Experience Planner - Full-Time

[{{ $ctrl._job.status.name | translate}}] Experience Planner - Full-Time
Miraval Arizona Resort and Spa

Posted
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Job description

Description

As an Experience Planner, you are responsible for overseeing the Experience Planning processes while guests are onsite, developing relationships with clients and offering helpful suggestions and solutions to experience planning needs. The purpose of this position is to optimize spa and programs bookings and assist guest relations when needed, providing superior customer engagement with a thoughtful approach to sales.
Essential Functions
 
  • Make authentic connections with Miraval guests.
  • Be visible and welcome all guests entering the resort while offering assistance with property tours, handing out drinks, and directing guests.
  • Create and maintain a positive guest experience using the ten foot rule at all times
  • Assist with scheduling services and activities
  • Monitor and efficiently complete the programs waitlist
  • Offer assistance to Reservations Agents when manager or supervisor is not present
  • Ensure a positive pre-arrival experience for guests by actively monitoring upcoming arrivals for opportunities in itinerary improvement.
  • Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.
  • Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required.
  • Other duties and responsibilities as assigned.

  • Qualifications
    • Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment.
    • Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Visual One preferred).
    • 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.
    • Must be a strong compassionate leader with a self-sacrificing personality.
    • 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.
       
      Remote Agent Qualifications (position can be remote)
    • Same as those outlined above but also include the following:
      • Work at resort in office twice a month
      • High Speed internet
      • At home office or space free of distraction and additional noise (pets, children, room-mates, spouses)
      • Daily Closing report sent to supervision qualifying production:
        • Number of emails answered EP inbox
        • Number of emails answered Res inbox
        • Number of calls received – NEW Skill Set
        • Number of calls received – EP Skill Set
        • Amount of Revenue booked
    Email Communication Assignment
     
    • Reservations Management may assign an agent to have email communication be priority.
    • This agent is responsible for answering all emails that come in the Reservations Inbox as well as the EP inbox with Travel Agent inquiries taking priority.
    • When applicable this agent will reach out to guests via phone and also may be asked to assist with phone calls.
     
    To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    EDUCATION and/or EXPERIENCE
    No prior experience or training necessary.
     
    LANGUAGE SKILLS
    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.
     
    REASONING ABILITY
    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.
     
    PHYSICAL DEMANDS 
    The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel.  The associate frequently is required to reach with hands and arms and talk or hear.  The associate is occasionally required to sit; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The associate must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
     
    WORK ENVIRONMENT 
    The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    The noise level in the work environment is usually moderate.
     

    Requirements

    See description

    Job type
    Fulltime job
    Location
    Tucson, AZ, United States
    Department
    Other
    Starting in
    As soon as possible

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