Assistant Bell Captain: Full Time Year Round

Guest Services New Paltz, New York


BASIC FUNCTIONS AND RESPONSIBILITIES:

 

This Guest Services Assistant Bell Captain is responsible for the supervision and coordinated delegation of duties to all Guest Service/Valet Attendants and Transportation staff. The Assistant Bell Captain functions as a liaison between guests and staff. The Assistant Bell Captain is responsible for ensuring guests with first rate interactions in conjecture with facilities and service. Responsibilities include assisting guests with their luggage, valet parking and other duties that a Guest Service/Valet Attendant would need to do.

 

ESSENTIAL JOB FUNCTIONS:

 

  • Coordinates and assists Guest Service/Valet Attendants in a variety of situations, ie. Moving luggage, parking vehicles, starting firs, door/porch assignments, maintain the roadway in front of Mountain House clear of parked vehicles, organizing parking and parking lot functions. Keep work area clan and meticulous.
  • Coordinates and establishes on a daily basis a rotation schedule to cover West Porch, roadway, luggage room and meal coverage.
  • Develop and maintain a thorough understanding of the Mountain House and its environment.
  • Attends to guest inquires such as the dissemination of information. Then directions to staff on these inquiries.
  • Expedites and assists with the activity of arriving and departing guests on West Porch and in the Mountain House.
  • Coordinates and ensures that all Guest Service/Transportation areas and equipment are maintained in a meticulously clean manner.
  • When aware of guest complaints, intervenes to assist the guest with their complaint and takes measures to resolve the issue.
  • Interacts with other House departments in regards to guest requests.
  • Coordinates and assists with the training of all staff in Guest Service and Transportation.
  • Communicates policy to staff and assists them with compliance.
  • Monitors and for proper appearance of staff in enforcing dress codes.
  • Compiles field notes for Bell Captain on staff for annual performance appraisals.
  • Maintains an inventory of supplies.
  • Assists in the writing of the weekly work schedule. Ensures that all tasks are equally distributed to all qualified staff. Completes daily staff assignment sheets on a daily basis. Monitors daily activity as it relates to Guest Service and Transportation.
  • Ensure that all parking lots are kept in order and monitored daily.
  • Completes tasks as assigned by Guest Service/Transportation manager.
  • Traverse all portions of the Mountain House property, to include inside the House, outside throughout the grounds, on footpaths and stairs to parking lots.
  • Stand in a stationary position for up to five hours at a time.
  • Greet all arriving/departing guests and by name when available, unloads/loads luggage from automobiles and provides directions/orientation to resort.
  • Attends to Guest's needs, i.e., information, directions, delivery of messages. etc.
  • Familiarize self with local roadways, highways, attractions and general landscape of the area and provides accurate information/directions to guests.
  • Provide all guests with a pleasant experience by presenting self in a friendly and knowledgeable fashion.
  • Transports luggage to Luggage hold room or Guest room.
  • Orientates guests to room features and services.
  • Provides service to Guest during check-out by removing Guest's luggage from their room to either the Guest's automobile or luggage storage room.
  • Operates vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
  • Drives, parks, parallel parks, and backups vehicles using only side mirrors when necessary.
  • Performs automobile and others inspections by touch, sight, sound and smell.
  • Operates a motor vehicle with either a standard or automatic transmission and perform routine care of that vehicle.
  • Valet parks guest automobiles, secures windows and doors and retrieves automobile from parking lot. 
  • Demonstrates knowledge of automobile security systems and kill switches.
  • Operates a variety of vehicle types and drives them according to the methods recommended by the manufacturer. 
  • Parks vehicles according to department policy and ensures diesels are properly connected during cold weather.
  • Parks automobiles in a timely fashion to assist in alleviating congestion of automobiles in front of resort.
  • Assists with jump starts, tire changes and gasoline refueling in accordance with department policy.
  • Connects/disconnects battery operated vehicles into/out of charging stations.
  • Acts as an ambassador of the Resort when taking up luggage, explaining layout, activities, safety features, resort policies, amenities, etc.
  • Delivers Gift Shop orders, shopping orders, ice, firewood, dry cleaning and other items requested by guests.
  • Supplies wood for and maintains the fires in the public fireplaces.
  • Maintains all equipment belonging to the department in an operational fashion by appropriately using the equipment and repairing it as necessary.
  • Maintains a neat and clean Guest Service area.  Includes the cleanliness and appearance of the Guest Service Valet desk, office, storage room, porch and roadway. May include the removal of dirt, snow, glass, etc.
  • Takes immediate corrective action to resolve guest complaints.  Refers unresolved complaints to the immediate attention of the Bell Captain and/or Guest Relations Manager.
  • Shovels or brooms snow or scrapes ice from automobiles and pathways.
  • Carries out Guest shopping requests as directed. 
  • Secures items stored in Guest storage areas and ensures safe-keepingKeeps all items in an organized, neat and secure fashion.
  • Learns and familiarizes self with all desk functions to include, but not limited to, assisting with trip coordination, dry cleaning, cash drawer and accounting practices, trip sheet initiation and completion, ensuring all guests are appropriately handled, etc.
  • Works outdoors and exposed to natural elements.
  • Works in stressful situations and under pressure.  Adapts to changing priorities and maintains composure.
  • Works independently and as part of a team.
  • Speaks, reads and writes the English language and communicates in a clear and congenial manner, with our guests, visitors and employees.  Hears verbal instructions, directions and warnings.
  • Sees close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Grasps, lifts, carries and maneuvers up to 50 pounds to process luggage and firewood.
  • Pushes, pulls and maneuvers a loaded luggage cart weighing up to 400 lbs. in/out of elevators, through passageways or outdoors up to 500 feet., walks, bends, stoops, reaches.
  • Walks up and down a flight of up to 100 stairs frequently throughout a shift.  Shovel snow for long periods of time (up to a total shift of 8 hours).
  • Operates and uses electronic equipment such as adding machines, computers, telephones and hand-held portable radios.
  • 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 and services.
  • Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
  • 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.
  • Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, eye contact, initiating conversation and engaging with others.

 

QUALIFICATIONS:

 

  • At least 20 years of age with two years of licensed driving experience..
  • Valid New York State Class E Chauffeur's License, or equivalent.  License must be free of serious and multiple infractions.

 

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.