Area Reservations Sales Manager

Organization- Miraval Arizona Resort and Spa

Summary

At Miraval, we embrace individuality, forge authentic connections, and offer creative opportunities. We live what we teach and provide tangible examples of how the power of mindfulness can profoundly transform people’s lives.

Builds and maintains a buying culture while ensuring the smooth and efficient operations of the department through prompt, effective and superior reservations service to achieve optimum revenue and consumer satisfaction. Works with key stakeholders in a benevolent manner to achieve the following: net conversion rates equal to or greater than 40%, abandonment rates which are equal to or less than 5%, call compliance equal to or greater than 90%, overall call scoring of 90% or better in lockstep with Communications Coach and Supervisors in addition to a 75% intention gathering call scoring, and same day email response.

Essential Functions:

• Effectively manages reservations processes, continually improving upon them, to maximize efficiency, and internal/external customer satisfaction.
• Expert of Home Property
• Oversee the Training and Coaching of department to ensure it is consistent
• Oversee, by way of the development team, brand practices
• Manage Remote Team agreements
• Update Matrix when needed
• Maintain relationships with other department heads (Programs, Spa, Culinary, Front Office, etc)
• With help of development team, assist with coaching, development plan and do disciplinary action when needed.
• Ensures strict adherence to the Miraval call flow by: coaching on a daily basis, scoring calls each day, providing one on one feedback in a timely manner and working with floor supervisor to provide on the fly coaching on a continual basis
• Works proactively with the Revenue Manager to create a schedule that is in lockstep with staffing guidelines.
• If staffing guidelines are not met, manager is expected to take calls
• Works with supervisor to make certain breaks and lunches are taken in a manner that accommodates call volume and does not adversely impact guest service
• Provides superior guest service
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up
• Ensures effective resolution of service issues with a proactive approach to guest and associate needs
• Responsible for organizing the training program for new hires
• Updates teams on revenue goals on daily basis (with help of counterparts in sister properties)
• Ensure Reservations and/or Revenue is represented at any staff meeting including daily operations stand-up to continue on effective intradepartmental communication
• The above does reflect that of their home property, however since Reservations does operate as a collective at team at times they may be asked to assist with the above tasks at their sister properties
• May be asked to oversee a project from inception to completion
• Interview and hire as needed
• Work lockstep with Finance team to ensure labor and expenses is aligned with budget
• With assistance of property leaders, ensure ALL team members are on-site once monthly
• Other duties and responsibilities as assigned
  
  

Our culture is rooted in the notion of balance. A balanced center grounds us. Its harmony inspires us. Balance is more than not falling, or obtaining equal parts of something. It is a process that is organic, evolving, and perpetually moving toward equilibrium.

Your passion, your life, your work – in balance.

Our Robust Benefit Package Includes:

• iAm Days to spend a paid 8 hours experiencing Miraval, twice per year
• Participation in our iFlex work schedule options, which may include 4 day workweeks, remote workdays, and flexible start times**
• Up to $1000 in Wellbeing or Tuition Reimbursement for personal and professional growth
• Health, dental, and vision benefits after only 30 days of employment!*
• Complimentary daily colleague meals
• Competitive wages
• Generous Paid Time Off program
• Retirement Savings Plan with company match*
• Employee stock purchase plan
• Discounted and FREE Hyatt Hotel nights*
• Access to resort facilities (fitness center, spa, and programming)
  
  

Hyatt is an equal opportunity employer. Qualified applicants 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 3 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required
• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required
• 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
• 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