Reservations Supervisor

Reservations Supervisor – Miraval

The Reservations Supervisor will serve as a day‑to‑day role model to new and existing reservations agents, demonstrating and executing departmental procedures while ensuring that the culture and guidelines of Miraval are met. The role also ensures that the team meets or exceeds budgeted goals for the department.

• 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’s 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 the booking system.
• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow‑up.
• Ensure effective resolution of service issues with a proactive approach to guest and associate needs.
• Respond promptly to requests for information and assistance from guests, agents, and other resort employees, using good judgment when independent decisions are required.
• Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
• Perform other duties and responsibilities as assigned.
• While the above responsibilities reflect those of the home property, Reservations operates across a collective team; staff may be asked to assist with the above tasks at sister properties.

• Minimum of 2 years of high‑end sales and customer service experience, preferably in a call center, sales/customers service, and/or hospitality environment.
• Technology proficiency with thorough working knowledge of GDS, reservations software, and booking systems is preferred.
• Exceptional verbal and written communication skills, with the 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 superior verbal, written, and electronic communication skills.
• Must be completely flexible and capable of working weekdays, weekends, mid‑shifts, nights, and holidays.

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