Overnight Concierge

Relais & Châteaux•Baltimore, MD

7d•Onsite

About The Position

The Ivy Hotel is seeking a Concierge to join its growing team. The role is responsible for welcoming and assisting guests, managing reservations and concierge desk operations, and providing attentive, professional service throughout the overnight shift. The ideal candidate is a proven team player with customer service experience, preferably in the hotel industry, excellent computer and English communication skills, and the ability to multitask, remain detail-oriented, and promote the hotel’s rooms, restaurant, spa, and meeting space. Bilingual or multilingual ability is a plus. The Concierge works with hotel departments to coordinate guest preferences and requests, support smooth arrivals and departures, process reservations and financial transactions, and maintain hotel service and communication standards. The role also assists other departments when needed and must be able to handle emergencies and work independently.

Requirements

Previous hotel and customer-related experience is an asset.
Associate degree or higher.
Must be available to work weekends and holidays.
Outstanding guest service skills and sophisticated verbal communication skills.
Proof of eligibility to work in the United States is required.
Basic computer skills and general knowledge of Microsoft Office.
Ability to focus on guest needs and remain calm and courteous at all times.
Excellent computer and English communication skills.
Detail-oriented, service-oriented, and able to multitask.

Nice To Haves

Previous customer service experience, preferably in the hotel industry.
Prior experience as a front desk or reservations agent.
Opera Cloud knowledge.
Hospitality degree.
Fluency in Spanish or French; bilingual or multilingual ability is a plus.

Responsibilities

Ensure the reservations and concierge desk is covered and maintained at all times.
Welcome guests and complete check-in and check-out procedures.
Greet arriving guests efficiently and warmly, use their names when possible, and arrange timely luggage delivery.
Use computer systems to create or edit reservations, run daily reports, and monitor room rates and availability.
Review arrivals and departures for guest preferences and coordinate with Food and Beverage, Kitchen, Housekeeping, Maintenance, and Valet to support guest satisfaction.
Respond professionally and hospitably to guest interactions and requests in person, by phone, or by email.
Resolve complaints, answer inquiries about hotel services and operations, personnel, events, and directions, and accommodate special requests when possible.
Make courtesy calls to guests, record responses in the appropriate logbooks, and follow up as needed.
Post and adjust charges and information on folios and accounts, provide supporting documentation to Financial Services, and accurately settle bills by credit card or cash.
Process internal and external calls by redirecting them or assisting callers.
Assist with overnight in-suite dining order taking and delivery.
Follow The Ivy Standard Operating Procedures, including hotel service procedures and communication standards.
Work professionally and harmoniously with coworkers, supervisors, and managers; assist the Concierge, Bell Staff, Room Service, Maintenance, and Housekeeping departments when needed due to absence or heavy volume.
Handle and distribute emails, voice messages, and written messages for hotel personnel and guests.
Handle emergencies and work independently.