Wellness Reservation Supervisor

This job description serves as a guide for establishing the criteria to fill a specific job, and to assist in employee evaluation related to that job. The description is subject to change at management's discretion and may include additional or different duties as assigned or directed.

The Wellness Reservations Supervisor is responsible for, but not limited to, maximizing room and spa revenue through management of the suite and spa inventory, and for managing the day-to-day activities and duties of the Wellness Reservations Specialists and Resort Communication team. The Wellness Reservations Supervisor needs to be versed on accommodations options/ promotions, packages, spa, and wellness services and offers, and onsite fitness classes. They will need to be able to communicate these options to guests in a clear and enthusiastic demeanor and also be able to motivate and train their team to do the same. The Wellness Reservations Supervisor acts as the liaison for the Wellness Concierge and Wellness Reservations teams. At all times the Wellness Reservations Supervisor needs to ensure that Carillon Miami Wellness Resort operational policies and procedures are adhered to as well as Forbes and Leading Hotels of the World standards.

1. Essential Job Functions

1. Manage all aspects of reservation department in the absence of the Wellness Reservation Manager.
2. Monitors the department team members calls regularly as defined by established standards to proactively ensure all call handling requirements are being achieved.
3. Assist Wellness Reservations Manager with hiring, scheduling, retaining, training, and developing team members.
4. Effectively manage daily correspondences and operational tasks to exceed guest expectations.
5. Assist callers by selling future room accommodations and spa services as well as assisting existing reservation inquiries via phone or email correspondence 
6. Assist LHW call center with reservation inquiries, published rates, and closing sales.
7. Complete and maintain potential and current guests’ profile in Opera (emails, address, country, etc.) and SpaSoft for database and accurate production reporting.
8. Maintain a high level of performance and productivity.
9. Promptly follow up with guest inquiry leads for second chance room bookings via outbound calling and or email correspondence 
10. Maintain thorough knowledge of room rates, incentives, travel network amenities, packages, discounts that may be available 
11. Enhance/Upsell bookings by offering different room types and services available.
12. Correspond with groups and travel agents answering special requests for rooms and rates.
13. Follow up with any guest related questions or issues to assure guest satisfaction 
14. All calls must be personalized to the guests. 
15. Maintain full knowledge of all booking, cancellation, and other policies as well as advise guest accordingly 
16. Must speak clearly with enthusiasm for the guest’s visit while maintaining a gracious tone. 
17. Follow all Leading Hotel and Spa standards and works with leadership team to ensure staff adhere to standards. 
18. Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time 
19. Maintain a professional appearance and cordial attitude to all guests, employees, and staff members of the hotel at all times. 
20. Strong Dialogue with Front Office and Wellness Concierge departments to ensure guest requests and needs are met and communicated in a timely manner 
21. Complete any special assignments as designated 
22. Any other duties as assigned by Supervisor.

1. Education, Experience and Skill Requirements

1. Minimum 2 years Reservations Sales Experience required.
2. Opera PMS experience required.
3. Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette.
4. REVINATE Narrowcast and Dashboard knowledge preferred.
5. Knowledge of Forbes Hotel standards preferred.  

Carillon Miami Wellness Resort is an equal opportunity employer.