Guest Services Associate Resume Sample
Cecile Welch
5908 Stan Fords,
Phoenix,
AZ
+1 (555) 816 3106
Work Experience
Guest Services Associate
11/2015
-
PRESENT
Los Angeles, CA
- Drives Innovative Business Improvements:Demonstrate constructive discontent; Question when things can be done better and identify improvement areas. Take appropriate risks and learn from mistakes. Rapidly implement and commercialize approved ideas. Propose opportunities for improvement; influence stakeholders to drive execution. Apply best practices and learning from other parts of the System
- Act Like an Owner:Focus on highest priority actions first; adjust priorities when appropriate to achieve results. Accomplish objectives; ensure completion of work. Take action in daily work to positively impact people, communities and the environment. Use Company resources responsibly
- Greets incoming patients/customers/visitors/vendors at hospital entry points. Performs timely assessment of individual needs and provides prompt response with appropriate resources within the context of NCH customer service standards. Ensures patient/customer/visitor/vendor compliance with hospital regulations
- Provides training for new volunteer staff including NCH customer service standards, computer programs, way-finding, safe wheelchair transport, transport routes, room numbering system, appropriate elevator usage, care cart operations, package, gift, and flower delivery. Continues on-going volunteer training on department moves, new services, program changes, etc
- Participates in and supports continuous Quality Improvement efforts. Cross trains to provide consistent level of service at all entry points. Coordinates all volunteer staffed operations at entry points for compliance with customer service, safety, hospital regulations and procedural standards. Addresses performance concerns with volunteer staff and monitors for performance improvement
- Develops and maintains collaborative working relationships with hospital departments and CSM physician offices to ensure efficient service delivery. Resolves problems/concerns, answers questions, and communicates procedural changes to the volunteer staff
- Utilizes security staff, patient advocate, or nursing supervisor to handle security issues, customer complaints, etc. as needed
- Experience with computer operations such as data management and word processing
Pfister Guest Services Associate st & nd Shift
08/2009
-
05/2015
Detroit, MI
- High level and range of interpersonal skills to effectively interact with a diverse customer base
- High level and range of communication skills to effectively articulate information and standards to the volunteers
- The organizational skills necessary to maintain schedules, accurate records and handle multiple tasks simultaneously
- The ability to remain flexible and perform work assignments independently on an ever-changing priority basis
- The ability to use and instruct others on computer usage
- Consistently adhere to NCH customer service standards including appearance, telephone and elevator etiquette
- The ability to speak and understand a second language desirable
- Hospital experience in a high contact customer service area/department or 2 years of comparable customer service experience
Guest Services Associate Temp-night Shift
08/2006
-
03/2009
Los Angeles, CA
- Crisis Response Training within 6 months of hire
- Basic telecommunication system skills and knowledge (receiving/making multi line calls, paging system, etc.)
- Basic office skills (fax, copy machine, on~line services)
- Excellent problem~solving skills
- Make quick and sound decisions based on individual situations in regards to meeting customer needs
- Work week~days, week~ends, holidays, and off shifts in order to serve customers in a medical center environment
- Maintain composure and professional behavior in stressful situations
- Hear alarms and respond immediately
Education
Lock Haven University of Pennsylvania
2002 - 2006
School's Degree in Library
Professional Skills
- Excellent quick~thinking and problem~solving skills
- Excellent cash-handling skills
- Effectively read, write, and speak English, with multi-lingual skills desired
- Strong communication, interpersonal, and guest service skills
- Basic telecommunication system skills and knowledge (receiving/making multi line calls, etc.)
- Demonstrated ability to communicate positively & effectively with public
- Hospital experience in a high contact customer service area/department or2 years of comparable customer service experience
How to write Guest Services Associate Resume
Guest Services Associate role is responsible for basic, computer, microsoft, powerpoint, excel, trading, retail, credit, training, database.
