miraval guest room entrance

Guest Services and Transportation Positions

Guest Relations Agent - Full Time 

Job Summary

The Guest Service Agent is responsible for providing our guests with information about programs, activities, one – on-ones, spa services and other resort information as well as information about local community. The Guest Service Agent is responsible for checking in/out guests, maintaining guest account information, and acts as a liason between guests and other departments of the resort.   They are also responsible for greeting guest upon arrival and escorting guests to their rooms or other requested areas of the resort.

Job Responsibilities

  •  Creating and maintaining a positive guest experience from arrival to departure
  •  in front of our guests 100% of the time and will be assisting with arrivals, departures, and all concierge needs

Job Requirements

  • exceptional communication skills are required including verbal, written and electronic interactions
  • must be able to speak, read, write and communicate clearly in English
  • must be able to work independently and use good judgment
  • candidates must have good math skills and understand basic principles of accounting
  • must be able to handle multiple tasks and know how to prioritize
  • ideal candidates will have at least 2 years of experience catering to high-end clientele and possess exceptional customer service and computer skills
  • in this position, candidates will be sitting 50% of the time, standing and walking 50% of the time, using the computer and typing 80% of the time, lifting, reaching, bending, stooping, pushing and pulling as needed
  • Must be able to work a flexible schedule of days, evenings and weekends

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GUEST RELATIONS AGENT - PART TIME 

Job Summary

The Guest Service Agent is responsible for providing our guests with information about programs, activities, one – on-ones, spa services and other resort information as well as information about local community. The Guest Service Agent is responsible for checking in/out guests, maintaining guest account information, and acts as a liason between guests and other departments of the resort.   They are also responsible for greeting guest upon arrival and escorting guests to their rooms or other requested areas of the resort.

Job Responsibilities

  •  Creating and maintaining a positive guest experience from arrival to departure
  •  in front of our guests 100% of the time and will be assisting with arrivals, departures, and all concierge needs

Job Requirements

  • exceptional communication skills are required including verbal, written and electronic interactions
  • must be able to speak, read, write and communicate clearly in English
  • must be able to work independently and use good judgment
  • candidates must have good math skills and understand basic principles of accounting
  • must be able to handle multiple tasks and know how to prioritize
  • ideal candidates will have at least 2 years of experience catering to high-end clientele and possess exceptional customer service and computer skills
  • in this position, candidates will be sitting 50% of the time, standing and walking 50% of the time, using the computer and typing 80% of the time, lifting, reaching, bending, stooping, pushing and pulling as needed
  • Must be able to work a flexible schedule of days, evenings and weekends

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GUEST RELATIONS ASSISTANT MANAGER - FULL TIME/SALARIED

Job Summary

Reporting to the Guest Services Manager, the Assistant Guest Services 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 Services Manager will lead the front office operations to deliver a seamless and memorable service experience for every guest, from pre-arrival to departure.  By embracing and modeling Miraval’s values, he or she will work to ensure the prompt and complete handling of guest needs and the professional and timely resolution of guest 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; Providing assistance with special projects as needed.

Job Responsibilities

  • Create and manage departmental schedules to ensure balanced use of staffing resources and appropriate coverage for all areas.
  • Develop and update SOP’s, training manuals, policies and procedures for all front office operations. 
  • Ensure information is accurate and complete as needs change and processes evolve.
  • Perform functions for various departmental positions as needed, according to operational demands.
  • Use and maintain all channels of communication such as log books, memos and white boards to ensure all staff are up to date on critical information.
  • Ensure guest satisfaction through appropriate resolution of all issues and complaints.  
  • Keep all operational department informed with the usage of service recovery protocols and procedures.
  • Proactively liaise with Reservations and Programs on a regular basis to ensure clear understanding of promotions, packages, procedures and availability of resort offerings.
  • Ensure accurate communication of information to guests regarding resort services, facilities and operating hours, as well as provision of appropriate collateral materials to guests as needed.
  • Interact frequently with guests on an informal basis to ensure total satisfaction with resort services.
  • Establish procedures for and maintain accuracy of all cashier posting functions and ensure staff adherence to all resort Accounting, billing and credit policies.
  • Ensure accurate processing and understanding of all gift certificate transactions.
  • Oversee the establishment of new rate codes or special billed accounts to make sure they are properly allocated within the guidelines of the package breakdown.
  • Monitor guests’ credit limits and ensure appropriate credit and timely payment on all accounts.
  • Monitor physical condition of the lobby and arrival center. 
  • Maintain cleanliness and appearance of all front office work spaces and proper functioning of all equipment.
  • Regularly review Group Resumes to ensure communication of all necessary information to staff.
  • Oversee transportation manifest and scheduling of shuttles on a daily basis.
  • Develop and update guest rooming procedures, including orchestration of entire arrival experience and efficiency of guests’ welcome to the resort.
  • Maintain consistent standards of guest orientation and escorted arrival tour procedures.
  • Monitor accuracy of all front office / housekeeping statuses including discrepancies and out of order rooms.
  • Oversee the pre-blocking of room assignments to ensure that special requests are anticipated and met and that the tape chart is managed with a high level of efficiency, allowing for maximum selling opportunities.
  • Oversee proper handling of room waits and room moves.
  • Establish and maintain standards for excellent telephone skills including timeliness of answering, message taking/retrieval, handling Do Not Disturb requests, guest confidentiality issues, etc.
  • Ensure that wake up call standards are established and consistently maintained.
  • Coordinates the delivery of faxes, mail and packages to hotel guests.
  • Attend managerial meetings as directed and promotes and participates in property-wide programs.
  • Execute and manage special projects and perform other duties as assigned by Guest Relations Manager.

Job Requirements

  • 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
  • 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
  • Willingness and ability to work a flexible schedule, including nights, weekends and holidays

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NIGHT AUDITOR - PART TIME 

Job Summary

The Night Auditor is responsible for ensuring all of the revenue outlets' daily accounting records have been processed and accurate; compiling information for Miraval's financial needs; and handling all guest requests in the absence of other resort staff. 

Job Responsibilities

  • Respond to guest requests when other departments are absent.
  • Complete all assigned tasks on night audit checklist.
  • Post room charges, taxes, and service charges to guest accounts nightly.
  • Process guest charge purchase transactions not posted by the front office cashier.
  • Transfer charges and deposits to master accounts.
  • Verify all account postings and balances.
  • Monitor the current status of coupon, discount, other promotional programs, and ensuring all market segments are accurate nightly.
  • Track room revenue, occupancy percentage, and other promotional programs.
  • Prepare a summary of cash, check, and credit card activities.
  • Summarize and print necessary reports of operations for managers.
  • Run daily backups of computer programs and operations data.
  • Perform check-in and checkout procedures.
  • Restock supplies in front office area.
  • Maintain neat orderly work area.
  • Follow all safety procedures for department and Miraval.
  • Participate in proactive team efforts to achieve departmental and Miraval goals.
  • Effectively communicate pertinent information with all resort departments as necessary.
  • Other duties as may be assigned by management.

 Job Requirements

  • Intermediate personal computer skills, including e-mail, routine database activities, word processing, and spreadsheets.
  • Must understand principles of auditing, balancing, and closing out accounts.
  • Must know how to operate front office equipment.
  • Must be able to handle multiple tasks and projects simultaneously, prioritize tasks, and organize and delegate assignments. 
  • Clear communication skills, both written and verbally.
  • 1-3 months' related experience and/or training; or equivalent combination of education and experience

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