FT-Spa Reservations Agent

Job Description

Job Description

Description:

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our Vision and Mission, we deliver luxurious, effortlessly elegant experiences by being adaptive, present, and engaged for both our guests and one another. Our culture is built on service, respect, teamwork, integrity, trust, and ownership—while always remembering to have fun. We are committed to developing our team members, encouraging collaboration, and supporting career growth in an inspiring hospitality environment.

JOB SUMMARY

The Spa Reservation Sales Agents primary responsibility is to capture as many spa reservations as possible by utilizing effective selling techniques and all available tools. This position contributes to the Sanctuary Spa success by providing a consistently memorable and relaxing spa experience for our guests and members. The Spa Reservation Sales agent will schedule services for individuals and large groups using SpaSoft. Use guest relation skills to confirm scheduled services, answer questions about and promote available services and upselling and cross-selling services and products. This position ensures the safety and comfort of guests, members and employees; with a focus in our superior standards which displays a sense of pride in our Sanctuary Mission, Values, and Vision.

JOB FUNCTIONS

Note: the following duties and responsibilities may not be all-inclusive

• Welcome and acknowledge each and every guest with a verbal greeting, using the guest's name when possible. Upon departure, Thank guests and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests.
• Anticipate guests' service needs, acting on them when possible.
• Promote and sell spa/salon services. 
• Resolve guest situations such as scheduling conflicts. 
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

Communication/Sales

• Speak with others using clear and professional language; answer telephones using appropriate etiquette and pleasant phone voice. 
• Maintain complete knowledge of product, services, and facilities including but not limited to: all hotel facilities and services, hours of operation, spa menu and specific treatments, and able to give a detailed explanation of services, products, and facilities.
• Effectively communicate relevant information with other departments
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 
• Follow through on reservations calls with confirmation letters and brochure requests.
• Attend and participate in sales and business development trainings as required.
• Meet monthly goals set for spa reservation agents.

Guest Scheduling

• Accurately obtain and input Guest profile information for spa reservations. Including email capture on every call.
• Schedule services for individuals and large groups using SpaSoft, reservation software.
• Call guests to confirm scheduled services and update the reservations/cancellations list.
• Use selling guidelines to maximize potential to close each reservations call. 
• Ensure reservation and guest information is entered into the SpaSoft accurately. 
• Ensure all necessary information is received from arriving guests prior to their stay.

Guest Check-In

• Schedule services for individuals and large groups using SpaSoft, reservation software.
• Call guests to confirm scheduled services and update the reservations/cancellations list.
• Check in guests for appointments.
• Advise providers of last minute changes or additions to schedule.
• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations. 
• Ensure reservation and guest information is entered into SpaSoft accurately. 
• Ensure all necessary information is received from arriving guests prior to their stay.

Payment/Cash Handling  

• Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times. 
• Obtain and process guest payments for spa/salon services.
• Count and secure bank at end of shift. 
• Verify payment authorization for checks and credit cards.
• Process adjustment vouchers, correction vouchers, and miscellaneous charges. 

Requirements:

JOB REQUIREMENTS

• Ability to stand, sit, or walk for extended periods throughout the work shift
• Maintain the privacy, security, and confidentiality of guests, associates, and proprietary company information
• Safeguard company equipment, tools, and assets in accordance with established policies and procedures
• Follow all safety, security, and cleanliness standards to support a safe, professional, and well-maintained spa environment
• Promptly report workplace accidents, injuries, safety concerns, or maintenance issues to leadership and/or the appropriate department

Essential Competencies

• Delivers warm, anticipatory, and personalized guest service with a genuine hospitality mindset
• Builds positive relationships with guests and colleagues while working effectively in a collaborative and diverse environment
• Communicates professionally and confidently, with strong listening skills and polished telephone etiquette
• Demonstrates proficiency in English and working knowledge of Microsoft Office programs, including Word, Excel, and Outlook
• Maintains strong organizational skills with the ability to prioritize, multitask, and manage time effectively in a fast-paced setting
• Upholds a professional appearance, positive demeanor, integrity, dependability, and flexibility
• Remains calm, composed, and solution-oriented when working under pressure
• Possesses knowledge of spa and salon services, amenities, and retail offerings, with the ability to enhance the guest experience through thoughtful recommendations and upselling

QUALIFICATIONS

Education

• High School Diploma or GED Equivalent

Related Work Experience

• Minimum of one (1) year related work experience
• Experience in a resort environment is a plus.