To write great resume for guest services associate job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Associate Resume
The section contact information is important in your guest services associate 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 Services Associate Resume
The section work experience is an essential part of your guest services associate 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 services associate 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 services associate position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Associate resume experience can include:
- Self-motivated and demonstrates positive interpersonal skills
- Read, listens, and communicates effectively both verbally and in writing
- Work effectively under pressure in a high volume work environment
- Prior hospitality experience, preferably in a similar position
- Proactively seeks to grow in career and job skills
- Willingness to receive and incorporate feedback effectively
Education on a Guest Services Associate Resume
Make sure to make education a priority on your guest services associate resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest services associate 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 Services Associate Resume
When listing skills on your guest services associate 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 services associate skills:
- Proficiency in Microsoft Office including; Word, Excel, PowerPoint and Outlook. Effective computer technology skills
- Approach, acknowledge and assist customers promptly; handle multiple customers effectively
- Able to work unsupervised, including establishing priorities, working independently or within a group, and proceeding with objectives without supervision
- Works independently and adjusts to changing priorities and demands associated with a changing environment
- Customer Service Experience, preferably in a spa setting, along with a working knowledge of all spa products and services offered
- Establish and maintain good working relationships with all levels
List of Typical Experience For a Guest Services Associate Resume
1
Experience For Pfister Guest Services Associate st & nd Shift Resume
- Strong computer skills in Google and Microsoft platforms
- Demonstrate flexibility in satisfying customer demands in a large scale operation with 100 meeting rooms
- Develops a strong understanding of the ministry and specifications of the Library and information handouts
- Work independently with attention to detail yet uses good judgment in seeking advice when necessary
- This highly visible role gives opportunity for casual conversation and has a direct impact on creating the client experience
- Solid typing speed
- Knowledge of wide range of goods and services of Festival
- Consistently demonstrates a pleasant, helpful attitude to Library Guests in both word and deed
2
Experience For Guest Services Guest Services Associate Nights Resume
- Close out the systems for prior day’s business and open subsequent system date
- Re-prioritize tasks, as needed, to meet the department and customer’s needs & expectations
- Demonstrates the ability to be organized and flexible in stressful situations
- 3 month hospitality experience required
- Strong time management to ensure deadline are meet
- Utilizing sound judgment identifying risk and safety concerns and triaging appropriately
- Greeting visitors, answering phones, and directing calls appropriately; help resolve employee and customer concerns/issues
3
Experience For Seasonal Guest Services Associate Resume
- Stocking, cleaning and maintaining all cafes, pantries, workstations and restrooms
- Booking taxis, making restaurant suggestions and reservations, providing advice and directions
- Moving furniture throughout the building as needed
- Greeting and directing guests
- Moving meeting room furniture on demand, nightly
- Transporting guest luggage to/from guestrooms
- Operating Audio & Visual equipment and problem resolution
- Making reservations by phone
- Facilitating the check-in and check-out process of guests at the front desk
4
Experience For Guest Services Associate Temp-night Shift Resume
- Responding to customer-service issues and other general issues in person, by phone and email
- Meeting room postings nightly
- Ordering supplies, data entry, and other administrative tasks as assigned
- Using the computer system and PDQ or cash float to ensure all transactions are processed correctly
- Interest in helping and working with guests
- Update guest activities quarterly and create marketing material. Serve on WVO Committee representing Guest Services
- Identifies and communicates systemic and recurring service issues to departmental, Operations and Training Leaders
5
Experience For Guest Services Associate Administrator Resume
- Assists restaurant managers in correctly handling service related issues, including gift card redemption and issuance problems
- Maintains working knowledge of products relating to the Museum collection and retail operation
- Identifies and communicates systemic and reoccurring service issues to departmental, Operations and Training Leaders
- Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in
- Participate in cross-training and be flexible to perform varying roles whenever necessary; balance workload
- Move furniture throughout building as necessary
- Serve as night auditor as needed based on business needs and scheduling coverage
- Review needs for the day pertaining to Guest Services operation and respond as needed. Partner with other associates and management to action plan
- Review shift closing tasks and verify they are correct. Make notes and document the shift in the pass down notes
6
Experience For Seasonal / Guest Services Associate Resume
- Serve as primary trainer in Guest Services for new associates and new information or process with exiting associates
- Makes Guests feel “at home” using conversational style and appropriate eye contact
- Collates, counts, and delivers presentation materials for use at Information Desk while working at FOL Desk
- Drives passenger buses on property between BGEA Headquarters and Library, for which training is required
