Guest Relations Executive Resume Sample
Desiree Schulist
23578 Judge Islands,
New York,
NY
+1 (555) 490 9290
Work Experience
Guest Relations Executive
05/2018
-
PRESENT
Los Angeles, CA
- Handle guests’ mails and messages, and answer phone calls
- Respond to our high profile VIP clientele guest requests for special arrangements or services
- Greetsall guests at all times in a friendly and helpful manner and attempts to learnand use guest’s name at every opportunity
- Casheshotel guest’s personal and travelers checks and assists with currency exchange
- Responsible and attends to guest’s request of using the service ofsafety box at all times
- Attends to guest’s complaints, inquiries and requests, referees problemsto supervisor/Assistant Manager if he/she unable to assist
- The Guest Relations Supervisor assists at the front desk, focus on customer service and carries out the training, team members’ development and performance management. Responsive to continuous challenges and open to making changes to achieve targeted results
- Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
- Cashes hotel guest’s personal and travelers checks and assists with currency exchange
Guest Relations Executive, Night Club
03/2011
-
12/2017
Chicago, IL
- Responsible and attends to guest’s request of using the service of safety box at all times
- Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
- Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
- Maintain efficient workflow by adhering to the Sequence of Service and all timeframes and standards detailed in relevant SOP in the Food & Beverage Standard’s Manual
- Coordinate table allocation and flow of bookings
- Actively use the Jumeirah Hallmarks, Guiding Principles and the ‘Everything Considered’ approach in everyday tasks. Live the Vision, Mission, Guiding Principles and Hallmarks of Jumeirah and lead by example. Making sure the guests understand the ‘Stay Different’ concept
- Adheres to the Hotel’s health and safety procedures and policies
- Be aware of the hotel’s fire and emergency procedure
- Making sure all arrangements for VIP’s (i.e., checking rooms, amenities, registration cards, keys, welcome letters..etc) are made in advance and making sure they are met and escorted to their rooms
Guest Relations / Executive Lounge Manager
07/2008
-
11/2010
Chicago, IL
- All in-house VIP’s are met during or upon departure and inviting them back to the hotel
- To anticipate and meet guests’ needs and requests, ensuring complete guest satisfaction (JD Power - 802)
- Respond to guest requests for special arrangements or services (e.g. spa services, transportation, religious services, babysitting, dry cleaning etc.) by making arrangements or identifying appropriate providers
- Respond to guests’ needs and ensure guest receive prompt attention and personal recognition throughout the hotel
- Allocate rooms for arriving guests with attention to detail & awareness of VIP’s
- Welcome guests, greet guests and members, explain and up sell the facilities and services available
- Assist in answering all telephone communication with-in three rings observing standards, etiquette, and patience at all times. Handle guest messages and communication needs accurately
Education
Oglethorpe University
2004 - 2008
Engineer's Degree in Management
Professional Skills
- Guest contact skills & problem solving skills
- Outgoing personality, with excellent communication and interpersonal skills
- Strong communication skills especially speaking
- Strong verbal and written English and Arabic language skills
- Excellent follow up, follow through and problem solving skills
- Computer Literacy and excellent MS Office skills
- Appropriate customer service skills in a 5 star property
How to write Guest Relations Executive Resume
Guest Relations Executive role is responsible for training, retail, finance, credit, research, events, software, literacy, health, transportation.
