Experience Specialist (On-Call)

POSITION OVERVIEW

The Experience Specialist (On-Call) as-needed position is a key ambassador of the Sensei guest journey, responsible for delivering seamless, personalized service from pre-arrival through departure. This role manages daily guest flow, welcomes and checks inguests, supports itinerary building, and executes real-time changes with precision and care. Working cross-functionally with all departments, the Experience Specialist ensures accurate scheduling, clear communication, and proactive problem-solving to create a smooth and elevated experience for every guest. By anticipating needs and supporting both guests and internal teams, this position plays a vital role in creating a smooth, thoughtful, and elevated wellness experience for every guest.

DEFINITION OF ON-CALL EXPERIENCE SPECIALIST

The Experience Specialist (On-Call) position is an as-need, on-property position.  The Experience Specialist (On-Call) must be flexible in their availability and be able to work evenings, holidays, and weekends, there is no set number of work hours; this is not a remote position. 

On-Call positions are not a full-time, benefits-eligible position and do not receive employee benefits, such as, medical, dental, or vision, unless applicable by law. Please read the description in its entirety before applying.  Candidates living on the island of Lāna'i or any of the Hawaiian island will be considered as priority given the immediate on-call nature of the position. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

On Property Guest Support

• Primary On-Property Guest Contact – Serves as the dedicated point of contact for guests throughout their stay, delivering warm, personalized service from check-in to departure. Manages real-time itinerary adjustments, fulfills special requests, and provides thoughtful recommendations on dining, activities, and resort offerings. Receives guest handoff from the Pre-Arrival Team 72 hours prior to arrival to ensure a seamless experience and proactively resolves issues to uphold the highest standards of service.
• Guest Welcome & Check-In – Welcome guests with warmth and professionalism, executing seamless check-in and check-out of appointments in accordance with established protocols and standards
• Itinerary Management – Build, update, and fine-tune guest itineraries throughout their stay, ensuring alignment with their state intentions, preferences, and adherence to established protocols and standards. 

Room Only & External Wellness Requests 

• Room Only Booking Requests (LEP) – Manage wellness service booking requests from Four Seasons Lāna’i Experiences Planners (LEP) for Sensei room-only guests. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols.
• Manele VIP Booking Requests – Manage wellness service booking requests from Four Seasons Executive Assistants for Four Seasons Manele Beach Resort VIP guests. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols. 
• Island Club Booking Requests – Manage wellness service booking requests from Island Club Members. Monitor the LEP inbox and ensure requests are answered within 24 hours and the inbox is cleared by noon and 3:00pm daily. Follow all established scheduling procedures and booking protocols.
• Internal Space Reservation Requests – Manage internal wellness space reservation requests. Confirm bookings are handled promptly