Kohler Reservation Specialist I, Lodge Kohler
About The Position
This is a casual part-time position working weekdays and weekends. Hours vary between 8:00 am - 7:00 pm. The Reservation Specialist I will provide prompt and courteous service while meeting all service standards and AAA Four Diamond standards. This role involves booking accommodations for lodging, dining, spa, experiential packages, and miscellaneous guest activities. The specialist will work towards meeting performance metrics, assist in managing the reservations mailbox, handle waitlist requests, and perform callbacks to guests. Upselling resort services and offerings to enhance the guest experience is also a key responsibility. Additionally, the role requires a full understanding of hotel policies and the ability to utilize various resources proficiently. Basic knowledge of Opera, Spa Soft, Sevenrooms, and Unify systems, as well as Microsoft Outlook Office Suite, is expected. Compliance with credit card security regulations and recorded call announcements is mandatory. The position also involves assisting in the final review of arrival reservations, participating in team incentives, receiving monthly feedback, maintaining strict confidentiality, and participating in team engagement meetings, trainings, and facility tours. Operation of various office equipment is also required.
Requirements
- High School diploma or GED required
- Applicants must be authorized to work in the US without requiring sponsorship now or in the future.
Nice To Haves
- 2–4-year degree preferred
Responsibilities
- 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
- 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
- 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
Benefits
- competitive salary
- health
- vision
- dental
- 401(k) with company matching
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
