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Guest Service Telephone Operator

Posted May 15, 2021

Kalahari Resort & Conventions - Wisconsin
Wisconsin Dells, WI

About This Job

Shifts available:  1st: 7 am - 3 pm; mid: 11 am - 7 pm OR 12 pm - 8 pm; 2nd: 2 pm - 10 pm OR 3 pm - 11 pm

Responsible for providing attentive, courteous, and efficient service to all guests over the telephone; during check-in and at check-out, while maximizing room revenue and occupancy. Will also be responsible for distributing guest requests to the proper departments (i.e. Housekeeping or Maintenance requests.

Education Requirements
: High School Diploma or equivalent.

Required Skills
: Computer experience required and previous customer service experience preferred.

Knowledge of Computer Hardware or Software
Must be proficient in Windows software.

Previous Experience Required
: Experience in related field and/or experience in a hotel or resort helpful.

  • Essential Duties & Functions
  • Approach all encounters with guests and associates in a friendly, service-oriented manner.
  • Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working.
  • Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
  • Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.
  • Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system, copiers, fax machines and other office equipment.
  • Be aware of all rates, packages, and promotions at the resort.
  • Be familiar with all in-house groups and activities.
  • Follow and enforce all Kalahari Resort cash handling and credit/debit policies.
  • Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
  • Have knowledge of and assist in all emergency procedures as required.
  • Ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner based on resort standards.
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
  • Log all guests' requests for service and follow through to ensure satisfaction.
  • Answer guest inquiries about resort services, facilities and hours of operation in a timely manner.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Be familiar with all in-house groups.
  • Be aware of closed out and restricted dates or minimums.
  • Be familiar with hospitality terminology.
  • Use proper two-way radio etiquette at all times when communicating with other associates.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Maintain and market promotions and guest programs.
  • The ability to be proactive, flexible and take on the most effective roll at any given time.
  • Maintain a clean work area.
  • Attend meetings/training as required by management.
  • Perform other duties as requested by management.

About this Employer

Kalahari Resort & Conventions - Wisconsin

1305 Kalahari Drive
Wisconsin Dells, WI 53965

Telephone (608) 254-5466
Reservations (608) 254-5466

756 Room Resort

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Begin a new career, a #BeyondExpectations #KalahariCareer!

Kalahari Resorts & Conventions is the leader and employer-of-choice in the waterpark resort industry.  Current locations include Wisconsin Dells, Wisconsin (2000), Sandusky, Ohio (2005), Pocono Manor, Pennsylvania (2015) Round Rock, Texas (2020).  With America’s largest waterparks, some of the most dynamic & busiest convention center spaces in the country, signature restaurants and well-appointed rooms, we’re the leader in play, stay, meet and eat.  

Mission Statement 

We promise to deliver products and services beyond expectations.