Position Description 

The Special Events & Operations Manager is the primary point of contact for high-profile guests, Media, Travel Agents and Groups at Sensei Porcupine Creek, coordinating all stay-related details and providing the highest levels of personalized service before, during and after their stay. This position will integrate with all property operations departments, as well as the Sales, Marketing, Reservations and Pre-Arrival teams.

Responsibilities

  • Act as the liaison between the Retreat and Group Contacts for group stays, beginning at Contract stage and through post-departure.
  • Plan, coordinate and execute special events in collaboration with the GM, Ops team and guests
  • Work closely with Pre-Arrival Specialists and Experience Specialists in ensuring that all details of a VIP, Media, TA or Group arrival have been arranged and are ready for smooth execution
  • Assist in the management of pre-arrival and post-arrival details such as accommodations, transportation, personalization of the room, special requests, appointments, reservations, events, and amenities
  • Provide support to the Sales and Marketing Divisions in setting up and executing Media and TA visits and Fam trips
  • Create and execute any Media or TA site alerts to the operations team
  • Provide support to the Marketing Division in project managing any property-related asset requests or special event production, including gathering requirements from local team, vendor management, running the event and coordinating with HQ throughout the production or event
  • Maintain knowledge of all wellness, restaurant, tennis, golf, entertainment and other activities at Sensei Porcupine Creek and surrounding areas
  • Obtain rooming lists, establish billing, oversee group room blocks, welcome VIP's, oversee amenity requests, handle on site event logistics, coordinate outside vendors, and enforce group contracts.
  • Maintain positive client relationships and ensure a timely response to clients for space, food and beverage, or service needs
  • Coordinate with Group Contacts to conduct pre-conference Site visits
  • Create group resumes for operating departments to execute stays and events in accordance with the contract - including an overview and schedule of the group and its objective, details of the meeting agenda, AV requirements, VIP's, billing arrangements, wellness itinerary and amenity requests.
  • Plan group dining events, including assistance with menu and beverage selection, decorations, entertainment, audio visual, and any outside event company setup.
  • Communicate last minute changes in group functions to Retreat team members; ensure accurate and satisfactory follow up in any requests.
  • Coordinate and communicate day of event schedules for Groups, Media, and TA’s.
  • Conduct site tours for Travel Agents, VIPs, potential clients, meeting planners, and Media.
  • Create and execute accurate F&B event orders that include detailed information on the agenda, menu items, room set up, and billing arrangements.
  • Be knowledgeable on Sensei by Nobu menu, Special Events menus, Beverage menu and In Room Dining menu.
  • Coordinate any special requests and dietary restrictions to the Culinary team.
  • Coordinate with Meeting Planners to conduct pre-arrival review, including the introduction of Department Heads, overview of events, overview of itineraries, and guest arrival/departure manifests.
  • Conduct post conference review with clients including the presentation of billing and accurate closing of the PM account.
  • Compile any cancellation/attrition charges for the group.
  • Send thank you notes and gifts at the close of every group stay, gather feedback and follow up accordingly to maximize return business.
  • Attend any daily, weekly and monthly meetings as directed.
  • Host group resume or rider meetings with the operating teams as needed.
  • Assist the operations team, PAS and the Experience Desk with VIP guests and any TA requests during their stay
  • Respond to guest and client questions either in person, on the phone, through email or texting system in a courteous and professional manner
  • Provide 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.
  • Fulfill any guest and Meeting Planner requests, and ensure their stay is as pleasurable as possible;
  • Be empowered to turn around any guest opportunities that may arise; take ownership to troubleshoot, resolve, and uphold the highest guest service standards.
  • Make and confirm Retreat reservations for future guests following Sensei reservations procedures when the reservations/PAS team is unavailable.
  • Provide itinerary management and group activity management, which includes building itineraries and adjustments during pre-arrival and throughout the guest stay, collaborating with the PAS, ES and Sensei Guides Team to support guests’ Sensei Wellness Packages
  • Collaborate with key experience stakeholders to ensure a smooth pre-arrival process
  • Knowledgeable on the Wellness team’s schedules and practitioner’s proficiencies in different modalities
  • Perform clerical duties as required including but not limited to filing, photocopying, faxing, and mailing/shipping
  • Ensure 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
  • 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
  • Be knowledgeable and trained to cover shifts and breaks for the Retail Team of the high-end lifestyle boutique.
  • During times of low group, media or TA activity, work as an Experience Specialist
  • 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

 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

  • Bachelor's Degree or higher in Hospitality, Event Planning, Operations with an interest in health and wellness or comparable experience preferred.
  • Experience working at a front desk, hotel concierge, sales, conference services, hotel reservations, or call center.
  • Knowledge or certification in nutrition, fitness, or massage modalities beneficial.
  • Incredibly organized, with ability to communicate effectively with guests and co-workers through verbal and written methods.
  • 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.

Required Technical / Other Skills and Abilities

  • 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.
  • Ability to pay close attention to detail with minimal supervision.
  • Ability to proactively sell products and services, comfortable with upselling of guest accommodations or treatments.

Required Licenses/Certifications

  • Must be able to obtain any required food handing or alcohol serving certifications required by local or state agencies

 

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.

Traits We Value 

  • 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 compensation and benefits package
  • 401k and FSA plans
  • Subsidized gym membership
  • Wellness Benefit

 

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.

 

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