Wellness Operations Manager

Job Description

Role & responsibilities Role Objective: To lead and manage wellness operations, ensuring seamless guest experiences while maximizing financial performance. This involves coordinating with multidisciplinary wellness experts to design and implement personalised wellness programmes tailored to each guests needs. The incumbent will also focus on upselling additional wellness programmes and room nights to guests who have completed their initial wellness journey, enhancing both guest satisfaction and revenue. Furthermore, the role emphasizes driving operational excellence, providing strong team leadership, and ensuring the highest levels of guest satisfaction, all while adhering to core wellness and sustainability principles. KEY RESPONSIBILITIES Strategic Leadership Oversee the operations of the wellness center, managing programmes across five verticals: Preventive Medicine, Physical Restoration, Emotional Balance, Nutrition, and Spiritual Harmony. Ensure a seamless and integrated wellness experience for all retreat guests. Collaborate with the medical team (Ayurvedic doctors, naturopaths, nutritionists, exercise physiologists, yoga instructors, and spiritual wellness experts) to design and implement personalised wellness programmes. Act as the primary point of contact between the wellness team and medical experts, ensuring clear communication and alignment on guest plans and preferences. Conduct periodic competition analysis and contribute to ongoing programme review and process improvement. Develop and implement standard operating procedures (SOPs) for all wellness operations, ensuring consistency and quality across services. Research international trends in wellness retreat operations and recommend new offerings, products, and services to keep us competitive Guest Journey Planning Develop and oversee personalised daily schedules for guests, including wellness treatments, wellness consultations, fitness sessions, yoga classes, and learning programmes, nature activities. Monitor guest progress and adjust programmes as needed in consultation with the medical teams. Adequate reading material to educate guests about various intricacies of the programmes and treatments Ensure a seamless and cohesive guest experience from pre-arrival to departure. Schedule consultations for guests with the medical team to track health and wellness goals and ensure personalised attention throughout their stay. Maintain accurate and detailed records of guest assessments, treatment plans, and progress reports ensuring data privacy. Maintaining a tranquil environment to support and enhance guest healing journey and experience. Operation Experience Oversee daily operations of the House of Healing, ensuring high standards of service, cleanliness, and efficiency. Manage budgets, inventory, and procurement to ensure cost-effectiveness while maintaining luxury standards. Optimise staff scheduling and resource allocation to maximize productivity and guest satisfaction. Ensure all equipment, products, and collaterals are maintained in excellent condition for smooth service delivery by maintaining AMCs for critical equipment Monitor and analyse performance metrics (e.g., guest satisfaction, utilisation rates, revenue) and take corrective actions to achieve targets. Oversee inventory management, ordering, and stocking of wellness-related products and supplies. Upselling Wellness Programmes and Room Nights Identify opportunities to upsell consultations with doctors, personal training sessions, wellness programmes, retreat packages, retail products and room nights to guests who have completed their initial stay. Collaborate with the reservations and marketing teams to create tailored offers and incentives for repeat guests (e.g., discounted rates, complimentary upgrades, exclusive wellness services). Train and motivate the wellness and front desk teams to effectively communicate the benefits of extended stays and additional wellness programmes. Monitor guest feedback and preferences to personalise upselling strategies and enhance guest satisfaction. People Leadership: Recruit, train, and mentor a team of therapists, receptionists, and support staff to deliver exceptional service. Foster a positive and collaborative work environment, promoting professional growth and development. Conduct regular performance evaluations and provide constructive feedback to ensure continuous improvement. Identify high-potential employees (HIPO) and implement development and retention strategies as part of succession planning. Skill Development sessions across 5 pathways with the help of external experts Working closely with the HR team to set goals and expectations for direct reports and ensures that it is done for the entire department. Lead, mentor, and inspire the wellness team towards meeting and exceeding the goals. Conduct periodic performance reviews and annual performance appraisal based on the set guidelines. Organise, attend, and ensure Cross-training in all Guest Service Areas. Keeps the entire wellness and related teams updated on the latest wellness and fitness trends & knowledge of the area of operations they are handling. Guest Experience Ensure every guest receives a personalised and memorable wellness experience, exceeding their expectations. Address guest concerns and feedback promptly and professionally, resolving issues to ensure satisfaction. Collaborate with the wellness and hospitality teams to create integrated guest experiences, including wellness programmes, retreat packages, and special events. Review arrival lists daily and ensure guest preferences (especially for repeat guests and VIPs) are communicated and delivered by the concerned departments. Compliance and Safety Ensure compliance with all health, safety, and sanitation regulations, maintaining a safe and hygienic environment for guests and staff. Stay updated on industry trends, certifications, and best practices to ensure the spa remains at the forefront of luxury wellness. Review audit findings (e.g., safety, hygiene, ISO audits) and take corrective measures to ensure full compliance. Financial Review and lead initiatives to meet department budgets, control costs, and optimise revenue generation through wellness services. Collaborate with the finance department to review performance and implement plans to increase business. Sustainability and Wellness Advocacy: Ensure high factor of sustainability across all the wellness programmes and treatments like - Biomedical waste, retail products and product used internally for treatments, disposables and so on. Encourage and practice wellness and sustainability principles in all operational aspects. Advocate for the Shillim Institutes mission of conservation, sustainability, and healing Interfaces External: Retreat Guests, Industry Specialists Internal: Operation Head, Other wellness team members, Other Retreat team members DESIRED KNOWLEDGE AND EXPERIENCE Qualifications & Experience Bachelors degree in Hospitality Management, Business Administration, or a related field (preferred). Over 10 years of relevant experience in wellness operations, with at least 5 years in a managerial role. Strong knowledge of spa treatments, wellness therapies, and holistic health practices. Experience working with multidisciplinary wellness teams (e.g., Ayurvedic doctors, naturopaths, nutritionists, etc.) is highly desirable. Proven experience in upselling wellness programmes, retreat packages, and room nights in a luxury hospitality setting. Exceptional leadership, communication, and interpersonal skills. Proficiency in spa management software and Microsoft Office Suite. Certification in spa or wellness management (e.g., CIDESCO, ITEC, or equivalent) is a plus. Preferred candidate profile Perks and benefits