Reservations Agent

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 timesWelcomes 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 mannerUtilizes a variety of computer systems to create or edit reservations, run daily reports, monitor room rates and availabilityReviews arrivals and departures for guest preferences and works closely with other departments (Front Office, Kitchen, Housekeeping, Maintenance and Valet) to ensure perfect customer service & satisfactionHandles all guest interactions and responds to guest requests (in person, by phone or email) with the highest level of hospitality and professionalismResolves 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 possiblePerforms courtesy calls to guests and logs responses in corresponding logbooks making sure to follow up where necessaryPosts 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 shiftProcesses all external and internal calls either by redirecting calls or assisting the callerUnderstands the hotel identity, and upholds all service procedures and communication standards as outlined by The Ivy Standard Operating ProceduresWorks 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 departmentsHandle and distribute faxes, voice messages and written messages for personnel and hotel guests