Hyatt Experience Planner - Full-Time in TUCSON, Arizona

Description:

As an Experience Planner, you are responsible for overseeing the Experience Planning processes and Reservations for prospective guests, developing relationships with clients and offering helpful suggestions and solutions to experience planning needs. The purpose of this position is to optimize spa and programs bookings and assist guest relations when needed, providing superior customer engagement with a thoughtful approach to sales.

Essential Functions

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  1. Make authentic connections with Miraval guests.

  2. To handle all incoming lines and assist guests with inquiries to describe Miraval and offer and complete the reservations process, including guest contact information, billing information, special requests, transportation, etc.

  3. To handle all email in boxes assigned to the reservations team and communicate with good verbal communication skills to guests via email.

  4. To be proficient in all activities and services of Miraval and to personally experience some of the offerings to be able to describe the Miraval guest experience with firsthand knowledge.

  5. To attend all training classes of Miraval information to stay current on all aspects of Miraval procedures, services and offerings.

  6. To sell day spa reservations, gift certificates and other assigned products and services.

  7. Complete daily and weekly reports as assigned.

  8. Provide helpful and cooperative communication between sales, catering, front office and accounting on a regular basis and all departments as needed.

    1. Other duties and responsibilities as assigned

    2. Experience Planners will work on completing their personal revenue goal as well as the team’s on a monthly basis

Qualifications:

    • Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment.

    • Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Visual One preferred).

    • Exceptional verbal and written communication skills with 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.

    • Must be a strong compassionate leader with a self-sacrificing personality.

    • 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.

    Remote Agent Qualifications(position has possibility of being remote after 6 months to 1 year of on-site work and at management’s discretion)//

    • Same as those outlined above but also include the following:

    o Work at resort in office twice a month

    o High Speed internet

    o At home office or space free of distraction and additional noise (pets, children, room-mates, spouses)

    o Daily Closing report sent to supervision qualifying production:

    § Number of emails answered EP inbox

    § Number of emails answered Res inbox

    § Number of calls received – NEW Skill Set

    § Number of calls received – EP Skill Set

    § Amount of Revenue booked

    Email Communication Assignment

    • Reservations Management may assign an agent to have email communication be priority.

    • This agent is responsible for answering all emails that come in the Reservations Inbox as well as the EP inbox with Travel Agent inquiries taking priority.

    • When applicable this agent will reach out to guests via phone and also may be asked to assist with phone calls.

      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.

      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 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.

Primary Location: US-AZ-Tucson
Organization: Miraval Arizona Resort and Spa
Pay Basis: Hourly
Job Level: Full-time
Job: Reservations
Req ID: TUC000321