Operations Manager

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 Retreatswellnessbrand took placeonLanai Hawaii in partnership with Four Seasons lodging and food offerings by this location Sensei Porcupine Creek Sensei isoperatingthe lodging operation as well as world-class golf tennis spa fitness movement nutrition meditative enrichment and body assessment 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-ledand supported by the latest can read our storyhere.

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 Senseis mission and goals

Requirements:

• 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.
• Valid drivers license.

Qualifications:

• Bachelors 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

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
• Resourceful and adaptable
• 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

• CompetitiveSalary
• Robust and comprehensive Health Insurance
  • Medical (100% paid HMO) Dental Vision LifeDisablityinsurance and Voluntary Insurance Plans
• Employee Assistance Program
• 401k Plan Matching
• Tax Savings Benefits Plans
  • Pre-tax 401l Matching Plan
  • Healthcare Flexible Spending Account (FSA) Saving Plan
• Wellbeing Benefit - Monthly allowance for wellness/wellbeing related expenses
• Employee Discount Program

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 domesticor sexual violence victim status breastfeeding requirements assignment of Income for child support obligations or credit history or report.