Miraval Austin Resort and Spa Hiring for ASSISTANT RESERVATIONS MANAGER at Austin, TX Full Time

Join us for this incredible opportunity to be part of our team as an Area Reservations Sales Assistant Manager at Miraval Austin Resort and Spa located in Austin, TX. Not only will you be part of a rock-star team, but you will also get to be part of a team that won North America’s Best Resort Spa and Texas’ Best Resort Spa by World Spa Awards!

More than a spa resort, health retreat, or luxury hotel, Miraval Austin is an unrivaled wellbeing space that puts purpose and people at our core, serving as a catalyst for changing lives and celebrating individuality.

We offer excellent benefits:

• Free room nights, Discounted and Friends & Family Room Rates*

• Medical, Prescription, Dental and Vision Insurance with only a 30 day waiting period*

• 401K with company match*

• Generous Paid Time Off policy*

• Paid Family Bonding Time and Adoption Assistance*

• Tuition Reimbursement*

• Free colleague meals during shift

• Employee Stock Purchase Plan*

• Access to resort facilities including spa services, programming, hiking trails and gym

• Discounts at various retailers –Apple, AT&T, Verizon, Headspace and many more

• Exact benefit package is contingent on status

Job Overview –

Builds and maintains a buying culture while ensuring the smooth and efficient operations of the department through prompt, effective and superior reservations service to achieve optimum revenue and consumer satisfaction. Works with key stakeholders in a benevolent manner to achieve the following: net conversion rates equal to or greater than 35%, abandonment rates which are equal to or less than 5%, call compliance equal to or greater than 93%, overall call scoring of 90% or better, 90% zip code capture, and same day email response.

Essential Functions:

• Effectively supports the Reservations Sales Manager and/or Director of Reservations Sales to assist with reservations processes, continually improving upon them, to maximize efficiency, and internal/external customer satisfaction. Expert of their home property.

• Attend Morning Operations Stand up meeting at their home property.

• Announce Birthdays and Anniversaries

• Maintaining relationships with home property department heads (Spa, Programs, Front Office, etc)

• Maintain schedule in both Sling and Kronos for home property.

• Review and submit payroll weekly.

• Interview and Hire when needed.

• Coach team mates and assist in development plans with help of Development Team. Provide disciplinary action if an when needed.

• Ensures strict adherence to the Miraval call flow by: coaching on a daily basis, scoring calls each day, providing one on one feedback in a timely manner and working with floor supervisor to provide on the fly coaching on a continual basis.

• Also work closely with our Advising team to ensure metrics such as compliance and accuracy are up to date and complete in a timely fashion.

• Works proactively with the Reservations Sales Manager and Revenue Manager to create a schedule that is in lockstep with staffing guidelines.

• If staffing guidelines are not met, Assistant Manager is expected to take calls.

• Works with leadership to make certain breaks and lunches are taken in a manner that accommodates call volume and does not adversely impact guest service.

• Provides superior guest service

• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.

• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.

• Other duties and responsibilities as assigned.

• Updates teams on revenue goals on daily basis (with help of counterparts in sister properties).

• Ensure Reservations and/or Revenue is represented at any staff meeting including daily operations stand-up to continue on effective intradepartmental communication.

• The above does reflect that of their home property, however since Reservations does operate as a collective at team – at times they may be asked to assist with the above tasks at their sister properties.

• Assist Area Reservation Sales Manager and Area Director of Reservation Sales with Payroll/PTO approval/Schedule changes on a weekly basis.

• Incentive reviews with Agents on a monthly basis.

• May be asked to oversee a project from inception to complete related to the advising team.

Qualifications –

• Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.

• Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required.

• 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.

• 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.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

No prior experience or training necessary.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and interpret retail product labeling. Ability to speak effectively before groups of customers or associates of organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel. The associate frequently is required to reach with hands and arms and talk or hear. The associate is occasionally required to sit; walk; climb or balance; and stoop, kneel, crouch, or crawl. The associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

As part of the Hyatt and Miraval family, we offer a complete benefits package including:

• Robust PTO Policy

• Health, Dental, Vision, and Life Insurance for full-time colleagues.

• Free parking and colleague meal.

• Complementary and discount Hyatt nights.

• Use of facilities, ability to participate in classes, and discounts on Spa services.

• 401(k) and ESPP.

• Miraval associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it is career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.