The morning coffee enjoyed in the courtyard, the tea served by the fireplace in winter, the library, the music room with its piano: The Ivy is as welcoming as a private home. Built at the end of the 19th century and recently renovated, this beautiful mansion melts perfectly into the historic and prestigious Mount Vernon district, with turrets rising above the trees. Behind the ivy-clad walls and high shining windows this charming boutique hotel is structured around a magnificent staircase, covered by the original skylights, which leads to the guest rooms. In the evening, guests will appreciate the cuisine of Magdalena, one of Baltimore’s finest restaurants.
Description du poste
The Ivy Hotel is looking for a reservation agent. 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/multi-lingual is a plus). Must be detailed oriented, service-oriented, able to multi-task, and sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).
Candidates MUST BE AUTHORIZED TO WORK IN THE U.S.
PRIMARY FUNCTIONS:
- Assures that reservations desk is covered and maintained at all times.
- 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 (Front Office, 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.
- Maintains a balanced bank assigned by the hotel, and reconciles all transactions at the close of each shift.
- Processes all external and internal calls either by redirecting calls or assisting the caller
- 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 faxes, voice messages and written messages for personnel and hotel guests
REQUIREMENTS:Essential:
- Previous customer related experience an asset
- High School Education 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
- Property Management Software (PMS) knowledge.
- Hospitality degree
- Fluency in one of the following languages: Spanish, French, Italian, Japanese, Mandarin, German or Arabic.
PHYSICAL ASPECTS OF POSITION (INCLUDE BUT ARE NOT LIMITED TO):
Must be able to sit at a desk or stand for up to 8 hours/day
Occasional standing, kneeling, pushing, pulling, lifting
To apply, please email your resume and cover letter to the following email address or respond directly to this posting:
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Salaire et avantages
Salaire : salary according to profile
Référence : RC35629775 35629775
Niveau d’études : GCSE’S under C Grade
Expérience requise : 1-2 years
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