Job Description

Roles & Responsibilities

This role requires a strong balance of operational excellence, leadership, and commercial awareness. You will ensure that all reservations are handled with precision, maximize revenue opportunities, and foster a collaborative environment where colleagues are empowered to perform at their best while delivering exceptional guest experiences.

KEY RESPONSIBILITIES:

Supervise and coordinate daily reservations activities, ensuring all bookings are processed accurately and efficiently.
Monitor reservation systems to ensure data integrity, rate accuracy, and availability control.
Ensure all guest preferences, special requests, and profiles are properly recorded and communicated.
Handle complex bookings, amendments, and escalations with professionalism and attention to detail.

Guest Experience & Personalization

Ensure all guest interactions (email, phone, or digital platforms) reflect Miraval s tone of voice warm, mindful, and personalized.
Support the team in crafting meaningful pre-arrival experiences through detailed guest engagement.
Anticipate guest needs and ensure seamless coordination with operational departments.

Revenue Optimization

Support Revenue Management strategies by ensuring correct rate application, upselling, and inventory control.
Identify opportunities to maximize room revenue, packages, and wellness experiences.
Monitor booking trends and provide insights to support forecasting and strategy.

Leadership & Team Development

Lead, coach, and motivate the Reservations team to achieve performance and service excellence.
Conduct on-the-job training and support continuous development aligned with Miraval values.
Provide regular feedback, performance monitoring, and support career growth opportunities.
Foster a positive, collaborative, and mindful work environment.

Coordination & Communication

Maintain close collaboration with Front Office, Sales, Spa, and other departments to ensure alignment on guest bookings and experiences.
Communicate VIP arrivals, group bookings, and special requirements effectively.
Support pre-opening or ongoing operational initiatives as required.

Systems & Compliance

Ensure proper use of reservation systems (PMS, CRS) and adherence to Hyatt and Miraval standards.
Maintain accurate records, reports, and documentation.
Ensure compliance with company policies, data protection standards, and local regulations.

Quality Assurance & Reporting

Monitor quality of reservations handling through audits and guest feedback.
Prepare daily, weekly, and monthly reports related to reservations performance.
Identify areas for improvement and implement corrective actions.

Cultural Stewardship

Act as a role model in embodying Miraval s philosophy of mindfulness, balance, and well-being.
Promote a culture of care, respect, and authenticity within the team.
Ensure that every reservation reflects the intention of creating meaningful guest journeys.

Desired Candidate Profile

Diploma or degree in Hospitality Management, Business Administration, or related field

Minimum 2 3 years of experience in Reservations or Front Office, with at least 1 year in a supervisory role
Strong knowledge of reservation systems (Opera, CRS, or similar)
Excellent communication, leadership, and organizational skills
Strong attention to detail and problem-solving abilities
Commercial awareness with understanding of revenue management principles

PHYSICAL DEMANDS (IF ANY)

Ability to work extended hours on a computer
Ability to manage multiple tasks in a fast-paced environment

WORK ENVIRONMENT

Office-based environment within the resort
Dynamic, fast-paced, and guest-focused setting
Requires flexibility in working hours, including weekends and holidays

Reservation Supervisor Hyatt Hotel