Operations Manager

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

• Lead and guide the team in the design, execution, and seamless adjustment of personalized guest itineraries, leveraging guest feedback and operational insight to ensure an elevated, end-to-end luxury experience from pre-arrival through departure.
• Partner closely with Sensei Guides to align daily operations with wellness and hospitality goals.
• Provide direct leadership to the Experience Specialist, Guest Services, Retail, and Pre-Arrival teams, including conducting regular 1:1s, overseeing scheduling, facilitating training, and enforcing service standards and desk protocols.
• Collaborate closely with the Sensei Team to design and refine guest itineraries, both pre-arrival and during the stay, ensuring personalized and memorable experiences.
• Manage in-stay itinerary adjustments and oversee daily guest movement, using insights from guest interactions to continuously improve service delivery.
• Partner with the Guide Team to curate tailored itineraries for OWP and Sabbatical guests, ensuring their unique needs are met with precision and care.
• Serve as a trusted support resource to the Director of Operations and other departmental leaders, ensuring continuity, communication, and excellence in execution.
• This role requires a proactive, guest-centric leader with strong organizational skills, a collaborative mindset, and the ability to thrive in a high-touch hospitality and wellness environment
• This role requires a proactive, guest-centric leader with strong organizational skills, a collaborative mindset, and the ability to thrive in a high-touch hospitality and wellness environment
• 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 Torii meetings 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 Guide Team to support the creation and modification of itineraries for OWP, Sabbatical, and VIP 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.
• Oversee inventory levels for ES and GS supplies.
• 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…