Experience Specialist

About the role

The 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 in guests, 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.

Responsibilities

• 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 stated intentions, preferences, and adherence to established protocols and standards.
• Room Only & External Wellness Requests – Manage wellness service booking requests from Four Seasons Lāna’i Experiences Planners (LEP) for Sensei room-only guests, Manele VIP guests, Island Club Members, and internal wellness space reservation requests.
• Sensei Knowledge Resource – Serve as a trusted source of information, confidently responding to guest questions and requests across a wide range of topics including, but not limited to: The Sensei Way, Sensei Wellness Packages, The Weekly Activity Calendar, Guide, Spa and Wellness Services, and various Guide and Practitioner specialties.
• Service Recovery & Empowerment – Proactively resolve guest issues and empower in turning around any guest opportunities that may arise; taking ownership to troubleshoot and resolve issues, while upholding the highest level of service.
• Billing & Reporting: Ensure accurate guest service charges, billing, and reporting, addressing transaction disputes as needed.
• Interdepartmental Collaboration: Manages interdepartmental communication between Sensei Pre-Arrival Specialists (PAS), the Sensei Property Pre-Arrival Experience Specialist, Sensei Leadership Team, Four Seasons Reservations, Four Seasons Retreat Hosts, Four Seasons Lāna’i Experience Planners (LEP) to inform, update, and follow-up on guest needs.
• Brand Representation – Serve as a brand ambassador for Sensei’s philosophy and uphold Sensei values in daily practices.
• Professional & Welcoming Demeanor – Demonstrates warmth, sincerity, and professionalism in all verbal and nonverbal guest interactions.
• Workspace Organization – Maintain a clean, organized, and professional workspace at all times.
• Administrative Tasks – Complete clerical tasks such as filing, mailing, photocopying, and supply organization as needed.
• Facilities & Maintenance Reporting – Immediately report equipment malfunctions, safety hazards, supply needs, and injuries to a supervisor.
• Training & Compliance – Successfully complete all required training and certifications. Adhere to all company and departmental policies.
• Leadership – Maintain a positive, upbeat role, promote and exemplify Company values and represent 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.
• Other Duties as Assigned – Support supervisors and operations as needed.

Qualifications

• Bachelor’s Degree or higher in Hospitality, Event Planning, Operations with an interest in health and wellness or comparable experience preferred.
• Experience working in the medical and/or wellness industry at a front desk or control desk.
• Hospitality experience for a luxury brand in reservations, call center or hotel concierge.
• Ability to effectively communicate verbally and in writing with guests and co-workers.
• Strong understanding of guest experience.
• 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.
• Ability to proactively sell products and services.
• Good organizational skills and the ability to pay close attention to detail with minimal supervision.
• Must be able to have flexible hours and work evenings, weekends and holidays.

Skills

• Proactive problem-solving.
• Excellent communication skills.
• Attention to detail.
• Organizational skills.
• Flexibility and adaptability.
• Positive attitude.
• Confidence and composure.

Benefits

• Competitive salary.
• Medical, dental, and vision insurance.
• 401k and FSA plans.
• Wellness benefit.
• Employee events and recognition programs.
• Employee discount on services.