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Reservations Supervisor

4 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.

**Benefits**:

- Complimentary thermal baths membership for yourself plus 1 other friend
- Winter Whistler Blackcomb Spirit Pass or Wellness Program allowance
- Extended Health Benefits after 6 months
- Massage Discounts of up to 65%
- Food and beverage discounts for onsite café of 35%
- Corporate discount vouchers for friends and family visiting Scandinave Spa
- Staff Housing, based on availability
- Flexible Schedule

**Tasks & 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 reservations procedures.
- Assist with third party bookings such as Inntopia, Hero, Whistler Central Reservations, etc.
- Implement Oculus targets.
- Create monthly report for Guest Experience.
- 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 Baths.
- 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**
- Hire and train Team Leaders and Agents.
- Prepare Call Centre Agents to respond to customer questions and complaints and troubleshoot problems with services or products.
- Continuous development of procedures and team training.
- 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 TAC reservation system.
- Complete necessary team reviews and discipline where necessary.
- Assist with producing and updating all training manuals.
- Identifying operational issues and suggesting possible improvements.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other Supervisors and management team members to support agents and maximize customer satisfaction
- Coordinate the lunch break schedule.
- Coordinate with Front Desk Supervisor to upload weekly schedules onto ADP.
- Assist Manager with daily audit of payroll.
- 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