To write great resume for guest relations executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Relations Executive Resume
The section contact information is important in your guest relations executive resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Relations Executive Resume
The section work experience is an essential part of your guest relations executive resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest relations executive responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest relations executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Relations Executive resume experience can include:
- Excellent Customer Service Skills & local area knowledge
- A good level of skill on the computer
- Have good knowledge and understanding of Food and Beverage operations
- Reply to the customers inquiries prior to arrival
- Assign the presentation time and date prior to arrival
- Experience in the same position
Education on a Guest Relations Executive Resume
Make sure to make education a priority on your guest relations executive resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest relations executive experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Relations Executive Resume
When listing skills on your guest relations executive resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest relations executive skills:
- Appropriate telephone skills in a 5 star property
- Experience in front office / guest services operations / customer service, or an equivalent combination of education and experience
- Very good command of reading, speaking, and writing English language
- To report for duty punctually wearing the correct uniform and name tag and follow good hygiene habits at all times
- Demonstrates a sound knowledge of all menu items, MJ F&B Service procedures and JI Hygiene Standards
- Excellent knowledge of Symphony would be an advantage
List of Typical Experience For a Guest Relations Executive Resume
1
Experience For Guest Relations Executive, Night Club Resume
- To answer telephones according to JI standards and take reservations or provide information regarding the restaurant or any other hotel service
- Make a booking through MARSHA and record to related systems
- Send them a reminder letter for the upcoming visit
- Welcome the customers upon arrival and assist them during stay
- To assign amenities on a daily basis to all arriving VIP / return guests and ensure coordination with Room Service at all times
- To respond in writing to every guest comment card received
- To ensure that all incoming reservations for the day match the necessary accommodation and that all VIP guest rooms are blocked
2
Experience For Guest Relations Executive, Guest Relations Resume
- Checks all the equipment in the department such as PCs and all software to ensure that all is in perfect working conditions
- Ensure guests are directed to desired locations for treatment and connected with the appropriate service
- Schedule reservations of spa services for guests and coordinate staff schedule to ensure prompt service
- To understand all current activities & promotions within the Spa & Hotel
- To check the amount of reservations for the day
- To finalize the tables allocation before the service
- To ensure that all mise-en place is ready for smooth function of the restaurant
- Know the menu contents, daily specials, unavailable items
- To ensure food and beverage orders are delivered as per the standards of Jumeirah Creekside Hotel
3
Experience For Guest Relations / Executive Lounge Manager Resume
- Actively use the Jumeirah Hallmarks, Guiding Principles and the ‘Everything Considered’ approach in every day tasks. Live the Vision, Mission, Guiding Principles and Hallmarks of Jumeirah and lead by example. Making sure the guests understand the ‘Stay Different’ concept
- All Appraisals are completed on time
- Attend scheduled trainings and meetings
- To greet each guest, who enters through the main door, with a warm smile and make every effort to address by their name. To give a warm welcome and sincere farewell to guests arriving or departing from the Jumeirah Royal Saray
- To ensure that all mis- en place is ready for smooth function of the restaurant
- To ensure food and beverage orders are delivered as per the standards of Jumeirah Creekside
- To provide a warm, genuine and consistent welcome and service to all visitors and guests throughout their visit to the hotel acting as a constant example of guest engagement and a pivotal contact between the guests and the hotel
4
Experience For Front Office / Guest Relations Executive Resume
- To be the visible image of the Jumeirah Brand in the Hotel Lobby, acting as a story teller about the Jumeirah unique elements, a reference guide and as a reliable source of information and assistance to guests and visitors
- To be the life and soul of the lobby/public areas, creating a positive environment and maintaining and engaging, approachable, helpful and friendly demeanour to colleagues and guests alike
- Provide the latest information on the Hotel’s outlets, amenities, services and facilities whilst actively upselling and making reservations as necessary
- To meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous and efficient manner without delay
- Efficiently compose and communicate the VIP memo on a daily basis through effective guest research and profiling, gathering essential information relative to the guest and recognising value of any particular source /company/group or agent
- Allocate, arrange and order amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times
- Provide knowledgeable, friendly, professional and efficient Food & Beverage support to all colleagues ensuring maximum guest satisfaction in a manner consistent with Jumeirah standards
