Wellness Reservations Manager (Temp/ Task Force)

Are you an experienced Reservations Manager looking for an exciting short-term opportunity in a luxury wellness resort? We are seeking a skilled professional to lead our Wellness Reservations Team for approximately three months while our current manager is on leave. This role offers a chance to oversee one of the largest spa reservation operations on the Eastern Seaboard, right on the water, with a focus on delivering exceptional guest experiences. If you thrive in a high-end hospitality setting and have a strong background in hotel and spa reservations, we invite you to apply!

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 Manager is responsible for overseeing the hotel and spa reservation process, ensuring seamless management of room, suite, and spa inventory. This role involves leading the Wellness Reservations team, overseeing daily operations, and implementing strategies to optimize revenue through effective management and room block coordination—all while maintaining the highest standards of guest service.

Key responsibilities include managing incoming booking requests, ensuring accurate room availability, handling guest inquiries, and providing training and motivation to the team. The Wellness Reservations Manager must be well-versed in the resort’s accommodations, promotions, packages, spa and wellness services. Effective communication, clarity and enthusiasm with guests while also fostering the same approach within their team.

In this role you must be a clear and effective communicator with guests but also interdepartmentally ensuring operational policies and procedures are followed while maintain all standards within the Leading Hotels of the World guidelines working closely with the Director of Operations and Director of Sales & Marketing.

• Oversee daily performance of the Wellness Reservations Specialist & Resort Communication team to maximize voice and email conversions while maintaining exceptional customer service.
• Supervise and coordinate all reservations activities, ensuring accuracy and efficiency.
• Manage the hotel’s reservation systems (PMS, CRS, OTA platforms) and generate daily, weekly, and monthly performance reports including daily review of hotel and spa arrivals, monitoring VIPs, special guests, and special requests.
• Support with department reporting including but not limited to daily pick up and forecast, weekly STR input, bi-weekly operational forecast, weekly reservation performance report, etc.
• Manage room and spa service bookings to maximize occupancy and utilization.
• Assist the group manager by supervising inputting of group blocks, ensuring accurate billing and reservation notes.
• Process travel agent and all third-party monthly commissions and other monthly reconciliation reporting.
• Train and manage the reservations team, including call coaching, documentation and sales training with over flow call center, promoting a positive and service-oriented work environment.
• Track and report team performance, including goals, incentives, and KPIs.
• Work closely with the revenue and sales team to ensure proper execution of sales strategies.
• Recognize and integrate sales opportunities into daily tasks, working towards sales targets set by the Director of Sales & Marketing.
• Act as the primary point of contact for guest concerns related to suite and spa reservations.
• Take ownership of guest challenges and collaborate with other departments and third-parties to execute solutions with proper documentation of all guest-related issues and irregularities in the reservation system.
• Communicate details of promotions, packages, and special requests to relevant departments.
• Ensure clear and effective communication with both team and guests/residents.
• Adhere to hotel policies on billing, routing, master accounts, A/R accounts, and PM accounts.
• Enforce all service and quality standards including but not limited to Carillon service standards, Forbes and Leading Hotels of the World (LHW) standards.
• Stay informed and adaptable to changes in technology, techniques, services, and offerings as needed.
• Take on other job-related responsibilities as directed by management.

• Previous guest service in hospitality) required
• Minimum 2 years supervisor experience.
• Experience with hotel PMS System (Opera) and Synxis (preferred) or other PMS and central reservation system is required.
• Spa Soft and Revinate (reservation sales) experience preferred
• Must possess excellent communication, organizational, written and verbal skills.
• Demonstrates effective sales skills with the ability to close sales.
• Highly motivated with strong closing skills.
• Must be able to interact efficiently and professionally with a diverse group of people (i.e., potential guests, guests, management and staff).
• Detail oriented and well organized with the ability to follow through on all reservation activities.
• Able to analyze information, problem-solve and make practical decisions.
• Ability to ensure confidentiality of guest and data.
• Works well in a team environment and can excel independently with minimal supervision.
• Ability to prioritize, organize work assignments and delegate responsibilities.
• Must demonstrate a professional demeanor and must work in an efficient manner..
• Must be able to remain calm under stressful situations.
• Must be available to work weekends and holidays.
• Proficiency in Spanish is preferred but not mandatory.

The Carillon Miami Wellness Resort is an equal opportunity employer.