able to work under high pressure
  • Maintains a positive relationship with Guests and Colleagues by meeting and exceeding their expectations through Heart Felt Service
  • Ensure Guest details remain confidential
  • Reports any hazards, risks, accidents as required
  • Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities
  • Everyday ensures receiving shift briefing from manager on duty, reading bulletin boards, reading emails and examines SwissTimes
  • Develops a thorough knowledge of room types, locations, features, availability, prices and promotions
  • Assist Guests with general enquiries, providing accurate and detailed information
  • Attends all required meetings and training sessions
  • Prepare for Guest arrivals in accordance with Swissôtel Hotels & Resorts’ procedures, including special request reservations and VIP Guests
  • Maintains updated information of all daily activities, event and meetings taking place in the hotel
  • Provides professional and timely check in & out service for all hotel Guests which adheres to Swissôtel Hotels & Resorts’ policies and procedures
  • Ensures the method of payment, required authorization and deposit upon check in
  • Promotes higher category rooms upon check in and works towards upgrade targets
  • Coordinates with Bell Team and Concierge to fully manage check in process
  • In line with VIP program standards, takes action prior to arrival, and informs manager on duty upon arrival to ensure desired treatment
  • To ensure that security protocol is adhered to regarding Guest ID and issuing of keys
  • Handles currency exchange & responsible for keeping bank balanced at all times
  • Perform other duties assigned by his/her supervisor
  • College degree or equivalent work experience
  • 1 year of hospitality industry experience
  • Previous Front Desk experience highly preferred
  • Must be able to work different and rotating shifts
  • Demonstrate strong communication skills both verbal and written
  • Demonstrate ability to effectively deal with guests and other team members, some of who will require high levels of patience, tact and diplomacy
  • Presents a professional and polished appearance
  • Dynamic and can do attitude
  • Congeniality, competence, consistency and initiative are hospitality principles the staff members are required to practice. It is important that these principles be considered as much a part of job performance as are the duties required
  • In addition, regular attendance in conformance with the standards is essential to the successful performance of this position
  • Market, sell, and serve all meal items
  • Display working knowledge of all menu items and prices
  • Complete side work
  • Relay the order to the kitchen
  • Observe diners to fulfill any additional requests
  • Calculate the bill and accept payment or refer the guest to the Cashier
  • Clearing tables
  • Greeting guests and bringing water to tables
  • Running prepared food from kitchen to tables
  • Assisting servers
  • Completing side work
  • Be able to work flexible hours including weekends
  • Food service experience preferred
  • A great attitude to give a high level of customer service at all times
  • Be able to move fast and multi task
  • Carry up to 25 pounds
  • Health card
  • Excellent customer service skills and previous Front Desk/Guest Services experience is a plus
  • Pleasant and helpful personality
  • High School or GED; college degree preferred
  • Availability to work variable hours
  • Ability to work while standing and walking for extended periods
  • Ability to handle stress with ease
  • A true desire to promote and develop harmonious inter-departmental relationship with other departments
  • Provide warm and sincere welcome/farewell for all guests including use of guest name & good eye contact with each guest
  • Provide assistance checking in and out of all guests
  • Maintain proper control of all guest’s keys
  • Accurate documentation on all billing & good service to our Guests
  • Clearly explain parking fees and luggage procedures
  • Provide useful information and assistance as needed
  • Give directions to area sites
  • A passion to deliver and surpass the needs of others in a fast paced environment
  • Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager
  • Maintain confidentiality of proprietary information, protect company assets
  • Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation
  • Speak with others using clear and professional language
  • Adhere to the policies of the hotel as set forth in the Employee Handbook and report any observed violations to Human Resources
  • Support team to reach common goals. Ensure adherence to quality expectations and standards
  • Remain alert, courteous and helpful to the guests at all times
  • Perform all duties in a professional manner and in accordance with company policies
  • Flexibility to work a varied schedule due to business levels and industry demand
  • Maintain uniform and grooming standards as outlined in employee handbook and departmental training
  • Ensure storage areas are clean and unobtrusive requiring bending and lifting equipment to appropriate areas, straitening kneeling and bending to store equipment on storage shelves. Must be able to bend and walk to sweep, mop, and vacuum
  • Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry and push. Perform other reasonable job duties as requested by Supervisors
  • Maintain open communication with management and other employees
  • Be well organized and efficient
  • Register and check out guests, which includes securing payment
  • Maintain accurate records of daily transactions
  • Handle guest requests effectively and promptly
  • Provide information on hotel and resort services
  • Cash handling, which includes currency exchange and balancing a float
  • Become familiar with group resumes ensuring all details of incoming and outgoing groups are observed
  • Serve as a sales agent promoting and up-selling hotel services
  • Promote a professional team environment
  • Monitor rooms’ inventory to assist in maximizing rooms’ revenue
  • Maintain an excellent working rapport with all departments in the hotel
