Spa Reservations Supervisor

The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like PTO, matching retirement, travel discounts and more. This place really has it all – except for you!

What’s 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 restaurant
• Learning programs through our Academies designed to sharpen your skills
• Great Medical and Dental benefits, including two employer-funded medical plans, meaning $0 premium if you enroll in the employee-only tier!
• 401K, Direct Deposit, etc.
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!

The Well & Being 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 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
• Supervise Experience Coordinators and assist with their needs for spa front desk and spa reservations.
• 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 Experience Coordinators 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 3-5 opening and closing MOD shifts a week

• Previous experience in a Spa or Hospitality environment preferred.
• Strong interpersonal, organizational, and problem-solving abilities.
• Highly responsible and reliable.
• Able to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to focus on guest needs, remaining calm and courteous at all times.

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

Our commitment to Diversity & Inclusion: 
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS