Kohler Reservation Specialist, The American Club

Kohler Reservation Specialist, The American Club 

Work Mode: Remote

Location: Kohler, WI

Specific Responsibilities:

Guest
Services

• Provide prompt and courteous service for skilled call types as KW Specialist.
• Book accommodations for room, dining, spa, golf, and wellness activities by guest request, while meeting all Forbes Travel Guide Five Star standards and AAA Five Diamond standards.
• Book accommodation for group reservations for call-in group requests.
• Attend sales training and implement sales techniques to increase department metrics and achieve sales incentive goals.
• 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 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 reservation’s voicemail box, when applicable.
• Offer follow-up and assistance to guests as needed over the phone and via email.
• Upsell services, packages, 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.

Information
Responsibilities

• 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 Revinate sales application.
• Entry level knowledge of Microsoft Outlook, excel and word as well as Windows 10.
• Be compliant with regulations of credit card security and recorded call announcements.
• Complete annual Kohler Co. trainings.

Miscellaneous
Responsibilities

• 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, when onsite, and 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.
• Adhere to parking policies based on guest needs, when onsite.

Remote
Access Responsibilities

• Adhere to all policies and procedures involved with working at home, per contract agreements and guidebook.
• Independently complete and perform all in-office responsibilities in your home environment.
• Strong troubleshooting abilities with Kohler Co. equipment and software provided.

Skills/Requirements

• High School diploma or GED required, 2–4-year degree preferred.
• Two years’ work experience with customer service, preferably in a call center or an administrative role.
• Call center experience is a plus, as is experience with luxury hospitality companies.
• Proficient oral and written communication.
• Excellent interpersonal skills.
• High computer proficiency skills.
• Proficient with Microsoft Suite products
• Private and quiet workspace with desk and chair.
• Need to have at least 500 MBPS internet service from their home internet provider.
• Flexible work availability 8:00a.m – 8:00p.m. or based on departmental need during recruitment period.

Additional
skills preferred include high attention to detail and the ability to work on
and complete multiple tasks in a timely fashion. Passion and experience in
hospitality desired. Ability to sit for extended periods of time.

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

The hourly range for this position is $16.60 - $24.90. The specific hourly rate offered to a candidate may be influenced by a variety of factors including candidate's education and work location.

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 [email protected].  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 .