Reservations Agent

Relais & Châteaux•Baltimore, MD

About The Position

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

Requirements

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

Nice To Haves

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

Responsibilities

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