- Takes ownership in order to take care of guest needs directly either by face-to-face, electronically, or telephone and responding to guest inquiries promptly
- Responds to guest inquiries regarding offers, promotions, and events
- Distributes cashier tills and partner with cashiers throughout the day to ensure associate and guest needs are being met
- Performs guest verifications, processing orders, applications, forms, and requests
7
Experience For Guest Services Associate Seasonal Resume
- Hands additional service, including but not limited to: DMV, Lottery, Rug Doctor, and ticket sales
- Contributes to the maintenance and development of standards, procedures and policies regarding guest service Support and execute superior guest service
- Receives membership applications and provides information to prospective members according to procedure
- Maintains a clean and organized appearance in the trading post, admissions desk, and storage areas
- Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments
- Support in lift ticket scanning as requested
- Communicate to appropriate staff that there are guests that are waiting for an available room
- Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp)
8
Experience For Guest Services Associate {year Round} Resume
- Assign room according to guest request and preferences whenever possible
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping
- Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns
- Review requests for late check-outs and approve according to occupancy
- Resolve client needs, ensuring all clients satisfaction
- Responsible for client badge process, communication of building processes and amenities
- Follow security compliance standards regarding badges
- Perform various Meeting Room set-ups and break downs
- Greet and register clients, provide prompt and courteous service, and close out badges, as well as ensuring clients have an exceptional stay
9
Experience For Guest Services Associate Resume
- Process information/merchandise through register system
- Deal with multiple projects simultaneously
- Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above
- Record and administer arrivals and departures including cash handling
- Ensure the desk is covered at all times in line with business demand
- To work in the Guest Service Centre when needed
10
Experience For Pfister Guest Services Associate st & nd Shift Resume
- Supports and implements changes needed to improve the company’s efficiency
- Detect common signs of ticket switching, mis-matched merchandise, shoplifting, theft, and other security risks involving guests and associates. Promptly communicate potential problems to store management or loss control
- Cash-handling and managing other financial transactions
- Assist in Reprographics activities
- Receives guest suggestions and complaints and escalates through proper channels
List of Typical Skills For a Guest Services Associate Resume
1
Skills For Pfister Guest Services Associate st & nd Shift Resume
- Emotionally intelligent with superb communication skills both oral and written communications
- Intermediate experience using an iPad
- Born-again Christian with strong personal witness
- Some computer ability to process time sheets, operate ticket computer, and prepare reports
- Demonstrated positive Christian witness to colleagues, vendors, and general public
- Experience in retail sales & cash register operation; knowledge of POS operation
2
Skills For Guest Services Guest Services Associate Nights Resume
- Have good Knowledge of all Microsoft Applications
- Strong knowledge of computers and technology
- Previous experience as a Front Desk Agent
- Experience in a customer service position, preferably in a medical field
- Highly skilled in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
- Skilled in Microsoft Windows 8 required
3
Skills For Seasonal Guest Services Associate Resume
- Starwood experience is an advantage
- Maintaining the highest levels of guest safety while skiing/boarding and standing on snow, on varied terrain, with varying winter weather conditions
- Assist in various Mail Center activities (sorting, metering, folding, inserting, delivery, pickup, etc.)
- Facilitates guided VIP tours for Library and Corporate Office, including typical presentation, and possibly accompanying Tour Group throughout Tour
- O MMPI - Psychological testing
- Assess and meet customer merchandise and service needs by sharing product knowledge, answering questions and directing customers to merchandise, suggestive upselling, and awareness of product availability
- Outgoing, warm personality to help Guests feel at ease and welcomed
- CPR training and certification required after hire
- Intermediate knowledge using an iPad
4
Skills For Guest Services Associate Temp-night Shift Resume
- Can make quick, ethical, and sound decisions based on unique situations involving customer needs
- A fast responder capable of innovative thinking to tackle problems and deliver results
- Personalised contact ensuring a warm welcome or welcome back to each guest at Westfield London
- Provide accurate information regarding centre retailers, facilities and directions to customers and retailers upon request
- Partner with client personnel and gain an in-depth understanding of the client’s principles, values, goals, and vision
- Receives, screens, routes and/or responds to all incoming inquiries for information, directions or concerns
5
Skills For Guest Services Associate Administrator Resume
- Share information on store events, promotions and activities with customers
- Promptly and accurately process all point-of-sale transactions
- Help resolve customer problems and make suggestions/share product knowledge to turn returns into exchanges
- Communicate merchandise and service needs to management on timely basis
- Provide assistance to accomplish team and company goals
- Assess and meet customer merchandise and service needs by sharing product knowledge, answering questions and directing customers to merchandise, suggestive up-selling, and awareness of product availability
