Experience Specialist; On-Call

Job Title: Experience Specialist (On-Call)

Reports to: Experience Specialist Manager

FLSA Classification: Hourly, Non-Exempt

Starting Hourly Rate: $32.57/hour (dependent on commensurate experience)

Location Requirement: Candidate must currently reside on the island of Lāna'i or one of the Hawaiian islands for consideration.

The Experience Specialist (On-Call) serves as a key ambassador of the Sensei guest journey. The role delivers seamless, personalized service from pre‑arrival through departure, managing daily guest flow, welcoming and checking in guests, supporting itinerary building, and executing real‑time changes with precision and care. Working cross‑functionally, the specialist ensures accurate scheduling, clear communication, and proactive problem‑solving to create a smooth and elevated experience for every guest.

• Primary On‑Property Guest Contact – Dedicated point of contact for guests throughout their stay, managing real‑time itinerary adjustments, fulfilling special requests, and providing recommendations on dining, activities, and resort offerings. Receives guest handoff from the Pre‑Arrival Team 72 hours prior to arrival and proactively resolves issues.
• Guest Welcome & Check‑In – Warmly welcomes guests, executing seamless check‑in and check‑out of appointments in accordance with established protocols.
• Itinerary Management – Builds, updates, and fine‑tunes guest itineraries throughout their stay, ensuring alignment with guest preferences and adherence to protocols.

• Room‑Only Booking Requests (LEP) – Manages wellness service booking requests from Four Seasons Lāna'i Experiences Planners, ensuring responses within 24 hours and inbox clearance by noon and 3:00 pm daily.
• Manele VIP Booking Requests – Handles booking requests from Four Seasons Executive Assistants for Manele Beach Resort VIP guests with the same response cadence.
• Island Club Booking Requests – Addresses booking requests from Island Club Members, maintaining the established schedule.
• Internal Space Reservation Requests – Confirms internal wellness space reservations promptly and in compliance with protocols.

• Sensei Knowledge Resource – Serves as a trusted source of information across a wide range of topics including Sensei Wellness Packages, Spa Services, Dining Menus, local attractions, and safety.
• Service Recovery & Empowerment – Proactively resolves guest issues and turns around opportunities, upholding the highest level of service.
• Billing & Reporting – Ensures accurate guest service charges, billing, and reporting, addressing transaction disputes as needed.
• Interdepartmental Collaboration – Manages communication between Pre‑Arrival Specialists, Sensei Leadership, Four Seasons Reservations, Retreat Hosts, and LEP to update on guest needs.
• Brand Representation – Acts as a brand ambassador for Sensei’s philosophy and upholds Core values in daily practice.
• Professional & Welcoming Demeanor – Demonstrates warmth, sincerity, and professionalism in all guest interactions.
• Professional Appearance – Maintains grooming, hygiene, and uniform standards as directed.
• Guest Privacy & Safety – Maintains confidentiality of guest information and follows all safety procedures.
• Workspace Organization – Keeps a clean, organized, and professional workspace.
• Administrative Tasks – Completes clerical tasks such as filing, mailing, photocopying, and supply organization.
• Facilities & Maintenance Reporting – Reports equipment malfunctions, hazards, supply needs, and injuries immediately.
• Training & Compliance – Completes required training and certifications, adhering to company policies.
• Leadership & Teamwork – Maintains a positive, upbeat role, promotes teamwork, and represents departmental objectives.
• Safety – Complies with safe work practices and attends required safety training.
• Other Duties as Assigned – Supports supervisor operations as needed.

• Education and/or Experience – Bachelor’s Degree or higher in Hospitality, Event Planning, Operations (or comparable experience). Preference for interest in health…