Operations Manager

Position Description: 

The Operations Manager is a key operational leader responsible for overseeing and supporting the Experience Desk (Front Desk and Concierge), Guest Services, Pre-Arrival (Wellness and Spa Reservations), and Retail teams. This role is instrumental in ensuring seamless, personalized, and elevated experiences for guests and members throughout every stage 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.
• Over 5 years of experience in the medical, wellness, or hospitality industry, serving in a leadership role at a front desk, control desk, reservations, call center, or concierge. 
• Possess computer skills, literate in software packages such as Word/Excel/PowerPoint, book4Time or booking systems, Asana and Outlook

Required Skills and Abilities

• Excellent communication and interpersonal skills with guests, colleagues, and leadership.
• Strong organizational and time-management skills, with the ability to manage competing priorities.
• Ability to handle confidential information with discretion and sound judgment.
• Proactive, solutions-oriented mindset with a passion for service excellence.
• Flexibility to work weekends, holidays, and variable shifts based on business needs.

Required Licenses/Certifications

• Valid driver’s license required.

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 

• 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 
• 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
• Medical, dental, and vision insurance 
• 401k and FSA plans 
• Wellness benefit
• Employee events and recognition programs

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.