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Experience Specialist

Lāna'i City, Hawaii

Job Title:                                          Experience Specialist

Reports to:                                       Experience Specialist Manager

FLSA Classification:                  Hourly, Non-Exempt (Full Time)

Starting Hourly Rate:                 $32.57/hour ($67,745 annually) Dependent on commensurate experience 

POSITION OVERVIEW 

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. By anticipating needs and supporting both guests and internal teams, this position plays a vital role in creating a smooth, thoughtful, and elevated wellness experience for every guest.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:  

On Property Guest Support 

  • 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 state intentions, preferences, and adherence to established protocols and standards.  

Room Only & External Wellness Requests  

  • Room Only Booking Requests (LEP) – Manage wellness service booking requests from Four Seasons Lāna’i Experiences Planners (LEP) for Sensei room-only guests. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols. 
  • Manele VIP Booking Requests – Manage wellness service booking requests from Four Seasons Executive Assistants for Four Seasons Manele Beach Resort VIP guests. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols.  
  • Island Club Booking Requests – Manage wellness service booking requests from Island Club Members. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols. 
  • Internal Space Reservation Requests – Manage internal wellness space reservation requests. Confirm bookings are handled promptly and in compliance with established 

scheduling protocols. 

Guest Experience Support  

  • 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 confidently speak to various Guide and Practitioner specialties and modalities, Sensei by Nobu menu and In Room Dining Menu, Four Seasons, Love Lāna’i and Island Activities, local directions, shopping, on and off property dining, local entertainment, hotel services, and safety. 
  • Service Recovery & Empowerment – Proactively resolve guest issues and empowered 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. 
  • Professional Appearance – Maintain impeccable grooming, hygiene, and wear uniform and proper footwear as directed. 
  • Guest Privacy & Safety – Maintain confidentiality and security of all guest information and follow all safety procedures and policies. 
  • 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 represents 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 

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 
  • Knowledge or certification in nutrition, fitness, or massage modalities beneficial 

Required Technical / Other Skills and Abilities 

  • 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. 

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. 

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