Reservations Team Lead

HR_RH•Whistler, BC

3d•Onsite

About The Position

Our Mission is to offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace. Our Vision is to be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle. We are looking for a Reservations Team Lead to provide leadership to the Reservations Team to achieve company goals, coordinate daily tasks, and train team members. This role will also assist the Massage Services department with same-day Massage Contractor schedule modifications, offer a warm, friendly and professional welcome to guests over the phone, create a comfortable environment for guests, and sell and promote the services and products offered by the Scandinave Spa Whistler.

Requirements

Previous customer service experience in a sales environment is preferred
Previous leadership experience in a sales environment is an asset
Proficient with Microsoft Word, Excel and Outlook
Energetic and positive team player
Excellent verbal and written communication
Proactive, creative problem-solving skills with an ability to remain calm and professional at all times
Clear criminal record check
Available to work full-time hours, including evenings and weekends

Responsibilities

Respond to calls received by Scandinave Spa Whistler as per spa standards.
Maintain a prompt, professional, and sales-focused phone manner.
Clearly and confidently communicate the value of our Thermal Journey, Massage Services, and spa products to help guests make informed booking decisions.
Respond to voice messages, emails, and messages in a prompt, professional, and sales-focused manner.
Demonstrate strong written and verbal communication skills in all guests and team interactions.
Make reservations with accuracy and efficiency, ensuring guest preferences are recorded and communicated clearly.
Proactively identify guest needs and offer appropriate services, upgrades, or packages to enhance their experience and maximize revenue.
Use Zenoti to process reservations, gift cards, and packages with precision and attention to detail.
Maintain an up-to-date knowledge of current and upcoming promotions, packages, and seasonal offerings.
Support group inquiries and bookings according to the Sales and Marketing Team's direction.
Complete third-party bookings provided through the Inntopia platform.
Work with the Massage Department to ensure therapist schedules are balanced and efficiently booked.
Ensuring massage appointments are evenly distributed among our massage contractors throughout the day.
Completing shift modifications for shift coverage, sick calls and add-ons to the massage contractor's schedule.
Ensure consistent coverage of the Massage Pavilion Check-in desk to support the smooth operation of massage services.
Provide positive, service-driven leadership to motivate and guide the Reservations Team.
Oversee daily operations, ensuring a fair division of tasks and a high standard of guest service.
Support the team in managing complex guest scenarios and service recovery when required.
Uphold and role model the service and IMPRESS standards of Scandinave Spa Whistler.
Train new team members and support ongoing development through coaching and regular feedback.
Ensure the team are meeting and maintaining customer service standards, as set with our training provider.
Contribute to probationary and annual performance reviews; communicate performance concerns to the Senior Guest Experience Supervisor and Guest Experience Manager.
Manage daily, weekly, and monthly reporting for the Reservations Team, tracking performance, and booking metrics.
Oversee the Reservations Team’s participation in incentive programs, ensuring fair tracking, communication, and motivation.
Maintain an orderly and clean environment in the Reservations area.
All other tasks requested of you for the smooth and efficient function of the Scandinave Spa Whistler.