Reservations Manager

Location: Austin, Texas
Job # 11616387
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milk + honey was founded in 2006 by Alissa Bayer, and has since become Texas’ premier destination for an exceptional day spa experience. From a single standalone spa in downtown Austin, milk + honey has grown to include a collection of five spas—with two more slated to open in early 2019 and national expansion on the horizon. With a core menu of therapeutic treatments and select seasonal specials, milk + honey operates with a philosophy centered on healing, wellness, and relaxation. milk + honey spas use only the cleanest products for every treatment and the brand is a champion of organic, non-toxic ingredients. milk + honey’s eponymous product line—used throughout the spas and sold in-spa and online—was born in 2013 and developed in collaboration with a team of more than 50 estheticians and massage therapists to be hyperclean and effective, made with only the highest-quality ingredients and pure essential oils. milk + honey was at the forefront of the clean beauty revolution over a decade ago and continues to redefine and democratize the day spa experience for everyone by providing therapeutic and accessible respites and effective and luxurious skincare products to indulge, unwind, and cleanse the body and mind.

The Reservation Center (RC) Manager performs a full spectrum of duties, ensuring exceptional client service, employee satisfaction and the financial health of the business. The essential duties and responsibilities for the RC Manager position include:
 
Daily Operations
  • Perform Reservationist duties in times of heavy volume or short staffed shifts
  • Possess superior customer service skills and knowledge to mediate all situations with a calm, helpful demeanor
  • Be the point person for our operating system and the ability to troubleshoot issues
  • Work closely with m+h Leadership to implement and make continuous improvements to the RC by developing procedures and call scripts (when appropriate) and other tools to ensure that the RC team performs excellent customer service; serve as a consultant to creating protocols
  • Monitor key RC metrics and RC staff performance. Motivate and inspire the RC team; provide incentives for improving the quality of calls; communicate goals and statistics for each pay period
  • Supervise, coach and analyze all LIVE chat activity; perform call audits and coach team to results
  • Make business decisions by reviewing data such as ATP | calls per hour | hold times | missed calls | booking efficiency | conversation rate
  • Conduct weekly inventory and maintain reservations supplies in keeping with spa procedures; keep a tidy work space
  • Ensure all equipment is appropriately labeled and functioning correctly, educate each staff member in its proper usage and coordinate with Leadership in a timely manner regarding any repair, replacement or maintenance required
 
Employee Relations
  • Play a role in milk + honey’s hiring process and actively participate in and/or supervise the on-boarding, orientation training and review process for new RC hires
  • Possess the ability to pinpoint weaknesses and areas of opportunity within the RC team, communicate to Leadership and collaborate on solutions
  • Enter and edit new and existing employees schedules, adjust time clocks
  • Train, quiz and prep new hires and existing front desk staff
  • Conduct quarterly RC staff meetings, coordinate with Leadership to ensure attendance
  • Provide MOD support to leadership team as needed; participate in leadership meetings
  • Provide the RC team with a positive and motivating work environment, including ensuring that RC staff is well integrated into the milk + honey culture and building strong ties with other Partisans
 
General Requirements
  • Demonstrate calm ability to multitask in a high pressure environment
  • Required to work weekends, and adjust schedule based on call volume and client demand
  • Be available on a limited on-call basis for protocol and system questions; Set an example by being flexible and punctual in your schedule
  • Exhibit a professional, polished appearance at all times
  • Personify milk + honey’s 4 Principles in every interaction with clients and coworkers
  • Must be able to sustain reasonable physical activity for the duration of a scheduled shift
  • Must be able to hear so as to effectively understand customer’s needs
  • Must be able to lift up to 25lbs
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