Reservations Team Lead

**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 assist the Reservations Supervisor in daily Reservations tasks
- To assist the Massage Services department with same day Therapist schedule modifications
- To support and be a role model for Reservations Agents
- To answer phone calls and make bookings over the phone
- To sell and promote the products and services offered by the Scandinave Spa Whistler

**Job Type: Full-Time**

**Hourly Rate**: $22.66

**Benefits**:

- Spirit Pass or Wellness package
- Complimentary thermal baths membership for yourself
- Extended Health Benefits after 3 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
- Staff Housing, based on availability
- Flexible Schedule

**Tasks & Responsibilities**:
**Completing the following tasks with positive leadership, keeping the Reservation team motivated and guiding the team to a high standard of service:

- Work alongside the Massage Department to support Massage therapists with Daily schedule needs.
- Ensuring Massage appointments are evenly disrupted to our therapists throughout the day.
- Completing Shift modifications for shift coverage, sick calls and add-on to the massage therapist schedule.
- Assist Reservation Agents with guest calls and complex guest situations.
- Answer guest questions regarding the Scandinavian Baths, Massages Services and other products offered at the Scandinave Spa;
- Complete opening and closing reservations procedures;
- Assist with third party bookings
- Assist the Reservation Supervisor in training of new staff.
- Ensure an equal division of daily tasks within the team
- Assist the Reservation Supervisor in maintaining Customer Service Standards
- Assist Massage Coordinators with Massage Reporting/Tracking
- Assist the Sales and Marketing Coordinator with larger group bookings
- Maintain an orderly and clean environment in reservation area;
- Maintaining an attitude that meets or exceeds the standards set by the Scandinave.
- Assist with hiring and interviews for reservations agent positions.
- Assist in addressing any performance issues with supervisor and manager.
- All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler.

**Prerequisites**:

- Previous experience in call center preferred
- Proficient with Microsoft Word, Excel, and Outlook
- Energetic and positive team player
- Previous leadership experience preferred.
- Must be able to communicate in English in verbal and written form proficiently. French language skills are an asset.
- Must be able to think on their feet, be proactive, problem solve, and deal with change on a daily basis
- Full time, including weekends and evenings.

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