Wellness Director

Salary Range: $140,000 to $150,000 Based on Experience

Position Description

An exciting opportunity to lead wellness experts who leverage evidence-based content and technology in a luxury resort setting. The Wellness Director manages the overall operation of the Sensei Retreat, directly overseeing spa, wellness, technology and guest experience and interacts and collaborates closely with the resort hotel operations. The Wellness Director reports to the General Manager and is the local brand ambassador to guests, press, dignitaries, and at times, the co-owner of Sensei whose personal estate this is. The role requires an experienced wellness expert who can oversee and work with a senior team of Sensei Guides who are Exercise Physiology, Nutrition and Mindfulness Coaches working with our guests on their customized approach to wellness by applying knowledge obtained through their advanced academic degrees. This role also works closely with the corporate Product Engineers and Wellness Research team.  The candidate must understand the workings of spa and fitness with their on-site managers, oversee fitness instructors, wellness practitioners, aestheticians and spa therapists at a Retreat.  This role will be involved with the developing, scheduling and management of all program modalities, including spa treatments, fitness and movement instruction, meditation and mindfulness sessions, nutrition and enrichment classes (such as art, music and cultural activities) and guest interaction and itinerary building with our on-site Guides and Experience Specialists, and central corporate Pre-arrival team who schedules guest itineraries.  The Wellness Director participates in employee sourcing and recruitment, trains staff to Sensei’s philosophy and approach (the “Sensei Way”), trains to its standard operating practices (SOP’s) and keeps them updated, mentors and disciplines employees, anticipates and solves problems, addresses customer needs to ensure the highest quality of service and leverages technology as tools used to enhance the guest experience. Finally, the Director ensures Sensei staff are aware of and comply with overall resort operating policies and decorum.

Reporting to: Porcupine Creek General Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

• Supervise a team of Wellness providers to ensure Sensei-endorsed quality services are delivered to our guests. This will include, but is not limited to the daily operations, supervision, coordination, and administration, directly or indirectly of the Wellness department and retreat operation where needed.
• Responsible daily, weekly and monthly for staff and scheduling with accuracy and timeliness, ensuring business volumes are closely monitored (i.e. groups, holidays, staff vacations) to meet guest needs and profit goals
• Conduct daily stand-up meetings with your team ensuring all pertinent information is thoroughly disseminated to and understood by every staff member on duty every day
• Conducting interviewing, onboarding, training, counseling, reviews and off-boarding.
• Follow up with team members using constructive feedback and motivation to address problems that affect job performance.
• Manage the department’s payroll, timeclock edits, commissions, vacation planning, monitoring and rectifying any discrepancies.
• Ensure the Wellness facilities, equipment and storage areas are inspected daily, for both housekeeping and engineering concerns to ensure maintenance issues reported and followed up on.
• Ensure monthly inventories of Wellness goods and review par stocks and lead times are completed on orders so as not to incur shortfalls.
• Inspect areas to ensure that all equipment is properly stored and handled by the team on daily basis.
• Conduct team meetings, create agendas, submit minutes, and follow up on concerns.
• Maintain and monitor execution and follow-though of agreed upon daily, weekly, monthly and quarterly communication meetings and resulting actions items and initiatives 
• Update training manuals and monitor the training of new hires, verifying the readiness of new hires to start teaching classes.
• Review guest feedback and follow up on day-to-day guest concerns.
• Provide guest support and excellent guest service and be the primary  point of contact for guests, as a senior representative of Sensei
• Establish a strong, collaborative relationship with our partners and the hotel operator to optimize a seamless guest experience, provide prompt full resolution and response to the satisfaction of the guest.
• Ensure the staff practices and Sensei programs and services are of the highest caliber, reflect our standards and satisfy the guests needs and expectations
• Stay up to date on the latest research and practices and share with the team
• Ensure confidentiality with respect to guest data according to HIPAA Regulations and Sensei confidentiality guidelines.
• Analyze and evaluate the effectiveness of initiatives to ensure program goals and objectives are successfully achieved
• Work with Corporate L&D manager in developing training modules
• Assist in development and presentation of the operating budget and upon final budget approval, assure that all functions operate within appropriated amounts
• Ensure standard operating practices (SOPs) are in place and regularly updated, and train staff to such standards, including, but not limited to, scheduling, performance management, program protocols, service standards, as well as onboarding, training and off-boarding of employees
• Ensure the guests have a meaningful experience and are enriched by the programs and services (on property and throughout the island) found in our Experience Menu, always seeking to improve, innovate and create best practices
• Analyze and evaluate the effectiveness of program goals and objectives, remain current with the latest spa and wellness trends, products and programs, as well as best-practices, and make adjustments and recommend improvements to the current service menus and SOP’s
• Understand the Sensei mission, philosophy and brand standards and develop a team culture around the core company mission
• Lead by example with the ability to mentor, inspire, empathize and establish and communicate clear expectations aligned with the Sensei Culture, brand standards of guest experience and service guidelines
• Be familiar with the existing and emerging health and safety protocols associated with COVID-19 and how such events have impacted our business, guests, and employees
• Create and manage to an annual budget and P&L goals in coordination with your COO and the Finance Department
• Hold primary P&L responsibility based on an annual budget developed in coordination with the corporate support team
• Provide reports and suggestions to Sensei for development of digital tools to help facilitate the guest’s efforts around their goals and intentions
• Be familiar with and proficient in the Sensei technology used on-site, as well as for recruiting and corporate reporting
• Maintain a strong unwavering commitment to ensure employees are well cared for in their daily work and that wellbeing activities and opportunities for growth are provided
• Maintain an attitude and philosophy consistent with the company mission, vision, and values
• Display a high level of maturity, discretion, tact, judgment, and the ability to deal with confidential matters
• Develop and maintain good working relationships with various organizations, both internal and external.
• Act as a conduit between the Wellness team and the rest of the Retreat.
• Review and determine appropriate resolution ensuring policy and procedures are consistently followed.
• Inform appropriate management of any potential situation that may require further attention.  This includes but is not limited to: safety issues and concerns, OSHA compliance, ADA compliance, Equal Employment, legal compliance, sexual harassment including associates and guests.  Follow up to ensure resolution is achieved.
• Able and willing to adjust working hours and days off based on business needs
• 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
• Always maintain impeccable grooming and personal hygiene and wear uniform as directed
• Uphold Sensei values in daily practices
• Ensure the confidentiality and security of all guests
• Due to the intimate nature of the resort with limited number of guests on property, be ready to assist teams laterally across all departments to provide a seamless guest flow
• Any and all related duties as assigned by the General Manager

