Guest Service Executive/ Guest Experience Planner Hyatt Hotel

The Guest Service Executive cum Experience Planner is the welcoming face and heart of Miraval The Red Sea, offering intuitive, personalized service that begins before arrival and extends throughout the guest s wellness journey. This dual-role professional ensures seamless arrival experiences, anticipates guest needs with mindful attention, and curates customized itineraries aligned with each guest s intention and wellbeing goals. As a connector between departments, this individual helps guests discover transformative experiences and serves as a trusted advisor throughout their stay.

Key Responsibilities

Guest Experience & Personalization

• Greet guests with presence, warmth, and genuine care at every point of contact.

• Assist with smooth arrivals, check-ins, and check-outs while delivering anticipatory service.

• Conduct pre-arrival calls or communication to understand guest needs, intentions, and preferences.

• Curate and personalize wellness itineraries in alignment with Miraval s philosophy.

• Offer in-the-moment itinerary modifications with flexibility and calm.

Experience Planning & Cross-Department Coordination

• Guide guests through the full scope of Miraval s wellness, spa, culinary, and outdoor offerings.

• Collaborate with wellness, spa, recreation, and culinary teams to create meaningful schedules.

• Serve as the guest s central point of contact for all adjustments, additions, and questions regarding their experience.

• Track and manage guest itinerary flow using internal systems and tools.

• Coordinate special occasions and surprise touches with attention to emotional impact.

Wellbeing Advisory & Emotional Intelligence

• Listen deeply and empathetically to understand guest intentions and emotional needs.

• Offer recommendations that reflect a holistic view of wellness physical, emotional, spiritual, and mental.

• Introduce signature experiences with mindfulness, connection, and sensitivity.

• Serve as a calming, trusted presence when resolving issues or emotional moments.

Operational Excellence

• Maintain accurate guest profiles, notes, and preferences to support future stays and deeper personalization.

• Ensure lobby and guest welcome areas reflect Miraval s sensory aesthetics and cleanliness standards.

• Assist with rooming, amenity delivery, and daily operations as needed.

Revenue Generation & Upselling

• Mindfully suggest private sessions, specialty workshops, and wellness consultations based on guest interests.

• Partner with the retail, spa, and experience teams to introduce relevant enhancements.

• Support departmental revenue goals through thoughtful, non-intrusive recommendations.

Team Collaboration & Brand Representation

• Work closely with Front Office, Spa, Culinary, Wellness, and Housekeeping teams to create unified guest experiences.

• Participate in departmental briefings, training, and interdepartmental meetings.

• Support content creation, storytelling, or guest feedback initiatives if requested.