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Spa Reservations Supervisor

Company: Fairmont Scottsdale Princess
Location: Scottsdale
Posted on: September 23, 2022

Job Description:

Spa Reservations Supervisor

The successful Spa Reservations Supervisor will possess strategies for process improvement and maintain an abandonment call rate below 5%, will keep up with the latest hospitality technology trends and ideas to provide a seamless experience, and will offer exceptional 5 diamond service consistently.

What is in it for you:


- Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
- Free meals at our on-site employee cafeteria
- Learning programs through our Academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is your limit!

What you will be doing:

- Define expectations, provide feedback, motivation, team accountability and appreciation
- Process spa reservation requests, changes, and cancellations received by phone, mail, or email
- Train, schedule, motivate and coach employees. Support team to reach common goals
- Outgoing personality, comfortable approaching people
- Ensure uniform and personal appearance are clean and professional
- Report all accidents, injuries, and unsafe work conditions to the Department Manager
- Informed of any ongoing or upcoming activities or events within the spa
- Welcome and acknowledge all guests, anticipate and address guests' needs
- Provide excellent service and hospitality following the brand guidelines to both internal and external customers
- Review proper billing processes according to accounting policies (for promotions, packages, spa members, etc.)
- Research and resolve group reservation conflicts, questions, and requests
- Collaborate with Spa Operations Manager for continued reservation process improvement
- Respond to challenges and obstacles with confidence, team oriented results and positive attitude
- Troubleshoot, resolve, and document any reservation issues and concerns and make proactive changes to processes for future
- Review all Group Resumes with contracted treatment blocks
- Oversee internal call/in house call logs
- Attend Track HS monthly review meetings
- Monitor Spa Reservation Agents daily tasks and checklists to ensure completion
- Audit Spa Reservation Agent calls daily
- Manage and track abandonment call rate daily in Track HS. Run report every day. Maintain at 5-8%.
- Process Credit Card Authorization Forms
- Answer any questions that Spa Reservation Agents may have
- Hire, Interview, and assist in providing yearly reviews
- Consistently offers professional, engaging and friendly service
- Ability to communicate intelligently and effectively in person and over the phone
- Communicate well with other departments; Speak using clear and professional language
- Develop and maintain positive working relationships with others
- Listen and respond appropriately to employee concerns and questions. Address issues as they arise
- Perform 3-4 opening and closing MOD shifts a week
Your team and working environment:

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience Feel Valued, Feel Sparked, We Are One

Keywords: Fairmont Scottsdale Princess, Scottsdale , Spa Reservations Supervisor, Hospitality & Tourism , Scottsdale, Arizona

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