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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
BASIC FUNCTIONS AND RESPONSIBILITIES:
Responsible for check-in and check-out of hotel guests courteously and efficiently while maintaining a high level of guest satisfaction. Maintain the resort’s communication by processing incoming and outgoing calls for guests and employees. Responds to emergency situations in a calm, efficient manner by following Mohonk’s Emergency Guide and Response Manuals. Responsible for accounting functions as they relate to processing the business day and accompanying reports.
ESSENTIAL JOB FUNCTIONS:
•Represent Mohonk to the guest so as to promote customer loyalty and provide an exceptionally high level of service.
•Understand and comply with resort and departmental policies, procedures, and customs including required uniform and dress code policies.
•Provide professional customer service with a desire to exceed including exceptional verbal and written communication skills.
•Answer telephone calls and emails in a clear and professional manner using the correct greeting and grammar usage.
•Transfer incoming telephone calls to the appropriate extensions and departments.
•Display effective computer literacy skills and be familiar with Microsoft Office software (Outlook, Word, and Excel). OPERA Software knowledge a plus. Use 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.
•Understand proper accounting procedures for deposits, refunds, rate adjustments, and end of shift audits.
•Understand reservation codes, other input codes, and special traces.
•Adhere to cashiering and accounting policies.
•Process adjustment vouchers, paid-outs, miscellaneous charges, and room charges.
•Cash guests personal checks via established Mohonk procedure.
•Settle guest room accounts.
•Count a bank and ensure proper amount is present.
•Perform an audit via Opera (PMS) programming (balance receipts) then put cash envelope (with witness present) in the drop safe.
•Process guest check-ins using established resort procedures. Ability to verify registration cards for the correct information and obtain guest signatures and any necessary paperwork.
•Maintain a working knowledge of, but not limited to: Avaya PBX System, Portable Radio System, Paging System, Opera PMS software, Reservations Assistant software.
•Communicate clearly in a precise manner on the telephone, paging system, pagers, and in person with a clear and pleasant speaking voice.
•Operate the emergency alarm notifier and/or implement appropriate emergency procedures and remain calm in an emergency situation.
•Analyze problems and develop and implement action plans to address problems.
•Act as the Manager on Duty (MOD) in the event of an emergency until the on-call overnight MOD arrives on the scene.
•Record and maintain the Second Effort log for maintenance, housekeeping, and conference services requests and follow-up to guest and employee request/issues.
•Log/write and deliver incoming/outgoing messages/faxes for guests and employees.
•Access all functions of the property management software as it relates to guest service/information to answer questions.
•Reserve day-of dinner reservations for overnight guests.
•Work well with guests and fellow employees to resolve complaints/issues in a positive manner.
•Demonstrate enjoyment working with people in a service position.
•Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards.
•Remain stationary at assigned posts for extended periods of time either standing or sitting.
•Lift as much as 20 pounds from ground level to waist level and carry a distance of up to 50 feet with/ without assistance. Walk up to 5 miles per day.
•See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
•Read a computer monitor and enter pertinent data into the computer with a keyboard.
•Hear requests from guests as well as co-workers and management.
•Maintain focus on the job task at hand to think clearly and quickly.
•Flexible with work schedule.
•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.
•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.
•Be dependable, responsible, and punctual and; and maintain good attendance.
•Learn and effectively process job responsibilities efficiently and confidently.
•Demonstrate good organization skills and attention to detail efficiently.
•Maintain a professional, neat, and well-groomed during work shifts.
QUALIFICATIONS:
•Prior hospitality or customer service experience preferred
•Prior overnight shift experience preferred
•Prior experience with PBX or similar communication consuls preferred
•High School Diploma
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
BASIC FUNCTIONS AND RESPONSIBILITIES:
Prepares and serves beverages and/or food to guests in a friendly, courteous and timely and manner, resulting in guest satisfaction. Prepares beverages for other servers to supply to guests, and act as cashier for the outlet.
