BASIC FUNCTIONS AND RESPONSIBILITIES: 

The Desk Clerk performs receptionist and customer service work helping to represent Mohonk Mountain House in the best way possible as they often serve as the guest’s first impression of the resort.  The Desk Clerk is responsible for checking guests in/out of rooms graciously, efficiently, and accurately.  They are responsible for processing charges and payments and demonstrating knowledge of billing and payment options.   The ideal candidate would be courteous, self-motivated, friendly, and detail-oriented and provide accurate information about all resort amenities and services.   Computer proficiency and the ability to effectively communicate via telephone, email, and in person are essential. 

ESSENTIAL JOB FUNCTIONS: 

• Process guest check-ins using established resort procedures. Verify registration cards for the correct information and obtain guest signatures and any necessary paperwork.
• Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.
• Promote and recognize customer loyalty and provide exceptional service.
• Set-up guest reservation billing accounts for each person checking-in according to requests/requirements (shares, separate room rates/tax/incidentals, routing, comps)
• Collect information for guest billing, including tax exempt status information, credit card, check, or cash
• Assist customers with questions regarding their existing reservations.  Make future reservations
• Understand reservation codes, other input codes, and special traces.
• Enter and confirm reservations in the property management system with the utmost accuracy and detail to capture important information.
• Generate and communicate daily traced requests, special attention guests, and VIPs for the front desk and other departments.
• Make Dining Reservations for hotel guests of the resort.
• Prepare key packets and registration card arrival boxes for reserved designated group business.
• Organize guest registration cards by filing all cards accurately in room number order.
• Provide information to guests on luggage storage, parking and retrieval of vehicles, and loading of luggage into cars for departure.
• Maintain a complete knowledge of all resort features, services, and activities (i.e. hours of operation, daily house counts, number of arrivals and departures, scheduled group and transient events, room availability, room types, rates, promotions, and amenities, locations of services and facilities).
• Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.   
• Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
• Understand and comply with resort and departmental policies and procedures including required uniform and dress code policies. Maintain a professional, neat, and well-groomed appearance and wear required department-issued uniform.
• Provide professional customer service with a desire to exceed, including exceptional verbal and written communication skills.
• Demonstrate computer proficiency with Microsoft Office software (Outlook, Word, and Excel). OPERA Software knowledge a plus. 
• Utilize Payment Card Industry (PCI) compliance standards to protect credit card and personal information.
• Attend required coaching and training sessions as scheduled to review service quality and productivity.
• Maintain a complete knowledge of: All resort features, services, and activities, along with hours of operation; Daily house counts, along with arrivals and departures; Scheduled group and transient activity sheets; Room availability; Room types, rates, promotions, and amenities; Dining locations and hours of operations.
• Answer telephone calls and emails in a clear and professional manner using the correct greeting and grammar usage.
• Transfer special unrelated front desk telephone calls to the appropriate departments 
• Advise guests of messages (telephone, fax, etc.) and package deliveries.
• Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
• Maintain an assigned cash bank and insure accuracy of contracted amount.  Follow proper accounting procedures for deposits, refunds, rate adjustments, and end of shift audits.  Adhere to cashiering and accounting policies.
• Process adjustment vouchers, paid-outs, miscellaneous charges, and room charges.  Cash guests personal checks according to Mohonk Mountain House procedure. Settle guest room accounts.
• Perform an audit via Opera (PMS) programming (balance receipts) and return bank at close of shift in accordance with Mohonk Mountain House standards.  
• Take information on shopping orders and relay information to the Guest Services Shopper.
• Process guest and employee dry cleaning requests accurately according to procedures.  Inspect and confirm receipt of laundry from the cleaner. 
• Provide transportation information and directions to guests. Book trip arrivals and departures via Mohonk Mountain House Transportation.
• Follow opening and closing procedure checklists.
• Document guest requests, concerns, and needs; and immediately communicate with appropriate departments/personnel. Follow-up to make sure the guest is satisfied with the resolution using Mohonk Mountain House Second Effort procedures.
• Keep a clean and neat work station, restock office supplies and paper supplies as necessary.
• Work in office setting subject to continuous interruptions and background noises. 
• Work extended periods of time viewing a computer video monitor and input information with a keyboard.
• Work under stress from contact with public, demanding deadlines and changing priorities and conditions. Maintain a calm demeanor when under pressure.
• Maintain professional composure and use good manners on the telephone and in person.
• Be dependable, responsible, and punctual and; and maintain good attendance. 
• Learn and effectively process job responsibilities efficiently and confidently.
• Demonstrate organizational skills, proofreading skills, an attention to detail, and produce well-written, error-free copies.  
• Work productively and efficiently with or without supervision when performing routine tasks.
• Maintain a flexible work schedule including days/nightsweekdays/weekends, holidays, and during peak periods of business.
• Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees.  Hear verbal instructions, directions and warnings.
• Escort guests and show various room types.  
• Lift up to 15 pounds (i.e. brochure, folio paper, registration card, and envelope boxes) from ground level to above head and carry distance of up to 100 feet with/ without assistance.  Walk up to 3 miles per day.
• Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, or stand for up to 5 hours at a time.  Navigate up to six flights of stairs.
• Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
• See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. 
• Maintain focus on the job task at hand to think clearly and quickly.

QUALIFICATIONS: 

• High school diploma or equivalent required
• Hospitality or customer service experience required or degree in hospitality, business finance, or accounting.
• Cashiering or banking experience preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

BASIC FUNCTIONS AND RESPONSIBILITES:

Supervises the operational aspects of the stables program including horseback riding, pony rides, carriage operation, corporate events, public relations, staffing, expense control, and sales; maximizing revenue while maintaining a high quality of safety and service. This person will respond quickly and appropriately to satisfy all guest and staff requests while promoting a positive and safe experience. The Stables Supervisor is an active member of the recreation team who responds to all issues of departmental concern within the framework of the operation of the total hotel.

