Job Description

About Cal-a-Vie Health Spa

Cal-a-Vie Health Spa is a world-renowned, award-winning all-inclusive luxury wellness resort located in the scenic hills of North County San Diego. Inspired by the charm and elegance of the French countryside, Cal-a-Vie offers an immersive, transformational retreat that blends personalized wellness, world-class fitness, holistic spa therapies, and Michelin-inspired cuisine.

Recognized by Condé Nast Traveler 5 years in a row, Travel + Leisure, Forbes, U.S.A Today & Newsweek, Cal-a-Vie has been named among the Top Destination Spas in the world for multiple years running. From our intimate 32-guest setting to our exceptional 5 to 1 guest-to-staff ratio, we create an unparalleled level of care and service rooted in luxury hospitality.

Our mission is to empower every guest to experience profound well-being however that may be for them, and to create a supportive and inspiring workplace where passionate professionals can thrive in their careers.

Job Summary

The VP of Wellness Operations will lead and enhance the operations of Cal-a-Vie Health Spa. The ideal candidate will oversee the strategic direction and development of our beauty, body, boutique, front desk, housekeeping, Fitness, and guest service departments, ensuring exceptional guest experiences and operational excellence. This role requires a proactive leader who can cultivate a positive working environment while effectively managing staffing, scheduling, operations, and guest satisfaction, including significant time spent with guests and staff.

ESSENTIAL FUNCTIONS

Operations Management:

• 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.

Guest Service Management:

• 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

Team Development

• 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.

POSITION QUALIFICATIONS

Education/Certification: Bachelor’s Degree in Hospitality Management preferred

Knowledge: Knowledge of sales and marketing, food and beverage, and spa operations; Strong guest relations knowledge; Budgeting and revenue knowledge; Basic knowledge of Word, Excel, PowerPoint .

Experience: Experience as a Director of Operations, Resort Manager, or Hotel Manager in a leading luxury resort or hotel, including at least five (5) years’ experience in a senior management role.

Skills/Abilities: Exceptional interpersonal, verbal and written communications skills; well versed in Excel and Word; Strong organizational skills and detail oriented; Ability to understand when confidentiality is necessary; Ability to get along with co-workers and work as a team; Ability to react quickly to resolve problems or conflict; Able to handle high stress in the work environment and turn it into positive energy in the department.

Availability: Able to work hours that include weekdays, weekends, nights, and/or holidays.

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