Reports To: Front Office Leadership / Assistant General Manager / General Manager

Position Summary: The Front Desk Agent is responsible for providing exceptional service to

guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins

and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

_____________________________________________________________________________

Essential functions: Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Greet and welcome guests upon arrival, ensuring a warm and positive first impression.

Register guests into the hotel’s system, verifying reservation details, address, and

payment information.

Promote and enroll guests in the hotel’s loyalty program, providing recognition and

benefits to members.

Process payments during check-in and check-out, manage a house bank, and

accurately report daily receipts.

Assist guests with service requests, such as issuing keys, handling safety deposit boxes,

and posting miscellaneous charges.

Respond promptly and effectively to guest complaints, providing solutions and escalating

as necessary.

Answer telephone calls courteously, providing accurate information and service.

Handle reservations with efficiency and accuracy.

Assist guests with luggage upon arrival and departure.

Be knowledgeable about the local area, hotel services, and amenities, providing helpful

information to guests.

Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and

faxes.

Be aware of and prepare for incoming VIP guests.

Follow all company Standard Operating Procedures and perform additional tasks as

directed by the General Manager.

Exhibit a positive and cooperative attitude as part of the team.

Communicate effectively with coworkers and contribute to a supportive work

environment.

Handle and account for keys properly.

Understand and adhere to emergency procedures and security policies.

Ensure the confidentiality and protection of guest room numbers.

Promote hotel amenities and upgrades to guests to enhance their experience and

increase revenue.

Must maintain a neat, clean, and well-groomed appearance in accordance with company

standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

Strong verbal and written communication skills.

Basic computer skills.

Knowledge of the hotel, its services, and the surrounding area.

Ability to stand for extended periods, up to 8 hours.

Ability to lift up to 15 lbs on occasion.

Willingness to work flexible schedules, including nights, weekends, and holidays, as

required by the business needs.

This description is a summary of primary responsibilities and qualifications. The job description is not

intended to include all duties or qualifications that may be required now or in the future.

Reports To: Housekeeping Leadership Team / Assistant General / Manager and General Manager

Position Summary: The Housekeeper is responsible for maintaining the cleanliness and

appearance of guest rooms and public areas within the hotel. The primary focus is on ensuring

a welcoming, clean, and comfortable environment for all guests.

_____________________________________________________________________________

Essential functions: Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Clean and reset guest bedroom and bathroom areas according to established standard, using provided chemicals and cleaning equipment properly and safely

Maintain cleanliness of hallways and common areas as assigned.

Perform other duties as requested, such as cleaning unexpected spills or completing special guest requests.

Assist other housekeeping associates in maintaining clean and organized work and public areas.

Participate in the hotel’s carpet care program by spotting carpet during room cleaning.

Report any maintenance issues or needs to the Supervisor.

Stock and maintain housekeeping carts and linen storage rooms.

Complete “room assignment sheet” accurately, documenting completed tasks and any issues encountered.

Respond promptly to guest complaints or special requests, ensuring guest satisfaction.

Follow proper procedures for entering guest rooms, ensuring guest privacy and security.

Greet guests with a smile, make eye contact, and offer friendly assistance when interacting.

Adhere to all company policies and procedures related to safety and security, including proper handling and storage of keys and lost and found items.

Be knowledgeable of policies regarding emergency procedures and bloodborne pathogen protocols.

Communicate effectively with coworkers and other departments, contributing to a supportive work environment..

Qualifications:

Education: High School diploma or equivalent preferred.

Experience: No prior experience required; hospitality experience is a plus.

Basic communication skills, both verbal and written.

Must be able to stand and exert well-paced mobility for up to 8 hours.

Must be able to lift up to 30bs on a regular and continuing basis.

Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks.

Must maintain a neat, clean, and well-groomed appearance according to company standards.

Flexibility to work varying schedules, including nights, weekends, and holidays.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.

Reports To: Housekeeping Leadership Team / Assistant General / Manager and General Manager

Position Summary: The Housekeeper is responsible for maintaining the cleanliness and

appearance of guest rooms and public areas within the hotel. The primary focus is on ensuring

a welcoming, clean, and comfortable environment for all guests.

_____________________________________________________________________________

Essential functions: Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Clean and reset guest bedroom and bathroom areas according to established standard, using provided chemicals and cleaning equipment properly and safely

Maintain cleanliness of hallways and common areas as assigned.

Perform other duties as requested, such as cleaning unexpected spills or completing special guest requests.

Assist other housekeeping associates in maintaining clean and organized work and public areas.

Participate in the hotel’s carpet care program by spotting carpet during room cleaning.

Report any maintenance issues or needs to the Supervisor.

Stock and maintain housekeeping carts and linen storage rooms.

Complete “room assignment sheet” accurately, documenting completed tasks and any issues encountered.

Respond promptly to guest complaints or special requests, ensuring guest satisfaction.

Follow proper procedures for entering guest rooms, ensuring guest privacy and security.

Greet guests with a smile, make eye contact, and offer friendly assistance when interacting.

Adhere to all company policies and procedures related to safety and security, including proper handling and storage of keys and lost and found items.

Be knowledgeable of policies regarding emergency procedures and bloodborne pathogen protocols.

Communicate effectively with coworkers and other departments, contributing to a supportive work environment..

