Kohler Reservation Specialist, American Club req

Kohler Reservation Specialist, The American Club

Work Mode: Remote

Location: Kohler, WI

• 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.

• 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.

• 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.

• 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.

• 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…