Retail and Guest Experience Specialist

Pay Rate: $26.52/HR.  

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. 

Position Description: 

The Retail & Guest Experience Specialist will oversee all Lobby Retail operations, Spa & Wellness reservations, and support the Experience operations. This role will be responsible for guest retail experience, spa & wellness reservations process, ensuring inventory stays on par based on demand, maintaining the boutique daily, driving sales and increasing profitability. The ideal candidate will have a working knowledge of sales, merchandising, and inventory.

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

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 atten