GUEST EXPERIENCE MANAGER

Summary The Miraval journey is about creating a life in balance, healing the whole self, and engaging in the present moment.
It is our ongoing purpose to bring imagination, authenticity, and meaning to wellness.
Each day we work to bring out the best in all we do.
Not for the world to take notice, but for our guests and employees to take comfort in.
We do this because we believe in the power of the individual.
To create balance and live your best.
We do this because we are Miraval.
Duties and Responsibilities: Provide analytical and administrative support for the General Manager and Resort Manager in order to execute strategic plans Analyze and monitor KPI’s that capture customer feedback, productivity and revenue performance for operations Handles customer satisfaction inquiries, related correspondence and communication Monitor and analyze guest experience KPIs using HySat to measure and report success Respond to unexpected service problems or any Guest issue in the operation with the goal of service restoration and Guest recovery Communicate all relevant information to leaders and Colleagues at a level appropriate for the audience and in a timely fashion Work with Experience Planners and Guest Service Agents to provide luxury experiences every day Approach all encounters with colleagues in an attentive, friendly, courteous and service-oriented manner.
Maintain high standards of professional appearance and grooming and name tag when working.
Oversee VIP, welcome, welcome back, and Colleague Stay amenities on behalf of the GM and RM Respond to HySat comments & escalated HySat comments in partnership with department leaders Notify the GM and RM in advance of any VIP guest arrival and support individual departments with information needed to deliver an extraordinary experience All other administrative duties for Executive Office as assigned Qualifications Required Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required.
Excellent verbal and written communication skills Able to maintain composure and demonstrate good judgement in difficult situations Proven organizational, multi-tasking and time management skills with elevated attention to detail Demonstrated ability to work in a rapidly changing environment Advanced in computer functions necessary to operate in a windows environment and adaptable to new technology Ability to work any schedule, including weekends, holidays, nights, and variable shifts Ability to work a primary schedule of Thursday through Monday, Tuesday through Saturday or Wednesday through Sunday.