Overview Canyon Ranch® has been a trailblazer and an industry-leading proponent of the wellness lifestyle since its founding in 1979. Canyon Ranch has imparted integrative expertise to millions of guests, with established wellness destination resorts in Tucson, Arizona, Lenox, Massachusetts and Woodside, California Wellness Retreat, guests can achieve their goal of living younger longer. In addition, Canyon Ranch operates North Americas largest day spa at The Venetian® hotel in Las Vegas, Nevada. Canyon Ranch is a 13-time winner of Travel + Leisure’s Best Spa Award, an 11-time recipient of the Condé Nast Traveler Best Destination Spa Award, and both wellness resorts were named in the 2019 U.S. News & World Report Best Hotels rankings. Responsibilities WHAT YOU'LL DO AS A COLLEAGUE The primary responsibility of the Lead Reservations Sales Consultant is to support the Reservations Sales Advisors and Supervisors in a variety of tasks including answering questions, handling escalations, and responding to requests and inquires in the Canyon Ranch Reservations shared email inbox, allowing the Reservation Sales Consultants and Supervisors to focus on selling and minimizing their administrative time away from calls. Their overall function includes supporting the Reservation Sales Channel through daily interaction with the Reservation Team monitoring schedule adherence, ensuring business volumes are covered and policies and procedures are followed, providing the highest level of customer service to our customers and guests. You will Maintain call expectations in the areas of rapport building, determining guests’ goals, descriptive selling based on those goals, customer service, knowledge, and closing a sale. This position sells integrated health and wellness packages and is responsible for upselling and cross-selling a large variety of services that includes everything from program enhancements, spa services, exercise programs, medical services, and spiritual experiences. Responsibilities include: Supervision: Act as a Supervisor on Duty when needed by answering questions from other agents, providing guidance in how best to resolve issues or handling escalations. They will also be responsible for monitoring the other agents’ schedule adherence and responding to requests and inquires in the Canyon Ranch Reservations shared email inbox. They also will handle a variety of other support assignments to help learn the overall business. Customer Relations: Proactively maintains a relationship with our Canyon Ranch customer base through meeting or exceeding the required amount of inbound and outbound calls per day as set by management. Answering incoming requests via phone calls, emails, chats and other channels providing direct sales to customers, return guests and travel agents. Answering inbound calls while using active listening skills in a consultative selling approach to assess the customer’s needs and confidentially curate a value-based offer that focuses on the customer’s intentions. Systems: As the voice of the customer and a CR employee, you will maintain customer records and preferences in the company’s Customer Relationship Management (CRM) system. Makes reservations in our Property Management System (PMS) and other tools for tracking and trend reporting. Creates accurate reservations for Tucson and Lenox by inputting data for reservations into our property management computer system using specific coding in multiple fields. Ensures appropriate information is updated and maintained for the customer. Knowledge Base: Working with the various key contacts across the brand to ensure agents have up to date information about the product and services and products Canyon Ranch sells using Microsoft SharePoint (KB) Qualifications WHAT YOU'LL NEED TO BE SUCCESSFUL 1-2 years previous experience in same or related field with some supervisory skills Prior hospitality and/or call center experience a plus Excellent telephone skills and a confident, positive attitude for making reservation sales. Strong organizational and computer skills High School diploma or equivalent. WHAT YOU'LL RECEIVE AS A COLLEAGUE Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide. Generous health plan including Health, Dental and Vision after 30 days of employment 25 Days of personal and holiday time off Supplemental Health care options (including Accidental, Critical Illness and Hospital care) Employer-paid life insurance and Employee Assistance Program Paid Maternity leave Supplemental plan offerings, such as Critical illness and Accident plans, and many more WORK LOCATION: This position will be Hybrid onsite at our Tucson property #LI-CP1