woman at miraval

Reservation Positions

RESERVATION AGENT - FULL TIME

Position Summary

The Reservations Agent is responsible for promoting Miraval by selling its nightly packages, booking reservations for guests, maintaining guest account information, and sending literature to guests inquiring about the resort.


Job Responsibilities

  • Reservation Agent is in prepared prior to start of scheduled shift and is logged into phone system.Logs back intophone system immediately after each finalization of booking.
  • Answer all means of communication to book reservations for guests wanting to stay at Miraval.
  • Comfortable using closing techniques to maximize sales.
  • Monitor current status of coupon, discount, and other promotional programs.
  • Inform callers of the various offerings that Miraval has.
  • Promote special events and offerings different from a normal overnight stay.
  • Promote and process requests for overnight gift certificate stays.
  • Process guest charges and credit card vouchers.
  • Verify all account postings and balances.
  • Obtain guest flight arrival/departure information during booking process.
  • Send confirmation packets to guests that have booked their stay at Miraval as soon as reservation is confirmed.
  • Answer guest requests, ensure requests are passed on to proper departments, and follow up to ensure request has been resolved.
  • Ensure daily shift checklists are complete.
  • Send literature about Miraval in a timely manner to potential guests that are interested in staying at the resort.
  • Stay informed of all program activities and spa services offered at Miraval.
  • Process forfeited deposits on a monthly basis.
  • Inform management of any guest situations that come up daily.
  • Communicate changes regarding guest accounts to all areas that may be affected throughout the resort.
  • Provide leadership to others through example of sharing of knowledge/skill.
  • Participate in proactive team efforts to achieve departmental and Miraval goals.
  • Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
  • Other duties as may be assigned by management.


Job Requirements

  • Must understand the basic principles of selling, processing reservation requests, and telephone customer service.
  • Must be familiar with the operation of property management software, e-mail, routine database activity, graphics, and Microsoft applications such as Word, Excel, and Windows.Know how to operate printers and other front office equipment.
  • Must be able to prioritize tasks and handle multiple tasks simultaneously
  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Using the English language have the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of guests or employees of organization.
  • Ability to calculate figures and amounts such as discounts and percentages.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, diagram, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  • The physical activity level is light, performing non-strenuous daily activities of an administrative nature.
  • Must be able to sit 90% of the time on duty.
  • Must be able to talk and hear.
  • Must be able to occasionally climb, balance, stoop, kneel, or crouch.
  • Need the manual dexterity required to reach/handle items, work with fingers and hands.
  • Vision requirements are close, color, peripheral, and ability to adjust focus.
  • Required to lift up to 20 lbs. infrequently.

APPLY

RESERVATION AGENT - PART TIME

Position Summary

The Reservations Agent is responsible for promoting Miraval by selling its nightly packages, booking reservations for guests, maintaining guest account information, and sending literature to guests inquiring about the resort.


Job Responsibilities

  • Reservation Agent is in prepared prior to start of scheduled shift and is logged into phone system. Logs back into phone system immediately after each finalization of booking.
  • Answer all means of communication to book reservations for guests wanting to stay at Miraval.
  • Comfortable using closing techniques to maximize sales.
  • Monitor current status of coupon, discount, and other promotional programs.
  • Inform callers of the various offerings that Miraval has.
  • Promote special events and offerings different from a normal overnight stay.
  • Promote and process requests for overnight gift certificate stays.
  • Process guest charges and credit card vouchers.
  • Verify all account postings and balances.
  • Obtain guest flight arrival/departure information during booking process.
  • Send confirmation packets to guests that have booked their stay at Miraval as soon as reservation is confirmed.
  • Answer guest requests, ensure requests are passed on to proper departments, and follow up to ensure request has been resolved.
  • Ensure daily shift checklists are complete.
  • Send literature about Miraval in a timely manner to potential guests that are interested in staying at the resort.
  • Stay informed of all program activities and spa services offered at Miraval.
  • Process forfeited deposits on a monthly basis.
  • Inform management of any guest situations that come up daily.
  • Communicate changes regarding guest accounts to all areas that may be affected throughout the resort.
  • Provide leadership to others through example of sharing of knowledge/skill.
  • Participate in proactive team efforts to achieve departmental and Miraval goals.
  • Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
  • Other duties as may be assigned by management.


Job Requirements

  • Must understand the basic principles of selling, processing reservation requests, and telephone customer service.
  • Must be familiar with the operation of property management software, e-mail, routine database activity, graphics, and Microsoft applications such as Word, Excel, and Windows. Know how to operate printers and other front office equipment.
  • Must be able to prioritize tasks and handle multiple tasks simultaneously
  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Using the English language have the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of guests or employees of organization.
  • Ability to calculate figures and amounts such as discounts and percentages.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, diagram, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  • The physical activity level is light, performing non-strenuous daily activities of an administrative nature.
  • Must be able to sit 90% of the time on duty.
  • Must be able to talk and hear.
  • Must be able to occasionally climb, balance, stoop, kneel, or crouch.
  • Need the manual dexterity required to reach/handle items, work with fingers and hands.
  • Vision requirements are close, color, peripheral, and ability to adjust focus.
  • Required to lift up to 20 lbs. infrequently.

APPLY

RESERVATIONS MANAGER - FULL TIME/SALARIED

Position Summary

The Reservations Manager is responsible for creating and developing a high-performing, sales driven call center environment focused on exceeding guest expectations and revenue goals.

Job Responsibilities

  • Create a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
  • Leverage room inventory, maximize average rate and up-sell resort services and amenities through hands-on coaching and feedback to achieve company conversion, revenue and guest service goals.
  • 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.
  • React responsively to trends and changes in market conditions by adjusting selling strategies relative to business needs.
  • Data tracking, reporting and auditing relevant information
  • Forecasting call volume and determining best sales strategy of resort products
  • Responsible for upholding Miraval departmental standards and practices.
  • Implement and manage all processes related to the effective handling of inbound guest calls.
  • Ensures effective resolution of service issues with a proactive approach to guest needs.
  • Convey information, both written and verbal that is clear, precise, and understandable by all levels.
  • Respond timely to requests for information and assistance from guests, agents and other resort employees.
  • Understand and be able to develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department.
  • Completing schedule for reservations agents
  • Effective budget and P&L management
  • Maintain PMS and all other booking systems
  • Regularly recognize and reward agents for excellent performance
  • Other duties and responsibilities as assigned

Job Requirements

  • Minimum of 2 years of managerial experience in a hotel reservations call center environment preferred
  • Advanced technology proficiency with thorough working knowledge of GDS, reservations software and booking systems (Agilisys/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
  • Bachelor’s degree in sales, marketing or other business related field
  • Proactive approach to guest service needs and resolution
  • Exceptional time management, detail and organizational skills
  • High level of computer capability

APPLY

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