Director of Wellness Operations

About the role

The Director of Wellness Operations reports to the General Manager and the VP of Wellness, leading the wellness department at SHA in Cancún. The role oversees holistic, fitness, spa, beauty, salon and hydrotherapy services, ensuring the brand’s integrative health philosophy is embedded in every guest and employee interaction.

Key responsibilities

• Lead and manage the full spectrum of wellness services, including holistic, fitness, spa, beauty, salon and hydrotherapy.
• Coordinate daily operations of the wellness team, ensuring alignment with the Medical Director and seamless collaboration with the clinic.
• Maintain constant communication with guests, including VIP follow‑up, to deliver personalized wellness experiences.
• Supervise the use of operational software, manage data integrity and drive high guest‑satisfaction scores for the wellness area.
• Ensure compliance with health, safety and luxury hospitality standards throughout the guest journey.
• Monitor market trends and competitor activity, adapting strategies with the VP of Wellness to meet evolving segment needs.
• Support training initiatives in partnership with Human Resources and keep all protocols up to date.

Required profile

• Strong personal commitment to holistic health and the SHA integrative wellness philosophy.
• Belief in sustainability, conscious living and the transformative power of wellness.
• Proven leadership experience overseeing multidisciplinary wellness teams in a luxury hospitality setting.
• Ability to collaborate closely with medical professionals and align wellness and clinic operations.
• Excellent guest‑service orientation with a focus on delivering exceptional experiences.

Required skills