Guest Experience Guide - Hemlock Neversink

JOB TITLE

Experience Guide - Hemlock Neversink

REPORTS TO: Guest Experience Manager

COMPENSATION: $18.00 - $22.00/hour, depending on experience

HOURS PER WEEK: Varies – Full Time

DAYS REQUIRED: Weekdays, Weekends, Holidays

Who We Are:

Hemlock Neversink is set on the historic site of the former New Age Health Spa. The 230 acre campus is serene, naturally beautiful and filled with woodsy paths, secluded nooks, hiking trails, and streams. Hemlock features the region’s most complete wellness facility, with 12 treatment rooms, a full service spa, indoor pool, hot tub, sauna, and steam room. Plus a movement & fitness center featuring premium crafted equipment, yoga spaces, studio fitness, and more.

In addition to movement & fitness opportunities, Hemlock also offers spaces and instruction for a range of “hands on” activities such as pottery, weaving, life drawing, and other mindful creative practices.

Hemlock is deeply committed to food as a critical pillar of wellness, with a culinary program designed to nourish, heal, and energize. Our seasonal menus optimize nutritional benefits using a balance of locally-grown organic produce and clean proteins supplied by local farms.

Hemlock Neversink 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)? Are you good at making people feel welcome? Are you familiar with spa, fitness, or other types of wellness offerings (or are you curious to learn)? If you are, then you might be cut out to join Hemlock Neversink as an Experience Guide!

Hemlock Neversink’s Experience Guide team is made up of folks who are obsessed with details, committed to supporting each unique guests wellness journey, and eager to add value to each stay at the property. Our Guest Services 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 Hemlock Neversink, 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 (itinerary highlights, breakfast window, 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.
• Ensuring compliance with all company safety protocols, including those specific to Covid-19

Where You’ll Work:

7491 State Rte 55, Neversink, NY 12765

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 Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• Day shift
• Evening shift

Work Location: In person

Salary : $18 - $22