Recreation Concierge - Full time, year round

Mohonk Mountain House•New Paltz, NY

6h•Onsite

About The Position

Serve as the primary point of contact for in-house guests regarding Recreation, Spa, and Meal reservations. This role involves a high level of guest interaction and also serves as a liaison for Mohonk Staff to enhance guest experiences. The position is responsible for the coordination and maintenance of information boards related to content and appearance.

Requirements

Valid Driver’s License and at least 21 years of age, or 20 years of age with at least two years of licensed driving experience.
At least 3 years of experience in a customer-focused work environment with proven problem-solving preferred.
Proficiency with Windows-based operating systems and software including MS Word, MS Excel, MS Outlook, Resort Suites, Reservation Assistant.
Speak, read and write the English language.
Hear verbal instructions, directions and warnings.
Adhere to Mohonk Mountain House’s Dress and Grooming Standards.
Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies.
Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
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.
Lift up to 25 pounds from ground level to waist level and carries 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.
Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
Work in active guest setting subject to continuous interruptions and background noises.
Work up to five hours viewing a computer video monitor and/ or operating a keyboard.

Nice To Haves

NAVIS Applications & Software knowledge a plus.

Responsibilities

Greet guests immediately with a friendly and sincere welcome.
Respond to inquiries with accurate information regarding outlet hours, local attractions, meeting rooms, car rentals, and airline shuttle services.
Maintain knowledge of all Mohonk Mountain House offerings for food and beverage, recreation, and other services.
Maintain knowledge of Mohonk Mountain House history, family history, policies, and values.
Demonstrate knowledge of attractions, activities, and events in Ulster, Dutchess, and Orange Counties, and provide directions.
Demonstrate basic knowledge of other attractions in the Hudson Valley Region and provide directions.
Demonstrate basic knowledge of mass transportation and rental services to/from Mohonk Mountain House and the metro areas of New York, New Jersey, and Connecticut.
Demonstrate familiarity with services and floorplans of Stewart, Albany, Westchester, JFK, Laguardia, and Newark airports, as well as Port Authority Bus Terminal of NYC and Grand Central Station, and have a basic understanding of the New York City Subway system.
Work with external companies to arrange excursions to surrounding area attractions on behalf of the guest.
Maintain knowledge of reputable restaurants, bars, eateries, retail, and other services available in Ulster County.
Create and consistently maintain a quality work environment conducive to "Legendary" service.
Work in conjunction with Front Desk staff and other departments to accommodate guest information needs/services.
Maintain open, concise, and consistent communication with management, co-workers, and guests.
Book guest reservations for in-house dining, spa, recreation, and other services utilizing various reservation systems/point of sale.
Enter and confirm reservations in systems with accuracy and detail.
Assist guests with questions regarding their existing reservations.
Process special requirements and needs for guests through proper channels.
Work productively and efficiently with or without supervision when performing routine tasks.
Take responsibility for guest concerns: listen, empathize, apologize, resolve, and never prove the guest wrong.
Maintain confidentiality and use discretion and proper judgment in all matters.
Perform basic mathematical skills including addition, subtraction, multiplication, division, and perform and record cash/credit transactions accurately.
Demonstrate proper accounting procedures for deposits, refunds, rate adjustments, and end-of-shift audits.
Work under stress from contact with the public, demanding deadlines, and changing priorities and conditions.
Remain calm and alert during heavy resort activity, planning and implementing detailed steps using experienced judgment and discretion.
Act calmly and effectively in emergency situations and maintain a full understanding of the Mohonk Mountain House Evacuation Plan.
Demonstrate professional composure and use good manners on the telephone and in person.
Answer and respond to telephone calls and emails promptly and communicate in a clear and professional manner.
Produce well-written and error-free emails and documents.
Answer guest questions with accurate information and demonstrate a friendly and helpful personality.
Participate in outbound sales communications, achieving high call volume and conversion ratios based on goals.
Demonstrate proficiency with Windows-based operating systems and software including MS Word, MS Excel, MS Outlook, Resort Suites, Reservation Assistant.
Speak, read, and write the English language and communicate in a clear and congenial manner.
Hear verbal instructions, directions, and warnings.
Adhere to Mohonk Mountain House’s Dress and Grooming Standards.
Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies.
Maintain a flexible work schedule including days/nights, weekdays/weekends, holidays, and during peak periods of business.
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.
Lift up to 25 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.
Inspect work by touch, sight, sound and smell for conformance to prescribed standards.
Work in an active guest setting subject to continuous interruptions and background noises.
Work up to five hours viewing a computer video monitor and/or operating a keyboard.