Front Desk & Guest Services Manager, Lodge Kohler

Work Mode: Onsite

*Location: * Green Bay, WI

Opportunity

Join our guest services team, the heartbeat of our business and the warmth our guests remember long after their stay. The Front Desk & Guest Services Manager will lead, inspire, and motivate all associates, processes and functions relating to the professional operation of the Front Desk & Guest Services operations to ensure consistent Four Diamond guest service.

Specific Responsibilities include:

• Quality monitor team to ensure all guest contact is exercised in a courteous and professional manner upholding all AAA 4 Diamond Criteria.

• Handle all guest complaints and concerns with poise and professionalism to full resolution and guest satisfaction; while mentoring teams to levels of empowerment that solve guest issues immediately.

• Take immediate action and follow-through to address or correct problems which guests have encountered, including times when guests are not asking for resolution.

• Responsible for anticipating guest’s needs and addressing those needs prior to and during a guest’s stay.

• Responsible for all follow-up on billing questions, credits and/or disputed charges on guest accounts.

• Understand and become an expert on the property management system as it relates to guests bills and packages.

• Develop or revise new and existing guest information and materials from conception to use for the purpose of promoting all Hospitality businesses in the most profitable manner.

• Ensure the concierge and front desk teams have all necessary hotel, H&RE and local information to serve all guest needs.

• Participate in hotel’s yield committee on oversell and occupancy driving strategies.

• On a continuing basis, monitor Front Desk staff upselling efforts to increase guestroom revenue.

• Recommend new upselling strategies when appropriate. Implement compelling contests and motivation strategies to reward the team.

• Responsible for the accurate posting and adjusting of all guestroom charges by the Front Desk personnel.

• Monitor in-room movie services to make sure profits are optimized and adjustments are limited and properly entered into the system.

• Responsible for preparing of no-show and cancellation changes daily.

• Responsible for the accurate completion of the hotel’s night audit.

• Work operational shifts when business needs dictate to control labor costs.

• Monitor the maintenance and expenses incurred by the Lodge Kohler fleet of vehicles.

Shifts will vary, working weekdays & weekends.

Skills/Requirements

• Four year degree in hotel management or hospitality facility management.

• Major area of study should include guest services operations and front desk operations.

• Two to four years experience as Front Desk Manager and/or Assistant Front Desk Manager of a lodging facility at or above the Forbes Four – Star or AAA Four – Diamond caliber

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $62,350-$77,950. The specific salary 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.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants 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.