Experience Specialist New Rancho Mirage, CA

Sensei; Rancho Mirage, Northern (CA, KY); Hybrid; USD 30,000 - 41,000; Full time

Job summary

Sensei Wellness Holdings Inc. in Rancho Mirage invites an Experience Specialist to welcome guests, assist with check-in, and curate personalized itineraries within our luxury wellness retreat.

You will work across departments to plan pre-arrival and on-stay arrangements, manage reservations and daily activities, and ensure exceptional, discreet service that reflects the Sensei Way. The role requires hospitality experience, strong communication, and a passion for wellbeing, with training and

Qualifications

• Bachelor's Degree in Hospitality or related field.
• Front desk, concierge, reservations or call center experience preferred.
• Strong communication and guest-focused approach.
• Ability to coordinate across departments and manage multiple tasks.

Responsibilities

• Greets guests and checks them in following Sensei procedures.
• Responds to guest questions via in person, phone, email or text.
• Builds and adjusts itineraries pre-arrival and during stay.
• Manages reservations and daily activities across departments.
• Checks guests out and maintains a spotless front desk area.
• Performs clerical duties and ensures confidentiality and safety.
• Collaborates with Sensei Guides and Reservations teams for seamless service.
• Upholds Sensei values and proactive guest issue resolution.

Skills

Attention to detail

Guest service

Reservations software

MS Office

Book4Time

Opera PMS

Outlook

Communication

Education

Bachelor's Degree in Hospitality or related field

Tools

Book4Time

Opera PMS

Microsoft Office

Outlook

Job description

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 Retreatswellnessbrand took placeonLana’i, Hawaii in partnership with Four Season’s lodging and food offerings by Nobu.In this location, Sensei Porcupine Creek, Sensei isoperatingthe 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-ledand supported by the latest technology.You can read our story here .

Position Description :

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
• Will need to be knowledgeable and trained to cover shifts and breaks for the Retail Manager of the high-end lifestyle boutique.
• 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.
• 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

Requirements:

• 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.
• Experience in computer, reservations, and itinerary systems . L iterate in software packages such as Microsoft Office , Book4Time or other spa booking systems, Opera or other PMS software, dining reservations systems, Alice, and Outlook.
• 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.

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
• Commitment to a healthier living environment and embracing the Sensei Way and philosophy espoused and science identified in Dr Agus’ teachings and writings
• Collaborative mentality and the ability to recognize how to get things done as a team
• Self-confidence and composure to accept critique, process it, and apply the learnings to improve
• Resourceful and adaptable, understanding that a big idea can come from anywhere
• Open to learning, developing new skills and professional experiences
• 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
• Robust and comprehensive Health Insurance
  • Medical (100% paid HMO), Dental, Vision, Life, Disability insurance and Voluntary Insurance Plans
• Employee Assistance Program
• 401k Plan Matching
• Tax Savings Benefits Plans
  • Pre-tax 401l Matching Plan
  • Healthcare Flexible Spending Account (FSA) Saving Plan
• Wellbeing Benefit - Monthly allowance for wellness/wellbeing related expenses
• Employee Discount Program

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex ( i ncluding 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Sensei Wellness Holdings Inc.,’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.