Reservations Supervisor

5 months ago

Whistler, Canada Scandinave Spa Whistler Full time

Our Mission
To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

Vision
To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle.

Fundamental Values- Authenticity: we are welcoming and genuine. With the simplicity and quality of the experience we offer, we lead by staying true to the Scandinavian tradition through our locations, materials, and scents.-
- Team Spirit: we communicate, display empathy and work in a family spirit. We approach change in a positive way, are always willing to help, and rally around common goals.-
- Professionalism: we anticipate our guest needs and go above and beyond their expectations, we are experts, we perform at the highest level, we lead by example, are accountable and deliver great results.Expectations- To offer a warm, friendly, and professional welcome to guests over the phone.-
- To coordinate the Reservation Agents’ daily tasks.-
- To support and be a role model for the Reservation Agents and Team Leads.-
- To answer phone calls and make bookings over the phone.-
- To sell and promote the products and services offered by the Scandinave Spa Whistler.-
- To create and assist the Guest Experience Manager with training and development of procedures.**Salary**: $24.68

**Benefits**:
- Complimentary thermal baths membership for yourself-
- Extended Health Benefits after 9 months-
- Massage Discounts of up to 35%-
- Food and beverage discounts for onsite café of 25%-
- Complimentary thermal baths membership for one friend, after 3 months-
- Corporate discount vouchers for friends and family visiting Scandinave Spa-
- Flexible ScheduleTasks & Responsibilities:
Perform the following tasks with leadership by keeping the team motivated in offering services of the highest quality:

- Call Center tasks- Complete opening and closing reservation procedures.-
- Assist with third party bookings such as Inntopia, Whistler Central Reservations, etc.-
- Implement Oculus Customer Service targets.-
- Collate call report data and complete call target reports for the Guest Experience monthly report.-
- Collate comment card data and complete responses to Guests feedback.-
- Organize and manage the Lost & Found.Support the reservation team with difficult guest service situations, e.g.: cancellation policy.-
- Ensure Massage Schedule is always balanced.-
- Answer phone calls, book in massages and process / check the value / give correct information on all gift card types.-
- Provide explanations regarding:- The Scandinavian Thermal Journey.-
- Massages procedures.-
- Maintain an orderly and clean environment in the Reservation area.-
- Maintain an attitude and a level of service in accordance with Scandinave Spa’s standards.-
- Meet with members of the Sales and Marketing department and Massage department regularly to discuss optimizing operations.-
- Assist in keeping the Massage Pavilion stocked for Massage therapists with all required supplies.-
- Ensure the Massage Pavilion desk is always staffed to assist guests with massage check-ins.-
- Maintain cleanliness between each massage in the Massage Pavilion waiting areas.- Team Management- Train Team Leaders and Agents.-
- Prepare Call Centre Agents to respond to customer questions and complaints and troubleshoot problems with services or products.-
- Support staff with difficult customer service situations.-
- Be available to provide answers to the team’s questions.-
- Ensure Agents understand and comply with all call center objectives, performance standards, and policies.-
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.-
- Ensure the execution and sharing of daily tasks within the team.-
- Keep a good knowledge of Zenoti reservation system.-
- Complete necessary team reviews and discipline where necessary.-
- Identifying operational issues and suggesting possible improvements.-
- Working with other Supervisors and management team members to support agents and maximize customer satisfaction.Weekly guest experience meetings with the Guest Experience Manager, Supervisors and Team Leads.Prerequisites:
- Minimum 1 to 2 years in a leadership or supervisory role-
- Previous experience in customer service-
- Previous experience in a call center is an asset-
- B2B sales experience is a strong asset-
- Proficient with Microsoft Word, Excel, Outlook and Sharepoint-
- Energetic and positive team player-
- Must have great leadership, communication, and interpersonal skills-
- Superior English verbal and written communication skills-
- Must be able to think on their feet, be proactive, problem solve, and deal with change daily.-
- Must be available to work full-time and attend functions after work on a semi-regular basis.-
- Must be able to work weekends, holidays, and be flexible to work AM/PM shifts according to business deman

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