2nd-Shift Front Desk Lead & VIP Guest Experience

Sterling Kohler; Kohler (WI); On-site; USD 29,000 - 44,000; Full time

Job summary

The American Club in Kohler, WI is seeking a Senior Front Desk Coordinator for the 2nd shift on-site. You will oversee registration, cashiering, reservations, and information at the front desk, ensuring smooth operations and guest satisfaction.

Ideal candidates have a Bachelor's in Hospitality or related field or 4+ years in guest services, plus 3+ years supervisory experience and knowledge of Night Audit. Competitive hourly pay ranges from $21.30 to $31.90, with eligibility for benefits.

Qualifications

• Bachelor's degree in Hospitality, Business Management or related field, or 4+ years of guest service experience.
• Minimum 3 years supervisory experience.
• Firm understanding of Night Audit processes.

Responsibilities

• Register guests 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.
• Monitor our incoming and in-house VIP guests. Collect and provide personalized experience details of VIP guests to other outlets.
• Ability to assist with concierge team, including acting as a liaison between front desk and guest services team and update the front desk on concierge best practices and knowledge.
• Assist with guest follow up and recovery, including both negative and positive feedback received via social media, guest surveys, and MOD calls.

Skills

Customer service

Supervisory experience

Night Audit understanding

Education

Bachelor's degree in Hospitality or related field

Job description

The American Club in Kohler, WI is seeking a Senior Front Desk Coordinator for the 2nd shift on-site. You will oversee registration, cashiering, reservations, and information at the front desk, ensuring smooth operations and guest satisfaction.

Ideal candidates have a Bachelor's in Hospitality or related field or 4+ years in guest services, plus 3+ years supervisory experience and knowledge of Night Audit. Competitive hourly pay ranges from $21.30 to $31.90, with eligibility for benefits.