Spa Reservationist (Full Time) (36791)

Agua Caliente Casinos•Rancho Mirage, CA

6d•Onsite

About The Position

Provides guests with the Agua Caliente Experience while utilizing Forbes service standards when answering incoming, outgoing, and interoffice calls. Determines the appropriate spa to assist with reservations for the guest's spa day, creates guest experiences, and upsells services. Assists guests with time-sensitive matters, spa-related questions, and performs office clerical duties as needed.

Requirements

High school diploma or GED
Ability to quickly and accurately write messages on a computer.
Must be able to communicate in English.
Must be proficient with computers and Microsoft Office.
Must be able to speak clearly and concisely on the phone.
Ability to build close working relationships with other departments such as the spa front desk, hotel, engineering, F&B and EVS.
Ability to remain calm during challenging situations.
Demonstrates proficient knowledge and utilizes computer programs including but not limited to the spa property software system, property-specific programs for engineering, housekeeping, dining outlets.
Ability to maintain departmental requirements for secret shopper calls.
Ability to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.
Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.

Nice To Haves

Prior reservations experience
Call center experience
Spa experience desirable

Responsibilities

Answers all incoming calls and interoffice calls, transfers calls accordingly to the appropriate person or department.
Schedules spa services to create the best guest experience.
Ensures all Forbes related requirements are met.
Ensures guests understand all policies and are scheduled appropriately during reservations.
Upsells guests on treatments, add-ons, and upgrades.
Ensures guests understand the spa amenities, best practices, supplies they need, what the spa provides, and helps them be ready for the day.
May perform clerical duties such as typing and proofreading.
Provides excellent guest service to both guests and internal staff.
Handles general inquiries regarding Sunstone Spa and The Spa at Sec-he, as well as property outlets like the museum, casino, hotel F&B, and ensures they are connected with departments that can assist.
Maintains property knowledge for Sunstone Spa and The Spa at Sec-he by keeping up-to-date with information provided in the property management system, including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails.
Uses existing resources to gather pertinent information relating to the operations of the spas to answer guest questions.
Answers, screens, and forwards calls in a professional and courteous manner when needed.
May be asked to perform other duties as assigned.
Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.