Area Reservations Sales Supervisor (Hybrid)

Miraval Resorts & Spas; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Experience Days

Tuition Reimbursement

Discounted Hotel Stays

Medical Insurance

401K with Company Match

Paid Time Off

Job summary

A luxury resort in Texas is seeking a Reservations Supervisor to lead and develop a high-performing team. The role involves managing guest interactions, ensuring exceptional service standards, and maintaining departmental productivity. Ideal candidates will have sales and customer service experience, proficient communication skills, and be adaptable to various work schedules. This position offers excellent benefits, including well-being reimbursement and discounted hotel stays.

Qualifications

• Minimum of 2 years of high-end sales and customer service experience.
• Exceptional verbal and written communication skills.
• Must be flexible with work hours including weekends and holidays.

Responsibilities

• Create a positive working environment for the team.
• Assist in the training and development of reservations agents.
• Ensure accurate guest information in booking systems.

Skills

Communication Skills

Sales Experience

Customer Service

Time Management

Education

High School Diploma or Equivalent

Tools

GDS

Reservations Software

Job description

Organization - Miraval Austin Resort and Spa

Summary Reservations Supervisor will serve as a day‑to‑day role model to new and existing reservations agents. This individual will demonstrate and execute departmental procedures, ensuring that the culture and guidelines of Miraval are met. In addition, they must ensure the team meets or exceeds budgeted goals for the department.

Essential Functions

• 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’s 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 the booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow‑up.
• Ensure 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.
• Assist with onsite Exclusive Resort guest arrivals and/or Onsite Experience Planning per property needs.
• Log into Snowfly weekly and celebrate any recognition; compliment or congratulate agents on accomplishments.
• Navis Reports.
• Call Compliance, Auto Complete Report, Lead compliance (non‑booked reasons, field compliance, notes, etc.), call auditing (5 calls daily).
• Revinate modifications.
• Other duties and responsibilities as assigned.
• Onsite Minimum: 3‑day (Required).
• The above reflects that of their home property; however, since Reservations operates as a collective team, they may be asked to assist with the above tasks at sister properties.

Benefits

• iAm Days to spend a paid 8 hours experiencing Miraval, twice per year.
• Up to $1,000 in Wellbeing or Tuition Reimbursement for personal and professional growth.
• Discounted and Complimentary Hyatt Hotel nights.
• Medical, Prescription, Dental and Vision Insurance on the 30th day of employment.
• 401(k) with company match.
• Generous Paid Time Off program.
• Paid Family Bonding Time and Adoption Assistance.
• Complimentary daily colleague meals.
• Employee Stock Purchase Plan.
• Access to resort facilities including spa services, programs, hiking trails and fitness center.
• Exact benefit package is contingent on status.

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.

Qualifications

• Minimum of 2 years of high‑end sales and customer service experience preferably in a call center, sales/customer service, and/or hospitality environment; held as preferred but not required.
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems preferred but not required.
• Exceptional verbal and written communication skills with the 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.

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 the 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.