Luxury Spa Reservationist

EOS•Austin, TX

14d•Onsite

About The Position

Join a team of dedicated and caring professionals passionate about providing exceptional customer service to ensure guests' well-being at our state-of-the-art luxury spa. You will play a vital role with our reservations team as the first point of contact for guests calling to make day spa reservations and for customers calling to purchase gift certificates for lucky friends and family members. You will also interact with in-house guests who wish to make spa appointments while staying at our beautiful resort, tucked away in the Texas Hill Country on the shores of Lake Austin. Be a part of this award-winning spa and wellness retreat that is rated among the top resorts in the world and the only destination spa in the Condé Nast Traveler Gold List Platinum Circle.

Requirements

High School Diploma or GED
1+ years of consistent, steady work experience with the public, specifically in customer service
Flexibility with schedule, including weekends and holidays
Exceptional verbal communication and listening skills
Pleasant and personable. Must maintain a good working relationship with co-workers, the LASR leadership team, and property personnel.
Excellent customer focus with the ability to quickly establish credibility and make a connection with guests
Ability to project a positive attitude over the phone
Ability to multi-task (speak with guests on the phone while accessing the computer and entering critical information
Proficient with Microsoft products
Opera/SpaSoft knowledge and experience preferred
Ability to work individually and within a team
Detail-oriented with the ability to multi-task
Ability to be efficient and productive in a fast-paced environment
Pleasant personality; self-starter; enthusiastic team player; self-motivated.
Strong background in sales and customer service.
Ability to work independently, exercise initiative, and make decisions with confidence.
Command of the English language, both in written and spoken form.

Nice To Haves

Previous reservations or call center experience is helpful
Pleasant personality, enthusiastic, motivated self-starter, and team player
Working knowledge of computers or a demonstrated technical aptitude and ability to learn new systems quickly

Responsibilities

Promote the Lake Austin Spa Resort brand throughout every guest interaction.
Generate spa revenue by providing excellent customer service while taking spa guest reservations promptly.
Quote rates correctly, ensure availability, and accurately reserve appointments utilizing Spa Soft software.
Process gift certificate orders
Provide accurate, appropriate, and timely responses to all guest requests.
Take reasonable steps during and after the call to ensure guest satisfaction.
Regularly attend and participate in training and staff meetings.
Uses listening skills to determine guest's needs and revenue potential.
Determines the need to request special considerations regarding room rates and package inclusions.
Follow up on these requests with the Reservations Manager after relaying the status of such requests to the guest/travel agent.
Requests exceptional amenities, arranges transfers, and makes any necessary arrangements for guests with outside vendors to provide the caller with high customer service.
Processes outbound correspondence, including preparing MS Word documents and letters to be mailed, emailed, or faxed.
Attends to messages and promptly distributes work according to departmental policy and procedure.
Fulfills brochure requests and overnight gift certificates.
Processes Monarch Club enrollment confirmation letters
Promote the sales of other spa services in a positive and motivational manner.
Process online spa appointment requests for upcoming in-house guests
Confirm future appointments by phone
Work without constant and direct supervision and remain at assigned posts for extended periods.
Attends and participates in briefings and specialized training programs to acquire up-to-date information and increase product knowledge. This includes, but is not limited to, policies, procedures, promotions, and special programs, rates, or packages.
Assist the Sales & Marketing Department in collecting data for future marketing efforts. This includes, but is not limited to, policies, procedures, promotions, and special programs, rates, or packages.
Special projects