Miraval is seeking an Experience Planner to join our Front Office team. As an Experience Planner, you are responsible for overseeing the Experience Planning once guests are on property, developing relationships with clients and offering helpful suggestions and solutions to experience planning needs. The purpose of this position is to optimize spa and program bookings and assist guest relations when needed, providing superior customer engagement with a thoughtful approach to sales.
- Make authentic connections with Miraval guests.
- Review Daily Manifest, highlighting guests who have not done any pre-planning. Ensuring you touch those guests while onsite and offer expertise in planning their stay.
- Review all guest’s itineraries who are arriving to ensure services meet their documented goal. If needed, connect with them once on site as well.
- Handle all emails in boxes assigned to the reservations team and communicate with guests via email using good verbal communication skills.
- Be proficient in all activities and services of Miraval and personally experience some of the offerings to describe the Miraval guest experience with firsthand knowledge.
- Attend all training classes of Miraval information to stay current on all aspects of Miraval procedures, services and offerings.
- Manage the waitlist daily to ensure any opportunity for a guest is completed in a timely manner.
- Review the daily openings of spa and activities and maximize exposure to those opportunities, thoughtfully suggesting them to guests when they meet their goal.
- Complete daily and weekly reports as assigned.
- Provide helpful and cooperative communication between sales, catering, front office and accounting on a regular basis and all departments as needed.
- Assist Culinary, Programs and Spa when needing a program or service highlighted.
- Other duties and responsibilities as assigned.
- Experience Planners will work on completing their monthly personal revenue goal by answering Experience Planner emails and ensuring they are not missing opportunities on-site as well.
- Work as directed on projects.
- These responsibilities reflect those of their home property; however, since Reservations operates as a collective team, they may be asked to assist with the above tasks at sister properties.
Benefits
- World class resort
- Awarded Fortune’s 100 best companies to work for
- Unlimited use of our fitness center, yoga classes, golf, and lectures
- Positions with incentive & bonus packages
- $1,000 reimbursement for tuition and wellness
- Employee discounts on all spa services and programming
- Discounted and comped rates at Hyatt Hotels
- Positions with flexible schedules
Qualifications
- Minimum of 2 years of high-end sales and customer service experiences, sales/customer service and/or hospitality environment.
- Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Resort Suite preferred).
- Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
- Previous experience in development and delivery of training information.
- Exceptional time management, detail and organizational skills.
- Must be a strong compassionate leader with a self-sacrificing personality.
- Professional demeanor with exceptional verbal, written and electronic communication skills.
- Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.
Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
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