Experience Specialist

Sensei Wellness Holdings Inc.,•Rancho Mirage, CA

About The Position

The Experience Specialist will be responsible for welcoming and checking out guests, as well as assisting with guest requests and ensuring the night audit processes are completed. This position will integrate with all operating departments and be critical in setting up each day’s operations for success.

Requirements

At least 2 years prior experience working at a front desk, hotel concierge, hotel reservations, or call center
Experience in computer, reservations, and itinerary systems. Literate in software packages such as Microsoft Office, Book4Time or other spa booking systems, Opera or other PMS software, dining reservations systems, Alice, and Outlook.
Incredibly organized, with ability to communicate effectively with guests and co-workers through verbal and written methods.
Ability to pay close attention to detail with minimal supervision.
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, comfortable with upselling of guest accommodations or treatments.

Responsibilities

Greets guests and checks them into or out from their guest-rooms, following established Sensei procedures. Assist guests with overnight valet/bell needs and guide guests through the Resort’s spaces.
Makes and confirms Resort reservations for future guests following Sensei reservations procedures when the reservations team is unavailable.
Manage intradepartmental communication to inform, update and follow-up on guest needs; creating daily pass ons to ensure the next day’s operation is set up for success.
Knowledgeable on Sensei by Nobu menu and In Room Dining menu, assisting guests with overnight orders in room or upcoming reservations.
Ensure all tasks associated with the night audit process are completed, reporting any concerns to managers and the Director of Finance.
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.
Work closely with overnight security to ensure the safety and security of all guests and the overnight team, resolving any potential disturbances that may occur and being aware of all fire/life/safety emergency procedures.
Assist in directing the overnight cleaning process, answering any questions reporting any potential concerns to the housekeeping management.
Maintains front desk and front drive 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
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