  • Have a good working knowledge of Royal Service functions
  • Coverage of overnight shifts and duties as assigned
  • Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
  • To be Health & Safety conscious and actively involved in maintaining a safe work environment
  • Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics
  • Performs any and all other tasks which are assigned by management
  • Upholds the highest standard of internal and external customer service by demonstrating Fairmont Service Essentials and applying 5 Diamond Service Standards at all times
  • Previous customer related experience an asset
  • Three to twelve months of previous Reservations and/or Front Office experience required
  • Opera experience preferred
  • Successful candidate must possess legal work authorization in United States
  • Ability to accurately read and work with computer systems
  • Strong Customer Service skills
  • Be a champion of the Golden Rule: Do unto others as you would have them do unto you
  • To be thoroughly acquainted with the AM and PM checklist
  • To be thoroughly acquainted with Ideal Services Operator duties
  • Be familiar with the Phone and Alarm System in the Ideal Services Operator department
  • To be thoroughly knowledgeable of all Front Office, Guest Services and Ideal Services Moments of Service scenarios, and execute to standard
  • Be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel)
  • Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and Omni Kids Program)
  • To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage)
  • To be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
  • Understand and perform cash handling processes
  • Understand the importance of our Medallia scores
  • Maintain Four Diamond Standards of guest service
  • Proper phone etiquette; answering the phone with a smile in your voice
  • Familiarity with parking procedures
  • Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications
  • Be pleasant, smile and greet all guests, using surnames when obtained
  • Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity
  • Perform other duties and special projects as assigned by Front Office Management
  • Minimum 1 year customer service experience required, preferably in a hotel/resort environment
  • Ability to think clearly, quickly and make concise decisions with strong problem solving skills
  • Ability to prioritize and follow up on guest requests and concerns
  • Developed computer proficiencies, OPERA experience a plus
  • Strong organizational skills with the ability to multi-task in a fast paced environment
  • Ability to handle stressful situations, while maintaining a calm and welcoming demeanor
  • Maintain professional appearance offering a warm greeting and experience to all guests
  • Move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance. Stand or walk for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift
  • Promptly answer internal and external calls within 3 rings
  • Announce and direct phone calls to appropriate personnel
  • Assist all guests and associates with requests
  • Log and Conduct Wake-up calls
  • Enter guest requests into both Synergy and Epitome Alerts and follow up on completion within 15 minutes
  • Proficient at Moments of Service for handling guest issues and requests
  • Perform call-around on fully committed nights
  • Monitor synergy work requests and work with fellow departments for timely completion
  • Monitor fire panel and follow proper emergency procedures when necessary
  • Receive and properly handle guest and associate faxes
  • Correctly and accurately handle credit card authorization forms
  • Print and prepare registration cards for the following day
  • Sign guests up for airport shuttle
  • Must have the ability to work alone, with others, and remain at work station for entirety of shift
  • Must be able to work a flexible schedule, including weekends and holidays
  • Must have customer service experience with excellent written and especially verbal communication skills
  • Must be able to sit for extended periods of time
  • To be thoroughly acquainted with all check-in procedures and policies
  • To be thoroughly acquainted with all check-out procedures and policies
  • Be familiar with the Phone and Alarm System in the PBX department
  • To be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios
  • Be familiar with all systems and equipments as related to the Front Desk
  • Be familiar with all hotel rate plans and rate codes
  • Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
  • Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, Leadbetter Academy, and Golf Club)
  • To be familiar with the inter-relationship between the different departments (PBX, Guest Service, Housekeeping, F&B outlets, Gift shop, and Purchasing)
  • Understand all Moments of Service for PBX, Guest Services and Front Desk
  • Maintain 4-Star/4–Diamond Standards of guest service
  • Attain a high propensity for customer service
  • Conduct back up procedures for Epitome and drop tape nightly
  • Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails
  • Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
  • To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
  • Familiarity with parking validation procedures and Good Night’s Rest Policy
  • Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift
  • Monitor, send, and distribute guest faxes
  • Available for weekends and holidays, as well as morning, evening, and overnight shifts
  • Ability to think clearly, quickly, and make concise decisions
  • This person would be responsible for checking guests in and out of the hotel
  • Offering information regarding hotel services and amenities
  • Giving directions
  • Dining and entertainment options
  • Must be able to complete a daily shift report and balance paper work and cash drawer
  • Typing skills and computer experience preferred
  • Previous hotel experience preferred, customer service experience required
  • This position requires standing and walking throughout shift
  • Applicant must be flexible and able to work am, pm, weekends and holidays
