The Wellness Reservations Manager is responsible for managing all incoming wellness-related inquiries and converting them into confirmed reservations. The role ensures a seamless guest experience from initial contact to arrival by coordinating room reservations and wellness operations. It is both sales-oriented and service-focused, with the goal of maximizing wellness revenue, guest satisfaction, and operational efficiency.
Key Responsibilities
Guest Inquiry & Conversion
- Handle all wellness-related inquiries (phone, WhatsApp, email, website, social media, travel agents) promptly and professionally
- Understand guest wellness goals and recommend suitable retreat programs or treatments.
- Follow up diligently on pending or undecided leads to improve conversion rates.
Booking Management
- Process all wellness bookings: check availability, retreat rates, handle payments, and confirm reservations.
- Ensure accuracy of all wellness rates, retreat inclusions, booking codes, and system updates.
- Collaborate with resort reservations for combined accommodation and wellness retreat bookings.
Prearrival Coordination
Operations Coordination
- Work closely with the Wellness Team to ensure all guest itineraries and program details are finalized before arrival.
- Participate in weekly operations or retreat planning meetings.
- Keep the Reception Team informed about arrivals, program details, special requests, and changes.
Data Management & Reporting
- Maintain accurate guest data and booking records across all platforms.
- Monitor and analyze booking trends, source markets, average length of stay, retreat program participation, and wellness revenue.
- Prepare regular reports for senior management, including segmentation insights and conversion analysis.
Guest Service Excellence