The Ivy Hotel Front Desk Agent
Position Summary:
The Ivy Hotel is known for exemplary, best-in-the-state guest service. At The Ivy, the Front Desk Agent's job is unique, challenging, much more multifaceted than the equivalent job at a conventional hotel, and consequently more creative and rewarding. The person manning the Concierge desk and supporting the Reservations office is in many ways the visible heart and head of The Ivy, interacting with most guests and all other hotel departments at the highest level of hospitality, with genuine warmth, courtesy, and professionalism. The person also becomes an expert to The Ivy's Reservation Services which is the heart of The Ivy Hotel operation.
Guest Services Responsibilities:

• Provide highly personalized hospitality to create a heartfelt sense of welcome and community.
• Greet and provide orientation for first-time visitors, guide them to the restaurant, spa, and fitness room. Welcome back repeat guests as members of the Ivy family.
• Interact with all guests with utmost courtesy and efficiency, moving out from behind the front desk to open doors and assist as needed.
• Personalize the delivery of service, using intuition, perception, and creativity. Personal services may include, but are not limited to restaurant reservations, recreation requests, floral orders, in-room spa services, shoe shines, etc.
• Maintain a current knowledge of Baltimore attractions: local restaurants, shopping, cultural attractions, history tours, and special events (concerts, theater, sporting events, etc.)
• Listen attentively to all guest questions, concerns and suggestions, implement prompt positive action, and follow up to assure successful resolution.
• Utilizes a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availability

While at Reservations,

• 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
• Makes reservations, 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
• 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

Personal Attributes:

• A genuine aptitude for and wish to serve and be helpful to both hotel guests and other members of the Ivy team.
• A sincerely friendly, approachable, and professional manner and demeanor, and excellent personal grooming.
• Excellent computer skills, and the ability to accurately handle cash and charges.
• Able to work well independently, sometimes under pressure, multitask, self-start, take initiative and use good common sense and judgment
• Demonstrate excellent communication, organizing, decision-making, and interpersonal skills. Personal integrity and absolute discretion to maintain guest privacy are essential.
• Proficiency with electronic resources such as Internet search, Outlook, Word, Open Table, and PMS/POS systems.
• Ability to stand for long periods, walk, sit, talk, and use the phone, and lift up to 40 pounds. Close and distance vision are required.

Education and/or Experience:

• A minimum of two years prior hospitality experience is preferred. Some higher education or vocational training specializing in a luxury setting is a plus.
• Previous Concierge experience preferred but not essential.
• Excellent geographic knowledge of the surrounding area

Job Conditions:

• Have the flexibility to work different shifts including but not limited to weekends and holidays.
• Frequent interruptions may occur.
• Maintain a clean-cut and professional appearance.

Benefits

• Paid Vacation and Holidays
• Medical and Dental Insurance
• Short and Long Term Disability Insurance
• Basic and Optional Life Insurance
• Retirement Savings Plan

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The Ivy Hotel is an EOE.