Reservations Team Lead

Reservations Team Lead

Our Mission
To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

Vision
To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle.

Fundamental Values

• Authenticity: we are welcoming and genuine. With the simplicity and quality of the experience we offer, we lead by staying true to the Scandinavian tradition through our locations, materials, and scents.
• Team Spirit: we communicate, display empathy and work in a family spirit. We approach change in a positive way, are always willing to help, and rally around common goals.
• Professionalism: we anticipate our guest needs and go above and beyond their expectations, we are experts, we perform at the highest level, we lead by example, are accountable and deliver great results. 

Expectations

• To provide leadership to the Reservations Team to achieve company goals
• To coordinate daily tasks required of the Reservations Team
• To train Reservations team members
• Maintain a professional environment

• To assist the Massage Services department with same-day Massage Contractor schedule modifications
• To offer a warm, friendly and professional welcome to guests over the phone
• To create a comfortable environment for guests
• To sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time

Hourly Rate: $23.57/hour

Benefits

• Complimentary thermal baths membership for yourself
• Extended Health Benefits after 3 months
• Massage Discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Winter Whistler Blackcomb Spirit Pass or Wellness Program
• Complimentary thermal baths membership for one friend, after 3 months
• Corporate discount vouchers for friends and family visiting Scandinave Spa
• Staff accommodation, based on availability
• Flexible Schedule

Tasks & Responsibilities

Operations:

• 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.

Massage Services:

• 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.

Leadership:

• 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

Prerequisites:

• 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

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