Wellness Reservations Specialist - Full Time

I. Job Summary

Responsible for selling future room accommodations and spa services. The Wellness Reservations Specialist provides five-star guest experience, assists with current or future rooms or spa reservation inquiries, books reservations with the goal to enhance the overall resort experience and assist in achieving room and spa revenue goals.

II. Essential Job Functions

A. Assists callers by selling future room accommodations and spa services as well as assisting existing reservation inquiries via phone or email correspondence

B. Assist LHW call center with reservation inquiries, published rates, and to close sales

C. Complete guests profile in Opera (emails, address, country, etc.) and SpaSoft for database and accurate production reporting

D. Ensures that guest notes are communicated through the POS system

E. Maintain high level of performance and productivity

F. Promptly follows up with guest inquiry leads for second chance room bookings via outbound calling and or email correspondence

G. Maintains thorough knowledge of room rates, incentives, travel network amenities, packages, discounts that may be available

H. Enhances / upsell bookings by offering different room types and services available

I. Corresponds with groups and travel agents answering special requests for rooms and rates

J. Maintains potential and current guest profile information

K. Follows up with any guest related questions or issues to assure guest satisfaction

L. All calls must be personalized to the guests.

M. Have full knowledge of all booking, cancellation, and other policies as well as advise guest accordingly

N. Must speak clearly with enthusiasm for the guest’s visit while maintaining a gracious tone.

O. Follows all Leading Hotel and Spa standards and works with leadership team to ensure staff adhere to standards.

P. Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time

Q. Maintains a professional appearance and cordial attitude to all guests, employees, and staff members of the hotel at all times

R. Strong Dialogue with Front Office and Wellness Concierge departments to ensure guest requests and needs are met and communicated in a timely manner

S. Completes any special assignments as designated

T. Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

III. Education, Experience and Skill Requirements

A. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

B. Must possess excellent interpersonal and communication skills.

C. Must be professional and outgoing and able to represent the Carillon at a public level.

D. Must be guest- service oriented and able to work effectively under pressure.

E. Minimum of 1 year related experience and/or training in reservation or hospitality industry.

F. Experience with Opera is desired.

G. Sales Center, Inside Sales or Call Center experience is a plus.

H. Previous use of Microsoft Office with emphasis on Outlook and Excel is required.

I. Able to work a flexible schedule

J. While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear.

K. The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls

L. Position may require reaching with hands and arms

Carillon Miami Wellness Resort is an Equal Opportunity Employer.