Experience Planner Hyatt Hotel

As an Experience Planner, you are responsible for overseeing the Experience Planning and Reservations process for guests, developing strong connections, and offering helpful suggestions and solutions to their well-being planning needs.

You will learn about experiential wellness travel and align each guest's intention with the appropriate spa treatments, lectures, activities, and workshops to help create a life-changing Miraval stay.

Key Responsibilities Guest Journey Planning

Welcome and connect with guests upon arrival to understand their wellness goals and preferences.

Offer informed guidance on the full range of spa, wellness, fitness, and outdoor experiences available.

Curate personalized experience schedules that reflect each guest s unique needs, goals, and energy levels.

Make thoughtful recommendations to support physical, emotional, and mental well-being.

Experience Booking & Coordination

Accurately book and manage guest itineraries using the resort s scheduling system.

Coordinate spa and wellness appointments across departments to ensure a smooth guest flow.

Communicate changes, updates, or recommendations clearly and in a timely manner.

Liaise with therapists, instructors, and wellness teams to support personalized service delivery.

Work in close collaboration with Reservations and Wellness Operations teams to ensure seamless coordination, healthy distribution of experiences, and guest satisfaction.

Guest Engagement & Support

Check in with guests throughout their stay to ensure satisfaction and adapt plans as needed.

Provide thoughtful responses to guest questions and requests with warmth, professionalism, and discretion.

Offer emotional presence and mindfulness in every interaction to support guest well-being.

Encourage guest reflection, intention-setting, and deeper connection to their experiences.

Collect guest feedback to support continuous improvement and enhance service quality.

Operations & Service Excellence

Maintain accurate records of bookings, preferences, and special notes to support team communication.

Ensure that daily schedules are updated, balanced, and in alignment with operational capacity.

Support the front-of-house team with check-ins, follow-ups, and coordination.

Uphold a calm, welcoming environment in the spa reception and planning areas.

Contribute to upselling of services, support retail sales, and assist in revenue generation and guest satisfaction metrics.

Communication & Sales Focus

Make authentic, helpful connections with guests via phone, email, and chat.

Assist with outbound calls to guests pre-arrival to guide planning.

Respond to email and chat inquiries with timeliness and professionalism.

Support assigned sales goals and conversion metrics where applicable.

Safety, Culture & Team Support

Demonstrate a high level of respect for cultural sensitivities and support a multi-cultural environment.

Maintain awareness of safety and emergency procedures in all guest interactions.

Support wellness team in activity organization, session coordination, and operational tasks as needed.

Adapt to evolving schedules and operational needs with a team-oriented mindset.