Job Abstract

(Call Center Environment)

The Spa Reservation Agent (SRA) responds to in bound customer service queue calls with the objective of booking and confirming Spa treatments, services, and other offerings with an emphasis on world-class customer service. SRA will qualify, gather, organize, record and execute bookings in a professional manner within pre-defined parameters and standards (which may change) to optimize revenue for the property as outlined above. Processes bookings via a variety of distribution channel means (i.e. online, fax, email, 3rd party, in-house forms, voicemail, etc.) when assigned. Achieve personal and team related revenue and departmental goals. Provide correct and timely responses to guest requests for general information regarding the property to include, but not limited to, treatments, hours of operation, seasonal offerings, and other special events as communicated via ads, marketing and public relations. Ensures business is accurately booked, communicated and executed to perfection with service delivery in accordance with hotel/resort standards.

• Establish clear expectations for customers throughout the sales process.
• Be the benchmark example for service delivery and execution – personalize products and services.
• Transfers accurate, complete and timely information to operating departments within the hotel/resort.
• Effectively resolves guest issues that arise as a result of the sales process. Brings issues to the attention of Leadership Team as appropriate.
• Share recommendations to eliminate guest defects and service issues.
• Maintain knowledge of operating hours for each revenue center. 
• Demonstrate strong organization and problem-solving skills.
• Maintain knowledge of hotel/resort terms and conditions.
• Use strong communication skills (verbal, listening, writing); utilize confident telephone skills and etiquette.
• Maintain a broad understanding of the property and events to act as a Resort Knowledge Expert and sell a memorable experience to guests in all capacities.
• Work cohesively with other departments and co-workers as part of a synergistic team.
• Adhere to all standards, policies, and procedures.
• Perform other duties as assigned to meet business needs as assigned.

• High School Diploma or equivalent.
• Excellent selling skills and understanding of sales processes; can bring a sale to closure quickly at a high return rate.
• Strong customer development and relationship management skills.
• Knowledge of basic revenue management and need time strategies.
• Ability to influence others to up sell products and services with excellent negotiation skills.
• Strong communication skills (verbal, listening, writing) – possesses confident telephone skills and etiquette.
• Ability to use reservations software.
• Ability to accurately input and access data.
• Must be able to prioritize, organize and follow-up in a timely manner.
• Must be able to work cohesively with other departments, co-workers as part of a synergistic team.
• Ability to work a varied schedule including, days, nights, weekends, and holidays.