Job Description
OVERNIGHT CONCIERGE - PT
Schedule: PART TIME 10:30 PM - 7:00 AM
DESCRIPTION AND QUALIFICATIONS
The Ivy Hotel is known for exemplary, best-in-class service. At The Ivy, the Overnight Concierge/Guest Services Agent’s role is unique, challenging, creative and rewarding. The Concierge is in many ways the visible heart and head of The Ivy, interacting with guests and all other hotel departments at the highest level of hospitality with genuine warmth, courtesy, and professionalism.
The Ivy is hiring a self-motivated, reliable person who is able to perform multiple tasks with limited supervision. Preferred candidates will have an eagerness to surpass guest expectations, anticipate guest needs and complete responsibilities in a timely, organized and thoughtful manner. The right candidate for the position will understand the importance of confidentiality, and will demonstrate a high level of respect to both fellow co-workers and guests. All staff must maintain a clean, neat appearance and be comfortable interacting with guests. Shifts require flexibility and include weekends and holidays. In addition, he or she must be able to function in both Rooms and Food & Beverage operations. Previous experience in a hospitality setting is strongly preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
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Provide highly personalized hospitality to create a heartfelt sense of welcome and community
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Greet and provide orientation for first-time visitors, guide them to the restaurant, spa, and fitness room. Welcome back repeat guests as members of the Ivy family
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Interact with all guests with utmost courtesy and efficiency, moving out from behind the front desk to open doors and assist as needed
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Proactively anticipate the needs of the guests to create ‘moments of magic’
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Personalize the delivery of service, using intuition, perception, and creativity. Personal services may include, but are not limited to restaurant reservations, recreation requests, floral orders, in-room spa services, shoe shines, etc.
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Maintain a current knowledge of Baltimore attractions: local restaurants, shopping, cultural attractions, history tours, and special events (concerts, theater, sporting events, etc.)
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When requested, create a personalized itinerary, make reservations, and remind guests of scheduled events and appointments
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Be able to give clear, concise directions, whether the guest will be walking, driving, or using house transportation
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Listen attentively to all guest questions, concerns and suggestions, implement prompt positive action, and follow up to assure successful resolution
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When guests are using the public rooms, provide unobtrusive oversight, and occasionally check with them to see if their needs are met
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Answer calls to assist both guests and associates; duties to include but not limited to room service, wake-up calls, security and all aspects of hotel operations.
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Perform Night Audit duties/closing dates for both POS/PMS.
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Prepare Check-In Package and set the AM Shift for success.
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Maintain accurate records while performing basic duties including, but not limited to, camera monitoring, shift activity log, and employee/guest interactions.
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Balance the bank at the end of the shift.
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Interact with guests to answer questions and assist guests in all capacities including those that need privacy when entering/exiting the hotel through the heart of the house areas.
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Maintain confidentiality when dealing with sensitive guest or associate issues.
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Patrol hotel property to ensure the safety of guests and employees and to protect all hotel assets.
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Assist hotel management in emergency situations by knowing all hotel safety procedures and leading/directing guests and associates to safety.
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Assist overnight houseman where necessary, including but not limited to; helping with guest luggage, directions, room service, and valet.
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Respond to sometimes simultaneous requests calmly and professionally, whether telephone calls, guests at the desk, etc. Flexibility, quick thinking, and the ability to multitask are essential
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Maintain a consistent presence at the Concierge desk, and keep it neat and organized
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Make regular inspections of the first-floor public rooms to ensure they are attractive and well-maintained. Clear away used glasses, teacups, newspapers, etc.
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Use professional telephone etiquette in handling internal and external guest requests
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On a daily basis, provide updates, edits, reviews, and additions to the electronic guest history database (guest preferences, birthdays, anniversary and other special dates, restaurants, service providers, etc.)
EDUCATION and/or EXPERIENCE
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A minimum of two years of prior hospitality experience is preferred. Some higher education or vocational training specializing in a luxury setting is a plus
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Previous Concierge experience preferred but not essential
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Excellent geographic knowledge of the surrounding area
PERSONAL ATTRIBUTES
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Flexibility to work different shifts including but not limited to weekends and holidays
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A genuine aptitude for and wish to serve and be helpful to both hotel guests and other members of The Ivy team
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A sincerely friendly, approachable, and professional manner and demeanor, and excellent personal grooming
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Strong computer skills, and the ability to accurately handle cash and charges.
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Proficiency with electronic resources such as Internet search, Outlook, Word, OpenTable, and PMS/POS systems
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Able to work well independently, sometimes under pressure, multitask, self-start, take initiative and use good common sense and judgment
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Demonstrate excellent communication, organizing, decision-making, and interpersonal skills. Personal integrity and absolute discretion to maintain guest privacy are essential
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Must have a clean driving record and assist Valet when necessary.
PHYSICAL DEMANDS
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Ability to stand for long periods, walk, sit, talk, and use the phone, and lift up to 40 pounds. Close and distance vision are required
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Must be able to stand and walk for up to 8 hours per shift.
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Must be able to communicate effectively by telephone, email, radio and reporting
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Must be able to reach various areas of the hotel at a rapid pace if necessary
BENEFITS
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Paid Vacation and Holidays
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Medical and Dental Insurance
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Short and Long Term Disability Insurance
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Basic and Optional Life Insurance
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Retirement Savings Plan
About The Ivy Hotel
At The Ivy Hotel, our staff makes every effort to give each guest an outstanding experience, whether they’re here for dinner or an extended stay. We strive to maintain our reputation for sterling service, and are always looking for exceptional staff members ready to join the team at our historic Mount Vernon hotel, located in Baltimore, Maryland.
Rich in history, world-class hospitality and generous luxuries from the moment guests arrive, The Ivy is an otherworldly oasis, unlike any other urban hotel. The first and only Relais & Châteaux property in Maryland, The Ivy Hotel is where the most exclusive luxuries meet the most inclusive room rates to deliver the only experience of its kind in the world. Complimentary libations, both self-serve and upon request, afternoon tea with tiers of sweet and savory treats, in-room delicacies and special nightly turndown delights, made-to-order breakfast wherever you fancy, a chauffeured car service, gratuity and more are all included in one seamless room rate.
The 17-room Mount Vernon mansion defies the traditional luxury hotel experience by inviting guests to make the house their own magnificent home in every sense of the word. Similar to a European countryside chateau, the property’s mystique comes from a combination of history dating back to 1889 and curated treasures collected from around the world. Each room, from the public spaces like the Conservatory and Library to the nine suites and eight bedrooms, is a completely different work of art. Just like the all-embracing warmth of Baltimore, The Ivy is a place for guests to slow down and nurture their true selves.
The Ivy Hotel is an Equal Opportunity Employer. All employment offers are contingent upon successful completion of a background check, and pre-employment drug test conducted in accordance with applicable federal, state and local laws. The Ivy Hotel is a COVID-19 Vaccinated workforce and employment is contingent upon proof of full vaccination within 30 days of the start date.
Job Tags
Holiday work, Temporary work, Part time, Local area, Shift work,