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Tailor your resume to this Front Desk Clerk - Part Time, Year Round role.
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About the Role
The Desk Clerk serves as the first impression of Mohonk Mountain House, performing receptionist and customer service duties. This role is responsible for efficiently and accurately checking guests in and out, processing charges and payments, and providing information about resort amenities and services.
Responsibilities
- Process guest check-ins using established resort procedures, verifying registration cards and obtaining necessary signatures and paperwork.
- Answer guest questions accurately, demonstrating a friendly and helpful personality.
- Promote and recognize customer loyalty and provide exceptional service.
- Set up guest reservation billing accounts according to requests/requirements.
- Collect information for guest billing, including tax exempt status, credit card, check, or cash.
- Assist customers with questions regarding existing reservations and make future reservations.
- Understand reservation codes, input codes, and special traces.
- Enter and confirm reservations in the property management system with accuracy and detail.
- Generate and communicate daily traced requests, special attention guests, and VIPs.
- Make Dining Reservations for hotel guests.
- Prepare key packets and registration card arrival boxes for designated group business.
- Organize guest registration cards by filing them in room number order.
- Provide information to guests on luggage storage, parking, and vehicle retrieval.
- Maintain complete knowledge of all resort features, services, and activities.
- Learn and demonstrate the Mohonk Mountain House Service Steps with Service Strategies.
- Learn and retain knowledge of historical facts about Mohonk Mountain House.
- Understand and comply with resort and departmental policies and procedures, including uniform and dress code.
- Provide professional customer service with exceptional verbal and written communication skills.
- Demonstrate computer proficiency with Microsoft Office software.
- Utilize Payment Card Industry (PCI) compliance standards to protect credit card and personal information.
- Attend required coaching and training sessions.
- Answer telephone calls and emails in a clear and professional manner.
- Transfer telephone calls to the appropriate departments.
- Advise guests of messages and package deliveries.
- Perform basic mathematical skills and accurately record cash/credit transactions.
- Maintain an assigned cash bank and ensure accuracy of contracted amount.
- Process adjustment vouchers, paid-outs, miscellaneous charges, and room charges.
- Cash guest personal checks according to Mohonk Mountain House procedure.
- Settle guest room accounts.
- Perform an audit via Opera (PMS) programming and return bank at close of shift.
- Take information on shopping orders and relay information to the Guest Services Shopper.
- Process guest and employee dry cleaning requests accurately.
- 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 communicate with appropriate departments/personnel.
- Follow-up to ensure guest satisfaction with resolution using Mohonk Mountain House Second Effort procedures.
- Keep a clean and neat work station, restock office supplies and paper supplies.
- Work in an 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.
- 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 maintain good attendance.
- Learn and effectively process job responsibilities efficiently and confidently.
- Demonstrate organizational skills, proofreading skills, and attention to detail.
- 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/nights, weekdays/weekends, holidays, and during peak periods of business.
- Speak, read, and write the English language and communicate clearly and congenially.
- Hear verbal instructions, directions, and warnings.
- Escort guests and show various room types.
- Lift up to 15 pounds and carry distance of up to 100 feet.
- 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.
Requirements
- Computer proficiency and the ability to effectively communicate via telephone, email, and in person are essential.
- 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.
Skills
- Customer service
- Communication skills
- Computer proficiency
- Microsoft Office software (Outlook, Word, and Excel)
- OPERA Software knowledge (a plus)
- Organizational skills
- Proofreading skills
- Attention to detail
- Basic mathematical skills
Location
- Mohonk Mountain House
Work Type
- Full-time
Experience Level
- Entry-level
Education Level
- High school diploma or equivalent
About the Company
- Mohonk Mountain House is a resort.