Reservations Experience Planner

Miraval Resorts & Spas; Lenox (MA); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Miraval Resorts & Spas in Lenox, Massachusetts is seeking a Reservations Experience Planner to join the team. This role is pivotal in overseeing the reservations process, ensuring guests receive exceptional, tailored service. You will build strong relationships, understand client needs, and deliver personalized recommendations that enhance their wellbeing.

The ideal candidate should have a positive attitude, excellent communication skills, and a strong desire to meet goals in a fast-paced environment. This position requires independent work and interaction across departments, making it essential to be detail-oriented and organized.

Qualifications

• Willing to work in a fast-paced environment and thrives under change.
• Goal oriented with a desire to meet incentive goals.
• Professional demeanor with strong communication skills.

Responsibilities

• Deliver superior experience planning for guests of all Miraval Resorts.
• Make authentic connections with guests via phone, email, and chat.
• Provide communication between departments.

Skills

Exceptional verbal and written communication skills

Detail and organizational skills

Positive attitude

Time management skills

Job description

Organization - Miraval Berkshires Resort and Spa

Summary

Your journey begins now! At Miraval Berkshires it is our ongoing purpose to bring imagination, authenticity and meaning to wellness. Each day we work to bring out the best in all we do for our guests and colleagues (you) to take comfort in. Candidates interested in joining us on this journey need to believe in the power of the individual and understand that regardless of the job, every position has meaning and is important to Miraval’s purpose.

Miraval is currently seeking a Reservations Experience Planner (EP) to join the team. The EP oversees the end-to-end experience planning and reservations process, ensuring each guest receives personalized, seamless service. You build strong relationships with clients by understanding their preferences, anticipating their needs, and delivering tailored recommendations that enhance their overall wellbeing and experience. You serve as a trusted advisor, providing thoughtful suggestions, resolving concerns proactively, and coordinating all reservation details with precision. Your role combines hospitality expertise, attention to detail, and a client-focused mindset to create exceptional and memorable experiences.

ESSENTIAL FUNCTIONS

• Deliver superior experience planning for guests of all three Miraval Resorts.
• Make authentic connections with Miraval guests both on the phone, via email and chat.
• Provide helpful and cooperative communication between departments.
• Attain proficiency in the Miraval catalog of experiences.
• Work independently using resources provided.
• Attend training classes to stay current on all aspects of Miraval procedures, services and offerings.
• Other duties and responsibilities as assigned.

SCHEDULE EXPECTATIONS

• Training
  • Onsite, Monday–Friday, on a set schedule determined by the trainer (approx. 8 weeks).
  • Required for all employees, regardless of remote or onsite role.
• Post-Training Schedule
  • Adjusted based on business needs.
  • Typically includes at least one weekend day and may involve later shifts within operating hours:
  • Mon–Fri: 8 AM – 7 PM
  • Sat–Sun: 8 AM – 5 PM
• Remote Eligibility
  • Prior remote or independent work experience required.
  • Without prior experience, remote consideration may occur ~6 months after training, based on manager assessment.

QUALIFICATIONS

• 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.

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.