Experience Planning Manager

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"Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off."
Location:

Spa & Wellness, Miraval The Red Sea, Saudi Arabia
Department:
Reports To:
Position Summary
The Experience Planning Manager leads the Experience Planning team and ensures a seamless, personalized guest journey from pre-arrival through departure.
Working closely with

Reservations, Front Office, Concierge, Sales, Events Planning, F&B and Spa & Wellness Operations , the role ensures guest preferences, wellness intentions, special requests, and stay details are translated into well-planned and balanced itineraries.
The role also coordinates the planning of

retreats, groups, and special programs , working with Sales & Events Planning and to ensure group itineraries, activities, and wellness experiences are accurately planned and operationally achievable.
The Experience Planning Manager oversees the planning and booking process and optimizes schedules and capacity through

Book4Time . Strong knowledge of

Opera and Book4Time is required

to ensure accurate guest information, efficient booking management, and smooth daily operations.
Key Responsibilities
Experience Planning & Guest Journey
Lead and support the Experience Planning team in delivering personalized and intuitive guest service.
Oversee pre-arrival and in-house itinerary planning based on guest preferences, wellness goals, packages, and special requests.
Ensure guest itineraries are balanced, personalized, and operationally achievable.
Support the team with complex itineraries, VIP guests, special occasions, retreats, groups, and last-minute requests.
Engage directly with guests when additional assistance, service recovery, or management support is required.
Reservations, Front Office & Concierge Coordination
Work closely with

Reservations and Front Office

to review upcoming arrivals and plan and schedule guest itineraries.
Ensure guest preferences, stay details, special requests, VIP information, and package inclusions are communicated and actioned.
Partner with

Concierge

to coordinate resort activities and other guest requests alongside spa and wellness experiences.
Maintain clear communication and handovers between Experience Planning, Reservations, Front Office, Concierge, and Wellness Operations.
Proactively follow up on outstanding requests to ensure guest needs are fulfilled in a timely manner.
Work closely with

Sales, Wellness and Events Planning teams

to coordinate itineraries for retreats, groups, and special programs.
Review group requirements, schedules, wellness activities, spa experiences, and special requests to ensure they are accurately planned and communicated.
Coordinate group and retreat bookings in Book4Time, ensuring appropriate capacity and availability are secured.
Ensure clear communication between Sales, Events Planning, Experience Planning, and operational teams before and during group stays.
Support last-minute adjustments and operational changes to ensure retreats and group experiences are delivered smoothly.
Book4Time & Booking Optimization
Maintain strong operational ownership and knowledge of

Book4Time .
Monitor bookings, availability, practitioner schedules, activity capacity, waitlists, cancellations, and booking patterns.
Optimize bookings and available capacity to ensure smooth operations, healthy experience distribution, and maximum guest satisfaction.
Identify scheduling conflicts, capacity challenges, and booking gaps and coordinate solutions with the Head of Scheduling and operational teams.
Ensure all bookings, changes, cancellations, preferences, and guest notes are accurately maintained in Book4Time.
Monitor high-demand experiences and proactively identify alternatives and solutions for guests.
Operations & Performance
Monitor daily schedules to ensure bookings are accurate, balanced, and aligned with operational capacity.
Work closely with the Head of Scheduling and Wellness Operations to optimize experience utilization and availability.
Monitor booking conversion, utilization, guest satisfaction, and relevant Experience Planning performance indicators.
Support revenue generation through thoughtful recommendations and appropriate upselling of spa and wellness experiences.
Identify operational gaps and implement practical solutions to improve efficiency and the guest experience.
Coach, train, and develop Experience Planners to maintain high standards of service and operational knowledge.
Ensure the team maintains strong knowledge of

Book4Time, Opera, Miraval experiences, treatments, programs, and resort offerings .
Build strong working relationships with Reservations, Front Office, Concierge, Sales, Events Planning, Spa, Fitness, Wellness, and other operational teams.
Conduct regular team briefings and communicate daily priorities, VIP arrivals, groups, retreats, operational changes, and guest requirements.
Promote teamwork, accountability, mindfulness, and continuous improvement.
Qualifications
Qualifications & Experience
· Minimum

3–5 years of experience

in luxury hospitality, spa & wellness, reservations, concierge, Front Office, guest experience, or related operations.
· Minimum

1–2 years of supervisory or management experience

within a luxury hospitality or wellness environment.
·

Strong knowledge of Opera and Book4Time is required.
· Strong understanding of reservations, guest journey planning, booking management, and luxury service standards.
· Experience managing complex individual, group, and retreat itineraries, including bookings, capacity, and special requests.
· Experience coordinating with

Sales and Events teams

for groups, retreats, or special programs is preferred.
· Familiarity with spa treatments, wellness programs, fitness, and experiential hospitality is preferred.
· Fluent in English; Arabic is an advantage.
· Bachelor’s degree in Hospitality Management or a related field is preferred.
Skills & Abilities
· Strong leadership and team development skills.
· Excellent organizational and planning abilities with high attention to detail.
· Strong operational knowledge of

Opera and Book4Time .
· Ability to monitor and optimize individual, group, and retreat bookings, schedules, and capacity.
· Excellent communication and cross-departmental coordination skills.
· Strong guest service and problem-solving mindset.
· Commercial awareness with an understanding of utilization, conversion, and revenue opportunities.
· Calm, professional, and solutions-focused in a fast-paced luxury environment.
· Naturally aligned with Miraval’s values of presence, compassion, mindfulness, and transformation.
· Flexible schedule availability, including weekends and holidays.
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