Area Reservations Sales Supervisor; Hybrid

Area Reservations Sales Supervisor (Hybrid)

Organization
:
Miraval Resorts & Spas – Miraval Austin Resort and Spa

Position Summary
:
Reservations Supervisor will serve as a day-to-day role model to new and existing reservations agents. The individual will demonstrate and execute departmental procedures by ensuring that the culture and guidelines of Miraval are met and that the team meets or exceeds budgeted goals for the department.

• Must create a positive, energetic working environment by maintaining high morale and productivity.
• Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls.
• Assist in creating a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
• Develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department statistical measurements.
• Ensure a positive pre‑arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow‑up.
• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.
• Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required.
• Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
• Assist with onsite Exclusive Resort guest arrivals and/or Onsite Experience Planning per property needs.
• Log into Snowfly weekly and celebrate any recognition and compliment or congratulate agents on accomplishments.
• Navis Reports.
• Call Compliance:
  Auto Compete Report, Lead compliance (non‑booked reasons, field compliance, notes, etc.), call auditing (5 calls daily).
• Revinate modifications.
• Other duties and responsibilities as assigned.
• Onsite Minimum: 3‑day (Required).
• Reservations may be asked to assist at sister properties.

• iAm Days: paid 8 hours experiencing Miraval, twice per year.
• Up to $1000 in Wellbeing or Tuition Reimbursement for personal and professional growth.
• Discounted and Complimentary Hyatt Hotel nights.
• Medical, Prescription, Dental and Vision Insurance on the 30th day of employment.
• 401(k) with company match.
• Generous Paid Time Off program.
• Paid Family Bonding Time and Adoption Assistance.
• Complimentary daily colleague meals.
• Employee Stock Purchase Plan.
• Access to resort facilities including spa services, programs, hiking trails and fitness center.

• Minimum of 2 years of high‑end sales and customer service experience, preferably in a call center, sales/customer service, and/or hospitality environment (preferred, but not required).
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (preferred, but not required).
• 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.
• 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.

No prior experience or training necessary.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and interpret retail product labeling.
• Ability to speak effectively before groups of customers or associates of organization.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

The physical demands described here…