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Reservations and Concierge Associate

2 months ago

Baltimore, Maryland, United States The Ivy Hotel Full time

Position Overview:
The Ivy Hotel is seeking a dedicated Reservations Agent to enhance our dynamic team. The ideal candidate will be a collaborative individual with a background in customer service, ideally within the hospitality sector. Exceptional communication skills in English are essential, and proficiency in additional languages is advantageous. Attention to detail, a service-oriented mindset, and the ability to manage multiple tasks while promoting all hotel offerings (Rooms, Restaurant, Spa, Meeting spaces) are crucial for success in this role.

Key Responsibilities:
As a Reservations Agent, your primary duties will include:

  • Ensuring the reservations and concierge desk is consistently staffed and operational.
  • Greeting guests during check-in and check-out with a warm and efficient approach, utilizing their names whenever possible.
  • Coordinating luggage delivery promptly upon guest arrival.
  • Utilizing various computer systems to manage reservations, generate daily reports, and monitor room availability and rates.
  • Reviewing guest arrivals and departures to accommodate preferences, collaborating closely with departments such as Food and Beverage, Housekeeping, and Maintenance to guarantee exceptional service.
  • Addressing guest inquiries and requests with the utmost professionalism and hospitality, whether in person, over the phone, or via email.
  • Resolving guest complaints and assisting with inquiries regarding hotel services, operational hours, and special requests.
  • Conducting courtesy calls to guests and documenting responses appropriately.
  • Managing billing processes accurately, including posting charges and settling accounts through various payment methods.
  • Handling incoming calls and messages, ensuring effective communication with guests and staff.
  • Assisting with in-suite dining orders and their delivery.
  • Upholding the hotel's identity and service standards as outlined in The Ivy Standard Operating Procedures.
  • Collaborating harmoniously with colleagues and supervisors, providing support in various departments as needed.
  • Managing correspondence, including emails and voice messages, for both guests and hotel personnel.

Qualifications:
Required:

  • Previous experience in customer service is preferred.
  • Associate Degree or higher is required.
  • Availability to work weekends and holidays, with flexibility to accommodate business needs.
  • Exceptional guest service skills and strong verbal communication abilities.
  • Proof of eligibility to work in the United States is mandatory.
  • Basic computer proficiency and familiarity with Microsoft Office are necessary.
  • Ability to maintain composure and courtesy while focusing on guest needs.

Desirable:

  • Prior experience in a front desk or reservations role.
  • Knowledge of Opera Cloud.
  • A degree in Hospitality is a plus.
  • Fluency in languages such as Spanish, French, Italian, Japanese, Mandarin, German, or Arabic is advantageous.

Benefits:
We offer a comprehensive benefits package that includes:

  • Paid vacation and holidays.
  • Medical and dental insurance.
  • Short and long-term disability insurance.
  • Basic and optional life insurance.
  • Retirement savings plan.

About The Ivy Hotel:
At The Ivy Hotel, we are committed to providing each guest with an extraordinary experience, whether they are visiting for a meal or an extended stay. Our goal is to uphold our reputation for exceptional service, and we are continuously on the lookout for outstanding team members to join our historic hotel in Baltimore, Maryland. With a rich history and world-class hospitality, The Ivy Hotel offers a unique and luxurious experience that sets us apart in the hospitality industry.