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 and 10 years’ senior management experience, including at least 5 as an executive at a leading destination spa or wellness facility,  preferably in a luxury hospitality environment
• Proven ability to develop, motivate and inspire a team of 25 people or more and a minimum annual budget of $5,000,000
• Capable of evaluating and developing spa and wellness programs and assess the products used therein
• Interest in, and open mind to, online data and technology support, including a familiarity with PMS, POS, Spa Scheduling, Reservations Booking, Wellness Wearables and other software and hardware systems found in spa, exercise facilities and hotels
• Familiar and comfortable with technology and applications such as Excel, Word, Asana, Slack and others
• Strong organizational, computer and leadership skills with attention to detail
• Excellent written and verbal communication skills
• Provide supportive clear direction with an ability to analyze and problem solve while remaining curious and engage people warmly and openly
• Ability to develop and manage a budget and manage schedules and expenses accordingly
• Ability to recruit, retain, develop, motivate and inspire a team
• Strong personal commitment to wellness and motivated to live the Sensei Way
• Experience in yield management to maximize revenues
• Able to be efficient and productive in a dynamic environment
• Knowledgeable in the front-of-house and back-of-house operations of a resort
• Strong teamwork and collaboration skills

Preferred Skills/Abilities and Required Licenses/Certifications 

• Knowledgeable in Opera, Book-4-Time
• Licensed or certified in a professional spa or wellness modality
• Experienced teaching a class or lecture in one of the spa or wellness modalities above
• Pre-Opening and Opening operational experience
• CPR and AED Certification

Working Conditions

• While performing duties of this job, the essential functions of this position require an employee to regularly stand, walk, use hand to write on chart, talk, hear, see, taste, smell, type on keyboard, with or without reasonable accommodation
• Available to workday, evening and weekend hours in office, studios and outdoors in a resort setting
• Ability to work in indoor and outdoor environments in a range of weather conditions

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
• 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.