Apply on Employer Site

Cal-a-Vie Health Spa · 1 day ago

VP of Wellness Operations

Vista, CA

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Cal-a-Vie Health Spa is a world-renowned luxury wellness resort located in North County San Diego. The VP of Wellness Operations will lead the operations of the spa, overseeing various departments to ensure exceptional guest experiences and operational excellence.

EventsHealth CareWellness

Responsibilities

Support COO in conducting regular staff meetings to ensure all team members are informed about property operations and updates

Develop, implement, and monitor spa business objectives and goals to improve performance and success

Respond to emergencies and major issues involving guests or staff with professionalism and efficiency

Maintain strong relationships with suppliers and service providers to enhance operational effectiveness

Update and enforce guest service guidelines, ensuring adherence across all departments

Attend management meetings and share relevant information with the property team

Ensure compliance with licensing laws, health and safety regulations, and other legal requirements

Oversee daily operations of the spa, fitness, nutrition, and guest services, including front desk and housekeeping, to uphold high standards

Support COO with all departments' operations in COO’s absence

Delegate responsibilities effectively to ensure consistent and exceptional guest service

Proactively anticipate and address guest needs to ensure the highest level of satisfaction

Engage with guests personally and monitor feedback through surveys to enhance service delivery

Train staff to be empathetic problem solvers, fostering a culture of cooperation and fairness

Create an environment that prioritizes personalized customer service and maximizes guest enjoyment

Host special events and dinners to cultivate community and enhance guest relations

Manage guest correspondence to ensure consistent communication and follow-up

Address guest complaints with care, implementing solutions promptly and effectively

Utilize contact management, scheduling, and timekeeping software proficiently to streamline operations

Anticipate, identify, and ensure guest needs are being met in the best possible way

Monitor guest satisfaction with personal interaction with the guests, in addition to their comments offered on the guest surveys

Guide staff to become caring problem solvers, cooperative, accommodating, and fair

Create an operating environment to ensure the highest level of personalized customer service and maximize guest satisfaction

Host dinners and other special events as appropriate

Maintain a consistent guest correspondence program

Handle guest complaints and comments; address problems and troubleshooting

Proficient in the operation of the contact management database, scheduling programs, and timekeeping programs

Uphold 90% guest satisfaction rate for guest surveys

Audit classes and services

Model exemplary professionalism for staff to emulate and inspire

Foster a motivating workplace atmosphere characterized by warmth, sincerity, and fun

Establish clear performance expectations for all managers and their teams

Implement ongoing training programs to uphold service standards and enhance team skills

Develop and review job descriptions and set clear goals for staff performance

Create and uphold independent contractor agreements, ensuring accuracy and compliance

Participate in the hiring, training, and termination processes for department employees

Maintain essential records for the efficient operation of the department and ensure legal compliance with labor laws

Enforce policies and procedures consistently and fairly across all levels of staff

Address and resolve departmental and personnel issues effectively and professionally

Guide and mentor team members in their roles, providing constructive feedback and support. Document all relevant discussions and decisions thoroughly

Coordinate performance reviews for assigned personnel, providing clear evaluations and development opportunities

Ensure adherence to health and safety regulations, reporting any incidents as required

Uphold all responsibilities as outlined in the Cal-a-Vie Employee Manual

Qualification

Operations ManagementGuest Service ManagementTeam DevelopmentSalesMarketingBudgetingRevenueSpa OperationsHospitality ManagementStress ManagementMicrosoft WordMicrosoft ExcelTimekeeping SoftwareContact Management SoftwareInterpersonal SkillsCommunication SkillsOrganizational SkillsProblem SolvingTeamworkConfidentiality