Reservations Experience Planner - Full-time
- Deliver superior experience planning for guests of all three Miraval Resorts
- Make authentic connections with Miraval guests both on the phone, via email and chat
- Provide helpful and cooperative communication between departments.
- Attain proficiency in the Miraval catalog of experiences.
- Work independently using resources provided.
- Attend training classes to stay current on all aspects of Miraval procedures, services and offerings.
- Assist with Call Shadowing when asked by Reservations Trainer and/or Reservations Leadership.
- Ensure that all guests have been assisted prior to leaving for the day.
- Other duties and responsibilities as assigned.
- Complimentary room nights*
- Unlimited discounted and Friends & Family Room Rates
- Medical, Prescription, Dental and Vision Insurance on 30th day of employment*
- 401K with company match*
- Generous Paid Time Off policy*
- Paid sick time
- Paid Family Bonding Time and Adoption Assistance*
- Tuition & Wellbeing Reimbursement*
- Free colleague meals during shift
- Employee Stock Purchase Plan*
- Access to resort facilities including spa services, programs, hiking trails and gym
PREFERRED QUALIFICATIONS ** Must be within 180 miles or less from Miraval Arizona.
- Positive attitude, willing to take work in a fast-paced environment and thrives with change.
- Goal orientated with a strong desire to meet incentive goals, including sales revenue goals.
- Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests.
- Exceptional time management, detail and organizational skills.
- Professional demeanor with exceptional verbal, written and electronic communication skills.
- Flexible with schedule
- If wanting Remote, prior remote experience in work or school career is required. Experience working independently may qualify.
- Work at resort in office once per month or as directed by manager.
- High Speed internet
- At home office or space free of distraction and additional noise (pets, children, roommates, spouses) and within 180 miles (3 hours) of a Miraval Resort. Agent must be able to come to home property as needed per management.
- Weekly Closing report sent to supervision qualifying production depending on assignment:
- Number of inbound calls
- Number of outbound calls
- Inbound Conversion
- Outbound Conversion
- Additional Notes/Projects
- Reservations Management may assign an agent to have email communication be priority.
- If assigned to Chat and Email Communication, responsible for answering all emails that come in CXOne for Reservations and EP within the same day of receipt.
- When applicable this agent will reach out to guests via phone and also may be asked to assist with phone calls.
- When assigned to the Chat function it is the agent's responsibility to answer chats in an instant manner.
- When assigned to the Chat function it is the agent's responsibility to answer any email leads that come in after hours/overnight.
- Maintaining outbound calls for the following reports:
- Outreach to all guest arriving 60, 30, 7 days prior to arrival to assist with Experience Planning and setting guest up for arrival
- Outreach to guests who did not book a stay the day prior due to rate resistant from Revinate Leads
- Process and outreach to guests who booked online from Reservations Booked Yesterday Report
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