Summary
lized, thoughtful, and detail-oriented service that reflects the brand's commitment to mindfulness and care.
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:
Please note that the responsibilities outlined below are not exhaustive. Miraval The Red Sea colleagues continuously innovate in caring for the needs of the business, their guests, and their colleagues. As a Reservation Team Leader, you will need to:
Reservations Operations
- 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.
Qualifications
QUALIFICATIONS
- 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
