PM Concierge at RelaisChateaux in Baltimore, MD, United States

Job description

• The Ivy Hotel is seeking a Concierge to join our growing team. The ideal candidate is a proven team player with previous customer service experience, preferably within the hotel industry. The 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 able to sell all aspects of the hotel (Rooms, Restaurant, Spa, Meeting space).

Responsibilities

• Assures that the reservations & concierge desk is covered and maintained at all times
• Responsible for welcoming, check-in, and check-out of Guests
• Welcomes guests upon arrival in an efficient and friendly manner, using guest name whenever possible, and arranges for luggage to be delivered 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 (Food and Beverage, 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 operation, 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 bills accurately through credit card or cash transactions.
• Processes all external and internal calls either by redirecting calls or assisting the caller
• Assists with evening In Suite Dining order taking and delivery
• 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 - assists 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

Requirements

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

Skills

Required

• Detail-oriented
• Service-oriented
• Ability to multitask
• Outstanding guest service skills

Preferred

• Bi-lingual/multilingual
• Opera Cloud knowledge

Benefits

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