Experience Planning Supervisor

**Summary** ----------- **Job Title: Guest Experience Planning Supervisor** **Location:** Spa \& Wellness, Miraval The Red Sea, Saudi Arabia **Department:** Spa \& Wellness Operations **Reports To:** Experience Planning Manager **Position Summary** The Guest Experience Planning Supervisor supports the daily operation of the Experience Planning team and ensures guests receive seamless, personalized service from pre\-arrival through departure. Working closely with **Reservations, Front Office, Concierge, Sales, Events Planning, and Spa \& Wellness Operations**, the Supervisor ensures guest preferences, wellness intentions, special requests, and stay details are translated into accurate and well\-balanced itineraries. The role supervises daily planning activities, supports Experience Planners with complex guest requests, and ensures bookings and schedules are effectively managed through **Book4Time**. The Supervisor also supports the coordination of **retreats, groups, and special programs** and ensures clear communication between all operational teams. Strong working knowledge of **Opera and Book4Time** is required to maintain accurate guest information, optimize bookings, and support smooth daily operations. **Key Responsibilities** **Guest Experience Planning** * Supervise the daily activities of the Experience Planning team and ensure consistent service standards. * Support pre\-arrival and in\-house itinerary planning based on guest preferences, wellness goals, packages, and special requests. * Review guest itineraries to ensure they are personalized, balanced, accurate, and operationally achievable. * Assist Experience Planners with complex bookings, VIP guests, special occasions, and last\-minute requests. * Proactively identify opportunities to enhance and personalize the guest journey. * Engage directly with guests when additional assistance or supervisory support is required. **Reservations, Front Office \& Concierge Coordination** * Work closely with **Reservations and Front Office** to review upcoming arrivals and ensure guest itineraries are planned in advance. * Ensure guest preferences, stay details, VIP information, package inclusions, and special requests are communicated and actioned. * Coordinate with **Concierge** to align resort activities and guest requests with spa and wellness itineraries. * Monitor changes to arrivals, departures, room reservations, or stay details that may impact scheduled experiences. * Ensure clear daily communication and handovers between Experience Planning and relevant operational departments. * Follow up on outstanding guest requests to ensure timely resolution. **Book4Time \& Booking Management** * Maintain strong operational knowledge of **Book4Time** and support the team with daily booking requirements. * Monitor bookings, availability, practitioner schedules, activity capacity, waitlists, cancellations, and guest requests. * Optimize bookings and available capacity to support smooth operations and guest satisfaction. * Identify booking gaps, scheduling conflicts, and capacity challenges and escalate or coordinate solutions with the Experience Planning Manager and Head of Scheduling. * Ensure bookings, changes, cancellations, preferences, and guest notes are accurately recorded in Book4Time. * Monitor high\-demand experiences and support the team in identifying suitable alternatives for guests. **Opera \& Guest Information** * Maintain strong working knowledge of **Opera PMS** and use guest reservation information to support itinerary planning. * Review guest profiles, arrival and departure details, preferences, VIP status, and special requests. * Ensure relevant guest information is accurately reflected and aligned between **Opera and Book4Time**. * Coordinate with Reservations and Front Office regarding changes that may affect guest itineraries or experience bookings. **Retreats, Groups \& Events** * Work closely with **Sales and Events Planning teams** to support itinerary coordination for retreats, groups, and special programs. * Coordinate group activities, spa and wellness experiences, and special requests based on agreed group requirements. * Ensure group and retreat bookings are accurately entered and managed within Book4Time. * Monitor group schedules and capacity to ensure individual guest operations are balanced alongside group requirements. * Communicate changes and operational requirements to Experience Planning and relevant Spa \& Wellness teams. **Daily Operations \& Service Excellence** * Review daily and upcoming schedules to ensure bookings are accurate, balanced, and aligned with operational capacity. * Conduct daily briefings and communicate VIP arrivals, groups, retreats, special requests, operational changes, and key priorities. * Monitor outstanding requests, waitlists, and follow\-ups to ensure timely completion. * Support the Experience Planning Manager and Head of Scheduling in optimizing experience availability and utilization. * Assist with guest concerns and service recovery, ensuring issues are handled professionally and promptly. * Maintain accurate guest records and ensure confidentiality of guest information. * Support revenue opportunities through thoughtful recommendations and appropriate upselling of spa and wellness experiences. **Team Supervision \& Development** * Provide daily guidance, coaching, and operational support to Experience Planners. * Ensure team members follow established Experience Planning procedures and Miraval service standards. * Support training and development of new and existing Experience Planners. * Ensure the team maintains strong knowledge of **Book4Time, Opera, Miraval experiences, treatments, programs, and resort offerings**. * Monitor team performance and provide feedback to the Experience Planning Manager. * Promote teamwork, accountability, mindfulness, and effective cross\-departmental communication. **Qualifications** ------------------ **Qualifications \& Experience** * Minimum **2–3 years of experience** in luxury hospitality, spa \& wellness, reservations, concierge, Front Office, or guest experience. * Previous supervisory or team\-leader experience is preferred. * **Strong working knowledge of Opera and Book4Time is required.** * Strong understanding of reservations, guest journey planning, booking management, and luxury service standards. * Experience coordinating guest itineraries, bookings, capacity, and special requests. * Experience supporting **groups, retreats, and events** is preferred. * Familiarity with spa treatments, wellness programs, fitness, and experiential hospitality is an advantage. * Fluent in English; Arabic is an advantage. * Diploma or Bachelor’s degree in Hospitality Management or a related field is preferred. **Skills \& Abilities** * Strong supervisory and team coordination skills. * Excellent organizational and planning abilities with high attention to detail. * Strong operational knowledge of **Opera and Book4Time**. * Ability to manage and optimize guest bookings, schedules, and capacity. * Excellent communication and cross\-departmental coordination skills. * Warm, professional, and guest\-focused service approach. * Strong problem\-solving and decision\-making skills. * Ability to remain calm and organized in a fast\-paced luxury environment. * Commercial awareness and ability to identify appropriate upselling opportunities. * Naturally aligned with Miraval’s values of presence, compassion, mindfulness, and transformation. * Flexible schedule availability, including weekends and holidays.