Overnight Clerk: Part Time Year Round

Front Office/Rsrv New Paltz, New York


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.