Experience Specialist

Pay Rate: $27.32 /HR.

About Sensei:

Founded by Dr. David Agus and Larry Ellison, our ecosystem of products and experiences is designed with one intention: to empower you to grow well and lead the world toward greater wellbeing.

Based on Dr. Agus’ philosophy, Sensei believes we can guide our guests to greater wellbeing by offering experiential movement, rest and nourishment classes and programs. The launch of the Retreats wellness brand took place on Lana’i, Hawaii in partnership with Four Season’s lodging and food offerings by Nobu. In this location, Sensei Porcupine Creek, Sensei is operating the lodging operation, as well as world-class golf, tennis, spa, fitness, movement, nutrition, meditative, enrichment and body assessment facilities. In addition, Sensei will run the F&B operation, as part of a licensing agreement with Nobu. Sensei programs and continuing learning sessions are high-touch, evidence-led and supported by the latest technology. You can read our story here .

Position Description :

The Experience Specialist will assist guests in building itineraries, collaborate with the Sensei Team in planning and executing any changes both pre-arrival and throughout the guest's stay. The Experience Specialist will be responsible for managing the guest experience by being the first to greet guests at arrival, the last to offer a fond farewell, and offering personalized service throughout the stay. This position will integrate with all operating departments, as well as the Sensei Guides on day-to-day operations.

Responsibilities:

Greets guests and checks them into their guestrooms following established Sensei procedures, including but not limited to assuring all necessary guest information is received and entered, obtaining credit card for expenses, informing guests of pertinent hotel policies as well as their Sensei Wellness package and itinerary, issuing room keys, guiding guests to guestrooms and other Resort spaces.

Responds to guest questions either in person, on the phone, through email or texting system in a courteous and professional manner; provides information including but not limited to: The Sensei Way, Programming, Weekly Activity Calendar, Guide sessions, local directions, shopping, on and off property dining, local entertainment, hotel services, and safety.

Fulfills guests’ requests and ensure their stay is as pleasurable as possible; Empowered in turning around any guest opportunities that may arise; taking ownership to troubleshoot, resolve, and uphold the highest guest service standards.

Makes and confirms Resort reservations for future guests following Sensei reservations procedures when the reservations team is unavailable.

Provide itinerary management which includes building itineraries and adjustments during pre-arrival and throughout the guest stay, collaborate with the Sensei Guides Team to support guests’ Sensei Wellness Packages

Manage intradepartmental communication to inform, update and follow-up on guest needs

Collaborate with key experience stakeholders to ensure a smooth pre-arrival process

Knowledgeable on the Wellness team’s schedules and practitioner’s proficiencies in different modalities

Knowledgeable on Sensei by Nobu menu and In Room Dining menu, assisting guests with placing orders in room.

Track daily arrival and departure times as well as Daily Guest Movement, coordinate housekeeping service and amenity deliveries according to personalized guest itineraries

Checks guests out of hotel following established Sensei procedures including but not limited to folios, collecting payment, and answering any guest questions.

Maintains front desk area in a clean and orderly fashion.

Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing/shipping

Ensuring the confidentiality and security of all guests

Perform all job duties In a safe manner and abide by all safety policies and procedures

Adhere to all company and departmental guidelines

Perform other tasks as requested by supervisor

Demonstrate warmth and sincerity in all interactions

Maintain a professional and welcoming demeanor in both verbal and nonverbal communication

Take ownership of all guest requests and be proactive in ensuring resolution as needed

Maintain impeccable grooming and personal hygiene at all times and wear uniform as directed

Uphold Sensei values in daily practices

Successfully complete all training and certifications needed for the position

Ensure the confidentiality and security of all guests

Report all faulty equipment, supply needs, maintenance needs, safety hazards, injuries, and other concerns immediately to your supervisor

Will need to be knowledgeable and trained to cover shifts and breaks for the Retail Manager of the high-end lifestyle boutique.

Leadership – Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers

Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner

Teamwork - Develop and promote teamwork and cooperation among co-workers

Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.

Due to the intimate nature of the resort with limited number of guests on property, must assist teams laterally across all departments to lead a seamless guest flow throughout the different resort spaces.

Other duties as assigned

Requirements:

Ability to pay close attention to detail with minimal supervision.

Ability to proactively sell products and services, comfortable with upselling of guest accommodations or treatments.

Experience in computer, reservations, and itinerary systems . L iterate in software packages such as Microsoft Office , Book4Time or other spa booking systems, Opera or other PMS software, dining reservations systems, Alice, and Outlook.

Knowledge or certification in nutrition, fitness, or massage modalities beneficial

Incredibly organized, with ability to communicate effectively with guests and co-workers through verbal and written methods.

High commitment to guest satisfaction and service including maintaining a courteous and professional manner and a positive attitude, exhibiting a willingness to help, and promoting positive interactions with guests.

Qualifications:

Bachelor's Degree or higher in Hospitality, Event Planning, Operations with an interest in health and wellness or comparable experience preferred.

Experience working at a front desk, hotel concierge, hotel reservations, or call center a plus

Traits We Value

Commitment to a healthier living environment and embracing the Sensei Way and philosophy espoused and science identified in Dr Agus’ teachings and writings

Collaborative mentality and the ability to recognize how to get things done as a team

Self-confidence and composure to accept critique, process it, and apply the learnings to improve

Resourceful and adaptable, understanding that a big idea can come from anywhere

Open to learning, developing new skills and professional experiences

Loves a good challenge

Resourceful and adaptable

A strong sense of curiosity

Embraces feedback and constantly seeks to improve

Collaborative and knows how to get things done as part of a team

Compensation & Benefits

Competitive Salary

Robust and comprehensive Health Insurance

Medical (100% paid HMO), Dental, Vision, Life, Disability insurance and Voluntary Insurance Plans

Employee Assistance Program

401k Plan Matching

Tax Savings Benefits Plans

Pre-tax 401l Matching Plan

Healthcare Flexible Spending Account (FSA) Saving Plan

Wellbeing Benefit - Monthly allowance for wellness/wellbeing related expenses

Employ