Hotel Front Desk Coordinator, Inn on Woodlake

Kohler Co.•Kohler, WI

2d•$16•Onsite

About The Position

Hotel Front Desk Coordinator, Inn on Woodlake Work Mode: Onsite Location: Kohler, WI Opportunity Oversee, lead, train and provide prompt, courteous and professional guest service in the functions of registration, guest departure, cashiering, reservations and information at assigned location. Maintain the smooth operation of each shift at the front desk and initiate programs and policies to ensure guest patronage. Specific Responsibilities Guest Services 1. Register guest in and out of applicable software system(s). 2. Provide guests with information on the venue and resort. 3. Knowledgeable about property and surrounding area, local attractions and shopping services. 4. Ensure that standards are met through service observations team. 5. Provide leadership and resolution to all escalated guest or member concerns. 6. Provide oversight to ensure timely response to special requests; inform teams or departments as appropriate. 7. Awareness of daily/weekly functions. 8. Maintain inventory of guest literature and other supplies. Cashiering 1. Handle all monetary transactions at the front desk as appropriate according to cash handling guidelines. 2. Accurately post or refund guest charges and fees. 3. Coach and council cashiering errors as outlined by accounting department, provide disciplinary action when appropriate. 4. Contact guests/banks with over-credit limit concerns when applicable. 5. Contact guests who have departed with open balances. Yield Management 1. Have a clear understanding of daily yield strategies and the proper execution of those strategies to maximize average daily revenue. 2. Coordinate between businesses on fully committed days to ensure a seamless guest experience. 3. Call any guests that may be a good fit for upgrading, prior to arrival, or that may require alternative accommodations than what was booked. 4. Accurately record the timeline of changes in yield strategies when applicable. 5. Document in detail any guests who may have been relocated and what follow-up action should take place. Supervision 1. Oversee front desk operations and associates. 2. Lead, train and develop associates on all processes, procedures, applicable standards and provide coaching and feedback on a timely basis. 3. Complete daily check list; verify shift checklists are completed daily. Miscellaneous 1. Record and conduct guest room wake-up calls 2. Issue safe deposit boxes to hotel guests following standard operating procedures. 3. Perform miscellaneous clerical jobs as assigned. 4. Responsible for all opening and closing procedures when scheduled. 5. Complete special projects as assigned by leaders. This a full-time opportunity. Shifts will vary between 6:00am and 10:00pm. Weekends are required.

Requirements

Bachelor’s Degree in Hospitality, Business Management or related field preferred or a minimum of 4 years customer service or guest service experience required.
A minimum of 1 year supervisory experience preferred.
Firm understanding of Night Audit processes.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Responsibilities

Register guest in and out of applicable software system(s).
Provide guests with information on the venue and resort.
Knowledgeable about property and surrounding area, local attractions and shopping services.
Ensure that standards are met through service observations team.
Provide leadership and resolution to all escalated guest or member concerns.
Provide oversight to ensure timely response to special requests; inform teams or departments as appropriate.
Awareness of daily/weekly functions.
Maintain inventory of guest literature and other supplies.
Handle all monetary transactions at the front desk as appropriate according to cash handling guidelines.
Accurately post or refund guest charges and fees.
Coach and council cashiering errors as outlined by accounting department, provide disciplinary action when appropriate.
Contact guests/banks with over-credit limit concerns when applicable.
Contact guests who have departed with open balances.
Have a clear understanding of daily yield strategies and the proper execution of those strategies to maximize average daily revenue.
Coordinate between businesses on fully committed days to ensure a seamless guest experience.
Call any guests that may be a good fit for upgrading, prior to arrival, or that may require alternative accommodations than what was booked.
Accurately record the timeline of changes in yield strategies when applicable.
Document in detail any guests who may have been relocated and what follow-up action should take place.
Oversee front desk operations and associates.
Lead, train and develop associates on all processes, procedures, applicable standards and provide coaching and feedback on a timely basis.
Complete daily check list; verify shift checklists are completed daily.
Record and conduct guest room wake-up calls
Issue safe deposit boxes to hotel guests following standard operating procedures.
Perform miscellaneous clerical jobs as assigned.
Responsible for all opening and closing procedures when scheduled.
Complete special projects as assigned by leaders.