ESSENTIAL JOB FUNCTIONS:

•Oversee daily operations of the stable in absence of Stable Manager including: staff, rides, reservations, accounting procedures, and animal care.
•Demonstrate competency as horseback rider with ability to mount horse from the ground.
•Arrive prepared, on time, and ready to work; maintain good attendance.
•Display good horsemanship and have a strong fundamental background in horse ailments, conditions, and traits.
•Demonstrate “Horse sense” and interpret herd behavior.
•Assess rider’s abilities and horse behaviors in response to riders’ actions.
•Maintain a structured working environment for staff.
•Supervise and train stables personnel.
•Ensure all riders have accurately signed waiver form and payment receipt.
•Communicate instructions clearly and effectively in an ever-changing/active situation that guests of any age can understand.
•Explain proper safety procedures during the mounting and dismounting process; accurately fit guests to their saddles, stirrups, helmets and other equipment.
•Tack or harness animals prior to (or at end of) carriage or trail ride, completing a safety check of the equipment every time and maintaining equipment condition and appearance.
•Organize horse and riders in trail (lineup) groups in an efficient and safe manner.
•Learn trail routes and historical/interesting facts about Mohonk Mountain House and the surrounding area.
•Encourage, display, and role model proper riding form at all times.
•Follow grooming, feeding/watering schedules for each animal.
•Dispense, inject (IV and IM), and apply prescribed medications and treatments to animals with accurate, detailed, record keeping.
•Detect and eliminate/reduce potential hazards from and around the trail system and barn area.
•Clean barn, riding arena, paddock, courtyard, and trail system using a golf cart or wagon.
•Lead horses to and from paddocks and riding arena, lead another horse while riding a horse.
•Lead trail rides and drive carriages for up to 3 consecutive hours.
•Lead pony ride for our guests as young as 2 years of age up and down moderate inclines.
•Load hay in/out of the hayloft of barn.
•Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, climb up/down ladders or stand for up to 5 hours at a time.
•Lift up to 75 pounds from ground level to waist level and carry a distance of up to 100 yards with/ without assistance. Walk up to 7 miles per day.
•See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
•Work in a manner that will not endanger self or others.
•Handle stressful, noisy, crowded, distracting, and emergency situations calmly, with a level head; including situations involving heights or closed in areas.
•Work in a hot/cold climate for extended periods of time.
•Maintain a consistent attitude, cheerful, positive, and “can do”. Speak positively about Mohonk, guests, and coworkers.
•Multi-task and pay attention to operational details while being attentive to guests. (Safety patrol of the barn and surroundings)
•Respond, in an encouraging manner, with alternate solutions to meet the guests’ needs or requests; show initiative and take action with an appropriate level of independence.
•Show interest and patience while working with young or adolescent children and novice rider.
•Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
•Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff.
•Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
•Maintain a flexible work schedule including days/nights, overnights, weekdays/weekends, holidays, and during peak periods of business.
•Answer phones in a clear, professional manner, and retrieve voicemails; capable of returning calls, taking precise written messages, processing payment, and follow through.
•Give accurate information, face to face, and over the phone. Maintain a complete knowledge of: All stables offerings, policies, and pricing; resort features; activities; and hours of operation.
•Operate POS cash register, record allocations of skate usage, differentiate the denominations of U.S. currency and coins, and make change in a timely manner during a transaction.
•Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards of cleanliness.
•Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
•Speak clearly in front of groups of up to 20 persons; communicate well so that guests of any age can understand.
•Energy , initiative, creativity , and willingness to try new approaches and techniques.
•Memorize names of plants, animals, names of guests, and horses/mules.
•Analyze problems and develop and implement action plans to address problems.
•Prepare administrative reports in a clear, logical manner.
•Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
•Develop and implement innovative and interesting programs.
•Take reservation and billing information using computer based program with utmost accuracy and detail.
•Establish and maintain positive guest relations and a peaceful riding and/or carriage experience.
•Wear proper protective equipment appropriate to the task being performed.
•Clearly communicate results of efforts, problem resolution steps, and completed tasks verbally and in writing
•Work independently and as part of a team.
•Take charge of the staff as regards the upkeep and appearance of the barn area, surroundings, animals, and equipment.
•Assist and oversee the feeding/watering schedules and menu for each animal.
•Dispense and apply prescribed medications and treatments to animals.
•Develop and enforce trail routes, exercise routines, and breaks for animals.
•Oversee farrier and vet visits.
•Available for after hours emergency horse care.
•Monitor staff schedule, time clock punches, and scheduled breaks daily.
•Oversee schedule of daily staff and assignment of riders to horses based on level of ride and skill of riders.
•Assist in scheduling of all stables business including; riding, carriages, private events; coordinates through the appropriate Mohonk departments including: Guest Services, Information Desk, Gatehouse, and Recreation.
•Lead daily staff shift briefing.
•Assist in evaluating staff during the appraisal process.
•Maintain the daily reservation books; create times with flexibility and knowledge of the regular scheduled daily offerings

QUALIFICATIONS:

•Valid Driver’s License and at least 21 years of age, or 20 years of age with at least two years of licensed driving experience.
•CHA certification a plus
•A.A. or B.S degree in Equine Science is helpful
•Minimum of 4 years experience in a public/private stables operation with a proven record of increasing responsibility
•Current standard First Aid and CPR preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.