The Head of Scheduling at Life in Balance Spa, Miraval The Red Sea, is responsible for overseeing all aspects of guest scheduling for spa treatments, wellness programs, and services across the Life in Balance Spa, Body Mindfulness Center, Serenity Center, and Aquatic Center. This role ensures that scheduling is managed efficiently, appointments are aligned with guest needs, and all wellness areas are organized to deliver seamless, high-quality service. The Head of Scheduling will also oversee the setup and cleanliness of spaces in these areas and ensure that any operational issues are reported immediately to the concerned departments. Will allocate an manage efficiently venues for programming and personal classes. Additionally, the Head of Scheduling will provide ongoing training, briefings, and continuous learning opportunities to the spa reception team and attendants, ensuring they deliver outstanding, seamless service to guests. This position also contributes to maximizing revenue through mindful upselling and cross-selling of services and products across Miraval The Red Sea’s wellness offerings.
Key Responsibilities:
Scheduling Management & Operations:
- Oversee and manage the scheduling process for spa treatments, wellness programs, fitness classes, and services at the Spa, Body Mindfulness Center, Serenity Center, and Aquatic Center, ensuring smooth and efficient guest bookings.
- Coordinate guest appointments across multiple wellness spaces, ensuring optimal use of resources (e.g., therapists, wellness practitioners, facilities) and reducing conflicts.
- Collaborate with the Departmental Leaders to forecast demand, plan schedules, and ensure that the wellness centers are properly staffed during peak times, special events, and holidays.
- Ensure the seamless scheduling system is maintained, adjusting for last-minute changes and ensuring that all appointments are accurately recorded and managed.
Space Setup & Cleanliness Oversight:
- Oversee the setup and cleanliness of spaces within the Spa, and if required Body Mindfulness Center, Serenity Center, and Aquatic Center, ensuring they are prepared to deliver exceptional service to guests.
- Ensure that all equipment and spa amenities are organized and in place, ready for each scheduled treatment or session.
- Monitor cleanliness standards across these wellness spaces, ensuring they meet Miraval’s high standards for hygiene and guest comfort.
- Report any operational issues, maintenance needs, or cleanliness concerns immediately to the concerned department and seek assistance to resolve the issue in a timely manner.
- Ensure that all wellness spaces are kept in optimal condition to provide a relaxing and hygienic environment for guests.
Revenue Generation & Upselling:
- Actively support upselling and cross-selling initiatives to maximize revenue across all wellness services, including spa treatments, fitness classes, and retail products.
- Ensure that guests are informed of additional services, such as wellness retreats, fitness programs, and spa upgrades during the booking process.
- Promote and recommend retail products used in treatments, ensuring they are appropriately matched with guests’ needs.
- Maintain a mindful approach to upselling, ensuring that suggestions align with the guests’ wellness journey and experience at Miraval.
·Collaborate closely with the Director of Revenue and Revenue team to analyze and optimize resource utilization, driving revenue growth.
Training, Briefings & Continuous Learning:
- Provide ongoing training to the spa reception team and attendants, ensuring they are equipped with the knowledge and skills needed to deliver exceptional service to guests.
- Lead regular briefings to ensure the team is aligned with Miraval’s standards, updates to the spa’s offerings, and any guest preferences.
- Foster a learning culture by implementing continuous learning opportunities for the team, keeping them informed on spa services, retail products, and mindfulness practices to improve guest experience and service efficiency.
- Develop and implement performance evaluations for the spa reception team, offering constructive feedback and support for individual growth and professional development.
Guest Experience & Emotional Support:
- Ensure high levels of guest satisfaction by managing schedules to minimize wait times, accommodate special requests, and facilitate smooth transitions between treatments and services, and drive positive Guests surveys.
- Provide emotional support by creating a calm and inviting atmosphere for guests before and after their treatments, helping them feel comfortable and supported.
- Offer personalized recommendations on spa and wellness services, tailoring suggestions to guests’ individual needs and wellness goals.
Team Leadership & Collaboration:
- Lead and mentor the scheduling team, providing guidance on best practices, training on systems, and offering support to ensure smooth operations across wellness spaces.
- Collaborate with other teams, including spa therapists, fitness instructors, and wellness professionals, to ensure seamless scheduling and coordination of services.
- Communicate effectively with the Departmental Leaders and other departments tea members to ensure operational needs are met and scheduling is aligned with guest flow and resort occupancy.
Administrative & Operational Excellence:
- Oversee spa scheduling systems to ensure they are up to date and functioning properly.
- Assist with reporting guest feedback, tracking performance metrics, and monitoring guest preferences to continually enhance the guest experience.
- Provide regular reports on scheduling, guest feedback, revenue performance, and operational efficiency.
- Maintain accurate guest records and ensure that data is handled confidentially and in compliance with privacy laws.
