Front Desk Agent - The Ivy Hotel

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). Candidate must be detail oriented, service-oriented, able to multitask, and 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 arrange 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 (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 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.

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

• Assist with evening In Suite Dinning 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 - 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 emails, voice messages and written messages for personnel and hotel guests

EDUCATION and/or EXPERIENCE:

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

• Opera Cloud knowledge.

• Hospitality degree

• Fluency in one of the following languages: Spanish, French, Italian, Japanese, Mandarin, German or Arabic

Benefits:

• 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, our staff makes every effort to give each guest an outstanding experience, whether they’re here for dinner or an extended stay. We strive to maintain our reputation for sterling service, and are always looking for exceptional staff members ready to join the team at our historic Mount Vernon hotel, located in Baltimore, Maryland. 

Rich in history, world-class hospitality and generous luxuries from the moment guests arrive, The Ivy is an otherworldly oasis, unlike any other urban hotel. The first and only Relais & Châteaux property in Maryland,

The Ivy Hotel is where the most exclusive luxuries meet the most inclusive room rates to deliver the only experience of its kind in the world. Complimentary libations, both self serve and upon request, afternoon tea with tiers of sweet and savory treats, in-room delicacies and special nightly turndown delights, made-to-order breakfast wherever you fancy, a chauffeured car service, gratuity and more are all included in one seamless room rate.

The 18-room Mount Vernon mansion defies the traditional luxury hotel experience by inviting guests to make the house their own magnificent home in every sense of the word. Similar to a European countryside chateau, the property’s mystique comes from a combination of history dating back to 1889 and curated treasures collected from around the world. Each room, from the public spaces like the Conservatory and Library to the nine suites and eight bedrooms, is a completely different work of art. Just like the all-embracing warmth of Baltimore, The Ivy is a place for guests to slow down and nurture their true selves. 

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.