Spa Reservation
The Ballantyne, a Luxury Collection Hotel
10000 Ballantyne Commons Parkway
Charlotte,
NC
28277
Job Description
Job Summary
The Spa Reservations Agent is responsible for managing all spa bookings and inquiries primarily via phone and email. This role serves as the first point of contact for guests, providing a warm, professional, and knowledgeable experience while assisting with scheduling services, answering questions, and promoting spa offerings. Ensures accuracy of all reservations, maximizes appointment availability, and delivers exceptional customer service to create a seamless and positive guest experience from the first interaction.
Job Duties
3 different Shifts:
Monday -Friday 7am-2pm
Monday-Friday 2pm-8:30pm
Wednesday-Sunday 7am-3:30pm
Spa Reservations
- Answers the telephone: answers questions, handles inquiries, directs the calls, makes appointments, etc.
- Acts as a resource for all policies, programs, services/activities involved with the spa. i.e., cancellations policies, service charges, retail items, treatment procedures, options available, greens conditions, etc.
- Schedules appointments for services, for same day as well as future reservations for spa.
- Continually strives to understand all the services, products and retail items offered and stays up to date in changes/additions.
- Maintains a sense of order and efficiency in spa operations through properly scheduling guest appointments.
- Maintains effective guest and interdepartmental relations.
- Ensures a pleasant and memorable experience for each guest and is willing to go above and beyond as necessary to accomplish this.
- Makes confirmation calls for all spa appointments
- Returns any missed calls or voice mails
Additional responsibilities as needed.
Education and Experience
- High school diploma or equivalent
- One-year related customer service experience, preferably in a luxury spa or hotel setting
- Experience using reservations and POS systems preferred.
Skills & Abilities
- Strong verbal communication skills
- Excellent time management and organizational skills
- Basic computer and math skills
- Ability to pay close attention to detail
- Ability to work a flexible schedule, including evenings, weekends and holidays to accommodate business need
Physical Requirements
- Ability to stand for extended periods, walk, hear, talk, kneel, bend, stoop, grasp, reach and perform repetitive motions.
Ability to push, pull, lift, carry or otherwise move up to 10 lbs. regularly and up to 50 lbs. occasionally.
About The Ballantyne, a Luxury Collection Hotel
The Ballantyne, a Luxury Collection Hotel
Charlotte welcomes guests with gracious service, elegant accommodations and abundant amenities. Explore the spa, 24-hour room service, afternoon tea and leisure offerings. The Ballantyne features beautiful hotel rooms, a lovely cottage and The Lodge at Ballantyne, a 35-room group retreat. Meeting and event with event facilities with spacious and picturesque outdoor venues, on-site group activities and creative culinary offerings.
The Ballantyne is a Northwood Hospitality Hotel that delivers a carefully curated guest experience.
Values
Integrity, Collaboration, Passion
We understand that our people are the hallmark of our success. Our people are the most important assets we have. We are committed to developing talent and building high performance leadership. We understand that the sum of our collective talents and efforts helps us achieve greater results ant thrive. Together is how we succeed.
Benefits
At The Ballantyne, we value our team members and are committed to providing a comprehensive and competitive benefits package.
About Northwood Hospitality
Founded in 2006, Northwood Hospitality (NWH) has established itself as a leading boutique operator with a true understanding of value creation. Our high-touch management philosophy focuses on providing a collaborative and hands-on approach with each hotel team. We rely on real-time operating data to drive both strategies and revenues.
People are our Passion
Our team members, guests, partners and our communities are our passion. We take a people-first approach to learning & developing, ensuring our team members have the skills and tools to succeed.
Our Purpose
Our purpose is to create and nurture an environment that ignites our team members passions; we provide the tools & mentoring to empower them and foster a sense of belonging.
Our Mission
Our mission is to maximize asset value creation and performance.
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Hotel Maintenance Engineer
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Cook
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Laundry Attendant
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Front Desk Agent
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