Wellness Manager

JOB SUMMARY

 

Responsible for day-to-day management of Wellness staff and services. This includes, but is not limited to, managing the scheduling of wellness and fitness staff in order meet customer demands, ensuring quality of services align with the Sensei mission and standards, and that staff comply with resort operating policies. This person may also provide up to 10 hours a week of services in their area of expertise (fitness, yoga, mindfulness, etc.).

 

CANDIDATE PROFILE 

 

Education and Experience

•Associate's Degree or Bachelor’s Degree
•Minimum of 5 years of experience managing teams of 5 or more
•Resort, Spa, Wellness, or Hospitality management or supervisory experience
•Teaching or counseling experience
 

Required Technical / Other Skills and Abilities
 

•Must be able to demonstrate hospitality, professionalism, prompt and courteous service, positive demeanor in stressful situations, and attention to detail at all times
•Excellent written and verbal communication skills
•Comfortable with technology
•Strong teamwork and collaboration skills
 

Required Licenses/Certifications
•License or training in a professional wellness capacity

 

CORE WORK ACTIVITIES

•Supervise a team of service 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 and fitness departments and retreat operation where needed.
•Responsible 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
•Conducting interviewing, onboarding, training, coaching and 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 Fitness and 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 fitness and wellness goods, 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 with Wellness Director, create agendas, submit minutes, and follow up on concerns.
•Monitor and personally attend classes to ensure consistency and relevancy.
•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.
•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 Wellness Director 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
•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 Guides, Experience Specialists, Providers and Guests.
•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.
•Conduct both group and private classes.
•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
• Perform other tasks as requested by supervisor
•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
•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
•Other duties that may be assigned by management
•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

Supporting Management of Spa Operations and Budgets

• Ensures all employees have the proper supplies, equipment and uniforms.

• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.

• Manages supplies and equipment inventories within budget.

• Maintains cleanliness of spa and related areas and equipment.

• Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.

 

Ensuring and Delivering Exceptional Customer Service

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels.

• Handles guest problems and complaints.

• Empowers employees to provide excellent customer service.

• Emphasizes guest satisfaction during all departmental meetings and focusing on continuous improvement.

• Strives to improve service performance.

 

Conducting Human Resources Activities

• Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.

• Ensures employees understand expectations and parameters.

• Brings issues to the attention of the department manager and Human Resources as necessary.

• Observes service behaviors of employees and providing feedback to individuals.

• Participates in employee progressive discipline procedures.

• Participates in an on-going employee recognition program.

• Reviews comment cards and guest satisfaction results with employees.

• Supports a Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Supervises on-going training initiatives and conducting training when appropriate.

• Establishes and maintains open, collaborative relationships with employees and ensuring employees do the same within the team.

• Celebrates successes and publicly recognizes the contributions of team members.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

• Assists the Spa Director in managing the day-to-day operations of the spa as necessary.

 

 

 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.