ER/VIP Experience Planner

The ER/VIP Planning Agent is directly responsible for the experience planning process for all villa and VIP guests for the Miraval Brand.   This role ensures that villas experience planners make an immediate connection and provide the absolute highest level of personalized customer service and responsiveness.

Essential Functions

• Must be able to work as part of an effective team and be able to take direction responsibly, with the capacity to make decisions that benefit the greater good and demonstrate exceptional professional judgment at all times
• ER/VIP Planning Agents are fully versed in and experienced with the principles of effective selling
• ER/VIP Planning Agents describe our offerings in an enticing, accurate and descriptive manner while exhibiting a high level of product knowledge.   This role is also responsible for making certain all direct reports are able to exhibit the same level of proficiencies
• The ER/VIP Planning Agents will process guest bookings for room accommodations, spa appointments and one-on-one consultations, as well as handle other diverse and sometimes complicated special arrangements via email and on the phone
• ER/VIP Planning Agents must be able to identify sales opportunities through gaining insight into each guests' specific intention for their visit to Miraval and to then effectively tailor the value of Miraval's offerings to meet the specific wants, interests, and needs of each guest
• ER/VIP Planning Agents must be personable, articulate, well-spoken and persuasive. They must be extremely computer savvy as well as creative, resourceful, dependable
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up
• 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
• Other duties and responsibilities as assigned

• Must understand the basic principles of selling, processing reservation requests, and telephone customer service
• Must be familiar with the operation of property management software, email, 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
• Minimum of 2 years of high-end sales and customer service experiences
• 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
• Must be a strong compassionate leader with a self-sacrificing personality
• 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

Remote Agent Qualifications (position can be remote)

• Same as those outlined above but also include the following:
  • Work at resort in office twice a month
  • Inbound calls to assist with Reservations team should be 5% the center volume
  • High Speed internet
  • At home office or space free of distraction and additional noise (pets, children, roommates, spouses)
  • Daily Closing report sent to supervision qualifying production:
    • Number of emails answered ER inbox
    • Number of emails answered EP inbox
    • Number of emails answered Res inbox
    • Number of calls received - ER Skill Set
    • Number of calls received - NEW Skill Set
    • Number of calls received - EP Skill Set
    • Amount of Revenue booked