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BASIC FUNCTIONS AND RESPONSIBILITIES:
Maintains, organizes, and cleans all necessary items and areas in the Spa. Ensures all supplies guests use are restocked and all areas are continuously monitored for cleanliness.
ESSENTIAL JOB FUNCTIONS:
- Wear Proper Protective Equipment when performing tasks that recommend such equipment.
- Operate vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
- Identify safety hazards, report, and follow up to see that corrective action is taken.
- Inform supervisor of hazardous situations, emergencies or threats to the security of guests, employees, or hotel assets.
- Demonstrate organizational skills.
- Work productively with or without supervision when performing routine tasks.
- Prioritize and meet deadlines in a fast-paced dynamic environment.
- 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.
- Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
- Develop and maintain positive working relationships with other staff.
- Attend events, programs, and trainings as needed to enforce and support Mohonk Mountain House policies and culture.
- Attend trainings as needed to develop work knowledge and safety.
- 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 50 pounds from ground level to four feet and carry a distance of up to 50 feet with/without assistance. Walk up to 3 miles per day.
- Maneuver carts or dollies safely with loads up to 200 pounds through passageways, elevators, or outdoors up to 100 feet.
- See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- Work under stress from contact with public, demanding deadlines, and changing priorities and conditions.
- Clean designated areas according to set guidelines and protocols.
- Work outdoors and exposed to natural elements.
- Fold laundry as specified to type ranging from small items such as washcloths to large blankets and towels.
- Operate laundry equipment effectively and within specified guidelines.
- Sort soiled laundry appropriately and efficiently.
- Complete shift check list for duties assigned for opening or closing shifts.
- Sanitize touch point areas wearing appropriate protective equipment and complete check list daily.
- Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards.
- Report damaged or missing furnishings or decorative items.
- Complete guest and staff requests in a timely manner. Report to a supervisor if a request will not be completed in a timely manner.
- Attend daily shift briefing.
- Complete routine and when necessary deep cleaning of areas as required.
- Sanitize hydrotherapy tub as needed following protocols and wearing protective equipment.
- Stock tea bars, guest locker room amenities, supply closets, and towel storage as assigned.
- 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.
- Act calmly and effectively in emergency situations.
- Analyze problems and develop and implement action plans to address problems.
- Demonstrate high moral character in handling lost items and valuables turning them in immediately to designated lost and found area.
- Demonstrate excellent interpersonal and communication skills in dealing with guests and staff.
QUALIFICATIONS:
- Valid Driver’s License and at least 21 years of age with at least two years of licensed driving experience.
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.
- Full Time
- Immediately
- New Paltz, NY 12561
- 5/6/24
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.
- Part Time
- Immediately
- New Paltz, NY 12561
- 5/30/24