- Relate well verbally with others
6
Skills For Seasonal / Guest Services Associate Resume
- Motivation, with ability to take initiative and work with minimal supervision
- Prepare written reports and other correspondence related to job
- Maintain clear, continuous communication with peers, supervisors, and management
- Availability on short notice to fill in for absent employees
- Moderate physical activity, with occasional extremes of high/low activity
- Physical and mental ability to respond to CPR emergencies
- Lift up to 30 pounds on occasion
7
Skills For Guest Services Associate Seasonal Resume
- Stand for extended periods of time, up to 8 hours daily
- Work under occasional stressful situations
- Security Officer (Houston, TX)
- Maintain a calm and professional demeanor at all times
- Knowledge of the facility
- Have used Opera Fidelio (desirable but not essential)
- Work weekdays, weekends, holidays, and off shifts in order to serve customers in a medical center environment
- Communicate clearly in English required
8
Skills For Guest Services Associate {year Round} Resume
- Accept direction willingly and to follow through with delegated tasks
- Stand for 10 hours and lift boxes if needed
- Knowledge of the region desired (or ability to learn quickly)
- Patience, especially for people of other cultures
- Learn and adapt to new tasks or situations quickly and cooperatively
9
Skills For Guest Services Associate Resume
- Report for scheduled shifts on-time and be dressed appropriately
- Can be trusted to handle confidential and sensitive information
- Can work occasional weekends and holidays
- Can maintain composure and professional behavior in stressful situations
- Can respond to emergency situations, and activate alarms / escalate up chain~of~command as soon as the situation requires it
- Able to meet employer's attendance policy
- Takes ownership of decisions and results
- Relate to a diverse population
10
Skills For Pfister Guest Services Associate st & nd Shift Resume
- Someone with attention to detail and the ability to identify and implement process improvements
- Knowledge of the Opera PMS is an advantage
- Delivery of high quality customer service to customers and retailers
- Ensure the Concierge Desk appears professional in its appearance to customers and retailers at all times
- Ensure relevant centre and retailer leaflets, posters and literature are available to customers and up to date at all times
- Maintain a register of all comments made verbally or in writing by customers and ensure that they are addressed in a timely and appropriate manner by the appropriate member of staff
List of Typical Responsibilities For a Guest Services Associate Resume
1
Responsibilities For Pfister Guest Services Associate st & nd Shift Resume
- Provides patient information in compliance with The Health Insurance Portability and Accountability Act (HIPAA) requirements and organizational privacy policies
- Answering guest questions regarding terrain, directions, and other resort information in a professional friendly manner
- Greeting guests at the door and assisting with luggage
- Stocking cafes with refreshments and supplies
- Stocking supply closets with office supplies
- Operating mailing, copy or scanning equipment when necessary
- Greet and welcome all guests at assigned stations and while skiing/riding on the mountain
- Answer department telephone using correct salutations and telephone etiquette
2
Responsibilities For Guest Services Guest Services Associate Nights Resume
- Adheres to the practice of confidentiality (HIPAA and other state/federal regulations) regarding patients, families and staff
- Identifies and report issues of safety and maintenance
- Serve as visitor information and visitor receptionist. Check in guests and clients, use point of sale systems for transactions, scheduling, check-in and other assigned dutes
- Monitors and maintains inventory
- Project management, both short-term and long-term
- Responsible for the Guest Services function of the resort: Promptly greet guests in a friendly and professional manner. Complete guest registration process, issue unit keys, and provide resort information and area attractions details and directions
3
Responsibilities For Seasonal Guest Services Associate Resume
- Accurately process all cash and credit card transactions in accordance with established procedures. Balance all cash receipts and work performed during shift and perform a bucket check on shift, post all guest charges, complete cashier and other reports, preparing deposit, and counting/securing of assigned bank
- Make pre-arrival informational calls to booked incoming guests, confirm and cancel reservations for guests and answer a variety of questions for guests pertaining to their reservations. Provides quotes for room rates
- Ensure the Front Desk and Office are clean, organized and safe. Complete variety of administrative reports specific to Guest Services
- Review and purge lost and found on a monthly basis
- Ensure all keys are returned daily and key inventory logs are completed
- Send Trip Advisor link to appropriate guests via e-mail on a daily basis and respond to feedback
- Answers, researches and resolves inquiries, complaints received regarding service failures experienced at Denny’s restaurants, fulfillment requests, credit/gift card issues, service compliments, general suggestions and comments
4
Responsibilities For Guest Services Associate Temp-night Shift Resume
- Acts as Corporate Liaison between guests and various departments within to ensure third party questions and or problem are properly addressed
- Administers and documents customer satisfaction surveys via phone conversations for those guests inside of targeted areas of Denny’s footprint
- Asks probing questions to gain clarity and use active listening skills to ensure the guest’s perspective about the issue(s) are identified and recorded so that the root cause can be determined and addressed by field leaders
- Contacts Franchise Owners, Restaurant Management, Corporate and Franchise Leaders as necessary to gain additional insight and or to provide additional information regarding guest incidents
