LaRive Spa - Spa Reservationist

Kalispel Tribe Careers•Airway Heights, WA

1d•Onsite

About The Position

Facilitates all incoming calls and reservation activities for La Rive Spa while delivering exceptional guest service and maintaining high-quality hospitality standards. Responsible for managing spa reservations, guest correspondence, confirmation calls, and guest inquiries while ensuring an elevated guest experience consistent with Forbes Four Star/Four Diamond service standards and Kalispel Hospitality values.

Requirements

High School Diploma or General Education Degree (GED) required.
Three (3) to six (6) months of related experience and/or training required.
Ability to obtain and maintain a work permit.
Valid driver’s license (Must be in possession while operating a Tribal Vehicle).
Available and willing to work nights, weekends and holidays as required.

Nice To Haves

One (1) to two (2) years of related college coursework preferred.
Experience in a Four Star/Four Diamond hotel or spa environment preferred.

Responsibilities

Ensures compliance with Kalispel Tribe of Indians Internal Controls and Northern Quest Resort & Casino policies and procedures.
Answers incoming telephone calls promptly and professionally.
Maintains proper phone etiquette and delivers a polished, guest-focused experience.
Provides anticipatory service in a thoughtful and intuitive manner.
Demonstrates genuine interest and concern for guest needs and requests.
Maintains working knowledge of organizational departments to accurately direct and transfer calls.
Obtains information necessary to assist guests efficiently, accurately, and courteously.
Answers guest questions regarding spa services, amenities, specials, products, and facility information.
Maintains a positive and professional demeanor while effectively resolving guest concerns and inquiries.
Monitors appointment availability and provider schedules to maximize booking opportunities.
Utilizes spa reservation systems to maintain accurate and current guest reservation information.
Uses effective interpersonal communication skills when interacting with guests and team members.
Collaborates with team members to maintain high guest service standards.
Performs accurate daily confirmation calls in a timely manner.
Processes guest credit card information accurately and securely.
Promotes spa services, upgrades, and add-on offerings during reservation interactions.
Maintains Forbes Four Star/Four Diamond service standards.
Completes reservation calls thoroughly and accurately.
Accurately records guest information and prevents duplicate guest profiles.
Maintains knowledge of gaming, hotel, spa, salon, and resort amenities.
Shares information with other departments to support operational success and guest satisfaction.
Maintains guest confidentiality standards.
Maintains knowledge of Camas Club policies and procedures.
Follows management-developed call scripting and maintains proper call control techniques.
Maintains control and protection of company assets.
Responsible for maintaining regular attendance and punctuality.
May be required to serve as a panelist for Internal Review Hearings.
Performs additional duties as assigned by leadership.