PM Concierge

About the role

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.

Responsibilities

• Assure that the reservations & concierge desk is covered and maintained at all times
• Responsible for welcoming, check-in, and check‑out of guests
• Welcome guests upon arrival in an efficient and friendly manner, using guest name whenever possible, and arrange for luggage to be delivered in a timely manner
• Utilize a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availability
• Review arrivals and departures for guest preferences and work closely with other departments (Food and Beverage, Kitchen, Housekeeping, Maintenance and Valet) to ensure perfect customer service & satisfaction
• Handle all guest interactions and respond to guest requests (in person, by phone or email) with the highest level of hospitality and professionalism
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, hours of operation, key hotel personnel, in‑house events, directions, etc., and accommodate special requests whenever possible
• Perform courtesy calls to guests and log responses in corresponding logbooks, making sure to follow up where necessary
• Post and adjust charges and information on all folios and accounts and provide appropriate backup to Financial Services; settle bills accurately through credit card or cash transactions
• Process all external and internal calls either by redirecting calls or assisting the caller
• Assist with evening In‑Suite Dining order taking and delivery
• Understand the hotel identity and uphold all service procedures and communication standards as outlined by The Ivy Standard Operating Procedures
• Work 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

Qualifications

Required:

• Previous hotel and customer‑related experience is an asset
• Associate Degree or higher
• Must be available to work weekends and holidays – will be 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

Desirable:

• Prior experience as a front desk/reservations agent
• Opera Cloud knowledge
• Hospitality degree
• Fluency in one of the following languages: English, Spanish, French

Benefits

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