Reservations Agent

Job Description

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). The 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 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

Qualifications

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

• Property Management Software (PMS) knowledge.

• Hospitality degree

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

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

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.