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About the Role

Serve as the primary point of contact for Recreation, Spa, and Meal reservations for in-house guests, involving high levels of guest interaction. This role also acts as a liaison for staff seeking to enhance guest experiences and is responsible for maintaining information boards.

Responsibilities

• Serve as the primary point of contact for Recreation, Spa, and Meal reservations for in-house guests.
• Assist guests with reservations for activities.
• Serve as a contact point for staff looking to provide guest experience enhancements.
• Coordinate and maintain Central Stairs information boards regarding content and appearance.
• Greet guests immediately with a friendly and sincere welcome.
• Use clear, understandable speaking voice and exercise judgment to respond to inquiries.
• Provide accurate information regarding outlet hours, local attractions, meeting rooms, car rentals, and airline shuttle service.
• Learn and retain current knowledge of all Mohonk Mountain House offerings for food and beverage, recreation, and other services.
• Learn and retain knowledge of Mohonk Mountain House history, family history, policies, and values.
• Demonstrate current knowledge of attractions, activities, and events in Ulster, Dutchess, and Orange Counties, and provide directions.
• Demonstrate basic knowledge of other attractions in the Hudson Valley Region and provide directions.
• Demonstrate basic knowledge of mass transportation and rental services to/from Mohonk Mountain House and the metro areas of New York, New Jersey, and Connecticut.
• Demonstrate familiarity with services and floorplans of Stewart, Albany, Westchester, JFK, Laguardia, and Newark airports, Port Authority Bus Terminal of NYC, and Grand Central Station.
• Have a basic understanding of the New York City Subway system.
• Work with external companies to arrange excursions to surrounding area attractions on behalf of the guest.
• Maintain current knowledge of reputable restaurants, bars, eateries, retail, and other services available in Ulster County.
• Create and consistently maintain a quality work environment conducive to "Legendary" service.
• Work in conjunction with Front Desk staff and other departments to accommodate guest information needs/services.
• Maintain open, concise, and consistent communication with management, co-workers, and guests.
• Book guest reservations for in-house dining, spa, recreation, and other services utilizing various reservation systems/point of sale.
• Enter and confirm reservations in systems with utmost accuracy and detail.
• Assist guests with questions regarding their existing reservations.
• Process special requirements and needs for guests through proper channels.
• Work productively and efficiently with or without supervision when performing routine tasks.
• Take responsibility for guest concerns: listen, empathize, apologize, resolve, and never prove the guest wrong.
• Maintain confidentiality and use discretion and proper judgment in all matters.
• Perform basic mathematical skills including addition, subtraction, multiplication, and division.
• Perform and record cash/credit transactions accurately.
• Demonstrate proper accounting procedures for deposits, refunds, rate adjustments, and end-of-shift audits.
• Work under stress from contact with the public, demanding deadlines, and changing priorities.
• Remain calm and alert during heavy resort activity.
• Plan and implement detailed steps using experienced judgment and discretion.
• Act calmly and effectively in emergency situations and maintain a full understanding of the Mohonk Mountain House Evacuation Plan.
• Demonstrate professional composure and use good manners on the telephone and in person.
• Answer and respond to telephone calls and emails promptly.
• Communicate in a clear and professional manner.
• Produce well-written and error-free emails and documents.
• Answer guest questions with accurate information.
• Demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation, speaking enthusiastically, and engaging with others.
• Participate in outbound sales communications.
• Achieve high call volume and conversion ratio based on goals.
• Speak, read, and write the English language and communicate clearly and congenially.
• Hear verbal instructions, directions, and warnings.
• Adhere to Mohonk Mountain House’s Dress and Grooming Standards.
• Present a neat, clean, and well-groomed appearance.
• Maintain a positive, professional image to customers.
• Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies.
• Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
• Work in active guest settings subject to continuous interruptions and background noises.
• Work up to five hours viewing a computer video monitor and/or operating a keyboard.

Requirements

• 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.
• At least 3 years of experience in a customer-focused work environment with proven problem-solving preferred.

Skills

• Proficiency with Windows-based operating systems.
• MS Word
• MS Excel
• MS Outlook
• Resort Suites
• Reservation Assistant
• NAVIS Applications & Software knowledge a plus.

Location

• Mohonk Mountain House

Work Type

• Full-time

Experience Level

• 3+ years customer-focused experience

About the Company

• Mohonk Mountain House is a historic resort offering a wide range of services and activities for guests.