Job Description
Reservations Specialist I – Destination Kohler
Location: Kohler, WI
Specific Responsibilities:
Guest Services
- Provide prompt and courteous service for skilled call types as DK 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 reservations 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 guests 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. Ethics policy.
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, 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.
- Operate various office equipment on a regular basis including Xerox printing, copying, and scanning of materials, 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 soft wares provided.
Skills/Requirements
- High School diploma or GED required, 24-year degree preferred.
- 2+ years of work experience with customer service, preferably in a call center or an administrative role.
- Strong computer skills.
- Proficient oral and written communication.
- Excellent interpersonal skills.
- Flexible availability between Mon-Sat from 8AM-6PM and Sun from 10AM-2PM, alternating weekends and holidays