Experience Planner

Hyatt Hotels Corporation; Austin (TX); On-site; USD 50,000 - 75,000; Full time

Job summary

Miraval Berkshires Resort and Spa in Lenox, MA is seeking an Experience Planner to guide guests through spa, wellness, and fitness experiences, aligning bookings with personal goals. You are the first point of contact, building meaningful relationships and offering tailored recommendations.

The role emphasizes guest journeys, cross‑department coordination, and ongoing support to ensure a transformative Miraval stay. Fluent English is required; Arabic is a plus.

Qualifications

• 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.

Responsibilities

• Guest Journey Planning: Welcome and connect with guests, understand wellness goals and preferences.
• Experience Booking & Coordination: Book and manage guest itineraries; coordinate spa and wellness appointments.
• Guest Engagement & Support: Check in with guests, respond to questions with warmth and discretion.
• Operations & Service Excellence: Maintain records, balance daily schedules, support front-of-house operations.
• Safety, Culture & Team Support: Respect cultural sensitivities and support a multi-cultural environment.

Skills

Guest services

Spa operations

Wellness hospitality

Front desk coordination

Education

Bachelor’s degree (preferred)

Tools

Scheduling systems

Digital communication tools

Job description

Close Inclusive Collection Job Postings Notification

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

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.

Miraval Berkshires Resort and Spa | Lenox , MA , US

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