Reservations Experience Planner

Summary

As an Experience Planner, you are responsible for overseeing the Experience Planning and Reservations process for guests, developing relationships with guests, and offering helpful suggestions and solutions to their wellbeing planning needs. These needs are referred to as an intention. The reason for stay can range for the following intentions and it is the Experience Planners role to dig deeper in these intentions, matching classes and services to ensure their goal is met:

- Mental Well-being

-Reconnection Getaway

-Relaxation

-Self – Connection

-Spa

-Culinary Nutrition

-Outdoor Adventure

-Couples Retreat

-Grief and Loss

-Leadership Fulfillment

-Fitness Focus

You will learn about experiential wellbeing travel and align guest intention with the spa treatments, activities, lectures and workshops to create a life changing Miraval stay.

Experience planners are Miraval experts who move up in the company quickly. This is the perfect position for those who are interested in wellbeing, passionate about Miraval, what we offer, and truly believe in what we sell, and are looking to start a career.

In this position you will be trained to be an expert guide for our guests in the areas of Spa and Integrative Wellness. You will be the first contact for guest inquiries and able to forge relationships with clients before they arrive.

ESSENTIAL FUNCTIONS

1. Deliver superior experience planning for guests of all three Miraval Resorts

2. Make authentic connections with Miraval guests both on the phone, via email and chat

3. Provide helpful and cooperative communication between departments.

4. Attain proficiency in the Miraval catalog of experiences.

5. Work independently using resources provided.

6. Attend training classes to stay current on all aspects of Miraval procedures, services and offerings.

7. Assist with Call Shadowing when asked by Reservations Trainer and/or Reservations Leadership.

8. Ensure that all guests have been assisted prior to leaving for the day.

9. Naturally curious of the interests of others and want to find a solution

10. Monitor Teams chats and Outlook for relevant updates and general correspondence. Respond promptly to inquires and escalate urgent matters when necessary

11. Other duties and responsibilities as assigned.

KPI EXPECTATIONS

· Answer at least 7 calls a day

· Maintain at least 40% conversion rate in an effort to meet personal revenue goals.

· Maintain 65% availability for our guests reaching out in an effort to collectively work towards 5% abandonment goal.

· Zero Auto-complete leads ensuring every pending lead assigned to you is followed up with.

· Maintain 75% intention gathering on each reservations call with a guest

· As you gain consistency in the above, you will be asked to be shadowed by prospective new hires and new hires so they can see the role in action.