Qualifications:

Education: High School diploma or equivalent preferred.

Experience: No prior experience required; hospitality experience is a plus.

Basic communication skills, both verbal and written.

Must be able to stand and exert well-paced mobility for up to 8 hours.

Must be able to lift up to 30bs on a regular and continuing basis.

Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks.

Must maintain a neat, clean, and well-groomed appearance according to company standards.

Flexibility to work varying schedules, including nights, weekends, and holidays.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.

_____________________________________________________________________________

Essential functions: Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

Oversee all hotel operations, including front desk, housekeeping, maintenance, and food and beverage (if applicable).

Ensure compliance with brand standards and Ivy Hospitality policies.

Monitor and manage daily financial performance, including budgeting, forecasting, and cost control.

Effectively manage and control all operational expenses including labor, overtime, supplies etc., enforce procurement guidelines, and seek and implement cost saving strategies.

Lead, mentor, and develop a team including Assistant General Managers, Executive Housekeepers, Maintenance Technicians, and F&B staff.

Foster a positive, inclusive, and collaborative work environment.

Conduct regular performance reviews, provide coaching, and implement professional development plans.

Ensure exceptional guest service standards are consistently met.

Address and resolve guest complaints and issues promptly and effectively.

Monitor guest feedback and implement improvements to enhance guest satisfaction.

Collaborate with sales and revenue leaders to develop and execute strategies to maximize occupancy and revenue.

Participate in local market sales activities and community events to promote the hotel.

Analyze market trends and competitor performance to inform pricing and promotional strategies.

Ensure the hotel complies with all local, state, and federal regulations.

Implement and monitor health and safety protocols to ensure a safe environment for guests and staff.

Maintain accurate records and documentation as required by law and company policy.

Qualifications:

Education: College of higher level education

Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.

Minimum of 3 years of progressive hotel management experience, preferably within Hilton or Marriott brands.

Proven leadership skills with the ability to inspire and motivate a diverse team.

Strong financial acumen and experience with budgeting, forecasting, and cost control.

Excellent communication and interpersonal skills.

Ability to work collaboratively with sales, revenue, and other hotel departments.

Hands-on management style with a commitment to delivering high-quality guest experiences.

This description is a summary of primary responsibilities and qualifications. The job description is not

intended to include all duties or qualifications that may be required now or in the future.

Reports To: Front Office Leadership / Assistant General Manager / General Manager

Position Summary: The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

_____________________________________________________________________________

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Greet and welcome guests upon arrival, ensuring a warm and positive first impression.

Register guests into the hotel’s system, verifying reservation details, address, and payment information.

Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.

Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.

Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.

Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.

Answer telephone calls courteously, providing accurate information and service.

Handle reservations with efficiency and accuracy.

Assist guests with luggage upon arrival and departure.

Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.

Manage guest requests for laundry, messages, wake-up calls, mail, and faxes.

Be aware of and prepare for incoming VIP guests.

Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.

Exhibit a positive and cooperative attitude as part of the team.

Communicate effectively with coworkers and contribute to a supportive work environment.

Handle and account for keys properly.

Understand and adhere to emergency procedures and security policies.

Ensure the confidentiality and protection of guest room numbers.

Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.

Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

Strong verbal and written communication skills.

Basic computer skills.

Knowledge of the hotel, its services, and the surrounding area.

Ability to stand for extended periods, up to 8 hours.

Ability to lift up to 15 lbs on occasion.

Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Operate equipment necessary to sort, wash, dry, and fold hotel linen.
Maintain an acceptable state of cleanliness and organization throughout the entire work area, ensuring compliance with health standards.
Perform general cleaning tasks using standard hotel cleaning products, adhering to health standards.
Respond promptly to special guest requests, such as cleaning unexpected spills.
Assist other housekeeping associates in maintaining clean and organized work and public areas.
Follow correct procedures for entering a guest room, ensuring minimal disturbance.
Maintain a quiet environment on guest floors, especially in the morning hours, to enhance guest satisfaction.
Handle special requests properly, demonstrating a commitment to guest satisfaction.
Show care and consideration for co-workers’ rooms, carts, and equipment.
Operate all laundry equipment safely and correctly.
Be knowledgeable of policies regarding emergency procedures and safety protocols.
Use all chemicals and cleaners properly, following safety guidelines.
High school diploma or equivalent education preferred.
No prior experience required, but hospitality experience is desired.
Must be able to speak and understand the primary language(s) used in the workplace.
Basic computational abilities and good communication skills, both verbal and written.
Ensure all guest interactions are conducted in a courteous and professional manner, aligning with company standards.
Collaborate with other departments to ensure seamless service delivery and enhance overall guest satisfaction
Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
Participate in daily hotel operations meetings and contribute to the overall hotel strategy.
Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.

Qualifications:

Education: High school diploma or equivalent education preferred.
Experience:  Hotel experience preferred

Ability to work indoors in moderate and controlled temperatures; however, must be able to work in extreme temperatures in laundry rooms.
Must be able to stand and exert well-paced mobility for up to 8 hours in length.
Regularly lift up to 40 lbs and push/pull carts weighing up to 250 lbs.
Must be able to bend, stoop, squat, and stretch to fulfill cleaning/inspection tasks.
Requires manual dexterity to use and operate all necessary equipment.