PM Concierge

The Ivy Hotel is a Michelin Key hotel, having been awarded 2 Michelin Keys for the 3rd consecutive year. We pride ourselves on delivering the absolute best in service, cuisine, and ambiance. We are proud of creating a culture that includes everyone as family, expects everyone to work diligently to help achieve our goals, and offers opportunities to grow, learn, and build a career.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.; Assures that the reservations & concierge desk is covered and maintained at all times; Responsible for welcoming, check-in, and check-out of Guests; Welcomes guests upon arrival in an efficient and friendly manner, using guest name whenever possible, and arranges for luggage to be delivered 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 (Food and Beverage, Kitchen, Housekeeping, Maintenance and Valet) to ensure perfect customer service & 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 operation, 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 bills accurately through credit card or cash transactions.; Processes all external and internal calls either by redirecting calls or assisting the caller; Assists with evening In Suite Dining order taking and delivery; 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 - assists 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 emails, voice messages, and written messages for personnel and hotel guests

Requirements

Required:; Previous hotel and customer-related experience is an asset; Associate Degree or higher; Must be available to work weekends and holidays - Will be required to work varying schedules, including Overnight, to reflect the business needs of the hotel.; Must possess outstanding guest service 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; Opera Cloud knowledge; Hospitality degree; Fluency in one of the following languages: English, Spanish, French