What the Role Is

The Guest Services Coordinator is responsible for accurately and efficiently processing all reservations for tours and rentals at the Heaven Hill Bourbon Experience and the Evan Williams Bourbon Experience by using the AnyRoad Reservation System. This employee will be accountable for ensuring the data integrity of the reservation system, utilizing the system to its fullest capability, providing high quality guest service by answering inquiries, providing information to the general public, customers, visitors, and other interested parties regarding activities conducted at the Evan Williams Bourbon Experience and the Heaven Hill Bourbon Experience in a prompt, professional and courteous manor. Additionally, the Guest Services Coordinator will perform routine administrative functions such as drafting correspondence, sending faxes, making copies, scheduling appointments, and organizing and maintaining files.

How You Will Spend Your Time?

  • Manage AnyRoad Reservation System for both visitor centers. This includes entering/updating tour and rental reservations, processing payments, batching activity reports, activity set up, tour schedules, user set up, custom reports, working with AnyRoad support team to trouble shoot and working to fully utilize the system to benefit the Centers and the management team
  • Answer all incoming calls and emails for tour and rental inquiries/reservations for both external and internal customers
  • Manage all rental and group tour contracts. Ensure that timely deposits and final payments are made
  • Work closely with Sales and Event Managers for both Centers to provide excellent customer service by ensuring that the reservation process is seamless and all needs/expectations from customers are met
  • Provide training to employees in AnyRoad as needed
  • Prepare monthly reports as needed
  • Register vendors and issue any required identification badges or safety devices
  • Order supplies including janitorial, shipping, retail, office, etc.
  • Enroll employees into biometric security access system
  • Act as the Evan Williams Bourbon Experience and Heaven Hill Bourbon Experience primary point of contact for HH representatives, Hanover, Distillery, and Human Resource Department
  • Maintain a friendly, courteous and professional demeanor with customers at all times
  • Attend training when offered via webinars, classrooms and conferences to stay updated on latest system capabilities in AnyRoad
  • All other duties and projects as requested

Who You Are…

  • High School Diploma or equivalent
  • Three (3) years of office, customer service, guest relations and administrative experience
  • Excellent computer skills with basic knowledge in Microsoft Word, Excel and Outlook
  • Strong attention to detail and trouble shooting skills
  • Reservations system experience
  • Ability to represent the company and communicate professionally and effectively with people internally and externally
  • Ability to use appropriate telephone etiquette
  • Excellent interpersonal and communication skills
  • Knowledge of principles and processes for providing customer and personal services
  • Knowledge of administrative and clerical procedures
  • Basic knowledge of phone, voice mail, and electronic mail systems
  • Basic knowledge and use of computers to enter data or process information
  • Previous experience in the distilled spirits industry
  • Previous work experience in a visitor center, tourist attraction or retail gift shop
  • Proficiency in Microsoft Word, and Excel