The Reservations Agent plays a vital role in managing client booking requests. This individual ensures prompt, warm, and professional service while maintaining the high-quality standards of Kōena Spa. By facilitating smooth and seamless reservation processes, the Reservations Agent helps deliver a personalized experience for each guest.
Key Responsibilities:
- Warmly welcome clients over the phone, respond to their inquiries, and provide detailed information about Kōena Spa’s services, products, and activities.
- Handle a high volume of calls and emails with professionalism and efficiency.
- Carefully gather all necessary information to understand client needs and offer tailored solutions that meet their wellness expectations.
- Accurately record reservation requests in the booking system, ensuring proper scheduling and availability of services.
- Actively promote the spa’s services, packages, and products, highlighting special offers and creating upsell opportunities to enhance the client experience.
- Follow up on reservations, confirming details with clients and promptly addressing any questions or concerns.
- Collaborate closely with other departments to ensure seamless coordination between bookings and on-site services.
Qualifications:
- High school diploma or equivalent.
- Significant experience in customer service, preferably in a wellness, spa, or hotel environment.
- Excellent verbal and written communication skills in both French and English, with a respectful, warm, and professional approach.
- Strong attention to detail and the ability to quickly understand clients needs to provide a personalized experience.
- Proficiency in computer tools, particularly reservation systems (e.g., Booker) and Microsoft Suite (Excel, Outlook, Word).
- Ability to upsell services and products by offering personalized recommendations to enhance the client experience.
- Outstanding organizational skills and the ability to manage multiple tasks in a dynamic environment.
- Positive, empathetic, and caring attitude, capable of fostering a calm and relaxed atmosphere aligned with the Kōena Spa spirit.