Operations Manager

About the role

The Operations Manager oversees 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.

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.
• Touchpoint Execution – Oversee pre-arrival, arrival, and mid-stay guest communication and touchpoints, including alerts, welcome amenities, special requests, and surprise-and-delight moments.
• Booking Accuracy Management – Maintain oversight of booking accuracy two weeks in advance.
• Billing Oversight – Ensure guest service charge accuracy, manage billing disputes, and manage charge reconciliations.
• Balancing the Books – Review final balance of spa and wellness appointments by 7:15 a.m. daily.
• Daily Operations Communication – 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.
• Property Reporting – 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.

Qualifications

• 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.

Skills

• Leadership
• Customer Service
• Teamwork
• Safety

Benefits

Not specified

Pay

$72,000-$85,000 (commensurate with experience)

Schedule

Flexible schedule, weekends, evenings and holidays required