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Summary

A hardworking, reliable, and detail oriented person that understands the importance of excellent customer service. It is my goal to perform my job well, and to keep customers/clients feeling as comfortable and satisfied as possible in whatever environment necessary. I am highly adaptable to addressing diverse customer needs with a proven history of building trust, promoting customer and employee satisfaction, and resolving concerns.

Skills
  • Competent with Microsoft Office Applications
  • Competent with E-Oscar (Credit Bureau Reporting Platform)
  • Competent with Encompass (Mortgage servicing and origination platform)
  • Competent with Mortgage Builder (Mortgage Servicing platform.)
  • Assisting with internal Audits
  • Assisting with monthly and quarterly reporting
  • Strong Phone Presence
  • Credit card payment processing
  • Inventory control
  • Housekeeping
  • Experienced in building rapport and trust with a diverse population
  • Active listening skills
  • Excellent communication skills
  • Conflict management
  • Fast Learner
  • Calm and level-headed under stress
  • Quick problem solver
  • Works well with others
  • Proven patience and self-discipline
  • Adept time management skills
  • Skilled multitask-er
  • Focused and detail-oriented
  • Courteous demeanor
  • Assisting with ADL's
  • Body mechanics knowledge
  • Following care plans
  • Charting patient services and activities
  • Following HIPPA and maintaining the highest level of discretion
Experience
Operations Maintenance/Reporting Coordinator 07/2019 to 03/2020 Primary Residential Mortgage Colorado City, AZ
  • Processed ACDVs and AUDs via credit reporting platform E-Oscar.
  • Performed maintenance (posting loan modifications, updating personal information, updating accounts to reflect loan documentation, correcting errors, etc.) on borrower accounts via Mortgage Builder.
  • Assisted with internal audits.
  • Assisted with monthly and quarterly reporting.
  • Created and maintained spreadsheets and updated logistical reports in Excel.
  • Attended department meetings.
  • Worked closely with team members to understand project requirements, develop solutions and meet deadlines.
  • Handled all misc. delegated tasks.
Guest Services 06/2018 to 01/2019 Zion Red Rock Springdale, UT
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions
  • Worked as a team with management and other coworkers to find creative solutions to problems in the workplace
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
  • Organized supplies for efficient use based on expected customer needs
  • Cleaned and returned vacant rooms to occupant-ready status
  • Completed cleaning tasks while spending majority of day walking, twisting, bending, pushing and kneeling to get job done
  • Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism
  • Handled payment processing duties and provided customers with receipts and proper bills and change
Housekeeping/Guest Services 01/2018 to 06/2018 Coral Pink Ranch Cane Beds , AZ
  • Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
  • Maintained exceptional guest satisfaction by working closely with general manager and reporting feedback from customers
  • Dusted and vacuumed assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily
  • Completed cleaning tasks while spending majority of day walking, twisting, bending, pushing and kneeling to get job done
  • Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions
Certified Nursing Assistant 07/2017 to 12/2017 Hurricane Health and Rehab Hurricane, UT
  • Assisted resident's with ADLs including but not limited to: transferring, providing catheter care, administering heat and ice packs, bathing/showering, dressing, and assisting with elimination
  • Regularly advocated for patient needs
  • Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided
  • Provided residents and families with emotional support
  • Recognized and reported abnormalities and/or changes in patients' health status to nursing staff
  • Measured and documented all facility residents' vital signs weekly
  • Assisted nurses with skin checks/care
  • Transported and served meals and snacks according to prescribed diets
  • Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs
  • Maintained a clean, orderly and well-stocked environment.
  • Preformed post mortem care
  • Prepared patient rooms prior to their arrival
Online Customer Service Representative 06/2016 to 04/2017 Seat Cover Connection Canebeds, AZ
  • Accurately documented information and sent it to supervisors
  • Recommended and helped customers select merchandise based on their needs
  • Exchanged returned merchandise for customers quickly and efficiently.
  • Completed purchases with credit and debit payment methods.
  • Answered incoming telephone calls with professional and knowledgeable responses.
  • Accurately recorded and ordered large quantities of merchandise
Education and Training
2017 RidgeView CNA Program St. George, UT
CPR (AED) Certification Course 2017 St George, UT
High School Diploma 2015 Southwest High School St George, UT
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Professional Summary

Client-engaging professional with energetic personality and skills in customer service and employee management. Able to train, monitor and encourage teams to give customers memorable and positive experiences. Proficient in all areas of store operations and reliable in seeking out and capitalizing on improvement opportunities. Desire to take on challenging new role with expanding operation.

