Contact Centre Representative (Elmwood Spa, elmspa)

Elmwood Spa; Toronto; On-site; CAD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Paid training and coaching

Career growth opportunities

Collaborative team environment

Performance incentive programs

Comprehensive benefits package

Employee discounts on services and din

Job summary

Elmwood Spa is seeking a Call Centre Representative to deliver exceptional guest experiences by handling reservations, inquiries, and spa interactions. The role requires professionalism, a guest-focused mindset, and the ability to thrive in a fast-paced environment.

You will manage calls, emails, and bookings, maintain accurate records, and stay informed about promotions and services to recommend the best options for each guest.

Qualifications

• Minimum 1 year of customer service experience in a call/contact centre or hospitality setting.
• Exceptional verbal and written communication with a professional, guest-focused attitude.
• Strong organizational and multitasking abilities with problem-solving skills.

Responsibilities

• Handle inbound/outbound calls, emails, and voicemail inquiries.
• Process reservations, online bookings, gift cards, product orders and group bookings.
• Assist guests with questions and follow up to ensure outstanding service.

Skills

Customer service

Verbal and written communication

Organization & multitasking

Problem solving

Self-motivation & teamwork

MS Office proficiency

Tools

Microsoft Office

Reservation/booking systems

Job description

Elmwood Spa is looking for a customer-focused Call Centre Representative to provide exceptional service while assisting guests with reservations, inquiries, and spa experiences. If you thrive in a fast-paced environment and enjoy creating memorable guest experiences, we’d love to hear from you.

Key Responsibilities

• Handle inbound and outbound calls, emails, and voicemail inquiries in a professional and courteous manner.
• Process reservations, online bookings, gift card and product orders, appointment confirmations, and small group bookings.
• Assist guests with questions, resolve concerns, and provide timely follow-up to ensure outstanding service.
• Maintain accurate booking records, process Moneris reports, and complete administrative tasks.
• Maintain current knowledge of Elmwood Spa, elmspa, Bangkok Garden, partner packages, promotions, products, and services to confidently recommend the best options for each guest.
• Achieve established quality, sales, and guest satisfaction goals while delivering an exceptional guest experience.

Qualifications

• Minimum 1 year of customer service experience in a call/contact centre, guest services, telemarketing, or hospitality environment (hospitality experience is an asset).
• Exceptional verbal and written communication skills with a professional, positive, and customer-focused attitude.
• Strong organizational, multitasking, and problem-solving skills.
• Self‑motivated and able to work independently as well as collaboratively within a team.
• Proficient in Microsoft Office and comfortable learning reservation and booking systems.
• Previous sales or customer service training is considered an asset.
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays.
• Reliable, punctual, and committed to maintaining scheduled shifts.

What We Offer

• Competitive compensation.
• Paid training and ongoing coaching to support your success.
• Career growth and advancement opportunities.
• A supportive, collaborative, and guest‑focused team environment.
• Employee recognition and performance incentive programs.
• Comprehensive benefits package.
• Employee discounts on spa services, products, and dining.

If you are passionate about hospitality, enjoy helping others, and are committed to delivering exceptional guest experiences, we encourage you to apply and become part of the Elmwood Spa team.