Spa Reservation Agent

POSITION SUMMARY                                                                                                                                                

The Spa Reservation Sales Agents primary responsibility is to capture as many spa reservations as possible by utilizing effective selling techniques and all available tools.  This position contributes to the Sanctuary Spa success by providing a consistently memorable and relaxing spa experience for our guests and members.  The Spa Reservation Sales agent will schedule services for individuals and large groups using SpaSoft. Use guest relation skills to confirm scheduled services, answer questions about and promote available services and upselling and cross-selling services and products.  This position ensures the safety and comfort of guests, members and employees; with a focus in our superior standards which displays a sense of pride in the Sanctuary Commitments and Sanctuary Standards of Excellence.

JOB FUNCTIONS                                                                                                                                                       

Guest Relations 

• Welcome and acknowledge each and every guest with a verbal greeting, using the guest's name when possible. Upon departure, thank guests and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests.
• Anticipate guests' service needs, acting on them when possible.
• Promote and sell spa/salon services. 
• Resolve guest situations such as scheduling conflicts. 
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

Communication/Sales

• Speak with others using clear and professional language; answer telephones using appropriate etiquette and pleasant phone voice. 

• Maintain complete knowledge of product, services, and facilities.  Including but not limited to: All hotel facilities and services, hours of operation, spa menu and specific treatments. The Reservations agent able to give a detailed explanation of services, products, and facilities.

• Effectively communicate relevant information with other departments
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 
• Follows through on reservation call with confirmation letters and brochure requests.
• Attend and participate in sales and business development trainings as required.
•  Meet monthly goals set for spa reservation agents.

Guest Scheduling 

• Accurately obtain and input Guest profile information for spa reservations. Including email capture on every call.
• Schedule services for individuals and large groups using SpaSoft, reservation software.
• Call guests to confirm scheduled services and update the reservations/cancellations list.
• Use selling guidelines to maximize potential to close each reservations call. 
• Ensure reservation and guest information is entered into the SpaSoft accurately. 
• Ensure all necessary information is received from arriving guests prior to their stay. 

Guest Check-In 

• Schedule services for individuals and large groups using SpaSoft, reservation software.
• Call guests to confirm scheduled services and update the reservations/cancellations list.
• Check in guests for appointments.
• Advise providers of last-minute changes or additions to schedule.
• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations. 
• Ensure reservation and guest information is entered into SpaSoft accurately. 
• Ensure all necessary information is received from arriving guests prior to their stay.

Payment/Cash Handling 

• Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times. 
• Obtain and process guest payments for spa/salon services.
• Count and secure bank at end of shift. 
• Verify payment authorization for checks and credit cards.
• Process adjustment vouchers, correction vouchers, and miscellaneous charges. 

JOB REQUIREMENTS                                                                                                                                                

Physical Tasks 

• Stand, sit, or walk for an extended period of time or for an entire work shift. 

Policies and Procedures 

• Protect the privacy and security of guests and coworkers. 
• Maintain confidentiality of proprietary materials and information. 
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 
• Follow company and department safety and security policies/procedures to ensure a clean, safe, and secure environment. 
• Report work-related accidents, or other injuries immediately, upon occurrence, to manager/supervisor. 
• Maintain Spa/Salon Environment. Notify Engineering, of spa/salon maintenance/repair needs. 

ESSENTIAL COMPETENCIES                                                                                                                                  

PREFERRED QUALIFICATIONS