Foreign Exchange Manager jobs in Wisconsin

Location:  Kohler, WI

Opportunity

Directly manage the Kohler Reservation Exchange sales functions including room, spa, golf, dining and other bookings for Destination Kohler and Lodge Kohler to maximize revenue. Manage the entire job family for Kohler Experience Specialists and Supervisors.

Specific Responsibilities

• 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