- Requests additional follow-up from above leaders as necessary when either a guest requests this specific contact and or he/she is not completely satisfied with the resolution provided by the Customer Service Department
5
Responsibilities For Guest Services Associate Administrator Resume
- Provides and processes guests compensation (coupons, paper checks & gift cards) to ensure that all service issues are resolved and as an attempt to apologize for the situation and regain the guest’s patronage in the future
- Provides guests with a personalized communication in the format of a handwritten card or experience specific email. This communication apologizes, offers resolution, outlines the steps that have been taken to address the issue at the restaurant level and thanks the guests for making Denny’s Corporate aware
- Accurately and thoroughly documents all exchanges of communication and information. Such documentation is frequently requested and used by Denny’s Legal Department
- Follows up and follows through on open call summaries, requests, promises, and questions that have not been answered to provide callers with a resolution in a timely manner
- Represents the Billy Graham Library and Billy Graham, the man, in a professional, Christ-like manner, including in appearance, attitude, and approach
- Maintains acceptable workloads and meet or exceed departmental metrics as outlined by the leadership team
- Staffs Information Desk and greets individuals and smaller groups as they arrive at Billy Graham Library, provides all Guests with tour tickets and information packet (one Tour ticket per person, one information packet per household), and shares brief overview of Library, Tour, and Friends of the Library program
6
Responsibilities For Seasonal / Guest Services Associate Resume
- Greets larger groups/scheduled Bus Group Tours outside Library building, makes Tour presentations on bus, outside on campus grounds, or to gathered groups inside the Library
- Assists Guests with any questions and unique needs, such as requests for wheelchairs, Braille text for the Tour, or a Spanish interpreter
- Shares about Friends of the Library Program at Information Desk and with groups, using brochure as visual aid, understanding that the Guests’ first exposure to the program is a significant moment, and sharing the importance of considering membership in the program, but seeking balance to avoid pressured approach
- Prepares advance tickets and packets for Tour Groups scheduled for following day
- Answers Information Guest telephone receiving overflow of Library switchboard calls, gains knowledge of telephone system and materials at desk, demonstrating ability to provide callers with informed answers to varied questions, and places calls to office staff at requests of Guests, vendors, family, and friends
- Gains familiarity with Library’s thirteen (13) galleries, building ability to offer detail related to Library, Billy Graham Evangelistic Association, and Samaritan’s Purse/OCC ministries
7
Responsibilities For Guest Services Associate Seasonal Resume
- Serves as first line of defense in monitoring Library floor activity, including security and emergency needs
- Alerts Manager on Duty (MOD) and/or Security staff of security or emergency needs and, if necessary, performs CPR until MOD or Security arrives to handle situation
- Keeps Information Desk neat, orderly, and well-stocked, and inventories and maintains appropriate levels of stock for collation
- Adheres to assigned schedule and maintains accurate time records
- Opens and closes switchboard/computer/ticket machines
- Covers switchboard in the absence of the switchboard operator
- Makes sure lobby area is neat and presentable
8
Responsibilities For Guest Services Associate {year Round} Resume
- Restocks ticket machines and guest information brochures
- Adopts the guidelines established by Festival to resolve the complaints from guest
- Accurately and efficiently process transactions and accurately maintain all cash and media at Service Counter registers
- Records details of comments, inquiries, complaints, and actions taken
- Provides guests with exchanges, refunds, discounts, coupons, or other offers related to their retail store account activity
- Directs unresolved issues and requests to the appropriate designated resource
- Greets visitors to the Museum and give all guests prompt and courteous service
9
Responsibilities For Guest Services Associate Resume
- Sells admission to the Museum (via computer) and tracks demographics
- Answers questions about the Museum and the local region
- Rings sales accurately and efficiently
- Stocks and merchandises products and performs cycle counts of inventory
- Assists visitors with product selection and recommends products based on customer needs
- Review House Accounts adjust and code to General Ledger
- Conduct daily wake-up calls and maintain a log of all overnight requests made to the front office, ensuring efficient communication of all messages or requests to guests and employees
10
Responsibilities For Pfister Guest Services Associate st & nd Shift Resume
- Conduct check-ins and check-outs as required ensuring that all necessary information is correctly entered into the PMS & POS systems and that guests are oriented to the hotel following Rosewood standards
- Escorts VIPs to assigned guestrooms, informing guests of hotel services, features and room amenities
- Place orders for amenities and coordinate delivery of amenities to designated guest rooms
- Keeps the customer updated on the status of their service request, communicating via phone, email follow-up, validating customer understanding and approval. Effectively manage customer relations to ensure consistent quality service is being delivered. Identify, research, and resolve customer issues
- Performs all tasks with attention to detail, accuracy and timeliness. Utilizes all tools and resources effectively and efficiently to service the needs of our customers
- Escalates unresolved customer issues in a timely manner
- Creative, resourceful and results-oriented
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