Work History
Financial Coordinator Feb 2018 - Current
Brightstar Care Of Lake County Highland, IN
  • Entered all important data with exceptional accuracy into company's system
  • Set up and updated customer accounts with interactions, payments and personal information
  • Repeatedly met deadlines of completing payroll and billing while excelling at other tasks regarding new clients and other business matters
Senior Guest Service Team Leader Aug 2016 - Feb 2018
Target Cedar Falls, IA
  • Responsible for directly leading 40 plus team members while also managing the whole store in day-to-day operations 4-5 days a week.
  • Resolved all customer issues in a professional manner while prioritizing customer satisfaction.
  • Helped implement Target's new ship-from-store process and facilitated training employees on how to efficiently find, pack, and ship merchandise to customers.
  • Conducted interviews, hired new employees, and held team member meetings to update employees on best practices and continued expectations to help improve store efficiency.
  • Completed all opening and closing procedures, including counting contents of cash register, ensuring team members performed closing duties, and opening/ locking up the store.
Wings Certified Trainer/ Server Oct 2014 - Jun 2016
Buffalo Wild Wings Evansville, Indiana
  • Trained new employees.
  • Consistently offered professional and genuine hospitality while establishing rapport with guests.
  • Rectified guest complaints quickly and efficiently.
Additional Information

Volunteer Activities: · Soup Kitchen · Feed the Children at Valparaiso University · Meals on Wheels

Skills
  • Team leadership
  • Merchandising operations
  • Process and procedure development
  • Marketing strategy
  • POS systems knowledge
  • Staff training and advancement
Education
Business Management University of Southern Indiana Evansville, IN
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Professional Summary

Adaptable and problem solver and fast learner with adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service. Over 5 years  experience in the hotels industry. Dedicated professional with extensive knowledge of the  front desk operations. Results-driven and proactive with a good understanding of reporting tools, and available resources developing plans and monitoring progress. Well-organize with expertise in ONQ  Hilton System. Talented administrative professional with background in business administration. Extensive knowledge of MS Office.

Skills
  • Service-oriented
  • Front desk experience
  • On Q System extensive knowledge
  • Computer knowledge
  • Natural leader
  • Diligent
  • Efficient
  • Relationship management
  • Cash handling
  • Detail oriented
  • Issue resolution
  • Excellent phone demeanor
  • Mathematics skills
  • Customer service background
  • Time management
  • MS Office
  • Quality assurance
  • Data analysis
Work History
Client Service Specialist, 05/2019 to 03/2020
Academic Evaluation Services Tampa, FL

Front Desk

• Assist clients face-to-face with application process and answer general questions.

• Work closely with evaluators to relay document requirements to clients.

• Work closely with Scanning Specialist to ensure documents are scanned per evaluator directions.

• Responsible for intake of client documents and payment, in person and via postal mail.

• Set up new client files and record received documents with 100% accuracy.

• Perform for clerical duties such as data entry, copying, filing, and special projects.

Phones & Emails

• Ensure all incoming calls and emails are accurately, completely, and professionally addressed.

• Make outgoing calls to clients to inform of missing documentation and/or payment.

• Collaborate with other departments to ensure clients' needs are addressed.

• Record information obtained from client phone calls and emails with 100% accuracy.

• Perform for clerical duties such as data entry, copying, filing, and special projects.

