Description
The Spa Reservationist serves as a warm, professional point of contact and a vital communication link between guests, spa staff, operations, and other facility departments. This role is responsible for managing all incoming reservation calls with efficiency, accuracy, and professionalism, including booking appointments, processing cancellations, and responding to inquiries regarding services, facilities, group bookings, and special promotions.
The Spa Reservationist delivers exceptional customer service while maximizing spa occupancy and revenue through effective scheduling and guest engagement. This position also requires clear and consistent communication with Spa Management and the Concierge team, ensuring all guest information, reservations, and group details are accurately recorded and maintained.
This is a full-time position that requires flexible availability, including weekends and holidays.
Job Responsibilities include but not limited to:
- Responsible for coordination and booking of Spa services
- Having the knowledge to answer all inquiries pertaining to the spa services and products, making appointments and scheduling therapists
- Upsell services, packages, and specials.
- Communicate and explain all Spa policies and procedures to guests
- Check, respond and follow-up to all voice and email messages.
- Review all reservations booked since your last shift for any errors.
- Take calls from groups to arrange and complete group spa appointments.
- Make sure each guest treatment is entered into Resort Suite correctly and all information should be current and verified with guest
- Resolve any discrepancy on appointments prior to guest arrival. Seek Spa Management assistance, if needed.
- Make all Spa Confirmation calls 36 hours before scheduled appointment, including all required information (i.e., amenities, early arrival, cancellation policy, etc.)
- Check waitlists
- Maintain a positive, friendly, caring, and helpful attitude with guests and all team members at all times
- Assist the reception area with guest requests, check-ins, and check-outs, and selling retail products, as needed.
- Assist with Spa Attendant Duties, as needed, including laundry, inspection and maintenance of the locker rooms, tranquility room, and courtyard
- Work directly with the Spa Management for any downtime activities or projects
Compensation & Benefits:
- Pay: $19.50 per hour
- Medical
- Life Insurance & EAP
- 401(k) Matching
- Aflac Supplemental
- Team Member Discounts
GROW WITH US
Appellation is a culinary-focused hotel company that embraces authenticity and locality in everything we do. We believe in the power of regional character, community, and culture to create exceptional experiences for our guests. Appellation gathers the best from each of our destinations to nurture the growth of the next generation of hoteliers and culinarians. Every element of an Appellation experience is true to place, thoughtfully composed, and crafted with the highest regard to quality.
Appellation Lodi – Wine & Roses Resort and Spa offers the perfect setting for romantic getaways, special occasions, business events, and more. As San Joaquin’s leader in hospitality and culinary excellence, we provide a strong team atmosphere and career growth opportunities in various fields, including hotel industry, culinary arts, event planning, spa & wellness, administration, and management.
Visit https://www.appellationhotels.com/hotels/california-lodi/ to learn more about our resort.
Requirements
- At least 1 year customer service experience specifically scheduling appointments
- Possess professional telephone etiquette for purposes of booking appointments and handling guest requests
- Ability to communicate and describe in an articulate manner the spa offerings and their benefits.
- Be able to make sound decisions by anticipating guest needs
- Ability to handle multiple tasks simultaneously; phones, bookings and requests, checkouts, etc., while maintaining the highest level of customer service
- Possess general accounting skills as required for cash and credit transactions and daily closeout paperwork
- Maintain an understanding and knowledge of the spa industry.
- Must be able to type/write in a proficient manner to ensure a quality and timely product.
- Computer literate and complete all transactions and requests accurately
- Efficiently utilize computer equipment and fax machine to complete all transactions and requests.
- Ability to focus attention on details.
- Ability to prioritize, organize and follow up on tasks
- Must maintain confidentiality of guest information
- Be able to handle guests’ complaints in a courteous and professional manner and stay calm under pressure
Skills Required
- At least 1 year customer service experience specifically scheduling appointments
- Possess professional telephone etiquette for purposes of booking appointments and handling guest requests
- Ability to communicate and describe in an articulate manner the spa offerings and their benefits
- Ability to handle multiple tasks simultaneously while maintaining the highest level of customer service
- Possess general accounting skills as required for cash and credit transactions and daily closeout paperwork
- Must be able to type/write in a proficient manner to ensure a quality and timely product
- Computer literate and complete all transactions and requests accurately
- Ability to focus attention on details
- Ability to prioritize, organize and follow up on tasks
- Must maintain confidentiality of guest information
- Be able to handle guests' complaints in a courteous and professional manner and stay calm under pressure
What We Do
Appellation Lodi - Wine & Roses Resort and Spa is a boutique hotel and resort in Lodi Wine Country, offering luxury accommodations, an innovative restaurant, a wellness spa, and an artisan café & market.
