Reservations Agent

POSITION PURPOSE

Serves in a pivotal role within the esteemed Cal-a-Vie Health Spa team and functions as the initial point of contact for guests. Works in a dynamic reservations team to ensure a seamless and efficient booking process and exhibits excellence in guest relations and attention to detail. Demonstrates strong interpersonal skills and cultivates  relationships with guests, travel agents, and referral networks regarding reservation requests/inquiries. Tracks future room availability and assists with developing forecasts, reports, and reporting for room revenue and occupancy. Possesses a sales-driven mindset and a meticulous approach to completing tasks.

ESSENTIAL FUNCTIONS

• Address reservation requests and inquiries from guests, travel agents, and referral networks with efficiency and professionalism
• Create, update, and maintain accurate reservation records, prepares letters of confirmation, and promptly processes advance deposit payments, cancellations, and modifications promptly and accurately
• Work with reservation team to streamline and improve reservation processes
• Collaborate with all departments  to stay informed on updates to the property, special requests, and other factors impacting guest experience
• Stay current on spa offerings, amenities, events, and guest preferences to anticipate needs and provide personalized service
• Perform guest outreach which includes but is not limited to follow-up emails and calls to maximize bookings and revenue
• Maintain a warm, helpful, and friendly demeanor with all guests and colleagues
• Compile and distribute daily sales reports to key stakeholders, including the senior leadership and executive management team.
• Record and update guest information in Resort Suites and R&R database for marketing purposes; audit for errors and reconcile discrepancies
• Run deposits and report all deposits to the controller
• Provide occasional training to prepare the front desk team to serve as backups for reservations
• Maintain a consistent high level of quality and guest service
• Perform other duties as assigned

POSITION QUALIFICATIONS

Education/Certification:  High School Diploma or equivalent

Knowledge: Working knowledge of Word, Excel, or other computer related programs; competent in writing skills

Experience:  Excellent verbal and written communication for effective communication with guests and peers; one-year previous hotel/spa reservations sales experience desired; strong computer skills (MS Word/Excel, Property Management/Reservation software and database experience); ability to work weekends and holidays as needed; able to maintain a positive, friendly, and helpful tone to callers at all times.

Skills/Abilities: :  Exceptional interpersonal, verbal, and written communications skills; strong organizational skills and detail oriented; high level of assessment and organizational skills; ability to deal with the public; ability to write and correspond with guest(s); ability to read and interpret documents such as safety rules, contracts, and procedure manuals; ability to get along with co-workers and work as a team; ability to handle high stress in the work environment and turn it into positive energy.

Availability:  Ability to work 4 days a week, Friday – Monday. May vary, based on the business needs of the department.