Overnight Front Desk Clerk - Full Time Year Round
3 days ago
New Paltz
Job Description 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.