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.

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

Required:

Previous hotel and customer-related experience is an asset

Associate Degree or higher

Must be available to work weekends and holidays - Willbe 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

Prior experience as a front desk/reservations agent

Opera Cloud knowledge

Hospitality degree

Fluency in one of the following languages:
English, Spanish,French

Paid Vacation and Holidays

Medical and Dental Insurance

Short and Long Term Disability Insurance

Basic and Optional Life Insurance

Retirement Savings Plan