Kohler Reservation Specialist, The American Club

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.