Reservations Agent

Overview The Ivy Hotel is in search of a Reservations Agent to join our growing team. The ideal candidate is a proven team player with previous customer service experience, preferably within the hotel industry. Candidate must have excellent computer and communication skills in English (bi-lingual/multilingual is a plus). The candidate must be detail-oriented, service-oriented, able to multitask, and sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space). Responsibilities Assures that the reservations desk is covered and maintained at all times Welcomes guests upon arrival in an efficient and friendly manner, using guest name whenever possible, and arranges for luggage to be delivered to in a timely manner Utilizes a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availability Reviews arrivals and departures for guest preferences and works closely with other departments (Front Office, Kitchen, Housekeeping, Maintenance and Valet) to ensure perfect customer service and satisfaction Handles all guest interactions and responds to guest requests (in person, by phone or email) with the highest level of hospitality and professionalism Resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. and accommodates special requests whenever possible Performs courtesy calls to guests and logs responses in corresponding logbooks making sure to follow up where necessary Posts and adjusts charges and information on all folios and accounts and provides appropriate backup to Financial Services. Settles bill accurately through credit card or cash transaction. Maintains a balanced bank assigned by the hotel, and reconciles all transactions at the close of each shift Processes all external and internal calls either by redirecting calls or assisting the caller Understands the hotel identity, and upholds all service procedures and communication standards as outlined by The Ivy Standard Operating Procedures Works harmoniously and professionally with co-workers, supervisors and managers - assist with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Room Service, Maintenance and Housekeeping departments Handle and distribute faxes, voice messages and written messages for personnel and hotel guests Qualifications Required: Previous customer related experience an asset Associate Degree or higher Must be available to work weekends and holidays - May be required to work varying schedules to reflect the business needs of the hotel. Must possess outstanding guest services skills and sophisticated verbal communication skills Proof of eligibility to work in the United States is required Must have basic computer skills and general knowledge of Microsoft Office Ability to focus attention on guest needs, remaining calm and courteous at all times Desirable: Prior experience as a front desk/reservations agent Property Management Software (PMS) knowledge. Hospitality degree Fluency in one of the following languages: Spanish, French, Italian, Japanese, Mandarin, German or Arabic Additional Information Benefits: Paid Vacation and Holidays Medical and Dental Insurance Short and Long Term Disability Insurance Basic and Optional Life Insurance Retirement Savings Plan The Ivy Hotel is an Equal Opportunity Employer. All employment offers are contingent upon successful completion of a background check, and pre-employment drug test conducted in accordance with applicable federal, state and local laws. #J-18808-Ljbffr