Location: Kohler, WI
Specific Responsibilities:
Guest Services
- Provide prompt and courteous service while meeting all service standards and AAA Four Diamond standards as reservationist
- Book accommodations for lodging, dining, spa, experiential packages and miscellaneous guest activities for transient, online and call in group guests
- Work towards meeting expected metrics for performance including revenue generated, conversion rate, error percentage of Opera, compliance, as well as team goals for abandon percentage and average speed to answer
- Assist in overseeing shared reservation mailbox and providing prompt and professional responses
- Submit and/or note waitlist requests for guests accordingly based on the request
- Assist in calling back guests who abandon while waiting in queue
- Perform call backs to guests who have left voicemails in the reservations voicemail
- Offer follow-up and assistance to guests as needed over the phone and via email
- Upsell services and offerings provided on the resort to enhance the guest’s experience by being anticipatory
- Assist guests calling into reservations with inquiries needing to be transferred to various departments
- Complete Kohler Hospitality provided design courses within one year of service
Information Responsibilities
- Full hotel understanding and knowledge of policies and how to retrieve information promptly when needed
- Utilize various resources proficiently without delays
- Basic knowledge of Opera, Spa Soft, Sevenrooms, and Unify systems for reservation bookings, to which you will be well-trained
- Entry level knowledge of Microsoft Outlook Office Suite
- Be compliant in regulations of credit card security and recorded call announcements
Miscellaneous Responsibilities
- Assist in final review of arrival reservations, ensuring accuracy, following up with agents as needed
- Participate in team incentive opportunity
- Receive feedback monthly from Coordinators and/or Manager
- Maintain strict confidentiality of guest clientele
- Participate in annual team engagement meetings, trainings and various tours of facilities
- Operate various office equipment
This is a casual part-time position working weekdays and weekends. Hours vary between 8:00am - 8:00pm.
