Director of Wellness Operations

Objective

Reporting to the GM on property and VP of Wellness (AB Living Corporate), the Director of Wellness Operations will oversee and manage the day-to-day wellness operations and carry out all related management tasks, coordinating the wellness team according to business demands and fulfilling annual targets and KPIs, whilst supporting and collaborating with the VP of Wellness in executing corporate-led initiatives at property level.

Purpose

SHA Wellness is built on a philosophy of integrative health, combining evidence-based medicine, holistic wellbeing, and cutting-edge science to help guests achieve lasting lifestyle change. The Director of Wellness Operations must be a genuine ambassador for this philosophy, demonstrating a personal commitment to holistic health and the ability to translate SHA’s vision into every aspect of the guest and team experience. A belief in sustainability, conscious living, and the transformative power of wellness is essential.

To oversee and lead all aspects of the wellness department, ensuring the implementation of SHA programs and initiatives that promote the physical, mental, and emotional health of guests and employees. The Director is responsible for creating a positive and supportive environment conducive to wellness, fostering a culture of health, and driving initiatives that enhance the overall wellbeing and satisfaction of guests and employees.

Operations

• Responsible for the Wellness department which includes Holistic, Fitness, Spa, Beauty, Salon, and Hydrotherapy.
• Management and coordination of the SHA Wellness team and oversight of day-to-day operations.
• Constant communication and alignment with the Medical Director of the Clinic Area. Wellness & Clinic should work together as one team and not in silos.
• Team management from all involved wellness disciplines including daily communication of relevant guest information, follow-up of clinic cases, and the performance of all team members.
• Guest-facing and daily interaction with guests and follow-up of VIP guests during their stay.
• Supervision and daily yield management of the compulsory software and proper use of data.
• Responsible for driving high guest satisfaction scores related to the overall Wellness area.
• Manage day-to-day operations, ensuring adherence to standards, policies, and procedures for guest satisfaction.
• Maintain compliance with health and safety procedures, whilst ensuring hospitality standards are met and the guest service journey pre, during, and post stay is reflective of a luxury environment.
• Stay informed about competitors and market trends and collaborate with the VP of Wellness to adapt strategies to meet evolving segment needs.

People & Development

• Support and coordinate the training process of the team, along with the Human Resources department.
• Responsible for ensuring all protocols remain updated, Forbes standards are met, and guest satisfaction scores are achieved whilst maintaining excellent staff engagement rates.
• Delegate responsibilities, nurture employee development, and build an efficient, high-performing team who work together and not in silos.
• Provide leadership and direction to the wellness team, including hiring, training, mentoring, and evaluating staff to ensure high performance and engagement.
• Build and maintain a talent network including specialists, therapists, movement experts, and wellness coaches, ensuring manning requirements are always fulfilled.
• Promote best practice exchange across properties (internal benchmarking) and work with the sister property to ensure consistency across the wellness experience.

Strategy & Commercial

• Budget preparation, monthly forecast and P&L review, and daily review of all KPIs.
• Responsible for managing and optimising operational costs and daily yield management to ensure revenue optimisation and maximum employee productivity across the business.
• Responsible for achieving all KPIs including productivity ratios (75% and above) and targets for all professionals in the wellness area.
• Share regular initiatives with the VP of Wellness to improve daily operations and the services provided to guests, including innovation ideas and upselling action plans.
• Collaborate with Sales & Marketing to position the brand as a leader in wellness through storytelling and activation of new services.
• Maximise profit through revenue generation and cost control, managing capture ratios and average spend per guest. Analyse performance data (bookings, spa occupancy, retail sales, margins, costs) and provide action plans where needed.
• Work alongside and support the VP of Wellness to execute new corporate initiatives on the ground, including the implementation of new technology, roll-out of new treatments, introduction of new brand partnerships, facility upgrades, CAPEX investment, Healthy Living Academy evolution, and guest service journey implementation.
• Execute strategies to drive revenue across all wellness business units in collaboration with the VP of Wellness.
• Provide on-the-ground input and operational context to support CAPEX decisions led by the VP of Wellness.

