Reservations Specialist - Destination Kohler 

Work Mode: Hybrid

Location: Kohler, WI

*Starting pay is $16.20/Hr with the opportunity for multiple pay increases within the first 6-12 months.

Opportunity

Are you someone who enjoys working as part of a large team in an agile and energic environment? Do you have the communication and computer skills required to deliver high quality customer service? If so, the Reservations Specialist role with Kohler Hospitality may be a fit for you!
Reservations Specialists provide prompt, genuine, and high-quality service while speaking with guests to reserve room, dining, spa, golf and miscellaneous activities. Associates focus on delighting guests during every interaction by providing unparalleled knowledge on all things Kohler Hospitality. 

Specific Responsibilities

GuestServices

• Provide prompt and courteous service for skilled call types as Lodge Kohler Level reservationist
• Book accommodations for room, dining, spa for Lodge Kohler guests
• Book accommodation for group reservations at Lodge Kohler and Destination Kohler for call in group requests
• Book dining accommodations for Destination Kohler guests while meeting all Forbes Travel Guide Five Star standards and AAA Five Diamond standards
• Work towards meeting expected metrics for performance including inbound and outbound revenue generated, conversion rate, error percentage of property management system, call compliance, as well as team goals for abandon percentage and average speed to answer
• Assist in overseeing shared reservation mailbox by completing Lodge Kohler related requests and other capable entry level inquiries
• Submit and/or note waitlist requests for guests accordingly based on the request
• Assist in calling back guests who abandon while waiting in queue, when applicable
• Perform call backs to guests who have left voicemails in the reservations voicemail box, when applicable
• Offer follow up and assistance to guests as needed over the phone and via email
• Upsell services and offerings provided to enhance the guest’s experience by being anticipatory
• Assist guests calling into reservations with inquiries needing to be transferred to various departments

InformationResponsibilities

• Have full understanding of policies related to skilled and trained call types and how to retrieve information promptly when needed
• Utilize various resources proficiently without delays
• Basic knowledge of property management system for reservation bookings
• Basic knowledge, including certification on NAVIS sales application
• Entry level knowledge of Microsoft Outlook, excel and word
• Be compliant in regulations of credit card security and recorded call announcements

MiscellaneousResponsibilities

• Maintain strict confidentiality of guest clientele
• Assist in final review of arrival reservations, ensuring accuracy, following up with agents as needed
• Understand basic safety related items in work area, report any safety related accidents or incidents
• Receive and give feedback monthly during coaching sessions with direct Supervisor
• Recognize team members of department and hospitality division using channels provided
• Participate in annual team engagement meetings, trainings and various tours of facilities
• Participate in team incentive opportunity
• Adhere to all grooming standards and Forbes universal standards, when onsite
• Operate various office equipment on a regular basis including Xerox printing, copying and scanning of materials, when onsite

*This is a full-time opportunity. Operating hours are 8am-8pm Monday-Sunday. Associates are required to work every other weekend. Associates must be available for some holidays as well.

**This is primarily a remote position; however, associates will be required to be on-site for trainings and team meetings.

Skills/Requirements

• HighSchool diploma or GED required, 2-4 year degree preferred
• 2 years of work experience withcustomer service, preferably in a call center or an administrative role
• Strong computer skills
• Proficient oral and writtencommunication
• Excellent interpersonal skills

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates’ development to make that happen.So, we offer ongoing investment in each individual’s personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities.We invite you to learn more about our culture and company at www.kohlercompany.com.

It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran.If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com. Kohler Co. is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the Federal EEO is the Law and the EEO is the Law Supplement .