Manage a high volume of incoming calls from Guests and Cast while maintaining high energy, enthusiasm and a positive attitude toward Guests/Cast with each and every call.
Maintain a significant amount of spa and fitness product knowledge, sales strategy, policies and procedure, and Disneyland Resort information.
Treat every call as a sales opportunity by educating our Guests/Cast on Disney spa services and products.
Partner with our Guests/Cast and through discovery offer spa treatment options that match the Guests needs and drive revenue for the business.
Maintain expected standards set by the business in areas of revenue, efficiency, and guest service.
Possess technical proficiency in booking, changing and updating reservations.
Independently multi-task in a fast paced environment while accurately inputting detailed information into the reservation system with continual computer use including Windows, Spa and Hotel reservation systems, internet and intranet sites.
Maintain the integrity of the Disney brand at all times.
Capacity to receive large number of continuous inbound calls on a multi-line system.
Answer incoming calls from Guests or Cast to book, change, or cancel spa or fitness reservations.
Serve as a product subject matter expert providing world-class service in support of revenue-generating spa sales.
Actively promote spa, treatments, services, wellness sessions and retail as well as programs and promotions.
Review guest appointment/schedules as needed.
Maximize booking opportunities. Accurately confirm reservations.
Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation.
Maintain a clean, safe, fully stocked and well organized work area.
Regularly attend/participate in and support ongoing training to continue to be knowledgeable about current spa trends, product updates, system enhancements, etc..
Perform all actions safely in accordance with prescribed methods and equipment, including Safety in Motion techniques.
Basic Qualifications :
Ability to keep up with a fast pace work environment and independently keep up to date with changing product knowledge and policy and procedure changes.
Ability to reflect a professional image while maintaining guest privacy.
Ability to work in a fast paced environment with high attention to detail.
Strong computer skills and knowledge is required .
Ability to use multiple devices throughout the day including iPads, iPhones, hand-held radios and desktop computers.
Ability to handle difficult/sensitive situations independently, while confidently utilizing service recovery methods.
Must be able to maintain professionalism in high pressure situations and be knowledgeable of emergency procedures.
Strong verbal communication skills.
Must have enthusiasm and possess excellent Guest service skills.
Receptive to special requests and proactive in anticipating Guests needs.
Proficiency in OPERA hotel property management system.
Familiarity with a spa reservations system.
Additional Information :