Pre-Arrival Experience Specialist

The Pre-Arrival Experience Specialist will assist guests in building itineraries, collaborate with the Sensei Team in planning and executing any changes both pre-arrival, throughout the guest's stay, and after a guest's stay. The Pre-Arrival Experience Specialist will be responsible for managing the guest experience by partnering with the Experience Specialists to ensure consistent communication regarding the retreat experience 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.

Responsibilities

• Collaborate with the PAS team and Experience team to continuously improve the communication and processes of prearrival and guest experience.

• 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.

• Makes and confirms Resort reservations for future guests following Sensei reservations procedures when the reservations team is unavailable.

• Serve as primary on property point of contact for Sensei Porcupine Creek reservations and bookings – ensuring all information provided by the guest to the pre arrival team is recorded and completed based on established policies and procedures.

• Support and assist in training and informing pre-arrival team members of the property daily operations.

• Support the reservations team in the day-to-day operations by auditing and verifying all reservations 3 and 7 days out have all necessary information and guest communication is in progress.

• Proactively identify new opportunities to increase sales by introducing improved sales techniques, brand messaging, processes, pre-booking guest experiences, etc.

• Act as a liaison between Retreat teams and call center team

• 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 the Wellness team's schedules and practitioner's proficiencies in different modalities

• Knowledgeable on Sensei by Nobu menu and In Room Dining menu, assisting guests with placing orders in room or dining reservations.

• Track daily arrival and departure times as well as Daily Guest Movement, coordinate housekeeping service and amenity deliveries according to personalized guest itineraries

• Serve as a brand ambassador for Sensei services and philosophy in meetings with external and internal partners

• Maintains workspace 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.

• 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

• 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 a plus

• 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.

• 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.