Marvin Baker

Guest Services Representative

Holiday Inn Golden Gateway

12.2005 - Current

Greeted guests and provided information regarding hotel services, amenities, and local attractions.
Verified reservations by phone or in person.
Assisted guests with check-ins and check-outs in a timely manner.
Provided assistance to guests throughout their stay.
Resolved guest complaints in a professional manner.
Processed payments for room charges, taxes, and other incidentals as required.
Maintained accurate records of all transactions within the hotel software system.
Answered incoming calls from guests seeking reservations or general information.
Responded promptly to inquiries regarding availability of rooms and rates.
Performed daily cashiering duties including balancing accounts at end of shift.
Organized special requests such as wake up calls, extra pillows, cribs.
Promoted loyalty programs to encourage repeat business.
Maintained cleanliness of lobby area and front desk counter.
Handled customer complaints professionally and efficiently.
Encouraged customers to provide feedback on their stay experiences.
Assisted with luggage storage upon request.
Ensured compliance with hotel policies and procedures.
Tracked inventory levels of supplies needed for front desk operations.
Provided guidance to new team members on how to perform tasks correctly.
Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Handled payment processing and provided customers with receipts and proper bills and change.
Greeted walk-in and phone guests, determining interests and needs.
Invited guests to join loyalty programs and special promotions to stay connected.
Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
Built and maintained productive relationships with employees.
Spoke with patrons to make conversation, answer questions or to respond to complaints.
Took reservations from patrons by phone or online.
Transmitted information or documents to customers through email, mailings or facsimile machine.
Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
Offered guests beverages and refreshments upon check-in.
Gave clear directions to local museums, restaurants and places of interest to patrons.
Made reservations for spa treatments, restaurants and golf tee times.

Summary

Overview

Work History

Guest Services Representative

Education

Bachelor of Arts - Criminology

Skills

Timeline

Guest Services Representative

Bachelor of Arts - Criminology

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