Experience Specialist Lead

RATE OF PAY: $30.13/hour

POSITION OVERVIEW

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• 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 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 Book4Time 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 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 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.

Qualifications

Education and/or Experience

• 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, Experience in Sensei ES, Guest Services, and Retail
• 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.

Required Technical / Other Skills and Abilities

• Experience in computer, reservations, and itinerary systems. Literate in software packages such as Microsoft Office, Book4Time or other spa booking systems, Opera or other PMS software, dining reservations systems, Alice, and Outlook.
• Detailed knowledge of Experience Specialist, Retail and Guest Services Roles, to be able to conduct and build training for the team.
• 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.

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.

Traits We Value 

• 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 compensation and benefits package
• 401k and FSA plans
• Wellness Benefit

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex (including gender identity or expression; pregnancy, childbirth, or related medical conditions), sexual orientation, age, religion, color, ancestry, disability (including association or relationship with an individual with a disability), marital status, National Guard obligation, genetic test results, arrest and court records, reproductive health decision, domestic or sexual violence victim status, breastfeeding requirements, assignment of income for child support obligations, or credit history or report.