Experience Specialist

The Experience Specialist will assist guests in building itineraries, collaborate with the Sensei Team in planning and executing any changes both pre-arrival and throughout the guest's stay. The Experience Specialist will be responsible for managing the guest experience by being the first to greet guests at arrival, the last to offer a fond farewell, 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:  

• 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 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.
• 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