  • Process guest check-ins and check-outs according to Omni’s Standard Operating Procedures
  • Previous hotel front desk experience is highly desirable
  • Must be able to stand and walk for long periods of time
  • Ability to clearly and pleasantly communicate both verbally and in writing
  • Ability to work nights, weekends, and holidays
  • Must be able to stand for up to 8 hours per shift
  • Frequent standing up behind the desk and front office areas
  • Use of keyboard to operate various property management systems
  • Reading and writing abilities
  • Problem solving reasoning abilities
  • *Only local candidates will be considered***
  • Greets and welcomes guests upon arrival and departure including use of guest name; good eye contact with each guest
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Posted in the lobby when not out on a task
  • Maintains an up to date working knowledge of all hotel amenities as well as any special events
  • Provides accurate directions and hotel information for guests
  • Upsells other hotel services and amenities to guests
  • Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
  • Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it's also a lot of fun!
  • A qualified applicant is a "people person" who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy
  • The candidate must be able to deliver high-quality service to guests upon arrival and departure as well as resolve any guest issues during their stay
  • Ideal service agents are responsible for maintaining and organizing effective communication between departments
  • Applicant also must be able to enter reservations and handle all cash and credit card transactions
  • Prior hotel and/or cash-handling experience preferred, professional apperance, ability to multi-task, and be must be customer service oriented with strong computer and communication skills
  • The candidate must be able to stand for extended periods of time, lift up to 30Ibs
  • Provide 100% Guest Satisfaction through efficient and effective guest interactions
  • Assist guests at check-in and check-out
  • Process guest credit at check-in
  • Record special billing instructions
  • Handle cash transactions
  • Help guests resolve any issues that may occur during stay
  • Coordinate with other departments as needed to assure quality service
  • Promote hotel attractions & services
  • Keep current on local attractions and events
  • High School Degree or equivalent required
  • College Degree preferred (Front Desk Supervisor)
  • Ability to communicate clearly, effectively, and pleasantly in English
  • Fluent in a foreign language preferred
  • Basic Computer Skills required; type at least 45 wpm
  • Basic mathematical skills and ability to make accurate mathematical calculations using a calculator
  • Minimum 1 year hospitality or customer service experience required
  • Minimum 1 year previous front desk and/or reservations experience preferred
  • Minimum 2 years previous supervisory experience required (Front Desk Supervisor only )
  • Must possess and consistently demonstrate all “skills” listed below
  • Ability to focus and follow-through on details
  • Ability to use a computer and required software properly and efficiently
  • Ability to adhere to any and all policies of HOLIDAY INN WORLD’S FAIR PARK Hotel and Benchmark Global Hospitality (including the Appearance Standards Policy)
  • Ability to ensure security and confidentiality of guest information and internal hotel practices
  • Ability to use time efficiently and productively with minimal supervision
  • Ability to maintain company/hotel standards
  • Ability to professionally represent “HOLIDAY INN WORLD’S FAIR PARK Hotel” while presenting a warm, professional, and refined demeanor with guests and fellow team members
  • Ability to present information professionally and efficiently
  • Ability to maintain knowledge of hotel features and information (e.g., dining, babysitting, events, amenities, etc.)
  • Ability to understand and respond appropriately to guest inquiries and needs while remaining calm, courteous, and professional
  • Ability to promote positive relationships with guests via email, in person, and/or over the phone
  • Ability to organize information and remain educated on all aspects of HOLIDAY INN WORLD’S FAIR PARK Hotel and the city of Knoxville
  • Make beds, change linen, and maintain cleanliness of furnishings and guestrooms. Remove empty trash. Clean bathrooms and replenish supplies as needed
  • Conduct room checks and ensure that guestrooms are clean and orderly
  • Assist in the monitoring, preparation, and inventory of all linen and supplies
  • Monitor items which are in need of repair in both the guest rooms and public areas
  • Handling chemicals
  • Report to work as scheduled, in proper uniform, and in accordance with company’s personal appearance standards
  • Scheduled daily group activities
  • Register guest in the computer and generate a registration card
  • Verify registration card information with the guest
  • Inform guest of room safe and mini-bar key and room key procedures
  • Issue parking passes/validate valet parking tickets
  • Direct valet staff to escort guest and transport their luggage to the room
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp)
  • Take, record and relay messages accurately, completely and legibly
  • Accept and record wake-up call requests; and log
  • Document pertinent information in the log book
  • Assist with Reservations calls. Handle all Reservation calls after 8 p.m.; process, record and follow up any details relative to such
  • Adhere to the hotel cash handling procedures
  • To explain and promote the hotel services
  • Work flexible hours on a shift basis in accordance with the departmental rota
  • Understand the Hotel Fire and Safety procedures. To undergo training in all fire and security measures every quarter
  • Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Adhere to the hotel grooming standards as stated in the associate handbook
  • To know how to action ""Go Manual"" procedures
  • To be able to use Opera Front Office PMS (desirable)
  • To be able to use Marsha, the global reservations system (desirable)

