Guest Experience Leader, 2nd-Shift Front Desk

Sterling Kohler; Wisconsin; Hybrid; USD 29,000 - 43,000; Full time

Job summary

The American Club in Kohler, WI is seeking a Senior Front Desk Coordinator for 2nd shift to lead guest services, registrations, and information at the front desk. This onsite role requires coordinating multiple tasks and guiding staff during the afternoon-to-evening shift.

Responsibilities include registering guests, answering queries, managing VIP services, and handling follow-ups with guests across channels to ensure a memorable stay.

Qualifications

• Bachelor’s Degree in Hospitality, Business Management or related field preferred.
• Minimum of 4 years customer service or guest service experience required.
• Firm understanding of Night Audit processes.

Responsibilities

• Register guests in and out of front desk software.
• Provide guests with information on the venue and resort.
• Be knowledgeable about property, area, attractions and shopping.
• Ensure service standards through observations.
• Lead and resolve escalated guest or member concerns.
• Oversee timely responses to special requests; inform teams as appropriate.
• Monitor daily/weekly front desk functions.
• Maintain inventory of guest literature and supplies.
• Manage VIP guests and share details with other outlets.
• Assist concierge as liaison between front desk and guest services.
• Assist with guest follow up and recovery via feedback channels.

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 for 2nd shift to lead guest services, registrations, and information at the front desk. This onsite role requires coordinating multiple tasks and guiding staff during the afternoon-to-evening shift.

Responsibilities include registering guests, answering queries, managing VIP services, and handling follow-ups with guests across channels to ensure a memorable stay.