Agent, Reservations (Wellness

Position: Agent, Reservations (Wellness)
Location: Big Sky

Agent, Reservations (Wellness)

(20576)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it's our passion.

Job Summary

The Spa Reservationist is the first and last impression of the spa experience. This role is responsible for delivering exceptional Forbes Five-Star service by creating personalized wellness journeys, anticipating guest needs, maximizing treatment availability, and ensuring every interaction reflects warmth, professionalism, and genuine care.

More than simply answering phones or booking appointments, this individual serves as a trusted wellness concierge-connecting guests with meaningful experiences while balancing operational efficiency, therapist utilization, and revenue optimization.

Successful candidates possess exceptional communication skills, impeccable attention to detail, emotional intelligence, and a passion for creating memorable luxury experiences.

Key Duties and Responsibilities

* Deliver warm, personalized, and anticipatory service during every guest interaction.

* Create memorable first and last impressions through exceptional telephone, email, and in-person communication.

* Build meaningful relationships by recognizing guest preferences and anticipating needs.

* Resolve guest concerns promptly with professionalism, empathy, and ownership.

* Ensure every interaction reflects Forbes Five-Star luxury hospitality standards. Perform additional duties as required by management.

* Manage all spa reservations accurately using the spa management system

* Schedule treatments while optimizing therapist utilization, room availability, and operational efficiency.

* Coordinate individual, couples, VIP, and group bookings.

* Manage waitlists, cancellations, modifications, and appointment confirmations.

* Ensure guest requests, therapist qualifications, and gender preferences are accurately accommodated.

* Guide guests in selecting treatments based on their wellness goals and preferences.

* Develop customized spa itineraries and wellness experiences.

* Coordinate special requests, celebrations, and VIP amenities.

* Provide accurate information regarding treatments, facilities, wellness offerings, and resort amenities.

* Educate guests on arrival procedures, spa etiquette, and wellness recommendations.

* Recommend treatment enhancements and premium wellness experiences.

* Promote retail products that complement guest treatments.

* Maximize appointment availability through strategic scheduling practices.

* Support departmental revenue, utilization, and retail sales goals.

* Encourage future bookings and repeat visits.

* Respond promptly to telephone calls, emails, online inquiries, and internal requests.

* Maintain professional written correspondence consistent with luxury brand standards.

* Maintain accurate guest profiles and reservation notes to personalize future visits.

* Maintain accurate reservations, guest records, and daily schedules.

* Verify pricing, packages, memberships, promotions, and billing accuracy.

* Monitor daily appointment flow and proactively address scheduling conflicts.

* Assist with daily reports, reservation audits, and administrative duties.

* Maintain confidentiality of guest information and adhere to company policies.

* Work closely with therapists, attendants, fitness professionals, and resort departments to deliver seamless guest experiences.

* Communicate schedule changes and operational updates promptly.

* Participate in daily lineups, training sessions, and departmental meetings.

* Support special events, group buyouts, wellness retreats, and visiting practitioner programs.

* Deliver Forbes Five-Star luxury service in every guest interaction.

* Maintain exceptional reservation accuracy and attention to detail.

* Optimize therapist schedules while maximizing guest satisfaction and revenue.

* Demonstrate professionalism, discretion, and emotional intelligence.

* Communicate effectively across departments to ensure seamless operations.

* Build lasting guest relationships that encourage loyalty and repeat visitation.

* Uphold the standards, values, and service culture of One&Only while creating exceptional,…