Retail and Guest Experience Specialist

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 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

Qualifications:

• 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

Traits We Value 

• 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 

Compensation & 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

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex (including gender identity or expression; pregnancy, childbirth, or related medical conditions), sexual orientation, age, religion, color, ancestry, disability (including association or relationship with an individual with a disability), marital status, National Guard obligation, genetic test results, arrest and court records, reproductive health decision, domestic or sexual violence victim status, breastfeeding requirements, assignment of Income for child support obligations, or credit history or report.