Lobby Experience Planner Supervisor

Close Inclusive Collection Job Postings Notification "Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off." At Miraval Berkshires 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 for our guests and colleagues (you) to take comfort in. Candidates interested in joining us on this journey need to believe in the power of the individual and understand that regardless of the job, every position has meaning and is important to Miraval’s purpose. The Lobby Experience Planner Supervisor serves as the operational leader of the Lobby Experience Planning team while maintaining an active role in guest experience planning. This position oversees daily Experience Planning operations, supports VIP and group arrivals, coaches the Experience Planner team, and ensures exceptional guest engagement while balancing operational excellence with luxury service. Essential Functions Guest Experience Perform all duties and responsibilities of the Lobby Experience Planner position. Build authentic relationships with guests and provide thoughtful recommendations that enhance their Miraval experience. Review daily arrivals and guest itineraries to identify opportunities for personalized experience planning. Proactively engage guests who have not completed pre-planning and assist them in creating meaningful itineraries. Manage guest waitlists and maximize opportunities by thoughtfully filling openings in spa, wellness, and activity programming. Respond promptly to Experience Planner emails and guest requests. Meet individual experience planning and revenue goals through personalized guest recommendations. Maintain expert knowledge of all Miraval experiences, services, and programming. Leadership & Team Support Serve as the primary point of contact for the Lobby Experience Planner team for operational questions, schedule requests, and daily support. Provide day-to-day leadership, coaching, and guidance to Experience Planners while maintaining a collaborative team environment. Ensure departmental standards, procedures, and service expectations are consistently met. Assist with onboarding and training new Experience Planners. Monitor daily workflows and redistribute assignments as business demands require. Act as the first point of escalation for guest concerns and operational challenges before manager involvement. Communicate operational updates, policy changes, and guest needs between leadership and the Experience Planning team. Evaluate schedule adjustment requests, training opportunities, and team participation in resort experiences based on business needs, guest service requirements, and equitable application of departmental standards. Operations Coordinate the daily closing of programming and ensure all programming updates, changes, and exceptions are completed accurately. Serve as the primary liaison between the Lobby Experience Planner team and the Programming department for operational questions, requests, and scheduling concerns. Maintain basic billing knowledge and independently process approved billing adjustments, guest recoveries, allowances, and service recovery transactions within established guidelines. Manage the promotion and strategic upselling of available programming, culinary events, and specialty experiences to maximize guest participation and revenue opportunities. Coordinate complimentary enrollment in programs, culinary experiences, or special events as appropriate to support guest recovery efforts or operational objectives, within established authorization guidelines. Monitor daily programming and spa availability, partnering with Programs and Spa leadership to maximize guest access while promoting underutilized experiences. Coordinate Lobby Experience Planner participation in resort programming and spa services to ensure ongoing product knowledge, balanced exposure to new offerings, and appropriate scheduling that maintains uninterrupted guest service coverage. Ensure team educational experiences are planned thoughtfully, supporting professional development while prioritizing operational needs and guest service standards. Maintain awareness of departmental staffing levels to ensure Experience Planner scheduling and off-floor activities do not negatively impact lobby coverage. Serve as the liaison between Front Office and Reservations for Experience Planner communication, training initiatives, process updates, and cross-department collaboration. Coordinate Experience Planner training opportunities, ensuring all team members remain knowledgeable about new programming, resort offerings, operational procedures, and service standards. Foster consistent communication between Reservations, Front Office, Programs, Spa, and Culinary to ensure a seamless guest experience throughout the planning journey. Assist leadership with daily operational reporting and departmental projects. Monitor lobby Experience Planner supplies, maintain inventory levels, communicate ordering needs, and ensure operational readiness. Guest Relations & VIP Services Coordinate and assist with welcoming VIP guests, repeat guests, and large groups upon arrival. Provide Mansion check-in support as business levels require. Personally manage high-touch guest requests and itinerary adjustments throughout their stay. Coordinate closely with Front Office, Programs, Spa, Culinary, Sales, and other departments to deliver seamless guest experiences. Ensure special requests and service recovery opportunities are followed through to completion. Administrative Responsibilities Complete assigned daily, weekly, and monthly reports. Participate in departmental meetings and ongoing professional development. Support department initiatives, process improvements, and special projects. Perform additional duties as assigned. Miraval Berkshires offers: World class resort Awarded Fortune’s 100 best companies to work for Unlimited use of our fitness center, yoga classes, golf, and lectures Positions with incentive & bonus packages $1,000 reimbursement for tuition and wellness Employee discounts on all spa services and programming Discounted and comped rates at Hyatt Hotels Qualifications Minimum two years of luxury hospitality, guest services, concierge, experience planning, or related customer service experience. Previous leadership or supervisory experience preferred. Strong knowledge of resort operations and luxury guest service standards. Working knowledge of ResortSuite, Opera, Microsoft Office, and other hospitality software preferred. Ability to exercise sound judgment and make independent decisions regarding guest service recovery. Demonstrated ability to make fair, consistent, and sometimes difficult operational decisions that prioritize guest service and business needs while maintaining positive working relationships. Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment. Excellent written, verbal, and interpersonal communication skills. Demonstrated ability to coach, motivate, and support team members. Flexible schedule including weekends, holidays, evenings, and peak business periods. Professional demeanor with a calm, positive, and solution-oriented approach. Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. #J-18808-Ljbffr Hyatt Hotels Corporation