Experience Specialist, Hospitality / Hotel / Catering
Listed on 2026-08-14
-
Hospitality / Hotel / Catering
Guest Services, Customer Service Rep
Job Title:Experience Specialist
Department:Operations
Reports to:Operations Manager
FLSA Classification: Hourly, Non-Exempt
Supervises: None
Created / Updated:January 2026
Starting Hourly Rate: $33.55 per hour ($69,778.00) Dependent on commensurate experience
POSITION OVERVIEWThe Experience Specialist is a key ambassador of the Sensei guest journey, responsible for delivering seamless, personalized service from pre-arrival through departure. This role manages daily guest flow, welcomes and checks inguests, supports itinerary building, and executes real-time changes with precision and care. Working cross-functionally with all departments, the Experience Specialist ensures accurate scheduling, clear communication, and proactive problem-solving to create a smooth and elevated experience for every guest.
By anticipating needs and supporting both guests and internal teams, this position plays a vital role in creating a smooth, thoughtful, and elevated wellness experience for every guest.
On Property Guest Support
- Primary On-Property Guest Contact
– Serves as the dedicated point of contact for guests throughout their stay, delivering warm, personalized service from check-in to departure. Manages real-time itinerary adjustments, fulfills special requests, and provides thoughtful recommendations on dining, activities, and resort offerings. Receives guest handoff from the Pre-Arrival Team
72 hours prior to arrival to ensure a seamless experience and proactively resolves issues to uphold the highest standards of service. - Guest Welcome & Check-In
–Welcome guests with warmth and professionalism, executing seamless check-in and check-out of appointments in accordance with established protocols and standards - Itinerary Management
– Build, update, and fine-tune guest itineraries throughout their stay, ensuring alignment with their state intentions, preferences, and adherence to established protocols and standards.
- Room Only Booking Requests (LEP)– Manage wellness service booking requests from Four Seasons Lāna’i Experiences Planners (LEP) for Sensei room-only guests.
Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).