Wellness Reservation Manager

Job Description

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

• Send pre-arrival communications, health questionnaires, medical intake forms, and preparation guidelines.
• Accurately record and communicate guest information, preferences, and special requests to the Wellness Operations Team.

• Arrange airport transfers, special occasions, and VIP requests when applicable.

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

• Provide warm, professional, and proactive communication at all times.

• Uphold service standards, wellness product knowledge, and brand integrity in every interaction.

Qualifications

• College degree in hotel management.
• 3 years experienced in hotel reservations, rooms divisions or wellness industry is highly beneficial.
• Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
• Understand the dynamics of regional & local market, local competitors and events of the destination.
• Strong organizational skills, attention to detail, and a customer-centric approach are also valued.
• Strong computer skills for scheduling and record-keeping.
• Excellent written and verbal communication skills, particularly in English.
• Understanding of industry standards and customer-oriented strategies.
• Familiarity with the specific offerings of a wellness or hospitality business.