Seasonal Front Desk Agent Resume Examples & Samples

  • Provide guests with hotel facilities/amenities in an informative and helpful way
  • Follow policies, procedures and service standards
  • Previous Property Management System (Opera) experience an asset
  • Ability to work all shifts including overnight
  • Must be available AM/PM/weekends and holidays
  • Ability to communicate, verbally and in writing, effectively with the guests and co-workers; respond to guests requests with a sense of urgency
  • Excellent interpersonal skills to provide guest satisfaction
  • Prior Front Desk experience
  • Prior Hilton Brand Hotel experience preferred
  • Prior KABA experience preferred
  • Eligible to drive the hotel shuttle preferred
  • Previous guest / customer service experience
  • Strong written and verbal communication skills, including the ability to have a pleasant disposition over the phone
  • Ability to work well under pressure, in an ever-changing environment
  • Ability to retain and effectively communicate new pieces of information
  • Previous hotel front desk experience (preferred)
  • 1+ years of customer service experience at comparable hotel or setting
  • Marriott/Starwood experience preferred
  • FOSSE experience preferred
  • Professional and friendly demeanor with a positive attitude
  • Ability to read, comprehend and write simple instructions and/or short correspondence and memos
  • Candidate MUST be able to work a flexible overnight schedule, to include weekends and holidays
  • Ability to stand for extended periods of time
  • Prior hotel and/or cash-handling experience preferred
  • Prior guest service experience preferred, preferably hotel front office experience
  • Preferred 1
  • Preferred 2
  • Preferred 3
  • Open front desk and lobby each morning, review arrivals and departures, update housekeeping report
  • Conduct daily inspections of managed condominum units, logging inspections dates and reporting issues found
  • Provide assistance to homeowners and guests in person and on phone
  • Newspaper and package delivery
  • Assist with projects
  • Hourly position, over time and bonus eligable
  • Greets, acknowledges, registers, and assigns rooms to guests
  • Handles confidential information, including guest records, with a high degree of integrity and privacy
  • Promptly and effectively deals with guest requests and complaints following company policy
  • Answers and routes calls as appropriate; takes guest messages with accuracy and sends to appropriate manager
  • Responsible for cash drawer contents and transactions during shift with appropriate reporting
  • Maintains accurate records including cash flows, registration cards, reservation cards, and property walks
  • Answers inquiries pertaining to hotel services; registration of guests; and travel directions
  • Assists with sales and marketing efforts as directed by the General Manager and completes required documentation
  • Offers and properly handles requests for wake-up calls
  • Records pertinent guest information in the guest services log
  • May assist in replenishing restaurant as needed and keeps area clean
  • Ensures common area/lobby and front desk is always clean
  • Performs laundry functions as directed
  • Excellent interpersonal and communication skills, both in person and by telephone
  • Ability to learn multiple computer software and accurately input information into the systems
  • Previous hotel front desk and hospitality experience is strongly preferred
  • Complimentary stays at Four Seasons over 100 locations worldwide (subject to availability)
  • Free employee meals prepared by the culinary team
  • Excellent Training & Development
  • Competitive Salary
  • Complimentary employee parking
  • Food & Beverage discounts
  • Medical benefit plan, including medical, dental, vision, life insurance,
  • Paid Time Off
  • A culture that breeds success, and rewards it in many different ways
  • Strong guest service focus
  • Pleasant personality
  • Previous experience with hotel PMS software preferred
  • Ability to work in a busy environment with high volume of guest traffic
  • Needs to possess the ability to work as part of a team
  • Needs to be flexible and able to work a variety of shifts including days, nights, weekends, holidays and special events
  • Must be at least 18 years of age to be considered for this position
  • Greet all guests at any time in a friendly and helpful manner and attempt to learn and use guest's name at every opportunity. Register arriving guests ensuring that full details are obtained on the registration form in accordance with established procedures
  • On check‑in, ensures, in consultation with the Night Manager if necessary, that the guest is assigned a room of the type and at the rate requested. In the case of a walk‑in, the guest should be sold a room at the highest available rate
  • Escort guests to their rooms on checking in, explain and endeavour to sell the hotel's food and beverage facilities. Explain all the facilities in the room, e.g. heating, television, hairdryer etc. Inform Meet & Greet Assistant’s of guest's room number
  • Enter all arrivals' check‑in details accurately in the computer and modifies any information correctly with particular care towards spelling and room rates
  • Complete and record messages ensuring that they are accurate and clear, and are delivered as soon as possible
  • Ensure that the hotel's credit policy is adhered to at all times, with particular care to the established policy on "chance guests"
  • Ensure wake up calls are taken accurately and passed over to the operator without fail and assist them, if needed, in giving wake up calls
  • Take room service orders during the shift and assist the night meet and greet assistant in delivering orders in respective rooms
  • Manage the night float and ensure all cashiering procedures are followed
  • Print reports before and post night audit and assemble them in order
  • Excellent Communication skills
  • Good written and verbal command of the English language
  • Have self-initiative and independent judgment
  • A passion for hospitality
