Guest Services Manager/Experience Specialist Manager

POSITION OVERVIEW

The Guest Services Manager/Experience Specialist Manager will assist guests in building itineraries, collaborate with the Sensei Team in planning and executing changes both pre-arrival and throughout the guest's stay.

The Guest Services Manager/Experience Specialist Manager (GSM/ESM) will be responsible for managing the guest experience by making in-stay itinerary changes and handling daily guest movement. Insight and feedback based on information gathered through the different guest interactions will be gathered and shared. This position will integrate with the Sensei Guides on day-to-day operations. The GSM/ESM will provide direct management for the Experience Specialist team, including scheduling, training, and ensuring that appropriate experience specialist desk protocol, guest service standards, and procedures are being followed, maintained, and enforced. As a team, they will build itineraries and collaborate with the Sensei Team in planning and executing changes both pre-arrival and throughout the guest's stay. They will be responsible for managing the guest experience by making in-stay itinerary changes and handling daily guest movement. The GSM/ESM will collaborate with the Four Seasons reservations team, Four Seasons Experience Planners, and the Four Seasons Retreat Host team to ensure a seamless guest experience. Serve as a liaison between Sensei and Four Seasons leadership and reservations and sales team, 3rd party vendors and experience specialists. The GSM/ESM will collaborate with the Guide team to create itineraries for OWP and Sabbatical guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Operational Retreat Support Responsibilities

• Handle Support Requests: Efficiently manage and resolve incoming operational support requests from Sensei team members, including issues related to Four Seasons Housekeeping, Engineering, Landscaping, Art, and IT.
• Gratuity Reporting: Accurately report and assist with the posting of Sensei guest gratuities to Four Seasons.
• Coordinate Tours and Orientations: Assist with scheduling and organizing orientation and tour requests for new team members, guests and visitors.
• Additional Duties: Perform all related duties as assigned by the Director of Operations or Retreat Director.

Administrative Responsibilities

• Service Coordination: Manage service booking requests for various guest types, including Lanai Experience Planners and Island Club members.
• Reservation Management: Oversee facility booking requests from Four Seasons and ensure adherence to scheduling protocols.
• Protocol Adherence: Ensure all service scheduling and activity booking protocols are followed accurately.
• Billing & Reporting: Oversee accurate guest service charges, billing, and reporting, addressing transaction disputes as needed.
• Reporting: Submit weekly operational reports and provide regular updates as requested by leadership.

Guest Experience Responsibilities

• Guest Reception: Warmly welcome guests upon arrival and adhere to established greeting protocols.
• Resort Knowledge: Stay informed about all resort offerings, packages, events, and operational details to assist guests effectively.
• Guest Ownership: Take full ownership of guest requests, anticipating needs, ensuring timely, effective and personalized communication and resolutions.
• Guest Interaction: Respond to guest inquiries in a friendly and professional manner, offering detailed information about resort activities, services, and amenities.
• Problem Solving: Empowered to resolve guest concerns, taking ownership to deliver exceptional service and ensure guest satisfaction.
• Itinerary Coordination: Collaborate with Pre-Arrival, Guides and Leadership Team to develop seamless itineraries for guests.
• Feedback Management: Review guest feedback, address day-to-day concerns, implement solutions and keep leadership informed about guest experiences, including VIPs, media representatives, and site visitors, addressing any concerns promptly.
• Daily Operations: Perform opening and closing procedures at the experience desk and manage communication to ensure smooth operations.
• Communication & Coordination: Facilitate clear interdepartmental communication, prepare daily reports, and ensure the next day's operations are prepared.
• Interdepartmental Collaboration: Facilitate open communication between the Sensei Experience Specialist team and Four Seasons Retreat Host team.
• Reception Area Management: Maintain a clean, organized, and welcoming reception area.
• Safety Compliance: Adhere to all safety protocols and guidelines.
• Professional Conduct: Maintain a polished and professional appearance and demeanor, with warm and sincere interactions.
• Confidentiality: Uphold the confidentiality and security of guest information.
• Training & Compliance: Complete all required training and certifications and align with Sensei values in daily practices.

Staff Management Responsibilities

• Visible Support: Maintain a consistent presence at the experience specialist desk to be readily available for team support, ensuring accessibility and fostering a collaborative work environment.
• Schedule Management: Create staff work schedules, ensuring appropriate staffing levels to meet resort guest volume and activity demands.
• Performance Management: Conduct regular performance audits, recognize team member achievements, and identify training opportunities for continuous development.
• Team Meetings: Lead team meetings, prepare agendas, document meeting minutes, and follow up on concerns to ensure alignment.
• Daily Huddles: Conduct daily briefings to share critical guest and operational information with the Experience Specialist team.
• Maintain Standards: Uphold and update Experience Specialist standards, policies, procedures, and resources.
• Hiring & Training: Lead the hiring, onboarding, and training of new Experience Specialists to ensure a high-performing team.
• Conflict Resolution: Address and resolve staff issues proactively, including coaching, counseling, and executing disciplinary actions when needed.
• Foster Team Spirit: Promote collaboration and a positive work environment through strong leadership and support.
• 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

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 in the medical and/or wellness industry at a front desk or control desk, reservations, call center or hotel concierge
• Possess computer skills, literate in software packages such as Word/Excel/PowerPoint, book 4 Time or booking systems, GMS, Asana and Outlook.
• Knowledge or certification in nutrition, fitness, or massage modalities beneficial
• Experience working in the medical and/or wellness industry at a front desk or control desk, reservations, call center or hotel concierge
• Knowledge or certification in nutrition, fitness, or massage modalities beneficial

Required Technical / Other Skills and Abilities

• Ability to verbally communicate effectively with guests and co-workers.
• Strong understanding with 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 flexible hours and work weekends, and holidays.
• Ability to perform and lead in a team-based environment.

Required Licenses/Certifications

• None

PHYSICAL REQUIREMENTS

The physical requirements described on the attached "Physical Requirements of Position" chart are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. See attached"Physical Requirements of the Position".

CONFIDENTIAL INFORMATION

This position has access to confidential information – (customer personal data, credit cards, medical records)

COMPANY FUNDS

This position has no access to company funds

ACKNOWLEDGEMENT

I have been given a copy of this position description. I understand that I may be asked to perform job tasks and duties not listed in the description and that my supervisor may change the description at any time, according to Company needs.