Vice President Operations

Vice President of Wellness Operations

The Vice President of Wellness Operations is a senior executive responsible for driving operational excellence, guest experience, and team performance across multiple wellness, hospitality, and guest service departments. This role partners closely with executive leadership and serves as a visible, hands-on leader for both guests and staff—balancing strategic direction with active daily involvement.

Key Responsibilities

Operational Leadership

Oversee day-to-day operations across spa, fitness, wellness, retail, front desk, housekeeping, and guest services functions.

Translate organizational goals into clear, actionable operational plans that optimize performance and guest satisfaction.

Ensure compliance with all applicable health, safety, labor, and licensing standards.

Act as the operational leader in the absence of the COO or other executives to ensure seamless continuity.

Build and maintain strong relationships with vendors, partners, and service providers.

Oversee scheduling, timekeeping, and workflow systems to improve efficiency and accountability.

Guest Experience Excellence

Maintain a highly visible presence with guests, anticipating needs and resolving concerns with professionalism and empathy.

Consistently achieve top-tier guest satisfaction through exceptional service delivery and proactive standards.

Analyze feedback and survey data to implement service improvements.

Oversee guest communications, including inquiries and complaint resolution.

Support and host special events and engagement activities to strengthen guest loyalty and community connection.

Team Development & Culture

Lead, mentor, and develop department leaders and teams to achieve operational and service goals.

Foster a culture of excellence, professionalism, and collaboration rooted in empathy and accountability.

Oversee recruitment, onboarding, training, performance management, and team development initiatives.

Establish clear performance metrics and ensure consistent application of company policies and service standards.

Conduct regular performance reviews and provide feedback to encourage growth and high performance.

Qualifications

Experience

Minimum of 5 years in senior leadership (Director of Operations, Resort Manager, Hotel Manager, or equivalent).

Proven experience managing operations in a luxury hospitality, resort, or wellness/spa environment.

Background in leading large, multi-department teams.

Education

Bachelor’s degree preferred in Hospitality Management or a related field.

Skills & Attributes

Exceptional communication and interpersonal skills.

Strong business acumen, including budgeting, forecasting, and operational metrics.

Guest-focused leadership style with calm, solution-oriented decision-making.

Highly organized, detail-oriented, and effective in fast-paced, high-expectation environments.

High emotional intelligence, discretion, and professionalism.

Proficient in Microsoft Office and operational management systems.

Availability

Flexible schedule with availability for weekends, evenings, and holidays as required.