PM Concierge

Company Description

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.

Job Description

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.

• 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

Qualifications

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 

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