ESSENTIAL JOB FUNCTIONS:
•Perform a variety of tasks related to beverage service, including the control and limit of waste, and the filling out of requisitions as needed.
•Maintain proper and adequate set-up of bar. This includes requisitioning and stocking of all beer, wine, spirits, glassware, paper products, straws and stirrers, condiments and produce based on projections from the daily functions sheet and transporting required items from storage area to appropriate work station.
•Maintain stock, cut, and store all fresh fruit and vegetable garnishes, juices and other perishables daily to insure product quality.
•Greet guests in a courteous and friendly manner, promote and document orders for drinks. Mix, garnish and present drinks using standard ingredient recipes and practicing prudent portion control.
•Input orders into the point of sale and create a check for each guest, to maintain accountability of all beverages served. Ensure proper check handling and posting procedures (including handling of cash transactions).
•Receive cash from guests, make change as needed, verify validity of charges, record charges, and insure vouchers are properly executed, in order to balance all monies.
•Maintain confidentiality of guests’ personal information and use with discretion.
•Lock up and store all beverage, food and other equipment items, deposit cash drops and secure bank.
•Maintain complete knowledge of and strictly abide by New York State Alcohol Beverage Control Laws as well as Mohonk Mountain House Mountain House Alcohol Beverage Policy.
•Maintain complete knowledge of all beverage items, method of preparation, garnish, and method of presentation, as well as equipment and tools.
•Provide recommendations and suggestions aimed at enhancing the satisfaction of diners, such as recommendations about wine pairings.
•Open wine bottles and champagne table-side with waiter’s corkscrew, and present to guests.
•Negotiate stairs up and down while carrying full trays.
•Work under crowded and noisy conditions and navigate around guests with loaded trays.
•Provide proper service while serving wines and champagne, and have thorough knowledge of cocktails, spirits, and beer- including local selections.
•Ensure all guests that are served or who consume alcohol are at least 21 years of age. Check photo identifications of any guests whose age is questionable.
•Make a reasonable effort within the guidelines of the law to prevent intoxication in guests, prevent the serving of alcoholic beverages to underage minors, or serving alcoholic beverages to guests who are visibly intoxicated.
•Provide food service to Carriage Lounge and Spirits on the Sunset customers as required and remain up-to-date on menu offerings and service standards.
•Complete opening and closing side duties as assigned.
•Maintain standards of cleanliness for all bar areas as established by supervisor.
•Take responsibility for Mohonk Mountain House Mountain House equipment and supplies. Prevent loss or abuse.
•Think clearly and maintain good coordination while providing swift beverage service to guests.
•Remain organized and politely attend to the needs of multiple guests at one time. Prioritize and manage time effectively.
•Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
•Follow management’s instructions and suggestions – verbal as well as written.
•Work productively and efficiently with or without supervision when performing routine tasks. Work independently and cohesively as part of the team.
•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. Wear required footwear as approved by Food and Beverage Department standards.
•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, weekdays/weekends, holidays, and during peak periods of business.
•Develop and maintain positive working relationships with other staff.
•Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.
•Work in a manner that will not endanger self or others.
•Adhere to all of Mohonk Mountain House safety and security regulations.
•Operate vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
•Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
•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.
•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 counter and carry a distance of up to 100 feet with/ without assistance. Walk up to 7 miles per day.
•Maneuver carts or dollies safely with loads up to 350 pounds up and down stairs, elevators, through passageways or outdoors up to 200 feet.
•See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
•Act calmly and effectively in emergency situations.
•Analyze problems and develop and implement action plans to address problems.
•Taste sweet, sour, bitter, and salty and demonstrate a sense of smell.
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.
•Previous bartending and wine service experience.
•TIPS or other state-recognized Alcohol Awareness Training Certification 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.
- Immediately
- New Paltz, NY 12561
- 4/10/24