Reservations Supervisor will serve as a day-to-day role model to new and existing reservations agents. Said individual will demonstrate and execute departmental procedures by ensuring that the culture and guidelines of Miraval are met. In addition to that, one must ensure that the team is meeting and/or exceeding 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.
Other duties and responsibilities as assigned.
The above does reflect that of their home property, however since Reservations does operate as a collective at team – at times they may be asked to assist with the above tasks at their sister properties.
Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.
Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is 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.
Situated in the warm shade of the Santa Catalina Mountains in northern Tucson, AZ, on 400 acres of idyllic land, Miraval is a top-rated all-inclusive destination resort and spa dedicated to helping guests live life in the moment. Since 1995 the property has been consistently ranked as one of the world’s top destination spas by Travel + Leisure, SpaFinder and Condé Nast Traveler.Offering an array of dynamic growth and development programs, one-of-a-kind, luxurious spa treatments, authentic, flavorful and healthful cuisine as well as an expert staff of renowned wellbeing specialists, Miraval helps to open eyes, minds and hearts. In 2012, the resort unveiled the Miraval Life in Balance Spa, a state-of-the-art oasis designed to transform guests both physically and emotionally.
Miraval began in 1995 with a powerfully simple vision: life is more meaningful and enjoyable when physical, emotional, social, spiritual and intellectual components are in balance. Guided by this philosophy, Miraval Resort & Spa was born in Tucson, set against the Santa Catalina Mountains in the High Sonoran Desert. Guests came to Miraval individually or with family and friends to relax, refresh, and learn to live and feel better. There were no strict regimens. Instead, choice was the guiding principle, with a wide range of programs and experiences designed to create overall well-being and help guests become more aware of themselves and their surroundings – live in the moment through the means that works best for them.
Miraval’s pioneering approach to activities, experiences and personal treatments – enveloped in a high-touch, personalized experience for each of its guests – helped to define the destination spa industry that has flourished worldwide in recent decades and led to Miraval’s top ranking by the most respected voices in luxury travel, including Condé Nast Traveler, Travel+Leisure and SpaFinder, just to name a few.