Operations Manager

Sensei Wellness Holdings Inc.,•Lanai City, HI

31d•$72,000 - $85,000•Onsite

About The Position

The Operations Manager is a strategic and highly engaged leader responsible for driving the day-to-day execution of the Sensei Lāna‘i guest experience and operational performance. Reporting to the Retreat Director, this role ensures a seamless, personalized, and elevated guest journey from pre-arrival planning through on-property execution. The Operations Manager leads core operational teams while maintaining real-time oversight of bookings, guest flow, service delivery, and overall retreat operations. This position serves as a central connector across departments, aligning Pre-Arrival, Experience, Spa, Wellness, and Retreat Assistant teams with Four Seasons partners including Reservations, Front Office, Engineering, Housekeeping and Food & Beverage. Through this collaboration, the Operations Manager ensures that every detail of the guest experience is executed with precision, consistency, and care. The Operations Manager is responsible for balancing service excellence with operational efficiency, including labor optimization, revenue opportunity identification, and booking accuracy. They act as a point of contact for guest experience, ensuring thoughtful recovery, proactive communication, and high-touch service at all times. This leader also plays a key role in team development and accountability, overseeing training, performance, and daily communication to ensure the Experience Specialist, PreArrival Experience Specialist and Retreat Assistant teams are aligned, informed and empowered to deliver at the highest level. Through strong leadership, operational discipline, and cross-functional partnership, the Operations Manager ensures that Sensei Lāna‘i delivers a consistently exceptional, intentional, and wellness-driven experience aligned with our mission, philosophy, and standards.

Requirements

Bachelor’s Degree or higher desirable
3 years minimum experience working in the hospitality or wellness industry at a front desk or control desk, operations, reservations, call center or hotel concierge.
Possess computer skills, literate in software packages such as Word/Excel/PowerPoint, Book4Time or booking systems, GMS, Asana and Outlook.
Ability to communicate effectively both verbally and in writing with guests, co-workers, partners and stakeholders.
Strong understanding of the guest experience.
High commitment to guest satisfaction and service including maintaining a courteous and professional manner and a positive attitude, exhibiting a willingness to help, and promoting positive interactions with guests.
Ability to proactively sell products and services.
Good organizational skills and the ability to pay close attention to detail with minimal supervision.
Must be able to work flexible hours, weekends, evenings and holidays.
Ability to perform and lead in a team-based environment.
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

Nice To Haves

Bachelor’s Degree or higher desirable

Responsibilities

Lead daily resort-wide wellness operational oversight to ensure seamless execution of the guest experience across all departments.
Serve as the key liaison between guest-facing teams and internal operations, ensuring alignment between sales, reservations and on-site execution.
Act as the point of contact for service escalations and high-touch guest recovery.
Oversee the guest experience through real-time itinerary updates, bookings, and daily guest movement across departments.
Oversee pre-arrival, arrival, and mid-stay guest communication and touchpoints, including alerts, welcome amenities, special requests, and surprise-and-delight moments.
Maintain oversight of booking accuracy two weeks in advance.
Ensure guest service charge accuracy, manage billing disputes, and manage charge reconciliations.
Review final balance of spa and wellness appointments by 7:15 a.m. daily.
Post the daily Torii Time report by 8:15 a.m. daily, to prepare the property team for incoming guests, including key occupancy data, guest sentiment highlights, and operational updates.
Compile and contribute to weekly and monthly cross-departmental property reports by collecting inputs from department heads and submitting completed documents for the Retreat Director’s review and executive reporting.
Perform other duties as assigned by the Retreat Director.
Review daily/weekly bookings to identify availability gaps and support revenue conversion strategies.
Support design and execution of strategies and team incentives that promote upsells, service add-ons, and package conversions.
Monitor and manage labor standards across the Experience and Retreat Assistant teams to balance service and cost.
Align team scheduling and labor strategy with forecasted demand and booking trends.
Recommend shift structure adjustments based on service volume and operational needs.
Partner with Retreat Director and Pre-Arrival Team to coordinate itineraries and logistics for VIPs, media visits, travel agents, FAMs, site visits, groups, and buyouts.
Collaborate with Four Seasons Sales, Event Planning, Pre-Arrival, and Lāna‘i Leadership to build customized group and individual itineraries.
Attend resume review meetings and pre-conference briefings to align operational details.
Share announcements and key trip details with staff prior to arrival to ensure team readiness.
Serve as the primary on-property contact for groups and VIPs during their stay.
Provide real-time updates on guest/group movement and changes via Oasis and Teams.
Coordinate and support all Sensei wellness tour and presentation requests.
Execute personalized touchpoints including welcome letter, amenities, greetings, mid-stay check-in, and farewell.
Manage on-site media, photo, and video requests while maintaining guest privacy and experience standards.
Supervise Pre-Arrival Experience Specialist and Experience Specialists team, overseeing scheduling, training, payroll, and performance coaching.
Lead daily standups, send updates via Teams and Oasis, and review itineraries for accuracy.
Prepare and lead weekly training and development meetings for Pre-Arrival and Experience teams.
Maintain training manuals, policy documents, SOPs, and service standard resources.
Keep the team informed of all Sensei and Four Seasons services, dining, activities and events.
Support recruitment, onboarding, and recognition initiatives.
Provide back-up support for the Experience Desk, including guest greetings, appointment scheduling, and daily closeouts.
Supervise the Lead Retreat Assistant and Retreat Assistant team, overseeing scheduling, training, payroll, and performance coaching.
Assist the Lead Retreat Assistant and Retreat Assistant Team as needed to ensure daily readiness of spa treatment rooms, pantry stock, linen processing, and therapist assistance.
Assist the Lead Retreat Assistant and Retreat Assistant Team as needed to ensure setup and breakdown of movement classes.
Assist the Lead Retreat Assistant as needed to ensure successful collaboration with Sensei Corporate IT and Four Seasons departments (IT, Housekeeping, Engineering, Landscaping, Laundry and Art Conservatorship) to resolve operational issues and ensure seamless guest support.
Assist the Lead Retreat Assistant and Retreat Assistant Team as needed to ensure back-of-house support including hale turnover, class setup, laundry flow and wellness inventory.
Maintain high standards of organization, cleanliness, and safety across all retreat storage and support areas.
Assist the Lead Retreat Assistant as needed to ensure scheduling, maintenance, and cleanliness of retreat vehicles used by team members.
Assist the Lead Retreat Assistant as needed to ensure product restocking, inventory accuracy, and coordination with purchasing and receiving teams.
Assist the Lead Retreat Assistant as needed to ensure clear reporting channels for maintenance or supply issues to ensure timely resolution.
Maintain a positive, upbeat role, promote and exemplify Company values and represent departmental objectives and interests to internal and external customers.
Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner.
Develop and promote teamwork and cooperation among co-workers.
Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.