Pre-Arrival Experience Specialist

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. Reporting to the Retreat Director, this role also provides operational support through projects, reporting, and strategic initiatives, aligned with pre-arrival and experience specialist responsibilities.  

Responsibilities 

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.

Operational Support

• Guest Journey Support – Produce reports, administrative tasks, and projects that support a seamless guest experience. Contribute to initiatives that enhance the guest experience from pre-arrival to post-stay.
• 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.

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
• 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 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.
• 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 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

 

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.