Experience Planning Supervisor

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.