- Recognize customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and MJ customer feedback/ complaint procedures
- Provide knowledgeable, friendly, professional and efficient F&B support to all colleagues ensuring maximum guest satisfaction in a manner consistent with Madinat Jumeirah standards
5
Experience For Guest Relations Executive Resume
- Strong Hotel Front Office experience
- Maintain efficient workflow by adhering to the Sequence of Service and all timeframes and standards detailed in relevant SOP in the F&B Standard’s Manual
- Suggest to manager or departmental trainer any training needed to enhance performance
- The ability to deal with difficult situations in a calm and professional manner at all times
- The resort also provides extensive leisure and health facilities including Talise Spa and Talise Fitness, as well as Souk Madinat Jumeirah, a traditional retail and dining experience showcasing the best of Arabia
- Overseeing room upgrades in conjunction with the Housekeeping team to include guest amenities, special requests and the management of guest’s personal profiles
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Business Lounge
- Communicate with the Business Lounge Supervisor,FO Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
6
Experience For Guest Relations Executive, Night Club Resume
- Attend all Reception meetings and Business Lounge Meetings
- 26 To provide lateral service within the hotel whenever needed
- Invite and offer the preview package to the qualified customers
- Support to all brokers to offer a preview package
- Prepare a welcome package to meet the customer upon arrival
- Arrange a round trip airport transfer for the customers
7
Experience For Guest Relations Executive, Guest Relations Resume
- To compose and issue the VIP memo on a daily basis
- To transfer any guest related information from the DM log book to the Opera profile records and follow through with a letter where needed
- To manage the late charges efficiently and compose the relevant letters to guests
- To meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous efficient manner without delay
- To ensure all guest special requests are registered and distributed to relevant departments
- Be the life and soul of the lobby, creating a positive environment and maintaining an engaging, approachable, helpful and friendly demeanour to colleagues and guests alike
8
Experience For Guest Relations / Executive Lounge Manager Resume
- Acknowledge, greet, welcome, emotionally engage & initiate genuine adaptive conversation with guests and visitors facilitating the smooth operation of the lobby, obtaining feedback and assisting in creating memorable guest experiences
- Provide latest information on the Hotel’s outlets, amenities, services and facilities, actively upselling and making reservation
- Provide historical and cultural facts of the destination and be a story teller for Jumeirah and the unique hotel differentiators / interesting facts
- Respond to any guest requests for particular services (e.g., directions, transportation, reservations, dry cleaning, celebrations, other) by making arrangements with the relevant departments and following up to ensure satisfaction
- Prepare special letters (i.e. Birthday, Anniversary, Honeymoon etc
9
Experience For Front Office / Guest Relations Executive Resume
- Fluent in a second language. A third language is highly appreciated
- Profecient in MS Word, Excel and PowerPoint
- Enthusiasm and a hands-on mentality
- High level of English (spoken and written)
- Able to work in a deadline and target
- Diploma or Certificate in Hospitality Management
- Experience in a Switchboard or Call Canter environment of any customer service provider or whose main role was to handle guests on the telephone in a service industry
10
Experience For Guest Relations Executive Resume
- In similar position and style of property
- In a Food and Beverage Service outlet in a 5 star property
- Constantly updates the white boards and notice boards with useful information for the benefit of all
- Records all international calls made on extensions and Operator extensions. This record and related departments to be cross charged to be forwarded to the Finance Executive on the first day of the month
- Checks the E-mail for important messages and respond promptly
- Records all Wake Up Calls (WUC) on the master sheet as requested by the guests and makes sure that such requests are offered timely
- Maintain performance target
- Confident/ pro active
List of Typical Skills For a Guest Relations Executive Resume
1
Skills For Guest Relations Executive, Night Club Resume
- Has 2 year experience in a similar capacity in luxury hotel
- Experience in similar role in Food and Beverage department
- Experience in a 5-star luxury hotel or similar environment
- Excellent interpersonal and customer service ability
- One years' experience in similar role in as Guest Relation Executive department
- A team player with a good portion of personality
- Someone who goes out of their way to give the best experience to our guests
- Strong guest service focus and a passion for customer service
2
Skills For Guest Relations Executive, Guest Relations Resume
- Experience in similar role in a five-star hotel or standalone restaurant
- Previous high volume hotel experience is preferable
- Previous customer service /guest relations experience is essential
- Being able to do all the necessary filing in the department and ensure proper record keeping
- Delivering outstanding customer care at all times
- Overseeing room upgrades in conjunction with the Housekeeping team to include guest amenities, special requests and the management of guest's personal profiles
- Dealing with guest concerns or complaints, to include follow up in person or in writing
