Area Reservations Sales Supervisor (Hybrid)

Organization- Miraval Austin Resort and Spa

Summary

Reservations Supervisor will serve as a day-to-day role model to new and existing reservations agents. Said individual will demonstrate and execute departmental procedures by ensuring that the culture and guidelines of Miraval are met.In addition to that, one must ensure that the team is meeting and/or exceeding 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 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 booking system.
• 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.
• 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 and compliment/congratulate agents on accomplishments
• Navis Reports
• Call Compliance:
• Auto Compete 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 does reflect that of their home property, however since Reservations does operate as a collective team – at times they may be asked to assist with the above tasks at their sister properties.
  
  

We offer excellent benefits:

iAm Days to spend a paid 8 hours experiencing Miraval, twice per year*

Up to $1000 in Wellbeing or Tuition Reimbursement for personal and professional growth*

Discounted and Complimentary Hyatt Hotel nights*

Medical, Prescription, Dental and Vision Insurance on 30 th day of employment*

401K 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 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.
  
  

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.