Reservation Agent - Baltimore, MD 57283 https://inntrack.snaphire.com/job?jobmc=57283GOOGLE https://inntrack.snaphire.com/job?jobmc=57283GOOGLE
Careers at The Ivy Hotel Baltimore The Ivy Hotel Baltimore
Salary:

Location: Baltimore, MD 21202 USA

Type of employment : FULL_TIME

Industry: Hospitality
Department: Rooms & Reservations
Career Level: Experienced
Work Hours: Full-time

Date Posted:

Valid Through:

The Ivy Hotel is hiring a reservation agent. 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/multi-lingual is a plus). Must be detailed oriented, service-oriented, able to multi-task, and sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).

Primary Functions

  • Assures that 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:

Essential:

  • 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

 

Desirable:

  • 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.

Reservation Agent - Baltimore, MD

The Ivy Hotel is hiring a reservation agent. 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/multi-lingual is a plus). Must be detailed oriented, service-oriented, able to multi-task, and sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).

Primary Functions

  • Assures that 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:

Essential:

  • 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

 

Desirable:

  • 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.

Job Details

Reference # 57283
Posted on
Closes on
Property name The Ivy Hotel Baltimore
Location(s) Baltimore, MD
City Name
Department Rooms & Reservations
Career level Experienced
Hours/Status Full-time
Pay range ($low) 14.0
Pay range ($high) 16.0
Bonuses No
Benefits Medical, Dental, Vision, 401K, PTO, Employee Discount
More details (document)
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