Overnight Front Desk Clerk - Full Time Year Round

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.