Experience Planner

About the Role

At Miraval The Red Sea, the Experience Planner is essential in crafting personalized wellness journeys for guests. This role involves assisting guests in booking spa, wellness, and fitness activities, ensuring each experience matches their personal aspirations and needs. Serving as the initial and ongoing contact for guests, the Experience Planner builds strong relationships, provides customized suggestions, and ensures continuous assistance throughout their visit to enhance their well-being.

Key Duties

• Welcome guests upon arrival, engaging with them to learn about their wellness aspirations and preferences.
• Provide expert advice on an array of spa, fitness, wellness, and outdoor offerings.
• Create tailored schedules that align with individual guest objectives, requirements, and energy levels.
• Offer insightful recommendations to promote physical, emotional, and psychological health.
• Manage bookings and itineraries with precision using the resort’s scheduling platform.
• Coordinate appointments and activities across departments to optimize guest flow and satisfaction.
• Communicate updates or changes proactively and clearly.
• Collaborate with therapists, instructors, and wellness teams to deliver personalized experiences.
• Work closely with Reservations and Wellness Operations to balance schedules and ensure guests have fulfilling experiences.
• Engage with guests during their stay to gauge satisfaction and make plan adjustments as required.
• Respond empathetically and professionally to guest inquiries and requests, providing emotional support and mindfulness.
• Encourage guests to reflect on and deepen their involvement in the wellness experiences.
• Gather and utilize guest feedback to continuously enhance service quality.
• Maintain meticulous records of guest preferences and bookings to support cross-team communication.
• Ensure daily schedules are updated, balanced, and aligned with operational capabilities.
• Assist front desk with guest check-ins, follow-ups, and overall coordination.
• Foster a serene and welcoming environment in spa reception and planning areas.
• Promote additional service sales and support retail efforts contributing to revenue and guest satisfaction targets.
• Build genuine connections with guests via phone, email, and chat, including pre-arrival outreach to assist with planning.
• Handle communications promptly and professionally across all channels.
• Support assigned sales objectives and conversion targets where relevant.
• Respect cultural differences and maintain a multicultural, inclusive atmosphere.
• Remain informed and compliant with safety and emergency protocols during guest interactions.
• Assist wellness teams with activity scheduling, session arrangements, and operational functions as necessary.
• Adapt flexibly to changing schedules and operational demands with a cooperative attitude.

Required Qualifications and Skills

• One to two years’ experience in guest services, spa operations, wellness hospitality, or similar front desk or coordination roles.
• Knowledge of spa treatments, wellness services, and fitness options within high-end resorts or retreat environments.
• Skilled in using scheduling software and digital communication tools.
• Proficient in English; Arabic language skills are beneficial.
• Background or interest in mindfulness, wellness, or holistic hospitality is preferred.
• Bachelor’s degree is advantageous but not mandatory.
• Approachable and warm service manner coupled with attentiveness.
• Strong organizational and multitasking abilities with meticulous attention to detail.
• Excellent communication skills, both verbal and written.
• Maintains composure under pressure and employs problem-solving capabilities.
• Innately empathetic, supportive, and aligned with the core values of presence, compassion, and transformational wellness.
• Willingness to work flexible hours, including weekends and holidays.