Kohler Reservation Specialist I, Lodge Kohler

Kohler Co.•Ashwaubenon, WI

4d•Onsite

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 for various guest types. The specialist will work towards meeting performance metrics, assist in managing the reservations mailbox, handle waitlist requests, and perform callbacks for guests who have left voicemails or abandoned calls. Additionally, the role includes offering follow-up assistance, upselling resort services, and completing Kohler Hospitality provided design courses within one year of service.

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
Basic knowledge of Opera, Spa Soft, Sevenrooms, and Unify systems for reservation bookings
Entry level knowledge of Microsoft Outlook Office Suite

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
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