  • Similar experience in a customer service environment
  • Eyes and ears of the lobby areas. Provides information to guest inquiries
  • Owning all guest requests pertaining but not limited to dining reservations, car transportation, spa appointments, concert tickets, nightclubs, etc
  • Excellent verbal & written communication skills with guests and co-workers
  • Creating and maintaining relationships with surrounding businesses and restaurants
  • Is familiar with all outlet operating hours and facilities that the hotel provides
  • Is familiar with and adhere to all policies and procedures as pertaining to position, and policies specified in the Morgan’s Hotel Group employee handbook
  • Adheres to all safety and emergency procedures and precautions
  • Ensuring that each and every guest has a fantastic stay
  • Ensure that our Stage is always set and that our Players utilize their script and improvising
  • Providing services above and beyond expectation
  • High school diploma or equivalent required. College degree preferred
  • 1-3 years prior hotel or hospitality experience preferred
  • Experience in a 4 star or 5 star property preferred
  • Technical proficiency (basic computer applications)
  • Attention to detail and excellent customer service skills
  • Flexible schedule to include early mornings, evenings, weekends and holidays
  • Strong organizational and time management discipline
  • Solid judgment and ability to resolve conflicts effectively
  • Operate effectively in stressful situations
  • Summon guest service personnel for assistance to escort guests to their rooms as appropriate
  • Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock
  • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer
  • Use the photocopier to make copies of items as required
  • File registration cards in room number order
  • Retrieve registration cards from the files for each check out."
  • Ability to stand and move throughout the front office and continuously perform essential job functions
  • Checks in 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
  • Be part of a cohesive team with a singular focus on creating the best guest experience
  • Have career growth opportunities both within Four Seasons Amman and worldwide with our company
  • Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
  • Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
  • Meet and greet VIP guests personally
  • Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations
  • Prepare compendiums prior guest arrival and check-into system if necessary
  • Maintain close contact with Airport Concierge for new arrivals and departures
  • Update and maintain repeat guest history system
  • Promote Inter-Hotel sales and in-house facilities
  • Send prepared welcome cards and amenities to room prior to guest arrival
  • Attend to special requests by guests
  • Handle guest complaints and refer them as necessary, follow up on corrective action
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
  • Prepare requisitions for amenities on a timely basis
  • Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Inc staff to facilitate communications and smooth operations
  • Adhere to OH&S policies and procedures
  • Performs related duties and special projects assigned
  • Must reside in central Indiana
  • Must be able to work as early as 7am and no later than 11pm
  • Must be computer literate
  • · Register guests, issue room keys, provide information on hotel services and room location
  • Answer phones in a prompt and courteous manner
  • · Up-sell rooms where possible to maximize hotel revenue
  • · Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
  • · Issue, control and release guest safe-deposit boxes
  • · Communicate any outstanding guest requests or issues to management that may require
  • Additional monitoring or follow-up
  • · Respond appropriately to guest complaints. Make appropriate service recovery gestures in order
  • To ensure total guest satisfaction
  • · May routinely book guest reservations for individuals and/or groups that are requested either by
  • Phone or from within the hotel; process cancellations, revisions, and information updates on
  • · Promote team work and quality service through daily communications and coordination with
  • Other departments
  • · Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc
  • . Complete and transmit daily accounting reports and prepare them for review by hotel management
  • Previous hotel-related experience preferred
  • Ability to communicate with public, hotel staff, and management in a professional manner
  • Knowledge of surrounding areas and local events
  • Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Able to properly secure guest information
  • Ability to learn safety, emergency, and accident prevention policies and procedures
  • Skilled in the use of front office equipment
  • Knowledge of proper telephone etiquette
  • Ability to work a flexible schedule, including weekends and holidays
  • College degree. -preferred
  • Customer service background -preferred
  • Proficiency in Microsoft office, LMS or other property management/reservation program. – strongly preferred Must be able to communicate effectively in English, written and verbal. -required
  • Proficiency in Spanish. -preferred
  • Must be well spoken and polished to resort property expectation. -required
  • Provide information to any guest or visitor
  • Provide basic concierge service
  • Process express checkouts and handle request for late checkouts
  • Process all payments while adhering to all cashiering procedures
  • Block rooms and pre-register designated guest and prepare key packets
  • Issue and ensure security of keys
  • Communicate pertinent guest information to designated departments i.e. special request, and organizing amenities for delivery
  • Resolve discrepancies on room status reports with Housekeeping
  • Input all guests request and departmental request promptly and accurately into the HotSos response system
  • Coordinates and assigns dispatching work orders to the appropriate department
  • Inputs all guests wake up calls as requested
