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Guest services agent skills for your resume and career

Updated January 8, 2025
4 min read
Guest services agent example skills
Below we've compiled a list of the most critical guest services agent skills. We ranked the top skills for guest services agents based on the percentage of resumes they appeared on. For example, 23.8% of guest services agent resumes contained reservations as a skill. Continue reading to find out what skills a guest services agent needs to be successful in the workplace.

15 guest services agent skills for your resume and career

1. Reservations

Here's how guest services agents use reservations:
  • Executed strong customer service by facilitating reservations, room amendments on an individual and corporate level, including agencies.
  • Coordinated with various hotel and travel services regarding guest reservations to maximize room space and minimize over-booking.

2. Computer System

Here's how guest services agents use computer system:
  • Provide concierge services, operate multiple computer systems, experience in multiple positions at management request
  • Verify credit cards for authorization using electronic acceptance methods/Opera PMS Computer System.

3. Hotel Services

Hotel Services are those tools, resources, and products offered by a hotel. These often differ from one such institution to the next and are thus of varying quality, representation, and type. A hotel might offer an array of these or none of these following services: flower arrangements, medical attention on the spot, pools, dry cleaning, car rental services, catering or, as it is known, room service, and guided tours.

Here's how guest services agents use hotel services:
  • Managed and/or filed reports and documentation daily to modify reservations to assist in providing several hotel services accordingly.
  • Encouraged Rewards participation to improve customer loyalty and promoted hotel services to maximize revenues.

4. Cash Handling

Here's how guest services agents use cash handling:
  • Provided concierge and administrative services including cash handling, answering phones and providing local information to guests
  • Assumed supervisory roles and responsibilities when necessary, including resolving guest complaints and cash handling.

5. Room Reservations

Room reservation is beneficial for both the visitors and the hotel management. It increases the prospects of a better deal for reliable accommodation for a guest and facilitates more reliable guest experience administration for the hotel.

Here's how guest services agents use room reservations:
  • Resolved room reservation conflicts with customers by creating compensation packages.
  • Booked conference room reservations with catering and technology request.

6. PBX

PBX represents Private Branch Exchange, which is a private phone network utilized inside an organization or association. The clients of the PBX telephone framework can call internally (inside their organization) and remotely (with the rest of the world), utilizing diverse correspondence stations like Voice over IP or ISDN.

Here's how guest services agents use pbx:
  • Registered incoming and assisted departing guests, fielded requests, handled communications and cashier duties, and operated PBX communication system.
  • Front Desk and PBX and Reservations * Check in/out guests in the only Hilton on the Virginia Beach Resort area.

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7. Guest Complaints

Here's how guest services agents use guest complaints:
  • Provide exceptional customer service by recommending daily activities and handling guest complaints in an efficient and effective manner.
  • Provided customer service and direct administrative support, resolved guest complaints and ensured overall guest satisfaction.

8. Room Availability

Room availability is defined as the availability of the number of rooms at a hotel open for sales for a specific set of dates and/or the type of accommodation.

Here's how guest services agents use room availability:
  • Managed database of records to ensure room availability as well as confirmation of reservations and process payment for accommodations.
  • Coordinated and assisted concierge in all services to guests and managed room availability efficiently.

9. Guest Rooms

A guest room is an assigned room at someone's house which is reserved for guests. It is a room or suite of rooms used or maintained for the accommodation of individuals to whom hospitality is extended for compensation.

Here's how guest services agents use guest rooms:
  • Managed hotel market inventory, stocked items regularly and delivered requested items to guest rooms.
  • Have knowledge about guest rooms, locations, amenities, features as well as all other services offered by the hotel.

10. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how guest services agents use customer service:
  • Trained Customer Service Representatives as well as housekeeping manager in any struggling tasks, contributing to significant improvements in guest satisfaction.
  • Utilized bilingual language fluency to collaborate with multinational team and deliver superior customer service to guests, vendors and associates.

11. Exceptional Guest

Here's how guest services agents use exceptional guest:
  • Created nightly reports for management and provided exceptional guest service.
  • Provided an exceptional guest experience.

12. Hotel Guests

Here's how guest services agents use hotel guests:
  • Assisted hotel guests, solved problems, handled all reservations-Coordinated employee training and schedules-Managed cash drawer and bank deposits
  • Provided exceptional hospitality service to hotel guests by creating a welcoming atmosphere and experience for all travelers.

13. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how guest services agents use phone calls:
  • Answered department telephone calls within 3 rings, using appropriate salutations and telephone etiquette to deliver a professional and informative experience.
  • Obtain customer information by answering telephone calls, interviewing customers, and verifying information.

14. Relay Messages

Here's how guest services agents use relay messages:
  • Activate and file room keys & process all guest requests and relay messages.
  • Answer the switchboard and relay messages accordingly.

15. Room Rates

Here's how guest services agents use room rates:
  • Demonstrate a thorough knowledge of hotel information such as, room categories, room rates, promotions, and local attractions.
  • Demonstrate a thorough knowledge of resort information such as room categories, room rates, packages, and answer guest inquiries.
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List of guest services agent skills to add to your resume

Guest services agent skills

The most important skills for a guest services agent resume and required skills for a guest services agent to have include:

  • Reservations
  • Computer System
  • Hotel Services
  • Cash Handling
  • Room Reservations
  • PBX
  • Guest Complaints
  • Room Availability
  • Guest Rooms
  • Customer Service
  • Exceptional Guest
  • Hotel Guests
  • Phone Calls
  • Relay Messages
  • Room Rates
  • Guest Inquiries
  • Check Outs
  • Guest Accounts
  • Front Desk Operations
  • Dependability
  • Registration Process
  • Local Attractions
  • Night Audit
  • Team Work
  • Guest Service
  • Room Assignments
  • Hotel Rooms
  • Telephone Calls
  • Guest Relations
  • Guest Satisfaction
  • Quality Guest
  • English Communication
  • Credit Card Transactions
  • Brand Marketing
  • Excellent Guest
  • Guest Issues
  • VIP
  • Credit Card Authorization
  • Guest Reservations
  • Property Management System
  • Guest Registration
  • Greeting Guests
  • Hotel Reservations
  • Concierge Services
  • Hotel Facilities
  • Customer Complaints
  • Marriott
  • Guest Arrivals
  • Hotel Policies

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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