Relief Night Manager/Guest Relations Manager: Part Time Year Round

Room Operations New Paltz, New York


BASIC FUNCTIONS AND RESPONSIBILITIES: 

 

The relief Guest Relations/Night Manager is the go to person for guest issues and problems whether immediate or written and ensures guest satisfaction and the smooth, safe operation of Mohonk Mountain House and its property through the management of staff and resources, using direct intervention when necessary.    This position helps the Guest Relations Manager maintain all guest correspondence – guest comment cards and letters.  This position works closely with, as well as report to the Guest Relations Manager and the Director of Hotel Operations

 

ESSENTIAL JOB FUNCTIONS:

 

  • Receives, identifies, coordinates response and solves problems related to guest maintenance; housekeeping; guest relations; guest services; overnight and day guest complaints; conference coordination.
  • Manages and assists other staff and managers with guest related problems
  • Provides site tours for the Sales Department and greets VIP’s upon arrival. 
  • Make oneself accessible to guests and staff to troubleshoot guest issues regarding all areas of the House.
  • Collect, record, and distribute guest comments. In the absence of the Guest Relations Manager, respond to guest comments that need immediate attention.  
  • Act as a liaison between guests and department managers to inform staff regarding guest issues.  
  • Act as a liaison to performers and speakers for all evening functions, programs and entertainment. Provide payment if needed. Assist with set up and signage as needed.
  • Check and update postings and appropriate signage throughout the hotel. 
  • Make routine inspections of various areas of the hotel for cleanliness, damage, and service availability.
  • Provide exceptional customer service for all guests and internal customers. Work closely with Concierge as well as other departments.
  • Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.
  • Respond to communications from all guests using email, phone and in writing.
  • Work with other staff and managers to resolve any guest issues and staff issues that may occur.
  • Coordinate evening use of all meeting and public space as needed.
  • Participate in the House Tour leader rotation. Be prepared to find alternate coverage or cover additional tours in the event scheduled leader is unavailable.
  • Provide hands on assistance, as needed, in various Mountain House departments.
  • Performs all duties that Guest Relation Manager does. Provides shift coverage during vacations, illness, and other days off when possible.
  • Maintain awareness of social media comments relating to Mohonk. Assist with responses to postings.
  • Lead evening shift briefings for overnight staff and assist with other training as required.
  • Assign staff daily assignments and monitor progress.
  • Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards.
  • Operate vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
  • Monitor and evaluate work-related conditions to determine compliance with prescribed operating, safety regulations and Department guidelines.
  • Identify safety hazards, report, and follow up to see that corrective action is taken.
  • Identify problems, formulate a solution, direct action, and take corrective follow-up action.
  • Analyze problems and develop and implement action plans to address problems.
  • Act calmly and effectively in emergency situations.
  • Prepare administrative reports in a clear, logical manner.
  • Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
  • Familiarize self with the various software systems used at the Mountain House for day to day operations.
  • Work under stress from contact with public, demanding deadlines and changing priorities and conditions.
  • Perform basic mathematical functions such as addition, subtraction, multiplication, and division.
  • Clearly communicate results of efforts, problem resolution steps and completed tasks verbally and in writing.
  • Listen well, communicate effectively and establish effective working relationships with other staff, management, vendors and guests that have a variety of educational backgrounds and values.
  • Demonstrate organizational skills, proofreading skills, and produce well-written, error-free copies.
  • Convey caring, respect, sensitivity, tack, compassion, empathy, tolerance and a health attitude toward others.
  • Demonstrate a mentally healthy attitude that is age appropriate in relationship to others.
  • Handle multiple tasks concurrently.
  • Communicate with others verbally and in writing engage in a two-way communication and interact effectively with others, from a variety of social, emotional, cultural and intellectual backgrounds.
  • Discern and interpret nonverbal communication.
  • 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 3-4 hours at a time.
  • Lift up to 50 pounds from ground level to waist level and carries a distance of up to 250 feet with/ without assistance.  Walk up to 20 miles per day.
  • Maneuver carts or dollies safely with loads up to 150 pounds up and down stairs, elevators, through passageways or outdoors up to 500 feet/yards.
  • File letters, correspondences, reports, etc. in file cabinet drawers ranging from 1’ to 7’ from the floor.
  • See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

 

  • 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. 
  • Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
  • Maintain a flexible work schedule including days/nights, overnights, weekdays/weekends, holidays, and during peak periods of business.
  • Maintain regular, predictable and punctual attendance during regularly scheduled work hours.
  • 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.

 

QUALIFICATIONS:

 

  • Minimum 20 years of age
  • Valid Driver’s License with at least two (2) years of licensed driving experience.
  • At least 3 years of Hospitality experience or Customer Service experience strongly 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.