- Being our 'Jumeirah Local' by conveying your knowledge of London's hidden gems to our esteemed guests
3
Skills For Guest Relations / Executive Lounge Manager Resume
- Ensuring all customer queries or requests are handled in a polite, efficient and courteous manner
- Ensuring guest expectations have been met throughout the stay
- Maintaining a high level of hotel and product knowledge at all times
- Cashiering systems ( Micros, HSI, others)
- Complete cleaning, opening & closing checklists when instructed by senior colleagues
4
Skills For Front Office / Guest Relations Executive Resume
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback,
- Actively uses the standards detailed in F&B Enquiry/ Booking Checklist when taking Restaurant enquiries or bookings
- When based in the lobby, to welcome all incoming guests and visitors and direct them according to their needs
- Follow the opening/closing procedure
- Handles all complaints following the instant as per guest complain handling procedures
- To assist in carrying out inventories of operating equipment and linen as per schedule
- To assist in carrying out deep cleaning of the outlet as per schedule
5
Skills For Guest Relations Executive Resume
- High awareness on maintaining 5 star standard
- Practice high standards of personal presentation in accordance with JI & MJ Grooming & Presentation Standards
- Answers telephone within 3 rings using the JI Standard script
- Immediately shares guest name to relevant service staff directly after seating
- Assist in recording inventories/ stock-takes as required
- Check Arrivals list for the following day, liaise with Rooms Controller to allocate rooms for VIP guests and guests with special requests
- Escort arriving guests to their rooms whenever possible after the registration procedure has been completed at the Front Desk or at the EC / PLC reception
- To ensure that a statement of ‘blocked rooms’ is sent to the Housekeeping and Room Service departments for the necessary amenity set up
6
Skills For Guest Relations Executive, Night Club Resume
- To liaise with all related departments confirm reservations, process engineering requests and maintain cleanliness
- Ensure smooth and efficient service by practicing team work
- Be responsible for all equipment in handling it carefully to avoid breakages and damages to the restaurant
- Adhere to all payments, cash handling and credit policies/procedures
- Ensure smooth and efficient service by practising team work
- Successful completion of training requirement
- Knowledgeable in food and beverage service standards
- Sufficient Food and beverage knowledge on British Cuisine
- Knowledge how to use micros or symphony, epicure or seven rooms
7
Skills For Guest Relations Executive, Guest Relations Resume
- Greets guests, and escorts them to tables, and provides menus
- Knowledgeable of all in-house services as well as local information and be able to assist guests when questioned
- Informs staff of any specific guest request or needs
- Ensures that all menus, wine lists and dock presenters are clean and in top condition
- Familiar with facilities management system
- To be present in the lobby in order to welcome all guests upon their arrival to the hotel
- To make sure that each and every guest is welcomed with cold/hot towel and welcome drink on arrival
- To be aware of all functions and special promotions in the hotel and sister properties
- To escort and provide correct directions to all internal and external guests
8
Skills For Guest Relations / Executive Lounge Manager Resume
- To make sure that we have enough cold/ hot towels and welcome drinks for the smooth operation
- To maintain back area clean and tidy (as per HASAP) at all the time
- To assist Other Hotel Front office Operation (Club Executive/Premium Leisure) whenever required
- Order and ensure timely delivery of amenities for all arrival and in-house VIP and Suite guests
- Conduct an In room check in for VIP and Suite guests
- Print and action Guest Relation trace report
- To conduct courtesy calls to VIPs and Suite guests
9
Skills For Front Office / Guest Relations Executive Resume
- To arrange special amenities as per guest request (Flowers, cakes, balloons, honeymoon set up)
- Management of VIP arrivals to include heads of state, royalty, ambassadors and celebrities
- Be the live and soul of the lobby, creating a positive environment and maintaining an engaging, approachable, helpful and friendly demeanour to colleagues and guests alike
- Acknowledge, greet, welcome, engage & initiate genuine adaptive conversation with guests and visitors facilitating the smooth operation of the lobby, obtaining feedback and assisting in creating memorable guest experiences
- Provide latest information on the Hotel’s outlets, amenities, services and facilities, actively upselling and making reservations
- Maintain the Jumeirah’s Local Tablet fully updated with the latest Hotel, Jumeirah Group and Destination information including product, services, events and experiences for all guests’ profiles
- Pleasant looks and attitude/ exceptional grooming
- Completed 12 years of schooling
- Always project smiling, helpful and friendly attitude towards colleagues and guests and provides a courteous and professional service at all times
10
Skills For Guest Relations Executive Resume
- A point of contact for our guests who makes sure to recommend only the best of the best and leave a lasting impression
- Knowledge in Opera and Micros is desirable
- Fluency in English both written and oral is required. Speak other Foreign language is highly advantageous
- Between the age of 20 years to 30 years
- High level of verbal and written English
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