Job Details

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 who move up in the company quickly. 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

1. Deliver superior experience planning for guests of all three Miraval Resorts

2. Make authentic connections with Miraval guests both on the phone, via email and chat

3. Provide helpful and cooperative communication between departments.

4. Attain proficiency in the Miraval catalog of experiences.

5. Work independently using resources provided.

6. Attend training classes to stay current on all aspects of Miraval procedures, services and offerings.

7. Assist with Call Shadowing when asked by Reservations Trainer and/or Reservations Leadership.

8. Ensure that all guests have been assisted prior to leaving for the day.

9. Naturally curious of the interests of others and want to find a solution

10. Monitor Teams chats and Outlook for relevant updates and general correspondence. Respond promptly to inquires and escalate urgent matters when necessary

11. Other duties and responsibilities as assigned.

KPI EXPECTATIONS

• Answer at least 7 calls a day

• Maintain at least 40% conversion rate in an effort to meet personal revenue goals.

• Maintain 65% availability for our guests reaching out in an effort to collectively work towards 5% abandonment goal.

• Zero Auto-complete leads ensuring every pending lead assigned to you is followed up with.

• Maintain 75% intention gathering on each reservations call with a guest

• As you gain consistency in the above, you will be asked to be shadowed by prospective new hires and new hires so they can see the role in action.

PREFERRED QUALIFICATIONS

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.

• 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)

• Must meet the KPI expectations outlined above but also include the following (further details in Remote Expectations document):
  
  

o Work at resort in office once a month or as directed by manager.

o High Speed internet

o 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.

o Weekly Closing report sent to supervision qualifying production depending on assignment

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

EDUCATION and/or EXPERIENCE

Prior sales, preferably phone sales desired.

Bachelor's degree is a plus but not required.

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

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.