Job Description

Summary

At Miraval, we embrace individuality, forge authentic connections, and offer creative opportunities. We live what we teach and provide tangible examples of how the power of mindfulness can profoundly transform people’s lives.

Our culture is rooted in the notion of balance. A balanced center grounds us. Its harmony inspires us. Balance is more than not falling, or obtaining equal parts of something. It is a process that is organic, evolving, and perpetually moving toward equilibrium.

Your passion, your life, your work – in balance.

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. 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

• 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.

We offer excellent benefits:

• Complimentary room nights*
• Unlimited discounted and Friends & Family Room Rates
• Medical, Prescription, Dental and Vision Insurance on 30 th 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

* Exact benefit package is contingent on status

Qualifications

PREFERRED QUALIFICATIONS

• 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.

Remote Agent Qualifications (position has possibility of being remote after training on-site work and at management’s discretion)

Qualifications are the same as those outlined above but also include the following (further details in Remote Expectations document):

• 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

Chat and Email Communication 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.
• When assigned to the Chat function it is the agent’s responsibility to answer any email leads that come in after hours/overnight.

Outbound Assignment

• 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

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

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