Trained multiple shifts and performed night audit when needed For example, if you work as a virtual assistant for a technology company, you may need to help … Executed excellent guest service by taking reservations, handling cash and credit transactions, and compensating unsatisfied guests when necessary. Managed database of records to ensure room availability as well as confirmation of reservations and process payment for accommodations. Provided the proper procedures for checking guests in and out of hotel using Hilton OnQ Property Management System for 240-room property. Maintained excellent inter-departmental communications to ensure that guests had a seamless interaction between departments. Checked in guests of hotel and ensured their comfort and tranquility during their stay. Balanced guests credit limits for due out guests on a daily basis. Posted charges for rooms, food, liquor, or telephone calls, to guest folios. Coordinated internal communications to ensure guest stays are accommodating and facilitated appropriately. Handled financial transactions, including third-party authorization. The most memorable customer service stories out there — many of which had a huge impact on the business — were created by a single employee who refused to just follow the standard process when it came to helping someone out. Supervised front office staff ensuring an efficient operation producing excellent results for customers. Welcomed and checked-in guests to their rooms. Prepared bills for guest/group check outs. We ranked the top skills based on the percentage of Guest Services Agent resumes they appeared on. Provided unparalleled guest service in a luxury boutique-style hotel. Provided exemplary service from check-in to check-out for all guests and managed high volume telephone switchboard. Processed all guest check-ins and check-outs in a friendly, efficient manner. Provided directions, restaurant recommendations, and local attractions in absence of the concierge. Reconciled the banks from the front office, Handled incoming phone calls Completed a daily shift audit and balances all account settlements, and charges to property management system to ensure accurate billing. Transitioned to PBX Island operator, communicating with more than 15 departments on a daily basis. Advised guests about hotel facilities and provided tours. In these situations, it helps to have a team of people with some mastery of persuasion so they can convince interested prospects that your product is right for them (if it truly is). Handled all guest financial transactions, including counting and verifying cash on hand and confirming all credit card transactions. Refined guest service practices in a more intimate resort setting of 249 villas on the Marriott World Center property. Customers aren’t likely to say, “Please improve your UX,” but they may say things like, “I can never find the search feature” or “Where is (specific function), again?”. Checked out departing guests, checked in those arriving and followed through for both on the computer system. Assisted a high volume of internal and external callers and emails. Participated in cash/check/credit card transactions. Assisted the management staff with taking messages, helping with guest issues, and participating in special projects as requested. Dedicated to providing superior customer service at all times within a luxury residential setting. Monitored room availability using Fosse software. Promoted hotel programs, special rate packages, and processed all cash and credit card transactions. Focused on maximizing revenues through guest service operations. Monitored room availability using Micros. Trained with Housekeeping, Laundry, & PBX for four weeks while maintaining Front Desk Duties. Coordinated guest reservations and special requests. Presented information about the resort and local areas and kept and maintained audit and accounting of daily It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization. Assisted guests within Front Office, Reservations, Concierge, & Valet departments in accordance with Four Diamond service levels. Assisted customers in all inquiries in connection with the hotel, in-house events, directions, local attractions, and cashiering. Reconciled customer complaints while sustaining a positive guest relationship. Prevented hotel losses using awareness, attention to detail and communication between departments. Handled large cash sums, including foreign currency and credit card transactions. Received recognition for above and beyond customer service and repeat reservations. Empowered to remedy guest concerns and often engaged in upsetting techniques of guest rooms to maximize yield. Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. Assisted guests in the check in and check out, as well as, all front office procedures. Operated switchboard and handles telephone calls and wake up calls, as required. Created magnetic key cards and directed guests to their respective room assignments. Operated property management system (OPERA) to prepare rooms, pending and existing reservations and process credit information. Highly skilled in guest interaction, effective at anticipating and accommodating guest needs. Registered guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates. Recommended and answered inquiries about local attractions in the area. Developed proficiency with proprietary computer systems and Microsoft Office products. Every great customer service professional needs basic acting skills to maintain their usual cheery persona in spite of dealing with people who are just plain grumpy. Monitored all guest service issues and ensured immediate resolution. Ensured swift resolution when customer issues and complaints were addressed to preserve customer loyalty while complying with company policies. Maintained statistics of hotel; reservations, guest arrivals/departures, occupancy rates, sale revenue, etc. Received a high volume of inbound calls and effectively turned an inquiry into a sale. Assisted guests with checking in at a high volume resort hotel. Managed guest relations and resolved customer complaints using strong conflict resolution skills. Provided courteous customer service by responding promptly and efficiently to inquiry requests and complaints. Coached, Trained and supported new hires with PBX & Guest service job requirements & Procedures. Performed accounting for guest folios and room inventory control. Processed all guest check-ins by confirming reservations, assigning rooms and issuing and activating room keys. and Guest service Agent skills. Conveyed information to guests about local attractions in and around hotel. Verified guest reservations and correct billing information at check-in and totaled and accepted cash and credit card payments at check-out. Answered hotel PBX and transferred calls to accurate departments as well making reservations for future guests. Maintained switchboard operations including professionally answering switchboard, taking messages and routing calls to appropriate room number or department. Aided guests with hotel registration procedures and provided concierge/guest services. Conducted daily auditing for all other revenue departments and verified front office accounting records for accuracy. Provided a friendly, welcoming experience by greeting guests as they entered the yoga studio. Communicated with housekeeping management on the status of guest rooms. Facilitated all departments including engineers, housekeeping and banquets through 2-way radio communication. Managed second shift front desk operations of 52-room hotel and trained new employees. Verified credit cards and checks as well as processed and posted room charges to guest accounts. Maintained detailed records of all guestroom assignments as well as registered new guests. Jobs today - Processed guest registrations, including the computation and collection of payments. Answered phones, adjusted guest folios, and checked guests in and out of the hotel. Developed standard operating procedures for the front desk operations which impacted over 40 personnel. Coordinated and assisted concierge in all services to guests and managed room availability efficiently. 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