Guest Service Agent, 01/2018 to 05/2019
Hilton Garden Inn Tampa North Temple Terrace, FL
  • Greeted, registered and assigned rooms to guests or groups.
  • Answered telephone calls within 2 rings, using correct salutations and telephone etiquette.
  • Computed bills, collected payments form guests.
  • Promoted the hotel brand through the enrollment of the loyalty program H-Honors.
  • Resolved service-related problems in a timely manner.
  • Assisted guests with account inquiries and any additional services if needed.
  • Performed nightly updates to room charges and rates.
  • Balanced hotel accounts and resolved discrepancies.
  • Documented accounts and logs throughout shift to keep up with all requirements.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Updated team members about changes in hotel products, services, pricing and policies.
  • Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
  • Served as liaison for customers, management and sales team.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Provided elevated customer experience to generate a loyal clientèle.
Guest Service Agent, 10/2013 to 01/2018
The Condado Plaza San Juan, PR
  • Greeted guests upon arrival and offered assistance.
  • Recommended hotel services or amenities that guest may find useful.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Maintained consistent positive customer feedback.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Provided guest assistance, including recommendations for tourist attractions.
  • Responded to customer requests via telephone and email.
  • Streamlined the check-in process to decrease wait times and increase customer satisfaction.
  • Educated customers about the brand to incite excitement about the company's mission and values.
Education
BBA: Business Administration in Tourism , 2013
Interamerican University of Puerto Rico - Fajardo, PR
  • Graduated cum laude
  • Dean's List 2013
  • Member of Student Association of Tourism
  • Majored in Tourism (awarded medal of tourismfor the highest honor in the program when graduatein 2013)
  • Awarded Medal of Tourism Program for the highest honor
  • Member of the SIFE program
  • Member of the community program PRO-Familia
  • Member of the Student council.
Associate of Applied Science: Photography , 2009
Interamerican University of Puerto Rico - Bayamon, PR
  • Graduated magna cum laude
Accomplishments
  • Received the "Employee of the Month" award within 2 months of employment. at Hilton Garden Inn North Tampa
  • Received the Hilton Best and Brightest Award as "The Fixer" For being able to resolve multiple task, situations and complains.
Affiliations
  • Member, World Tourism Organization, 2013 to Current
  • Member, Sierra ClubPR, 2012 to Current
Certifications
  • Certifications in CPR and AED
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Professional Summary
Customer service professional dedicated to effective team management and customer satisfaction. Courteous Front Desk Agent adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service. Over one and a half years in the hospitality industry and been in customer service since 2006.
Skills
  • Hospitality background
  • Courteous
  • Computer knowledge
  • Resort experience
  • Efficient
  • Team building
  • Proficient in cash management
  • Credit card processing
  • Skilled in call center operations
  • Fast learner
  • Attention to detail
  • Adherence to high customer service standards
  • Hard Worker

Work History
Front Desk Agent, 08/2015 to 01/2017
Tundra Lodge Resort & Waterpark Green Bay, WI
  • Greeted and welcomed all hotel guests with a smile.
  • Updated team members about changes in hotel products, services, pricing and policies.
  • Reviewed account information and charges with guests during check-out.
  • Collaborated with maintenance and housekeeping to ensure the hotel was in balance with the guests stay.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Proficient in Hotel Operating systems such as Visual One, I hotelier and familiar with Opera systems as well as Avaya trained.
  • Assisted Front Office with ordering supplies for the gift shop and at the front desk.
  • Familiar with pick up reports and 14 day forecasts.
Customer Service Professional, 08/2013 to 08/2015
Apac Customer Services/EGS Green Bay, WI
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.
  • Tracked the progress of all outstanding insurance claims.
  • Processed orders and assisted with maintaining customer confidentiality.
  • Transferred audio services from one vehicle to another while promoting different audio packages
  • Reviewed insurance benefit information with hospitals for their patients.

Personal Care Worker, 03/2012 to 06/2013
Innovative Services Wausau, Wi
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Cooked appetizing and satisfying meals and snacks.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Helped residents programming goals and increase their independence.
  • Performed Medication Administration as well as auditing client money and medications.
  • Performed client personal cares.


Customer Service Representative & Seasonal Trainer/Team Lead, 09/2010 to 02/2012
Eastbay/Footlocker.com Wausau, WI
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Managed high call volume with tact and professionalism.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Trained associates on system operations and proper customer service strategies.
  • Processed store to store orders.
Grill/Buffet Cook, Dishwasher, 02/2006 to 12/2012
Hwy. 51 Truck Stop/Riiser Energy Merrill, WI
  • Restocked the salad bar and buffet, refilled condiments, organized pantry area and swept and mopped floors.
  • Prepared meals for customers off of the grill and ensured proper food handling techniques were used along with taking temperatures of the food.
  • Prepped & dated food to be used for future use and made sure work areas were sanitized effectively.
  • Assisted other areas when times were busy and the kitchen was short staffed.


Education
Associate of Arts: General Education, Did not Graduate
Univeristy of Wisconsin - Marathon County - Wausau, WI
  • Assisted as a stage hand back stage with the play "Fat Pig"
  • Performed in the musical "Google the Musical"
High School Diploma: 2008
Merrill High School - Merrill, WI
  • 3.2 GPA
  • Member of DECA/Marketing Club as well as German, Debate & Mock Trial
  • Coursework includes Speech and Communication, Computer Applications and Psychology