Retail and Guest Experience Specialist

Sensei Wellness Holdings Inc.,•Rancho Mirage, CA

17h•Onsite

About The Position

Founded by Dr. David Agus and Larry Ellison, Sensei's ecosystem of products and experiences aims to empower individuals to grow well and lead towards greater wellbeing. Based on Dr. Agus’ philosophy, Sensei guides guests to greater wellbeing through experiential movement, rest, and nourishment classes and programs. The Retreats wellness brand launched on Lana’i, Hawaii, in partnership with Four Season’s lodging and Nobu's food offerings. At Sensei Porcupine Creek, Sensei operates lodging, world-class golf, tennis, spa, fitness, movement, nutrition, meditative, enrichment, and body assessment facilities, and also runs the F&B operation under a licensing agreement with Nobu. Sensei programs and learning sessions are high-touch, evidence-led, and supported by the latest technology. The Retail & Guest Experience Specialist will oversee all Lobby Retail operations, Spa & Wellness reservations, and support Experience operations. This role is responsible for the guest retail experience, the spa & wellness reservations process, ensuring inventory levels meet demand, daily boutique maintenance, and driving sales and increasing profitability. The ideal candidate should have a working knowledge of sales, merchandising, and inventory.

Requirements

Experience in retail, resort front desk, spa, wellness, or hospitality management, preferably in a luxury environment
Strong customer service skills with excellent problem‑solving ability
Discerning attention to detail and dedication to brand standards and presentation
Strong sense of style with an eye for visual merchandising
Ability to meet deadlines and remain efficient and productive in a fast‑paced, dynamic environment
Familiarity with data analysis and customer traffic trends
Strong organizational, leadership, and time‑management skills
Excellent written, verbal, and interpersonal communication skills
Strong personal commitment to wellness and alignment with the Sensei Way

Nice To Haves

Associate Degree or bachelor’s degree in relevant field preferred
Demonstrated commitment to hospitality, professionalism, and delivering prompt, courteous service, with a positive demeanor in high‑pressure situations
Comfortable using technology and applications such as Excel, Word, Asana, Opera, and Book4Time
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

Responsibilities

Collaborate with pre-arrival, Spa, and Wellness teams in promoting available programming and offerings to guests, and maximizing revenue opportunities
Responsible in booking requests for Spa and Wellness, Golf, and Tennis and inputting reservation details in Book4Time
This role is responsible in ensuring proper billing on guest folios for Retail, Spa and Wellness, Golf, and Tennis.
Conduct inventory monthly to ensure appropriate merchandise levels in stock
Manage restocking, purchasing of merchandise, and invoice processing in collaboration with the Retail buyer
Participate in development of any Sensei Boutique projects, assist Experience Specialists in the Boutique, and assist guests in all areas of the Retreat.
Provide high level guest experience through gracious service, product knowledge and Sensei service standards.
Participate in and actively engage in all spa product training & development efforts with Spa, Wellness, Fitness, Operations, Golf, Tennis, and Experience teams.
Run weekly and monthly sales report reflecting performance analysis.
Respond to Boutique related guest feedback in a prompt and professional manner, resolve issues in a manner that exceeds expectations.
Uphold compliance with all legal, health, and safety guidelines.
Understand the Sensei mission, philosophy and brand standards and develop a team culture around the core company mission
Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner
Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
This role will also serve as an extension of the Experience team and expected to support the daily operations
Due to the intimate nature of the retreat with limited number of guests on property, must assist teams laterally across all departments to lead a seamless guest flow throughout the different spaces in the retreat.
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 by Operations Manager, Director of Operations, and General Manager

Benefits

Competitive Salary
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