Reservations Agent

Job summary

The Reservations Agent is responsible for managing guest inquiries via phone and email while providing professional, sales-focused service to maximize revenue. They must also maintain accurate booking records in Zenoti and support daily operations at the spa's massage pavilion check-in desk.

Job details

Reservations Agent 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 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 To complete tasks assigned by Team Lead on duty Job Type: Full-Time/Part-Time Hourly Rate: $22.01/hour Benefits: Complimentary thermal baths membership for yourself Extended Health Benefits after 9 months (full-time only) Massage Discounts of up to 35% Food and beverage discounts for onsite café of 25% Winter Whistler Blackcomb Spirit Pass or Wellness Program (full-time only) Complimentary thermal baths membership for one friend, after 3 months (full-time only) Corporate discount vouchers for friends and family visiting Scandinave Spa Staff accommodation, based on availability (full-time only) Tasks & 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. 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. Report on revenue-generating activities. Maintain an attitude that meets and exceeds the standards set by the Scandinave Spa Whistler. Complete tasks assigned by the Team Lead on duty Use Zenoti to process reservations, gift cards, and packages with precision and attention to detail. Demonstrate strong written and verbal communication skills in all guest and team interactions. 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 direction. Complete assigned tasks from the Team Lead and assist in maintaining smooth daily operations. Ensure coverage of the Massage Pavilion Check-in desk throughout the day to ensure the smooth running of the massage services. All other tasks requested of you for the smooth and efficient function of the Scandinave Spa Whistler Prerequisites: Previous customer service experience in call center preferred 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 flexible hours, including evenings and weekends #WHISPA23

What you’ll do

The Reservations Agent is responsible for managing guest inquiries via phone and email while providing professional, sales-focused service to maximize revenue. They must also maintain accurate booking records in Zenoti and support daily operations at the spa's massage pavilion check-in desk.

Requirements

Candidates should have previous customer service experience, preferably in a call center environment, and be proficient in Microsoft Office applications. Strong verbal and written communication skills, a positive attitude, and the ability to work flexible hours including weekends are required.

Benefits

• Complimentary thermal baths membership
• Extended health benefits
• Massage discounts
• Food and beverage discounts
• Whistler blackcomb spirit pass
• Wellness program
• Corporate discount vouchers
• Staff accommodation

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Sales · Preferred
• Communication · Preferred
• Microsoft Word · Preferred
• Conflict Resolution · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Call center operations
• Sales
• Communication
• Zenoti
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Problem-solving
• Time management
• Attention to detail
• Professionalism
• Teamwork
• Conflict resolution
• Empathy
• Energetic
• Call Center Experience
• Customer Service
• Creative Problem Solving
• Discounts And Allowances
• Marketing
• Operations
• Team Leadership
• Verbal Communication Skills
• Writing
• Confident Communicator
• Reservations
• Detail Oriented

Job areas

• Hospitality
• Customer Service & Support
• Sales
• Administrative
• Reservations Agent
• Reservation / Ticket Agent
• Travel Consultants and Clerks
• Reservation and Transportation Ticket Agents and Travel Clerks

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