Reservations Agent

About the role

The Ivy Hotel is seeking a Reservations Agent to join our team. The ideal candidate is a proven team player with previous customer service experience, preferably within the hotel industry. Strong computer and communication skills in English are required; multilingual abilities are a plus. The candidate must be detail-oriented, service-oriented, able to multitask, and capable of promoting all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).

Responsibilities

• Ensure the reservations desk is covered and maintained at all times.
• Welcome guests upon arrival in an efficient and friendly manner, using the guest’s name whenever possible, and arrange for timely luggage delivery.
• Utilize various computer systems to create or edit reservations, run daily reports, and monitor room rates and availability.
• Review arrivals and departures for guest preferences and collaborate with other departments (Front Office, Kitchen, Housekeeping, Maintenance, and Valet) to ensure exceptional customer service and satisfaction.
• Handle all guest interactions and respond to requests (in person, by phone, or email) with the highest level of hospitality and professionalism.
• Resolve customer complaints, assist with inquiries about hotel services, hours of operation, key personnel, in-house events, directions, and accommodate special requests whenever possible.
• Perform courtesy calls to guests, log responses, and follow up as necessary.
• Post and adjust charges and information on guest folios and accounts, providing appropriate backup to Financial Services.
• Settle bills accurately via credit card or cash, maintain a balanced bank, and reconcile all transactions at the close of each shift.
• Process external and internal calls by redirecting or assisting the caller.
• Uphold the hotel’s identity and adhere to all service procedures and communication standards as outlined by The Ivy Standard Operating Procedures.
• Work harmoniously with co-workers, supervisors, and managers, and assist with responsibilities in other departments (Concierge, Bell Staff, Room Service, Maintenance, Housekeeping) during high-volume periods.
• Handle and distribute faxes, voice messages, and written messages for personnel and hotel guests.

Requirements

• Previous customer-related experience (preferably in hospitality).
• Associate Degree or higher.
• Must be available to work weekends, holidays, and varying schedules based on business needs.
• Proof of eligibility to work in the United States.
• Basic computer skills and general knowledge of Microsoft Office.
• Ability to focus on guest needs while remaining calm and courteous at all times.

Qualifications (Desirable)

• Prior experience as a front desk or reservations agent.
• Knowledge of Property Management Software (PMS).
• Hospitality degree.
• Fluency in Spanish, French, Italian, Japanese, Mandarin, German, or Arabic.

Benefits

• Paid vacation and holidays.
• Medical and dental insurance.
• Short- and long-term disability insurance.
• Basic and optional life insurance.
• Retirement savings plan.