Reservations Planner

Join to apply for the Reservations Experience Planner role at Miraval Resorts & Spas
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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. You will dig deeper into guests’ intentions and match classes and services to ensure their goals are met.

• Mental Well‑being
• Reconnection Getaway
• Relaxation
• Self‑Connection
• Spa
• Culinary Nutrition
• Outdoor Adventure
• Couples Retreat
• Grief and Loss
• Leadership Fulfillment
• Fitness Focus

• 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.
• Be naturally curious of the interests of others and want to find a solution.
• Monitor Teams chats and Outlook for relevant updates and general correspondence. Respond promptly to inquiries and elevate urgent matters when necessary.
• Other duties and responsibilities as assigned.

• Answer at least 7 calls a day.
• Maintain at least 40 % conversion rate to meet personal revenue goals.
• Maintain 65 % availability for our guests reaching out to collectively work toward a 5 % abandonment goal.
• Zero Auto‑complete leads ensuring every pending lead assigned to you is followed up with.
• Maintain 75 % intention gathering on each reservation call with a guest.
• As you gain consistency, you will be asked to be shadowed by prospective new hires so they can see the role in action.

• Positive attitude, willing to take work in a fast‑paced environment and thrives with change.
• Goal‑oriented 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.

• Must meet the KPI expectations outlined above but also include the following (further details in Remote Expectations document):
• Work at resort in office once a 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.

• 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.

• 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.

Prior sales, preferably phone sales desired.…