Experience Guide - The Arnold House

JOB TITLE

Experience Guide - The Arnold House

REPORTS TO: Experience Manager

COMPENSATION: $17.00 - $22.00/hour, depending on experience

HOURS PER WEEK: Varies – Full Time

DAYS REQUIRED: Weekdays, Weekends, Holidays

Who We Are:

The Arnold House is a lively 16-room Catskills getaway located on Shandelee Mountain, near the quaint town of Livingston Manor. With our Tavern, newly renovated Barn and Greenhouse, expansive grounds and hiking trails and access to the area’s storied outdoor activities our mission is to treat our guests to the comfort and relaxation of casual country living. The Arnold House is host to dozens of weddings, corporate retreats, and public events throughout the year. We pride ourselves in creating lasting memories with epic cheese boards, dance parties, and brunches.

The Arnold House is part of Foster Supply Hospitality, a mission-based hotel & hospitality group. We are committed to our people. We take pride in our community. We believe in happy guests.

Who You Are:

Do you give thoughtful gifts? Do you make sure everyone’s glasses are full at the table? Do you straighten picture frames that are askew? Can you build a roaring fire (or want to learn)? Do you love giving visitors local recommendations like which breweries to visit, or where to go for a scenic hike? Are you good at making people feel welcome?

The Arnold House’s Experience Guide team is made up of folks obsessed with details, great communication, and creating unforgettable memories for our guests. Hospitality experience is preferred, but not required - a hospitality mindset is necessary.

What You’ll Do:

• Guide on site guests through their stay at The Arnold House, whether it be for an extended stay or for one day.
• Welcome guests and provide tours of the buildings and grounds and give an overview of key moments during their stay (breakfast times, seasonal notes, etc.).
• Be prepared for guest arrival by reviewing reservation notes to learn of special requests and dietary restrictions.
• Develop expert level knowledge of all scheduled events, promotions, or initiatives at the property.
• Work with the property’s Experience Specialist to ensure all guest requests are met and exceeded.
• Deliver above and beyond customer service to guests with Foster Supply Hospitality’s commitment to ‘being on the guest’s side.’
• Ensure that any and all appropriate guest amenity programs (birthday, celebration, service animal, etc.) are prepared and ready for each guest’s stay.
• Resolve or escalate any guest complaints and work with the wider Experience Guide team to provide a resolution for guests.
• Create customized and ‘above and beyond’ experiences for guests, such as accommodations for special requests, dietary restrictions, allergies, etc.
• Maintain detailed and accurate guest notes pre- and post-stay and communicate guest information to the appropriate teams.
• Collect payment or update house account information accurately in relation to each guests’ stay.
• Learn and utilize the property’s POS system, collect payments, and manage the cash drawer.
• Ensure that all checks are closed daily and that payment is captured for all goods and services provided.
• Escalate any out of the ordinary billing issues to the Experience Manager or Experience Specialist.
• Attend to private bookings, including weddings, corporate retreats, private buy-outs, and public and educational events.
• Continuously expand skills and knowledge through attending training sessions on and off property.
• Maintain the cleanliness and overall appearance of common spaces.
• Ensure compliance with all company safety protocols, including those specific to Covid-19

Where You’ll Work:

839 Shandelee Road, Livingston Manor, NY 12758

Work will be performed usually indoors, with regular travel between buildings year-round. Have a keen understanding of all guest spaces within the property, including all rooms, grounds, common spaces.

Physical Requirements:

This position can be physically demanding – standing, stooping, crouching, traveling between buildings outdoors, and performing repetitive tasks for a long period of time. Walking up and down stairs may be required. Must be able to lift 50lbs.

Job Types: Full-time, Part-time

Pay: $17.00 - $22.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Weekends as needed

Work setting:

• In-person

Work Location: In person