Front Desk Clerk - Part Time, Year Round

Mohonk Mountain House•New Paltz, NY

About The Position

The Front Desk Clerk performs receptionist and customer service work and represents Mohonk Mountain House as a first point of contact for resort guests. The role checks guests in and out accurately and graciously, processes charges and payments, explains billing and payment options, and provides accurate information about resort amenities and services. It requires courteous, friendly, self-motivated, detail-oriented service, computer proficiency, and effective communication by telephone, email, and in person. The clerk also handles reservations, guest billing, cashiering and account settlement; coordinates guest requests and communications with other departments; and maintains knowledge of resort services, activities, room availability, rates, events, and historical information. The role follows resort procedures and service standards, attends coaching and training, and maintains a professional appearance and orderly workstation. Work takes place in an office setting with frequent interruptions and background noise, and may involve public-facing pressure, deadlines, and changing priorities. The schedule includes days, nights, weekdays, weekends, holidays, and peak business periods.

Requirements

High school diploma or equivalent.
Hospitality or customer service experience, or a degree in hospitality, business finance, or accounting.
Computer proficiency, including Microsoft Outlook, Word, and Excel.
Effective verbal and written communication skills and ability to communicate in person, by telephone, and by email.
Ability to perform basic mathematical calculations and accurately record cash and credit transactions.
Ability to work a flexible schedule that includes days, nights, weekdays, weekends, holidays, and peak business periods.
Ability to lift and carry up to 15 pounds for distances up to 100 feet, with or without assistance.
Ability to walk up to three miles per day; reach, bend, kneel, stoop, twist, and flex arms; walk on stairs and inclines; sit or stand for up to five hours at a time; and navigate up to six flights of stairs.
Ability to work for extended periods viewing a computer monitor and entering information with a keyboard.
Ability to work in an office setting with continuous interruptions and background noise and under stress from public contact, deadlines, and changing priorities.
Ability to inspect work using touch, sight, sound, and smell, and to see close and distant objects, use peripheral vision and depth perception, and adjust focus.

Nice To Haves

Cashiering or banking experience.
OPERA software knowledge.

Responsibilities

Process guest check-ins and check-outs according to resort procedures, verifying registration information and obtaining signatures and required paperwork.
Answer guest questions, provide friendly and accurate assistance, promote customer loyalty, and deliver exceptional service.
Set up guest reservation billing accounts and collect billing information, including tax-exempt details and payment information.
Assist guests with existing reservations, make future reservations, and accurately enter and confirm reservations in the property management system.
Understand reservation and input codes, special traces, and guest billing requirements.
Generate and communicate daily traced requests, special-attention guest information, and VIP information to the front desk and other departments.
Make dining reservations and prepare key packets and registration materials for designated group business.
File guest registration cards accurately in room-number order.
Provide information about luggage storage, parking, vehicle retrieval, and loading luggage for departures.
Maintain knowledge of resort features, services, activities, operating hours, guest counts, arrivals and departures, events, room availability, room types, rates, promotions, amenities, and dining locations.
Learn and demonstrate Mohonk Mountain House service steps and strategies, and retain historical information about the resort.
Follow resort and departmental policies, uniform and dress-code requirements, and payment card industry compliance standards.
Answer telephone calls and emails professionally, transfer calls to appropriate departments, and advise guests of messages and package deliveries.
Perform basic mathematical calculations and accurately process cash and credit transactions.
Maintain an assigned cash bank and follow accounting procedures for deposits, refunds, rate adjustments, shift audits, and cashiering.
Process adjustment vouchers, paid-outs, miscellaneous charges, and room charges; cash personal checks according to resort procedures; and settle guest room accounts.
Perform Opera property-management-system audits, balance receipts, and return the bank at the close of the shift.
Take shopping orders and relay them to the Guest Services Shopper.
Process guest and employee dry-cleaning requests and inspect and confirm laundry receipts.
Provide transportation information and directions, and book trip arrivals and departures through Mohonk Mountain House Transportation.
Follow opening and closing checklists.
Document guest requests, concerns, and needs; promptly communicate them to appropriate personnel; and follow up on resolutions using Second Effort procedures.
Keep the workstation clean and organized and restock office and paper supplies as needed.
Attend required coaching and training sessions.
Escort guests and show various room types.
Maintain dependable, punctual attendance; work productively with or without supervision; and learn and perform responsibilities efficiently.
Communicate clearly and congenially in English, hear verbal instructions and warnings, maintain professional composure, and stay focused under pressure.