Recreation Concierge - Full time, year round

Mohonk Mountain House•New Paltz, NY

6d•Onsite

About The Position

Serve as the primary point of contact for Recreation, Spa, and Meal reservations for in-house guests. This role involves a high level of guest interaction, assisting guests with activity reservations, and coordinating with staff for guest experience enhancements. The position is also responsible for the coordination and maintenance of the Central Stairs information boards, ensuring their content and appearance are up-to-date. Key responsibilities include greeting guests warmly, providing accurate information about hotel offerings and local attractions, and maintaining knowledge of Mohonk Mountain House's history, policies, and values. The role requires working with external companies to arrange guest excursions and maintaining knowledge of local services. It also involves creating a positive work environment, collaborating with other departments, and maintaining clear communication. The Concierge will book and confirm guest reservations using a reservation system, handle special guest requests, and work independently when necessary. A critical aspect of the role is guest concern resolution, maintaining confidentiality, and performing basic mathematical and accounting procedures. The position requires working under stress, remaining calm in demanding situations, and understanding emergency procedures. Professionalism in phone and in-person interactions, producing error-free written communication, and demonstrating a friendly, helpful demeanor are essential. The role may also involve outbound sales communications and achieving specific call volume and conversion goals. Proficiency in Windows-based operating systems and software like MS Word, Excel, and Outlook is required, with NAVIS Applications & Software knowledge being a plus. The ability to speak, read, and write English clearly and congenially is necessary, as is the ability to hear verbal instructions. Adherence to dress and grooming standards and successful demonstration of Mohonk Mountain House Service Steps are mandatory. A flexible work schedule, including days, nights, weekdays, weekends, holidays, and peak business periods, is required. Physical requirements include reaching, bending, kneeling, stooping, twisting, flexing arms, walking up and down stairs/inclines, sitting, climbing, and standing for up to 5 hours. Lifting up to 25 pounds and carrying it a distance of up to 50 feet, with or without assistance, is required. Walking up to 5 miles per day and seeing with close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus are also necessary. Inspecting work by touch, sight, sound, and smell is part of the job. The work environment is active with continuous interruptions and background noise. The role involves up to five hours of viewing a computer monitor and/or operating a keyboard.

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.
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.
Proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook, Resort Suites, Reservation Assistant.

Nice To Haves

NAVIS Applications & Software knowledge a plus.

Responsibilities

Serve as the primary point of contact for Recreation, Spa, and Meal reservations for in-house guests.
Assist guests with reservations for activities.
Serve as a contact point for Mohonk Staff members looking to provide further guest experience enhancements.
Coordinate and maintain the Central Stairs information boards related to content and appearance.
Greet guests immediately with a friendly and sincere welcome.
Respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, meeting rooms, car rentals, and airline shuttle service.
Maintain a current 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 various attractions, activities, and events available in Ulster, Dutchess, and Orange Counties.
Provide directions to local attractions.
Demonstrate basic knowledge of other attractions in the Hudson Valley Region and provide directions.
Demonstrate basic knowledge of all mass transportation and rental services available to/from Mohonk Mountain House and the metro areas of New York, New Jersey, and Connecticut.
Demonstrate familiarity with the 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.
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 a current 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 windows-based reservation systems/point of sale.
Enter and confirm reservations in systems with utmost 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.
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.
Plan and implement detailed steps by 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.
Achieve high call volume and conversion ratio based on goals set by the Director of Hotel Operations.
Demonstrate proficiency with Windows-based operating systems and use 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 with guests and staff.
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.