Experience Specialist Lead

Rate: $30.13 per hour 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.

The Experience Specialist Lead will lead and guide the team in assisting guests with 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 Lead 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.

• Organize and monitor the training of the Experience Desk operations, including but not limited to: the Experience Specialist team for front desk, guest scheduling, and outside concierge activities, the Night Audit process, and the Bell/Valet/Door experience.
• Training and developing Front of House team members, including offering consistent coaching, counseling and motivation.
• Monitor, update and communicate any changes to standards and operating procedures to the Team Members.
• On a regular basis test Team members knowledge to ensure highest accuracy of the information provided to Guests.
• Participate In all assigned meetings to ensure Information provided to the Team Is accurate.
• Participate In Team schedule creation and ensuring staffing levels are appropriate to occupancy levels.
• Taking the lead with the Front of House team with resolving any guest opportunities as needed, taking ownership to troubleshoot, resolve, and uphold the highest guest service standards.
• Taking ownership to ensure guest glitches are recovered to the full extend.
• Audit 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. Collaborate with the Pre‑Arrival Team to ensure a smooth handover of guest itineraries.
• Manage intra‑departmental communication to inform, update and follow‑up on guest opportunities and requests.
• Knowledgeable on the Wellness team’s schedules and practitioner’s proficiencies in different modalities, able to troubleshoot Book4
  
  Time when needed.
• Maintaining Front of House inventory, ensuring the team has the supplies needed to be successful and guests have access to all amenities offered.
• 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…