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Pre Arrival Experience Specialist

Lanai City, Hawaii

Job Title:                               Pre-Arrival Experience Specialist

Reports to:                            Retreat Director

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

Starting Hourly Rate:           $38.46/hour ($80,000) Dependent on commensurate experience

POSITION OVERVIEW

The Pre-Arrival Experience Specialist (PAES) plays a vital role in shaping the Sensei guest journey prior to arrival. As the primary liaison for high-priority wellness and event-related bookings, this on-property role ensures personalized service, thoughtful itinerary planning and elevated communication for VIPs, media visits, travel agent familiarization trips, site visits, groups, buyouts and wellness immersion guests. This position also coordinates special requests such as photoshoots and wellness guest touchpoints to ensure all details are handled with excellence. Reporting to the Retreat Director, this role also provides administrative support through special projects, reporting, and strategic initiatives.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Fast Track Wellness Guest Coordination

  • Fast Track Wellness Guest Liaison – Serve as the primary point of contact for all fast-track wellness program guests booking within 7 days of arrival (Discover, Guided Wellness, Optimal Wellbeing, and Rest & Reset). 
  • Hand-Off – Collaborate with the Four Seasons Reservations team and Sensei Pre-Arrival team to receive fast-track guest hand-off details. 
  • Itinerary Building – Conduct all pre-arrival guest communication, build personalized itineraries, and complete scheduling in Book4Time to ensure a seamless experience.

VIP, Media, Travel Agent and Group Coordination

  • VIP, Media, Travel Agent, FAMs and Group Liaison – Partner with the Retreat Director and Sensei Pre-Arrival Team to coordinate itineraries and logistics for VIPs, media visits, travel agent familiarization trips (FAMs), site visits, groups and buyouts.
  • Pre-Arrival Planning – Partner with the Four Seasons Sales and Event Planning teams, Sensei Pre-Arrival Specialists, Retreat Director and Lāna’i Leadership Team to build customized group and individual itineraries.
  • Pre-Arrival Review – Attend internal meetings, including resume review meetings and pre-conference briefings, to align operational details.
  • Pre-Arrival Communication – Prepare the property for the guest or group’s arrival with communication and announcements. Sharing key trip details, guest/group intention, itineraries, special requests, and any other important information necessary to ensure team members are fully prepared.
  • On-Property Point of Contact – Serve as the on-property point of contact once the guest or group is in-house. 
  • Ongoing Communication – Provide timely updates to the property team on guest or group movement and itinerary adjustments using Oasis and Teams to maintain smooth execution and guest satisfaction.

Immersion Guest Coordination

  • Immersion Guest Liaison – Partner with the Retreat Director to coordinate itineraries and logistics for approved Sensei Wellness Immersion Experiences. Conduct all pre-arrival guest communication, build personalized itineraries, and complete scheduling in Book4Time to ensure a seamless experience.

Retreat Director Support

  • Retreat Director Support – Assist the Retreat Director with reports, special projects, and administrative tasks to support seamless operations and strategic initiatives. Contribute to initiatives that enhance the guest experience, programming and internal workflow.
  • Wellness Tours & Presentations – Coordinate and support all Sensei Wellness tour and presentation requests, ensuring alignment with guest experience standards and operational flow.
  • Wellness Guest Touchpoints – Coordinate Wellness Guest touchpoints including the following: welcome letter, welcome amenity, guest greeting, mid-stay check-in, and guest farewell.
  • Media, Photo and Video Coordination – Manage on-property media, photo and video related requests, balancing creative needs while protecting the integrity of the guest experience.
  • Other Duties as Assigned – Support Retreat Director and operations as needed.

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.   
  • Speak confidently 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 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 always.
  • Administrative Tasks – Complete clerical tasks such as filing, mailing 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.

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 hospitality, 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, OASIS, Asana and Outlook.

Required Technical / Other Skills and Abilities

  • Ability to verbally communicate effectively 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.
  • Excellent organizational skills and the ability to pay close attention to detail with minimal supervision.
  • Must be able to work flexible hours with possible 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 such as (customer personal data and medical records.)

COMPANY FUNDS

This position has no access to company funds

 

 

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