Room Reservations Supervisor - Casino jobs in Appleton, WI

Supervisor - Central Reservations - Destination Kohler 

Work Mode: Remote

Location: Kohler, WI

Opportunity

Contribute to the growth and profitability of Kohler hospitality properties and outlets in the Midwest by supervising the Central Reservations agents.  Provide quality administrative support within reservations for the benefit of resort and hotel operations teams.

Specific Responsibilities

Supervisory:

• Supervise up to eight direct reports at various seniority levels and job titles within job family (Central Reservationist I, Central Reservationist II, Reservations Specialist, Senior Reservations Specialist)
• Monitor and supervise efficiency of Central Reservations Call center receiving approximately 170,000 inbound phone calls annually and Guest email inquiries of approximately 20,000 annually for the various hotel, spa, dining, golf and activity businesses
• Understand the comprehensive training program of Reservations and ensure progress of direct reports is altered as needed
• Understand all technical training tools used in program such a screen sharing capabilities and phone call listening software for three way calling
• Assist with payroll through Workbrain for direct reports, manage attendance records and communicate policy updates and changes accordingly
• Administer disciplinary action as needed for attendance and performance, conduct sessions, sign and approve, distribute to Human Resource Generalist for formal filing
• Complete and conduct 90 day reviews
• Complete and conduct annual merit review sessions, rate and score, execute salary pool distribution and communicate results as necessary
• Sign up direct reports for required annual meetings/trainings, schedule and communicate expectations
• Meet monthly with direct reports on performance levels, coach as needed, establish goals and document details
• Regularly discuss development and engagement related conversations with direct reports
• Strategize optimizing property management system capabilities and enhancements
• Monitor daily progress completion of team Reservationist tasks such as guest emails, voicemails, etcs.
• Attend various meetings as requested by the Manager Central Reservations and Group Director of Revenue Central Reservations
• Participate in weekend MOD program, voluntarily
• Understand schedule needs, create, make approved updates according to unplanned circumstances
• Manage the master call center report containing daily metric information by running reports and combing data accordingly
• Maintain organization of all donation and certificate giveaways for redemption at all lodging properties
• Execute final reservations bookings for luxury private cabin collection such as requesting security alarm codes and communicating special requests of guests to operational leaders
• Attend one annual KCM course as suggested by management

Guest Services

• Score calls and review bookings of reservation agents to ensure Forbes five star and AAA standards are being met
• Actively suggest innovated process improvements for the purpose of guest satisfaction
• Provide guidance to agents in handling unusual guest scenarios or own guest issues escalated to supervisory level, provide recovery as needed
• Execute high level reservation requests delegated from all areas of management within KOHLER Co. as directed for both internal and external VIP guests
• Review submitted guest Returnity comments for guest satisfaction weekly, coach and recognize staff. Update score chart posting.
• Recognize agents as necessary for all other guest comments, via own the now program, bold recognition, etc.
• Actively participate in assist in completing internal guest requests via the “reservation coordinators” distribution list
• Be main point of contact for all SCR and BPP bookings for all lodging properties
• Be main point of contact for all media booking requests as directed by Director of Public relations
• Assist call center in completing guest calls as an acting agent when call volume dictates
• Participate in Forbes Five star meetings as needed

Information:

• NAVIS Sales/HUB
• Expert understanding and navigation of narrowcast system including campaigns, searching criteria, agent skill assignment, call auditing accuracy, lead form details, etc.
• Ensure press menu options are current and updated as needed based on call volumes and seasonality of specific promotional periods
• Ensure Agent call skills are current and updated based on training progression in Level programing
• Monitor agent completion of voicemails and abandon calls needing follow up, when applicable
• Monitor agent dashboard status to ensure call center efficiency
• Participate in bi-weekly conference call with Senior Client Advocate
• Perform needed tasks included with approved administrative rights
• Run compliance report, share results and progress to team
• Run needed call center reports including conversion, handle time items, revenue, call volume analysis, agent productivity, etc.
• Keep all templates up to date including email, lead forms, etc.
• Merge lead forms as requested
• Change call results when applicable
• Conduct and complete coaching sessions and call audits monthly
• Expert understanding of property management system capabilities
• Execution of overselling and open sales functionality
• Support and train other departments as expert super user
• Ability to request, run and complete all reports assigned to members (cancelation, unconfirmed, bookings, arrivals, waitlist, mini group, TBD, etcs.)
• Complete benchmark time testing quarterly
• Build, adjust and bill out tasks involving special events and banquet waves
• Merge/De-Dupe guest tiles
• Complete daily booking review of prior days reservation bookings, inform agents of errors, track, follow up and publish error report

The hours of operation for Reservations are 8am-6pm.  Standard hours for this position will be 10am-6pm (CST).  Weekends are required on a rotational basis.

Skills/Requirements

• High School diploma required, 2-4 year degree preferred
• 5 years of work experience with customer service, preferably in a call center or an administrative role
• Previously Hospitality experience is strongly preferred
• 3 years of work experience supervising/coaching/mentoring staff strongly encouraged
• Excellent oral and written communication
• Excellent interpersonal skills
• Strong computer skills
• Strong problem solving skills

The hourly range for this position is $22.95 - $28.70. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

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 .