Experience Planning Supervisor

About Miraval The Red Sea

Join the Spa & Wellness team at Miraval The Red Sea in Saudi Arabia as a Guest Experience Planning Supervisor. This role is based within Spa & Wellness Operations and reports to the Experience Planning Manager. The Supervisor plays a key role in ensuring guests enjoy a seamless and highly personalized experience from before arrival until departure.

Role Overview and Responsibilities

The Supervisor supports and oversees the daily operations of the Experience Planning team, collaborating closely with Reservations, Front Office, Concierge, Sales, Events Planning, and Spa & Wellness Operations. Their main duties include ensuring guest preferences, wellness goals, special requests, and stay details are accurately incorporated into tailored and well-balanced itineraries, primarily using the Book4Time system. They also manage last-minute or complex bookings, supervise daily planning activities, and coordinate retreats, group events, and special programs, facilitating clear communication across departments.

• Lead and supervise the Experience Planning team's daily tasks, enforcing consistent high service standards.
• Assist in pre-arrival and in-house itinerary planning aligned with guest preferences, wellness objectives, and package details.
• Verify that guest itineraries are personalized, balanced, operationally feasible, and detailed.
• Support handling complex requests, VIP guests, special occasions, and urgent bookings.
• Identify and suggest enhancements to elevate the guest journey.
• Engage with guests when additional support or managerial assistance is required.
• Collaborate with Reservations and Front Office to review upcoming arrivals and ensure itineraries are prepared in advance.
• Communicate guest preferences, VIP information, package inclusions, and special instructions effectively to relevant departments.
• Work with Concierge to integrate resort activities with spa and wellness schedules.
• Track changes to reservations or guest data that could affect itineraries and adjust plans accordingly.
• Maintain ongoing communication and handovers with operational teams to ensure smooth service delivery.
• Manage booking operations in Book4Time, monitoring availability, practitioner schedules, capacity, waitlists, cancellations, and guest requests.
• Optimize resource allocation to ensure smooth operations and maintain guest satisfaction.
• Detect scheduling conflicts or capacity issues and coordinate resolutions with management.
• Maintain synchronization and accuracy of guest information between Opera PMS and Book4Time.
• Support Sales and Events Planning teams in coordinating itineraries for retreats, groups, and special events.
• Monitor daily schedules to ensure all bookings are accurate, balanced, and in line with operational needs.
• Conduct daily briefings to update team members on VIP arrivals, groups, special requests, and key priorities.
• Support guest service recovery efficiently and professionally as needed.
• Maintain confidentiality and accuracy of all guest records and support revenue growth through thoughtful upselling.
• Coach and mentor Experience Planners, support their development and ensure adherence to service standards and procedures.
• Promote teamwork, accountability, mindfulness, and effective communication across departments.

Qualifications and Experience

• A minimum of 2 to 3 years' experience in luxury hospitality, spa & wellness, reservations, concierge, Front Office, or guest experience roles.
• Prior experience in a supervisory or team leader capacity preferred.
• Demonstrable proficiency with Opera Property Management System (PMS) and Book4Time booking software.
• Deep understanding of luxury guest journey planning, reservations, booking management, and service standards.
• Experience handling group bookings, retreats, and special events is advantageous.
• Knowledge of spa treatments, wellness programs, fitness, and experiential hospitality is a plus.
• Fluency in English required; knowledge of Arabic is beneficial.
• Diploma or Bachelor's degree in Hospitality Management or a related discipline preferred.

Key Skills and Personal Attributes

• Strong leadership abilities and team coordination skills.
• Excellent organizational skills with meticulous attention to detail.
• Operational expertise in using Opera and Book4Time systems.
• Proficiency in managing and optimizing guest schedules and booking capacities.
• Exceptional communication and interdepartmental coordination capabilities.
• Guest-centric and professional service mindset.
• Effective problem-solving and sound decision-making skills.
• Ability to maintain composure and organization in a fast-paced luxury resort environment.
• Commercial awareness with a capability to identify relevant upselling opportunities.
• Alignment with Miraval's values: presence, compassion, mindfulness, and transformation.
• Flexibility to work weekends and holidays as required.