Wellness Reservation Manager - Phuket, Mueang Phuket District, Phuket , Thailand - Anantara

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Company Description

Anantara : A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world's most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

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.