Evening Front Desk Supervisor & Guest Services Lead

Sterling Kohler; Northern (KY); Hybrid; USD 29,000 - 44,000; Full time

Benefits offered by this job

Health, vision, dental

401(k) with company matching

Job summary

The American Club in Kohler, WI is seeking a Senior Front Desk Coordinator (2nd shift) to lead the guest services team across registration, cashiering, reservations, and information services. You will ensure smooth front desk operations, train staff, and drive guest satisfaction during the 2:00 pm–10:00 pm shifts.

Requirements include a Bachelor’s or 4+ years in customer service with 3+ years supervisory experience and knowledge of Night Audit processes.

Qualifications

• 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 3 years supervisory experience preferred.
• 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 processes

Education

Bachelor’s Degree in Hospitality, Business Management or related field

Job description

The American Club in Kohler, WI is seeking a Senior Front Desk Coordinator (2nd shift) to lead the guest services team across registration, cashiering, reservations, and information services. You will ensure smooth front desk operations, train staff, and drive guest satisfaction during the 2:00 pm–10:00 pm shifts.

Requirements include a Bachelor’s or 4+ years in customer service with 3+ years supervisory experience and knowledge of Night Audit processes.