Senior Front Desk Coordinator (2nd shift), The American Club

Kohler Co.•Kohler, WI

10d•$21 - $32•Onsite

About The Position

Join our guest services team—the heartbeat of our business and the warmth our guests remember long after their stay. Oversee, lead, train and provide prompt, courteous and professional guest service in the functions of registration, guest departure, cashiering, reservations and information at assigned location. Maintain the smooth operation of each shift at the front desk and initiate programs and policies to ensure guest patronage.

Requirements

Bachelor’s Degree in Hospitality, Business Management or related field preferred or a minimum of 4 years customer service or guest service experience required.
A minimum of 3 years supervisory experience preferred.
Firm understanding of Night Audit processes.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Responsibilities

Register guests in and out of applicable software system(s).
Provide guests with information on the venue and resort.
Knowledgeable about property and surrounding area, local attractions and shopping services.
Ensure that standards are met through service observations team.
Provide leadership and resolution to all escalated guest or member concerns.
Provide oversight to ensure timely response to special requests; inform teams or departments as appropriate.
Awareness of daily/weekly functions.
Maintain inventory of guest literature and other supplies.
Monitor our incoming and in-house VIP guests. Collect and provide personalized experience details of VIP guests to other outlets.
Ability to assist with concierge team, including acting as a liaison between front desk and guest services team and update the front desk on concierge best practices and knowledge.
Assist with guest follow up and recovery, including both negative and positive feedback received via social media, guest surveys, and MOD calls.