Hotel Front Desk Agent Resume Example

A strong hotel front desk agent resume shows guest-facing command and systems fluency: check-ins handled per shift, the property-management system you ran such as Opera or OnQ, and a guest-satisfaction score. Add upsell and room-revenue results, night-audit or cash-handling accuracy, and how you resolved complaints, since front desk is where service recovery and revenue meet.

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Hotel Front Desk Agent resume example

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Hotel Front Desk Agent

(555) 010-0000 · you@example.com · City, ST · linkedin.com/in/your-name

Professional Summary

Polished hotel front desk agent with four years at branded full-service and select-service properties, fluent in Opera and OnQ, with strong guest-satisfaction scores and a consistent record of room upselling.

Experience

Front Desk Agent — Downtown Convention Hotel

2023 – Present

City, ST

Checked in 60 to 90 guests per shift at a 320-room property on the Opera PMS during convention peaks.
Generated roughly $4,500 monthly in incremental revenue by upselling suites and early check-ins at 22% conversion.
Sustained a guest-satisfaction score of 8.9 out of 10 across post-stay surveys for the front desk.
Resolved 8 to 12 guest issues per shift, from billing disputes to room moves, retaining loyalty members.
Ran balanced cash and credit drawers and completed shift handoffs with zero unexplained variances.
Coordinated with housekeeping and engineering to clear rooms and dispatch maintenance within 15 minutes.
Enrolled 30+ guests monthly in the loyalty program, exceeding the property's sign-up target.

Guest Services Representative — Airport Select-Service Hotel

2021 – 2023

City, ST

Handled check-in, check-out, and reservations on the OnQ system for a 140-room property running 80%+ occupancy.
Performed nightly audit including posting room charges, running reports, and reconciling the day's revenue.
Managed phone reservations and OTA arrivals, correcting rate and room-type mismatches before arrival.
Maintained a clean, welcoming lobby and managed the sundry market and luggage assistance.
De-escalated overbooking situations by arranging walks and comps within manager-approved limits.
Trained two new agents on the PMS, brand standards, and ADA accommodation procedures.

Education

Associate of Science in Hospitality Management — Community College

2019 – 2021

Skills

Property management systems · Guest check-in and check-out · Room upselling · Night audit · Reservation management · Cash and credit handling · Service recovery · Loyalty enrollment · Interdepartmental coordination · Occupancy awareness · Brand-standard compliance · Multi-line phone handling

What to put on a hotel front desk agent resume

Core skills

Skill	Why it belongs on the resume
Property management systems	Run check-in, billing, and reporting on Opera and OnQ.
Guest check-in and check-out	Process high arrival and departure volume accurately at the desk.
Room upselling	Convert guests to suites and upgrades to grow incremental revenue.
Night audit	Post charges, run reports, and reconcile daily revenue overnight.
Reservation management	Handle phone and OTA bookings and correct rate and room-type errors.
Cash and credit handling	Balance drawers and complete clean shift handoffs.
Service recovery	Resolve billing disputes, room moves, and overbookings to retain guests.
Loyalty enrollment	Sign guests up for the brand's rewards program at the desk.
Interdepartmental coordination	Work with housekeeping and engineering to ready rooms quickly.
Occupancy awareness	Manage arrivals and walks during high-occupancy and sold-out nights.
Brand-standard compliance	Follow franchise service and ADA accommodation procedures.
Multi-line phone handling	Field calls, transfers, and wake-up requests during busy shifts.

What recruiters and ATS filters expect on a hotel front desk agent resume.

ATS keywords

ATS keyword	ATS keyword
front desk agent	hotel
Opera PMS	OnQ
check-in	night audit
occupancy	guest satisfaction
upselling	reservations
loyalty program	service recovery
hospitality	front office

Terms an applicant-tracking system scans for — work them in naturally where they are true of your experience.

Three bullets that work — and why

Generated roughly $4,500 monthly in incremental revenue by upselling suites and early check-ins at 22% conversion.
Why it works: Reframes a desk role as a revenue driver with a dollar figure and a conversion rate management tracks.
Sustained a guest-satisfaction score of 8.9 out of 10 across post-stay surveys for the front desk.
Why it works: Guest-satisfaction scores feed brand-standard audits, so a named score is a credible external grade.
Performed nightly audit including posting room charges, running reports, and reconciling the day's revenue.
Why it works: Night-audit fluency widens the shifts you can cover, which makes you cheaper and easier to schedule.

Tailoring it in three steps

Name the PMS in the posting
If the ad lists Opera, OnQ, FOSSE, or another system, put that exact PMS in your skills and a bullet, since front-office hiring filters on it heavily.
Show revenue and satisfaction together
Pair your upsell or room-revenue number with a guest-satisfaction score so you read as someone who sells without hurting the experience.
Match the property type
Foreground night audit and multitasking for select-service roles, and concierge-style service and loyalty for full-service or luxury properties.

FAQ

What property-management systems should a front desk agent list?

List the systems you have actually used, such as Opera, OnQ, or FOSSE, and match the posting. PMS fluency is one of the first things front-office hiring managers screen for.

How do I show upselling on a front desk resume?

Quantify incremental room revenue and your upgrade conversion rate. Front desk upselling of suites and early check-ins is a tracked metric, so a percentage carries real weight.

Should a front desk agent resume mention night audit?

Yes if you can do it. Night-audit experience covering charge posting and revenue reconciliation widens the shifts you can work and signals you can run the desk unsupervised.

How do I describe guest-service recovery on a hotel resume?

Give a concrete example such as resolving overbookings or billing disputes within approved limits, and tie it to retaining loyalty guests or a satisfaction score where you can.

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