Reservation Agent

Job Description

Job Description

COMPANY OVERVIEW
Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY
The Spa Reservation Agent is responsible for managing and booking spa appointments for guests by taking phone calls, emails, and online reservations, providing information about spa services and amenities, ensuring accurate scheduling, and coordinating with the spa team to meet client needs, all while maintaining a professional and client-focused approach. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards.   

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Greet guests warmly over the phone using professional verbiage and etiquette.
• Provide guests with thorough descriptions and guidance on all spa services, treatments, packages, pricing, retail products, and spa amenities, to assist in selecting appropriate treatments.
• Responsible for booking and confirming all spa and salon appointments accurately and professionally, based on guest preferences.
• Promote, sell, and up-sell spa services and packages to enhance the guest experience.
• Maintain accurate guest records, including contact information, treatment history, and preferences.
• Communicate guest complaints or any maintenance issues to Spa Management. 
• Comply with and maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Complete all necessary opening and closing duties.
• Perform other duties as assigned.
• Attend mandatory vendor and company training sessions, as scheduled by Spa Management.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• At least 1-3 years’ experience in customer service, spa, hospitality, sales and/or retail.  
• At least 1 year of luxury retail sales experience.
• Ability to learn, maintain knowledge of, and explain all spa and salon treatments and product benefits to guests.
• Must be sales-driven, and have a customer service-oriented personality, as position requires making spa/product recommendations and selling of products and services. 
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must possess excellent communication skills and phone etiquette.
• Must be organized, proactive, and possess a strong attention to detail. 
• Basic computer software skills, including Microsoft Office.
• Previous experience with Booker, Book4Time, Spa Soft preferred. 

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION: $15.00 per hour + Gratuity Pool + Retail Commission

The hourly pay range for this role is $15.00 - $19.00 . This rate is only applicable for jobs to be performed at  The Red Rock Spa by Well & Being . Pay ranges may vary based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.