Job Details
Assistant Front Desk Manager - Kohler Hospitality
Work Mode: Onsite
Location: Kohler, WI
Opportunity
Act as Manager in the absence of Manager - Front Desk &Cabins. Lead and manage the operation of the front office team and flow ofdaily guest services. Function as Manager on Duty for The American Club and Innon Woodlake.
Specific Responsibilities
Guest Service
- Quality monitor team to ensure all guest contact is exercised in a courteous and professional manner upholding all Forbes Five-Star & AAA Five-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.
- Oversee and direct guest services staff of the Carriage House facility.
- Coordinate and manage food and beverage aspects of continental breakfast, afternoon tea, and hors d'oeuvres reception at the Carriage House on a daily basis. Keeping these offerings fresh and five- star.
- Partner with Guest Services at the Kohler Waters Spa to ensure all Carriage House guests are accommodated appropriately for spa services and treatments; and guests staying at the Carriage House see the two staffs as one seamless experience.
Departmental Income
- Responsible for the accurate posting and adjusting of all guestroom charges by the Front Desk personnel.
- Responsible for preparing of no-show and cancellation changes daily.
- Work operational shifts when business needs dictate to control labor costs.
Financial Planning and DepartmentalExpenses
- Ensure payroll expenses conform to departmental budgets, and schedules are properly aligned with levels of hotel activities and labor standards.
- Monitor and control usage of supplies used.
- Make recommendations when applicable for the purchase of equipment that would increase productivity or cause cost savings.
Supervision
- Direct and coach associates to promote and maintain an elevated level of guest service.
- Direct and coach coordinators to enhance orientation skills and training capabilities. Make tools available to the coordinators to accomplish this task efficiently and effectively.
- Monitor associates to ensure they are performing in accordance with policies and standards set forth by Hospitality leadership and drive Gracious Hospitality by DESIGN.
- Develop staff according to abilities and interests, for promotional consideration and assumption of additional responsibilities.
- Assure all guests receive prompt and efficient attention from associates at all times.
- Spend dedicated time daily at both lobbies to inspect staff behaviors and compliance with Forbes Five-Star standards.
- Enhance the arrival experience with strong rooming strategies and active engagement of the front desk team with all guests that pass through the lobby.
Personnel
- Assist with the interviewing and selection of associates.
- Oversee and determine when disciplinary actions are required and follow through with those actions.
- Responsible for making Manager - Front Desk & Cabins aware of associate concerns or disciplinary.
- Oversee performance reviews and determine recommendations for merit increases within the guidelines set forth by Hospitality.
- Responsible for scheduling of staffing to manage levels of occupancy and requesting increases in staff as they become necessary based on labor standards.
- Responsible for a knowledgeable and well-informed, well-trained staff on all concepts of businesses, changes and new or revised information, policies, or procedures.
- Ensure effective and regular communications with the team including daily pre-shift meetings, Forbes Five-Star quizzes, daily messages and bringing information back from staff meetings.
Front Office Systems
- Oversee that current systems are operational and being used to the highest potential.
- Report and correct any irregularities to the appropriate party and follow-up to make sure that corrections have been made in a timely manner.
- Suggest new or enhanced systems to make the Front Desk more efficient.
Records and Reports
- Monitor cash reports for overages and shortages. Investigate any discrepancies.
- Monitor postings of guestroom revenue and investigate any irregularities.
- Monitor occupancy forecast to be better able to schedule associates appropriately.
Miscellaneous Responsibilities and Duties
- Responsible to follow-through on any other duties as assigned by Front Office leadership at TAC and CH. Complete special projects as directed by superiors.
- Develop ideas and suggestions for implementation and enhancement of overall guest satisfaction and experience.
- Ensure efficient and supportive teamwork is displayed with all departments.
Skills/Requirements - Bachelor's Degree, preferably in Hospitality, Tourism, or Business or related field is preferred.
- Must have proven leadership capabilities, as well as excellent organizational skills and meticulous attention to detail.
- 2+ years of experience as Assistant Front Desk Manager of a lodging facility at or above the Forbes Four - Star or AAA Four - Diamond caliber strongly preferred or at least 5 years' experience as Front Desk Coordinator.
- Previous experience within hotel guest services role required.
The salary range for this position is $60,700 - $75,900. The specific salary 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 Choose Kohler?We empower each associate to #BecomeMoreAtKohler with a competitivetotal rewards package to support your health and wellbeing, access to career growthand development opportunities, a diverse and inclusive workplace, and a strongculture 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 UsIt is Kohler's policy to recruit, hire, and promote qualified applicantswithout regard to race, creed, religion, age, sex, sexual orientation, genderidentity or expression, marital status, national origin, disability or statusas a protected veteran. If, as anindividual with a disability, you need reasonable accommodation during therecruitment process, please contact ...@kohler.com. Kohler Co. is an equalopportunity/affirmative action employer.