Quality & Guest Experience

• Proactively create exceptional guest experiences with follow-ups on guest satisfaction scores and action plans related to quality and feedback.
• Daily coordination with the Clinic team, acting as a role model and the face of wellness in guest interactions.
• Conduct inspections and audits to identify gaps, initiate action plans, and ensure elevated service delivery.
• Drive service excellence to achieve and exceed Forbes standards. Oversee Forbes training and the implementation of Forbes standards across the department.
• Analyse guest feedback to drive continuous improvement, adaptation, and insight-led decision-making.
• Ensure all SOPs and protocols are updated and training is consistent across the wellness department. Coordinate with the sister property to ensure any changes are consistent at both properties.
• Ensure preventive maintenance and full functionality of wellness infrastructure including equipment, facilities, and technology.

Stakeholder Engagement

• Collaborate closely with the SHA Medical and Clinic team to ensure a fully integrated guest journey across wellness and medical services, operating as one unified team.
• Work alongside the Healthy Living Academy to support educational programming, workshops, and retreats that bring SHA’s wellness philosophy to life for guests.
• Build and maintain relationships with SHA’s brand partners, treatment suppliers, and external wellness practitioners, facilitating introductions and negotiations in collaboration with Finance and Purchasing.
• Partner with the General Manager, HR, and Facilities teams to embed a culture of wellbeing across the property for both guests and colleagues.
• Prepare regular performance reports GM & VP of Wellness, translating operational data into clear insights and action plans.

Requeriments

• Degree in Management, Hospitality, Health Science, Sports Science, Public Health, or a related field.
• Certification in Spa/Wellness operations or business management.
• Qualifications in any alternative wellness practice is an advantage.
• Minimum 5 years (ideally 7–10 years) in a similar position within an international luxury chain.
• Experience in medical spa or integrated wellness facilities.
• Proven track record of successfully operating a top spa or wellness resort.
• Experience with integrated wellness approaches and wellness brands.
• Previous experience with a pre-opening is desirable.
• Large-scale operations experience is essential. SHA operates 40+ treatment rooms considerably larger than a standard hotel spa and candidates must demonstrate a proven track record in high-volume, multi-team environments without compromising on the luxury and personalisation expected at this level.
• Fluency in Spanish and advanced English (spoken and written) are both essential.
• Knowledge of a third language is highly desirable given the international profile of SHA Mexico’s guests.

Competencies

• Hands-on operational leader with the ability to multitask day-to-day operations and project work simultaneously.
• Effective leadership skills and a strong work ethic.
• Efficient, well-organised, and able to handle a variety of duties simultaneously.
• Energetic, enthusiastic, and motivational.
• Professional manner, discretion, and appearance.
• Ability to show initiative and make decisions within the scope of the role.
• Commercially focused with strong analytical and problem-solving abilities.
• Excellent communication and presentation skills.
• Attention to detail and strong project management skills.
• Financial acumen including P&L, budgeting, and performance review.
• Proficient in Wellness and Spa POS and operational systems (e.g. OPERA, ZENOTI, BOOK4TIME) as well as Microsoft Office Suite.

What Do We Offer?

• Be part of a leading brand in global expansion mode (SHA Emirates) in a multicultural environment with first-class professionals, making a great positive impact on the planet. We are Green Globe certified.

• We take care of your health and wellbeing through weCare, a programme designed for our talent, which includes free medical consultations, fitness and meditation sessions, and many other activities.

• We want you to grow and learn every day and we are committed to your career plan and continuous training with our SHA Academy.

• Helping people to achieve and maintain optimal health, so that they can enjoy their full physical, mental, and spiritual potential. We are driven to give our best and make a global impact.