LaRive Spa - Spa Reservationist

Summary of Functions

Facilitates all incoming calls and reservation activities for La Rive Spa while delivering exceptional guest service and maintaining high-quality hospitality standards. Responsible for managing spa reservations, guest correspondence, confirmation calls, and guest inquiries while ensuring an elevated guest experience consistent with Forbes Four Star/Four Diamond service standards and Kalispel Hospitality values.

Essential Duties and Responsibilities

• Ensures compliance with Kalispel Tribe of Indians Internal Controls and Northern Quest Resort & Casino policies and procedures.
• Answers incoming telephone calls promptly and professionally.
• Maintains proper phone etiquette and delivers a polished, guest-focused experience.
• Provides anticipatory service in a thoughtful and intuitive manner.
• Demonstrates genuine interest and concern for guest needs and requests.
• Maintains working knowledge of organizational departments to accurately direct and transfer calls.
• Obtains information necessary to assist guests efficiently, accurately, and courteously.
• Answers guest questions regarding spa services, amenities, specials, products, and facility information.
• Maintains a positive and professional demeanor while effectively resolving guest concerns and inquiries.
• Monitors appointment availability and provider schedules to maximize booking opportunities.
• Utilizes spa reservation systems to maintain accurate and current guest reservation information.
• Uses effective interpersonal communication skills when interacting with guests and team members.
• Collaborates with team members to maintain high guest service standards.
• Performs accurate daily confirmation calls in a timely manner.
• Processes guest credit card information accurately and securely.
• Promotes spa services, upgrades, and add-on offerings during reservation interactions.
• Maintains Forbes Four Star/Four Diamond service standards.
• Completes reservation calls thoroughly and accurately.
• Accurately records guest information and prevents duplicate guest profiles.
• Maintains knowledge of gaming, hotel, spa, salon, and resort amenities.
• Shares information with other departments to support operational success and guest satisfaction.
• Maintains guest confidentiality standards.
• Maintains knowledge of Camas Club policies and procedures.
• Follows management-developed call scripting and maintains proper call control techniques.
• Maintains control and protection of company assets.
• Responsible for maintaining regular attendance and punctuality.
• May be required to serve as a panelist for Internal Review Hearings.
• • Performs additional duties as assigned by leadership.
Supervisory Responsibilities
• This position has no supervisory responsibilities.
Education
• High School Diploma or General Education Degree (GED) required.
Experience
• Three (3) to six (6) months of related experience and/or training required.
• One (1) to two (2) years of related college coursework preferred.
• Experience in a Four Star/Four Diamond hotel or spa environment preferred.
Other Requirements
• Ability to obtain and maintain a work permit.
• Valid driver’s license (Must be in possession while operating a Tribal Vehicle).
• Available and willing to work nights, weekends and holidays as required.

Physical Demands
The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made in accordance with applicable law.
• Ability to lift and/or move objects weighing up to 20 pounds occasionally.
• Frequent verbal communication and active listening required.
• Frequent repetitive movement involving wrists, hands, and fingers.
• Frequent sitting and/or standing for extended periods.
• Frequent walking throughout the facility.
• Occasional use of stairs or ramps.
• Occasional bending, stooping, and crouching.
• Requires close vision, distance vision, color vision, and the ability to adjust focus.
Work Environment
• The work environment characteristics described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made in accordance with applicable law.
• While performing the duties of this position, the employee may occasionally be exposed to tobacco smoke, moving mechanical parts, fumes, or airborne particles. The work environment is primarily indoors with moderate noise levels and occasional exposure to changing temperatures and humid conditions.
Travel Requirements
Local