Experience Specialist Lead

Responsibilities

• Lead and guide the team in assisting guests with building itineraries
• Manage the guest experience from arrival to departure, offering personalized service
• Organize and monitor training for Experience Desk operations, including front desk and concierge
• Train and develop Front of House team members through coaching and motivation
• Resolve guest issues and troubleshoot service opportunities to uphold high standards
• Audit itinerary management and collaborate with Sensei Guides for wellness packages
• Manage intra-departmental communication regarding guest requests and updates
• Perform guest check-in and check-out procedures following established protocols
• Maintain Front of House inventory and supplies
• Coordinate housekeeping and amenity deliveries based on guest itineraries
• Assist with retail management and boutique coverage as needed

Requirements

• Experience with computer, reservations, and itinerary systems
• Proficiency in Microsoft Office, Book4Time, Opera (or other PMS), and dining reservation systems
• Detailed knowledge of Experience Specialist, Retail, and Guest Services roles
• Ability to proactively sell products and services through upselling
• Strong attention to detail with minimal supervision

Preferred Qualifications

• Bachelor's Degree in Hospitality, Event Planning, Operations, or a related field
• Experience in hotel concierge, reservations, or front desk roles
• Knowledge or certification in nutrition, fitness, or massage modalities
• Strong organizational and communication skills

Benefits

• Competitive Salary
• Robust health insurance (100% paid HMO), dental, vision, life, and disability
• 401k Plan Matching
• Tax savings benefits including Healthcare FSA
• Employee Assistance Program
• Monthly wellbeing allowance for wellness-related expenses
• Employee Discount Program

About the Company

Founded by Dr. David Agus and Larry Ellison, Sensei is an ecosystem of products and experiences designed to empower wellbeing through experiential movement, rest, and nourishment.