PM Concierge

The Ivy Hotel is seeking a Concierge to join our growing team. The ideal candidate is a proven team player with previous customer service experience, preferably within the hotel industry. The 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 able to sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

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Assures that the reservations & concierge desk is covered and maintained at all times

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Responsible for welcoming, check-in, and check-out of Guests

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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

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Utilizes a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availability

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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

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Handles all guest interactions and responds to guest requests (in person, by phone or email) with the highest level of hospitality and professionalism

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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

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Performs courtesy calls to guests and logs responses in corresponding logbooks, making sure to follow up where necessary

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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.

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Processes all external and internal calls either by redirecting calls or assisting the caller

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Assists with evening In Suite Dining order taking and delivery

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Understands the hotel identity and upholds all service procedures and communication standards as outlined by The Ivy Standard Operating Procedures

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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

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Handle and distribute emails, voice messages, and written messages for personnel and hotel guests

Required

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• Previous hotel and customer-related experience is an asset
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• Associate Degree or higher
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• 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.
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• Must possess outstanding guest service skills and sophisticated verbal communication skills
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• Proof of eligibility to work in the United States is required
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• Must have basic computer skills and general knowledge of Microsoft Office
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• Ability to focus attention on guest needs, remaining calm and courteous at all times

Desirable

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• Prior experience as a front desk/reservations agent
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• Opera Cloud knowledge
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• Hospitality degree
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• Fluency in one of the following languages: English, Spanish, French

Benefits

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Paid Vacation and Holidays

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Medical and Dental Insurance

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Short and Long Term Disability Insurance

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Basic and Optional Life Insurance

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• Retirement Savings Plan