What are the responsibilities and job description for the Assistant Guest Relations Manager position at Miraval Resorts & Spas?
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.
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.
Summary
Reporting to the Assistant Director of Rooms, the Assistant Guest Relations Manager will assist in directing, planning, organizing and coordinating the activities of all front office operational areas, to include: Guest Services, PBX, Transportation and Bell Staff.
The Assistant Guest Relations Manager will lead the front office operations to deliver a seamless and memorable service experience for every guest and colleague, from pre-arrival to departure. By embracing and modeling Miraval’s core values of Empathy, Respect, Integrity, Inclusion, Wellbeing, and Experimentation, the Assistant Guest Relations Manager will work to ensure the prompt and complete handling of guest and colleague needs and the professional and timely resolution of guest and colleague issues and complaints.
Additional key responsibilities include:
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.
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.
Summary
Reporting to the Assistant Director of Rooms, the Assistant Guest Relations Manager will assist in directing, planning, organizing and coordinating the activities of all front office operational areas, to include: Guest Services, PBX, Transportation and Bell Staff.
The Assistant Guest Relations Manager will lead the front office operations to deliver a seamless and memorable service experience for every guest and colleague, from pre-arrival to departure. By embracing and modeling Miraval’s core values of Empathy, Respect, Integrity, Inclusion, Wellbeing, and Experimentation, the Assistant Guest Relations Manager will work to ensure the prompt and complete handling of guest and colleague needs and the professional and timely resolution of guest and colleague issues and complaints.
Additional key responsibilities include:
- New hire and on-going training programs
- Effective communication and coordination of critical information with other resort departments
- Control and assignment of rooms inventory
- Maintenance and updating of PMS system to ensure accurate billing and guest records
- Help support the department's weekly payroll processing.
- Providing assistance with special projects as needed.
- Have the ability to answer guest billing questions and resolve guest billing issues to include post-stay inquiries.
- Participate in proactive team efforts to achieve departmental and Miraval goals
- Have in-depth knowledge of spa services, programs, and activities offered at Miraval Arizona
- Assist with booking and cancelling spa services and activities from guest and colleague itineraries
- Escort guests and colleagues around resort, provide detailed tour of key areas, inform guests and colleagues of any special activities and offerings, explain the sign-up procedure for activities, know hours of operation of various departments
- Handle and communicate special guest and colleague requests
- Oversee the arrival and departure process while on duty
- Ability to prioritize tasks
- Timely follow up with our guests and colleagues
- Must have strong interpersonal and listening skills
- Ability to stand for long periods of time
- Complimentary room nights*
- Unlimited discounted and Friends & Family Room Rates
- Medical, Prescription, Dental and Vision Insurance on 30 th day of employment*
- 401K with company match*
- Generous Paid Time Off policy*
- Paid sick time
- Paid Family Bonding Time and Adoption Assistance*
- Tuition & Wellbeing Reimbursement*
- Free colleague meals during shift
- Employee Stock Purchase Plan*
- Access to resort facilities including spa services, programs, hiking trails and gym
- Exact benefit package is contingent on status
- Extensive knowledge of front office operations, with a minimum of 3 years of Guest Services/Front Office Management experience in a luxury hotel or resort setting preferred.
- Professional appearance, with exceptional verbal and written communication skills
- Excellent computer skills to include strong knowledge of Microsoft Office programs and expert-level knowledge of PMS systems (Visual One preferred)
- Exceptional people skills and ability to connect with diverse groups and individuals
- Highly organized with ability to successfully manage multiple and competing priorities
- Must be extremely detail oriented, with exceptional leadership, follow through and project management skills
- Ability to prioritize in a fast-paced, multi-tasking environment
- Experience with problem solving and guest problem resolution
- Refined verbal and written communication skills
- Intermediate computer skills and knowledge in Microsoft Suite and other hotel software preferred
- Willingness and ability to work a flexible schedule, including nights, weekends and holidays