Experience Specialist | Start on August 27, 2026

About the role

The Experience Specialist will be responsible for various aspects of guest service and operational support at Sensei, a wellness retreat and resort located on Lana'i, Hawaii. Founded by Dr. David Agus and Larry Ellison, Sensei offers a range of experiential wellness programs and amenities.

Responsibilities

• Greets guests and checks them into or out of their rooms, following established Sensei procedures.
• Affords assistance with overnight valet/bell needs and guides guests through the Resort’s spaces.
• Makes and confirms Resort reservations for future guests when the reservations team is unavailable.
• Manages intradepartmental communication to inform, update, and follow-up on guest needs; creating daily pass-ons to ensure the next day’s operation is set up for success.
• Knowledgeable on Sensei by Nobu menu and In Room Dining menu, assisting guests with overnight orders in room or upcoming reservations.
• Ensures all tasks associated with the night audit process are completed, reporting any concerns to managers and the Director of Finance.
• 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 ensures 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.
• Works closely with overnight security to ensure the safety and security of all guests and the overnight team, resolving any potential disturbances that may occur and being aware of all fire/life/safety emergency procedures.
• Aids in directing the overnight cleaning process, answering any questions, reporting any potential concerns to the housekeeping management.
• Maintains front desk and front drive area in a clean and orderly fashion.
• Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing/shipping.
• Ensures the confidentiality and security of all guests.
• Performs all job duties in a safe manner and abides by all safety policies and procedures.
• Adheres to all company and departmental guidelines.
• Performs other tasks as requested by supervisor.
• Demonstrates warmth and sincerity in all interactions.
• Maintains a professional and welcoming demeanor in both verbal and nonverbal communication.
• Takes ownership of all guest requests and be proactive in ensuring resolution as needed.
• Maintains impeccable grooming and personal hygiene at all times and wears uniform as directed.
• Upholds Sensei values in daily practices.
• Successfully completes all training and certifications needed for the position.
• Reports all faulty equipment, supply needs, maintenance needs, safety hazards, injuries, and other concerns immediately to your supervisor.
• Leadership – Maintains a positive, upbeat role, promotes and exemplifies Company values and represents departmental objectives and interests to internal and external customers.
• Customer Service – Follows up on complaints, questions, and concerns; responds to internal/external customer needs in a friendly, timely and efficient manner.
• Teamwork – Develops and promotes teamwork and cooperation among co-workers.
• Safety – Complies with established safe work practices and attends 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.

Requirements

• Incredibly organized, with ability to communicate effectively with guests and co-workers through verbal and written methods.
• Ability to pay close attention to detail with minimal supervision.
• 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, comfortable with upselling of guest accommodations or treatments.

Qualifications

• At least 2 years prior experience working at a front desk, hotel concierge, hotel reservations, or call center.
• 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.

Traits We Value

• Commitment to a healthier living environment and embracing the Sensei Way and philosophy espoused and science identified in Dr Agus’ teachings and writings.
• Collaborative mentality and the ability to recognize how to get things done as a team.
• Self-confidence and composure to accept critique, process it, and apply the learnings to improve.
• Resourceful and adaptable, understanding that a big idea can come from anywhere.
• Open to learning, developing new skills and professional experiences.
• Loves a good challenge.

Compensation & Benefits

• Competitive Salary
• Robust and comprehensive Health Insurance (Medical, Dental, Vision, Life, Disability insurance and Voluntary Insurance Plans)
• Employee Assistance Program
• 401k Plan Matching
• Tax Savings Benefits Plans (Pre-tax 401l Matching Plan)
• Healthcare Flexible Spending Account (FSA) Saving Plan
• Wellbeing Benefit - Monthly allowance for wellness/wellbeing related expenses
• Employee Discount Program

Equal Opportunity Employer

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.