Operations Manager

 

Salary Range: $80,000.00- $90,000.00  

Position Description

The Operations Manager is a key operational leader responsible for supporting and overseeing the Retail, Guest Services, Pre-Arrival (on-property), and Experience Specialist teams.  This role plays a vital part in delivering seamless, personalized, and elevated guest and member experiences across all stages of the guest journey.

Working in close partnership with the Director of Operations and departmental leaders on property, the Operations Manager ensures consistency of service standards, smooth day-to-day execution, and strong alignment across all guest-facing touchpoints.  This position serves as both a hands-on operational leader and a strategic liaison, supporting leadership initiatives while maintaining direct engagement with guests and team members.

 

Responsibilities

• Consistently model honesty, professionalism, and ethical conduct, fostering a culture of accountability, trust, and service excellence.
• Oversee the reservations processes within pre-arrival and experience teams to ensure spa & wellness bookings are accurate, seamless, and aligned with guest expectations.
• Encourage rooms, spa and wellness upsells and support in achieving monthly revenue goals
• Oversee guest experiences from pre-arrival, arrival and the entirety of their retreat visit ensuring excellent service
• Ensure follow up completion of guest requests and feedback
• Ensure accurate processing of reservations in all booking systems, charging, and reporting of guest and employee transactions in full compliance with Sensei financial policies and procedures.
• Conduct daily line up with Experience Specialists (ES), Pre-Arrival, Guest Services, and Retail teams to communicate critical guest information and operational priorities.
• Lead structured team meetings with clear agendas, documented outcomes, and actionable follow-up items.
• Monitor, review, and respond promptly to guest feedback, resolving concerns with empathy, discretion, and efficiency.
• Safeguard guest information by strictly adhering to HIPAA requirements and internal confidentiality standards.
• Prepare and submit detailed weekly and monthly reports highlighting VIP guests, guest satisfaction trends, and actionable recommendations to enhance service delivery.
• Support team engagement through coaching, performance management, recognition, and ongoing development initiatives.
• Provide visible leadership presence during high-volume or high-pressure operational periods to maintain consistent service standards.
• Collaborate closely with the Wellness Guide Team to support the creation and modification of itineraries for guests.
• Maintain proactive communication to ensure seamless transitions and service continuity from pre-arrival through on-property experiences.
• Monitor guest room inventory, strategic room blocking, and manage special guest requests.
• Maintain retail monthly sales, inventory, and upkeep of the boutique on a day-to-day basis.
• Ensure the ongoing upkeep, organization, and inventory management of the retail boutique, maintaining a high standard of presentation and functionality.
• Oversee Experience Desk standards and provide hands-on support as needed, including guest arrivals and departures, billing, reservations, and inquiries.
• Interview, hire, onboard, and train new team members.
• Maintain and update departmental training materials and manuals.
• Develop staffing schedules aligned with anticipated guest volume and operational demand.
• Address team concerns through coaching, counseling, and corrective action when necessary.
• Follow up on Employee Engagement Survey results and support action plan implementation.
• Foster open, effective communication across departments to support operational alignment.
• Stay informed on events, packages, and group activities to enhance overall guest engagement and experience.
• Perform additional responsibilities as assigned by leadership to support Sensei's mission and goals

 

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.
• 3+ years of experience working in the medical and/or wellness indus