  • Handles internal and external calls
  • Perform other duties, task and special projects as assigned
  • Overlook / Monitor Hotel Occupancy and Inventory
  • Work with all communication tools provided
  • Makes sure that guest folios are set up accurately
  • Conducts Rate checks
  • Print Express Check out Folio
  • Monitors Market Segments and adjusts as needed
  • Checks in Master accounts
  • Make sure Front desk is clean and Re-Stocked
  • Prints all Operation reports for the following day
  • Prepares Early Arrivals for the next day and assigns Crew Rooms
  • Works on Back to Back reservations
  • Supports Instant Service Center / Bell Desk and other departments as needed
  • Must be flexible and able to work nights, weekends, and/or holidays as required
  • Must be able to maintain a highly positive and friendly image that will reflect well on hotel's overall professional appearance
  • Must be conscious of cultural differences and have the ability to promote positive relations with fellow colleagues
  • Ability to work in fast paced environment with attention to details
  • Ability to prioritize, organize and follow-up
  • Ability to think clearly, quickly and make concise decisions
  • Ability to focus on guest needs, remaining calm and courteous
  • Ability to maintain confidentiality of all guest and hotel information
  • Ability to remain stationary at assigned post for extended period of time (standing)
  • Ability to adhere to hotels grooming standards; policy and procedures
  • Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures
  • Check registration (folio) cards for completeness, accuracy, and legibility
  • Operate the switchboard and disperse calls as required by your shift
  • Take guest messages and faxes with accuracy, always noting the date and time of message
  • Repeat message back to caller to assure the accuracy of the message. Use message light to tell guests that they have a message waiting
  • Know emergency procedures and how to respond
  • Never say a guest's room number out loud
  • Be knowledgeable of hotel promotions
  • Know room rate
  • Also know the amenities of the rooms so you can inform guests of what to expect in their rooms
  • Know physical makeup of building-exterior and interior
  • Know where the closest shopping, convenience store and gas station is
  • Complete daily reports, audits correspondences etc
  • As required by your shift keep lobby and office area clean at all times,
  • Set wake-up calls as dictated by your shift
  • Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day
  • Lock and secure area if leaving the front desk, even if it is for a moment!
  • Answer all calls within three (3) rings
  • All calls are to be answered in a scripted manner
  • Take and record reservations with accuracy
  • Confirm as requested
  • Maintains high standards of personal appearance and grooming, which include compliance with the dress code
  • Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position
  • To perform the job successfully, an individual should demonstrate the following competencies
  • Other competencies may be required
  • Responds to requests for service and assistance
  • Can be relied upon regarding task completion and follow up
  • One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
  • Ability to write simple correspondence
  • Ensure front desk operations are carried out within the systems and procedures required by Maximum Hospitality and brand specific standards
  • Working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training
  • Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained
  • Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control
  • Must have good knowledge of surrounding area
  • Manage reservations and check-ins to ensure the highest RevPar.
  • Must be responsible for security of guests, fellow employees and hotel assets
  • Must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests
  • Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc
  • Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests
  • Works with other staff to ensure awareness and compliance to all safety and security policies and procedures. Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area
  • Balances PMS activity at the end of each shift and daily report as required
  • Never drops a deposit without a witness
  • Accurately counts and accounts for cash banks prior to and at the end of each shift
  • Immediately report any guest issues to the Manager on Duty
  • Does not participate in personal conversations either in person or on telephone or cell phone
  • Assist guest with luggage as needed
  • Well-groomed and in costume/uniform while on property
  • Does not eat, drink, or smoke in sight of a guest
  • Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment
  • Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message
  • Must poses a passion to serve
  • Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension
  • Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  • Previous customer service experience required, including the ability to work in an environment providing a high level of customer service to guests, with discretion and professionalism
  • Strong attention to detail and the ability to handle multiple tasks
  • Be a strong team player and partner with management and other employees in a professional manner
  • Respond to hotel emergency or safety situation based on hotel standards
  • Proficiency in a second language preferred
  • Experience in the hospitality industry or similar industry is preferred
  • Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
  • Proficient administration of the hotel's electronic reservation system
  • Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction
  • Compliance with hotel safety programs and procedures, including emergency and security systems
  • Requires good communication skills, both verbal and written
  • Most work tasks are performed indoors. Temperature generally is moderate and controlled by Resort environmental systems
  • Must be able to exert well-paced ability in limited space

