Assistant Manager

at  Kohler

SKILLS/REQUIREMENTS

• High School diploma or GED required, 2–4-year degree preferred.
• 3+ years of work experience in customer service, preferably in Hospitality. Experience in a call center or an administrative role is a plus.
• 3+ years of work experience supervising/coaching/mentoring staff strongly encouraged.
• Excellent oral and written communication
• Excellent interpersonal skills
• Strong computer skills
• Strong critical thinking skills.
• Background in AAA / Forbes standards and best practices strongly encouraged.
• A passion for providing exceptional customer service.
• Hours of Operation are Monday-Saturday, 8am-6pm. Flexible scheduling, some weekends and Holidays may be required.
  The salary range for this position is $61,500 - $77,450. 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.

ABOUT US

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at www.kohlercompany.com.
It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications 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.

• Participates in Aspire Sales Training and achieve an average of 80% or higher as measured by the Destination Kohler Call Criteria.
• Serves as a representative of KORE, displaying courtesy to all guests, and team members through positive action and attitude, while ensuring accuracy, efficiency, productivity, and exceptional customer service.
• Supervise, coordinate, direct, administer and control all daily tasks and functions relating to the prompt and professional operation of the KORE team, including sales training and coaching, working towards revenue goals, increasing conversion, performance tracking, and the organization of colleague resources, productivity, call compliance, lead follow-up, and call exceptions report.
• Assist with payroll through Workbrain for direct reports, manage attendance records and communicate policy updates and changes accordingly.
• Administer disciplinary action as needed for attendance and performance, conduct sessions, sign, and approve, distribute to Human Resource Generalist for formal filing.
• Complete and conduct annual merit review sessions, rate, and score, execute salary pool distribution and communicate results, as necessary.
• Understand schedule needs, create, make approved updates according to unplanned circumstances.
• Manage the master call center report containing daily metric information by running reports and combing data accordingly.
• Maintain a thorough knowledge of current guest services, activities, dining options, retail, golf, spa, and events to answer any questions guests and call center staff may have to the best of one’s ability.
• Responsible for maximizing revenue and call center efficiency through the Revinate software narrowcast. Maintain Expert Power User status achieving high benchmark data score.
• Runs, prepares, and audits accuracy on daily reports such as Arrivals and booking reports. Audit and ensure special services are confirmed or noted for guest’s requests, blocking rooms when necessary.
• Audit autocomplete leads and call compliance daily and re-assign leads, as necessary.
• Audit Rezforce leads, booking.com and Expedia Reservations.
• Drive performance metrics, revenue, and staff engagement using fresh, robust, and measurable incentive programs for all positions.
• Collaborate with business leaders to ensure offerings are aligned with PMS/Confirmation letter capabilities while ensuring procedures meet operational and financial needs.
• Participate in property management system core team meetings and discussions and ensure monthly script testing is conducted.
• Report and monitor call volume trends – schedule Specialists according to marketing initiatives driving call volume increases.
• Must have exceptional communication skills, organizational skills, be comfortable multi-tasking, be detail oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment.
• Facilitates regular department updates and communications and assists in facilitating scheduled employee meetings and brings suggestions for improvement.
• Conduct regular one on ones with direct reports and staff as needed on a weekly, monthly, and quarterly basis. Review/present certifications, performance evaluations, promotion opportunity, annual merit proposals and required documentation.
• Work closely with support departments such as Human Resources and Accounting to ensure departmental and resort needs are achieved through collaborative strategies.
• Handle highly escalated guest complaint phone calls, provide recovery, and ensure satisfaction or legal consultation occurs.
• Assists in making reservations for the executive office.
• Must be willing to work varied shifts with alternating days and times, serving as back-up to the Senior Manager - KORE
• Execute and own any additional projects appointed by Director – Group Revenue or Senior Manager - KORE