Spa Reservations Supervisor

The Well & Being Spa Reservations Supervisor will possess strategies for process improvement and maintain an abandonment call rate below 5%, will keep up with the latest hospitality technology trends and ideas to provide a seamless experience, and will offer exceptional 5 diamond service consistently.What you will be doing:Define expectations, provide feedback, motivation, team accountability and appreciationProcess spa reservation requests, changes, and cancellations received by phone, mail, or email  Train, schedule, motivate and coach employees. Support team to reach common goalsSupervise Experience Coordinators and assist with their needs for spa front desk and spa reservations.Outgoing personality, comfortable approaching peopleEnsure uniform and personal appearance are clean and professionalReport all accidents, injuries, and unsafe work conditions to the Department ManagerInformed of any ongoing or upcoming activities or events within the spaWelcome and acknowledge all guests, anticipate and address guests’ needsProvide excellent service and hospitality following the brand guidelines to both internal and external customersReview proper billing processes according to accounting policies (for promotions, packages, spa members, etc.)Research and resolve group reservation conflicts, questions, and requestsCollaborate with Spa Operations Manager for continued reservation process improvementRespond to challenges and obstacles with confidence, team oriented results and positive attitudeTroubleshoot, resolve, and document any reservation issues and concerns and make proactive changes to processes for futureReview all Group Resumes with contracted treatment blocksOversee internal call/in house call logsAttend Track HS monthly review meetingsMonitor Spa Reservation Agents daily tasks and checklists to ensure completionAudit Spa Reservation Agent calls dailyManage and track abandonment call rate daily in Track HS. Run report every day. Maintain at 5-8%.Process Credit Card Authorization FormsAnswer any questions that Spa Experience Coordinators may haveHire, Interview, and assist in providing yearly reviewsConsistently offers professional, engaging and friendly serviceAbility to communicate intelligently and effectively in person and over the phoneCommunicate well with other departments; Speak using clear and professional languageDevelop and maintain positive working relationships with othersListen and respond appropriately to employee concerns and questions. Address issues as they arisePerform 3-5 opening and closing MOD shifts a week