Related Job Titles

resume template for front desk position

IMAGES

  1. Front Desk Clerk Resume Examples {Created by Pros}

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  2. Hotel Front Desk Agent Resume Samples

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  3. Check Out Our Receptionist Resume Example [10+ Skills to Add]

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  4. Hotel Front Desk Agent Job Description for Resume

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  5. 5 Front Desk Receptionist Resume Examples for 2022 (2022)

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  6. Front Desk Receptionist Resume Sample

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COMMENTS

  1. Front Desk Resume Sample [Free Download + Writing Tips]

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  2. 9 Front Desk Receptionist Resume Examples for 2024

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    Updated: January 22, 2024 Article Rating: Our customers have been hired by: Table of Contents As a front desk receptionist, you're the face of the company, greeting guests with a warm smile. But is your resume as welcoming as your demeanor? Let's spruce it up!

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  11. Front Desk Receptionist Resume Examples & Samples for 2024

    Front Desk Receptionists greet the visitors of an organization and are responsible for various clerical and administrative tasks, such as handling mail and updating records. Other duties listed in Front Desk Receptionist resume examples are taking phone calls, answering or referring inquiries, taking orders, collecting payments, and assisting ...

  12. Front Desk Receptionist Resume Example

    Common Responsibilities Listed on Front Desk Receptionist Resumes: Greet and welcome guests upon arrival. Answer, screen and forward incoming phone calls. Provide basic and accurate information in-person and via phone/email. Receive, sort and distribute daily mail/deliveries. Maintain security by following procedures and controlling access ...

  13. Front Desk Clerk Resume Example

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  14. Receptionist Resume Sample for 2024 [Job Description, Skills & Tips]

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  17. Front Desk Resume Samples

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  22. Front Desk Administrator Resume Samples

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  23. Front Desk Agent Resume Samples

    Ledner 758 Schmidt Greens Houston TX Phone +1 (555) 465 2455 Experience Los Angeles, CA Brakus-Hartmann Perform other tasks as assigned by the Front Office Manager, Assistant Front Office Manager or Front Desk Supervisor Perform other tasks as assigned by the Front Office Manager or Assistant Front Office Manager