Experience Planner

Hyatt Hotels Corporation; Saudi Arabia; On-site; SAR 225,000 - 337,000; Full time

Job summary

Miraval Berkshires Resort and Spa in Lenox, MA, is seeking an Experience Planner to curate seamless wellness journeys for guests. You will guide bookings for spa, wellness, fitness, and outdoor experiences, building strong guest relationships and offering tailored recommendations.

You will learn experiential wellness travel, align guest intentions with treatments, lectures, and workshops, and support planning from pre‑arrival to post‑stay with a focus on presence and transformation.

Qualifications

• Minimum 1–2 years of experience in guest services, spa operations, wellness hospitality, or front desk coordination.
• Familiarity with wellness services, spa treatments, and fitness offerings in a luxury resort or retreat setting.
• Proficiency in scheduling systems and digital communication tools.
• Fluent in English; Arabic is a plus.
• Bachelor’s degree is a plus but not required.
• Training or interest in mindfulness, wellness, or holistic hospitality is an advantage.

Responsibilities

• Welcome and connect with guests upon arrival to understand wellness goals and preferences.
• Offer informed guidance on the full range of spa, wellness, fitness, and outdoor experiences available.
• Curate personalized experience schedules that reflect each guest’s unique needs, goals, and energy levels.
• Make thoughtful recommendations to support physical, emotional, and mental well‑being.
• Accurately book and manage guest itineraries using the resort’s scheduling system.
• Coordinate spa and wellness appointments across departments to ensure a smooth guest flow.
• Communicate changes, updates, or recommendations clearly and in a timely manner.
• Liaise with therapists, instructors, and wellness teams to support personalized service delivery.
• Work in close collaboration with Reservations and Wellness Operations teams to ensure seamless coordination, healthy distribution of experiences, and guest satisfaction.
• Check in with guests throughout their stay to ensure satisfaction and adapt plans as needed.
• Provide thoughtful responses to guest questions and requests with warmth, professionalism, and discretion.
• Offer emotional presence and mindfulness in every interaction to support guest well‑being.
• Encourage guest reflection, intention‑setting, and deeper connection to their experiences.
• Collect guest feedback to support continuous improvement and enhance service quality.
• Maintain accurate records of bookings, preferences, and special notes to support team communication.
• Ensure that daily schedules are updated, balanced, and in alignment with operational capacity.
• Support the front‑of‑house team with check‑ins, follow‑ups, and coordination.
• Uphold a calm, welcoming environment in the spa reception and planning areas.
• Contribute to upselling of services, support retail sales, and assist in revenue generation and guest satisfaction metrics.
• Make authentic, helpful connections with guests via phone, email, and chat.
• Assist with outbound calls to guests pre‑arrival to guide planning.
• Respond to email and chat inquiries with timeliness and professionalism.
• Support assigned sales goals and conversion metrics where applicable.

Skills

Guest service

Organizational skills

Communication

Problem-solving

Empathy

Flexible schedule

Education

Bachelor's degree (nice-to-have)

Tools

Scheduling systems

Digital communication tools

Job description

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\"Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off.\"

The Experience Planner at Miraval The Red Sea plays a key role in curating seamless, personalized wellness journeys for guests. This position guides guests in booking their spa, wellness, and fitness experiences, ensuring they are aligned with their personal goals and intentions. As the first point of contact for guests, the Experience Planner builds meaningful relationships, provides tailored recommendations, and offers consistent support throughout the guest's stay.

As an Experience Planner, you are responsible for overseeing the Experience Planning and Reservations process for guests, developing strong connections, and offering helpful suggestions and solutions to their well‑being planning needs.

You will learn about experiential wellness travel and align each guest's intention with the appropriate spa treatments, lectures, activities, and workshops to help create a life‑changing Miraval stay.

Key Responsibilities

Guest Journey Planning

• Welcome and connect with guests upon arrival to understand their wellness goals and preferences.
• Offer informed guidance on the full range of spa, wellness, fitness, and outdoor experiences available.
• Curate personalized experience schedules that reflect each guest’s unique needs, goals, and energy levels.
• Make thoughtful recommendations to support physical, emotional, and mental well‑being.

Experience Booking & Coordination

• Accurately book and manage guest itineraries using the resort’s scheduling system.
• Coordinate spa and wellness appointments across departments to ensure a smooth guest flow.
• Communicate changes, updates, or recommendations clearly and in a timely manner.
• Liaise with therapists, instructors, and wellness teams to support personalized service delivery.
• Work in close collaboration with Reservations and Wellness Operations teams to ensure seamless coordination, healthy distribution of experiences, and guest satisfaction.

Guest Engagement & Support

• Check in with guests throughout their stay to ensure satisfaction and adapt plans as needed.
• Provide thoughtful responses to guest questions and requests with warmth, professionalism, and discretion.
• Offer emotional presence and mindfulness in every interaction to support guest well‑being.
• Encourage guest reflection, intention‑setting, and deeper connection to their experiences.
• Collect guest feedback to support continuous improvement and enhance service quality.

Operations & Service Excellence

• Maintain accurate records of bookings, preferences, and special notes to support team communication.
• Ensure that daily schedules are updated, balanced, and in alignment with operational capacity.
• Support the front‑of‑house team with check‑ins, follow‑ups, and coordination.
• Uphold a calm, welcoming environment in the spa reception and planning areas.
• Contribute to upselling of services, support retail sales, and assist in revenue generation and guest satisfaction metrics.
• Make authentic, helpful connections with guests via phone, email, and chat.
• Assist with outbound calls to guests pre‑arrival to guide planning.
• Respond to email and chat inquiries with timeliness and professionalism.
• Support assigned sales goals and conversion metrics where applicable.

Safety, Culture & Team Support

• Demonstrate a high level of respect for cultural sensitivities and support a multi‑cultural environment.
• Maintain awareness of safety and emergency procedures in all guest interactions.
• Support wellness team in activity organization, session coordination, and operational tasks as needed.
• Adapt to evolving schedules and operational needs with a team‑oriented mindset.

Qualifications

• Minimum 1–2 years of experience in guest services, spa operations, wellness hospitality, or front desk coordination.
• Familiarity with wellness services, spa treatments, and fitness offerings in a luxury resort or retreat setting.
• Proficiency in scheduling systems and digital communication tools.
• Fluent in English; Arabic is a plus.
• Training or interest in mindfulness, wellness, or holistic hospitality is an advantage.
• Bachelor’s degree is a plus but not required.

Skills & Abilities

• Warm, intuitive, and attentive guest service style.
• Strong organizational and multi‑tasking skills with high attention to detail.
• Excellent verbal and written communication.
• Calm and composed under pressure with a problem‑solving mindset.
• Naturally empathetic, supportive, and aligned with Miraval’s values of presence, compassion, and transformation.
• Flexible schedule availability, including weekends and holidays.

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