Guest Experience Curator

Published
February 19, 2024
Location
Kohler

Description

uest Experience Curator - Destination KohlerWork Mode Remote Location Kohler, WI Specific Responsibilities Riverbend Guest Services Provide prompt and courteous service for skilled call types as a Guest Experience Curator, taking 100% of all call types. Book accommodations for room, dining, spa, and golf for RB members and guests while meeting all Forbes Travel Guide Five Star standards and AAA Five Diamond applicable to RB standards. Book accommodation for group reservations at RB for call in group requests. 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 RB related requests. Submit and/or note waitlist requests for Members accordingly based on the request. Assist in calling back Members who abandon while waiting in queue, when applicable. Perform call backs to Members who have left voicemails in the reservation’s voicemail box, when applicable. Offer follow-up and assistance to Members as needed over the phone and via email. Upsell services and offerings provided to enhance the Member’s experience by being anticipatory. Assist Members calling into The Design Experience Team with inquiries needing to be transferred to various departments. Pre-arrival Guest Services Reach out to guests prior to arrival to offer assistance with booking additional activity reservations to round out their stay itinerary. Reach out to guests prior to arrival to understand their preferences, special requests, and requirements. Coordinate personalized amenities, room preferences, transportation, and any other guest-specific arrangements. Collaborate with various departments to ensure all prearrival arrangements are executed flawlessly. Maintain accurate guest profiles and records to ensure personalized service for return visits. Handle guest inquiries and resolve issues promptly and professionally. Information ResponsibilitiesHave 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. 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. Miscellaneous Responsibilities Maintain strict confidentiality of guest clientele. Assist in review of arrival reservations and call audits, 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 – If Applicable Adhere to all policies and procedures involved with working at home, per contract agreements and guidebook. Independently complete and perform all in the office responsibilities in your home environment. Strong troubleshooting abilities with Kohler Co. equipment and soft wares provided. Leadership Responsibilities Provide support and mentoring to newly integrated team members. Manage and own responsibility of various departmental tools and/or resources as appointed by leadership. Formally complete trainer training program and participate in training new associates. Regularly practice empowerment. Skills/Requirements High School diploma or GED required, 2–4-year degree preferred. 2+ years of work experience in customer service, preferably in Hospitality. Experience in a call center environment is a plus. Ability to multitask and prioritize in a fast-paced environment. Strong computer skills. Proficient oral and written communication. Excellent interpersonal skills. A passion for providing exceptional customer service. Flexible work availability 800a.m – 800p.m. or based on departmental need during recruitment period. The hourly range for this position is $19.70 - $24.65 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

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