Wellness Director

hace 14 horas


San José, San José, Costa Rica Hacienda Altagracia A tiempo completo

At Hacienda Altagracia, we are committed to providing exceptional wellness experiences for our guests.

The role of Wellness Director is a key position within our organization, responsible for leading the commercial and financial performance of THE WELL.

Key Responsibilities:

  • Drive and lead the commercial and financial performance of THE WELL, ensuring complete viability and maximizing all opportunities and resources.
  • Ensure that the highest service standards are adhered to, and that guest experience exceeds expectations.
  • Work closely with the Hotel Manager and THE WELL in establishing and maintaining key business objectives, effective marketing/PR, operational brand standards, guest relations, and team members management.
  • Develop an annual budget and business plan for THE WELL, in conjunction with the Hotel General Manager and THE WELL HQ.
  • Provide daily and monthly financial and statistical reports for the Hotel General Manager and THE WELL, incorporating justifications of performance, proposals, and recommendations to optimize financial performance.
  • Drive and monitor THE WELL's performance through KPIs, linking results with sales and marketing activities.
  • Review the monthly P&L, scrutinizing departmental costs to optimize profit margins without compromising quality.
  • Establish and ensure a cost-effective wage structure based on productivity and efficiency.
  • Communicate and discuss KPIs with THE WELL department heads, ensuring this is filtered down to an operational level.
  • Monitor Hotel KPIs closely, reflecting on how this may affect THE WELL business and forecast accordingly.
  • Liaise with THE WELL HQ and the hotel Sales and Marketing Director to prepare and develop THE WELL's annual marketing plan.
  • Coordinate all promotional activities, PR, and events in line with this.
  • Effectively integrate THE WELL within the Hotel marketing strategy and ensure ongoing representation of THE WELL, both internally and externally.
  • Lead the planning and implementation of marketing activities within THE WELL, with support from the Hotel.
  • Plan and act as a host for all VIP and press events and visits.
  • Ensure collateral, point of sale, and promotional materials reflect the quality and integrity of THE WELL and the Hotel.
  • Follow THE WELL's retail par level guidelines to ensure.
  • Conduct regular competitive analysis with the support of THE WELL department heads.
  • In conjunction with THE WELL, set monthly and quarterly Business Objectives.
  • Lead by example by providing a warm welcome to guests while striving to provide outstanding service.
  • Create and maintain relations with guests through having an active presence in THE WELL reception and other key guest areas.
  • Maintain consistent guest satisfaction through collating guest feedback received from hotel surveys and communicate this with team, implementing changes or training where necessary.
  • Deal with any guests' complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardized.
  • Record any grievances and follow up accordingly, liaising with the General Manager where necessary.
  • Hold regular meetings and create strong relationships with key Hotel departments such as Front Office, Housekeeping, and Maintenance.
  • Provide leadership, direction, and support to the team members of THE WELL to develop a highly motivated team, who can deliver excellent standards of service in all areas.
  • Develop an annual training plan with THE WELL department heads and ensure that all employees are trained and developed to meet the needs of the business.
  • Ensure that all Hotel HR policies and procedures are followed correctly and in line with employment legislation.
  • Motivate, encourage, and drive the team, maintaining the correct level of professional and qualified team members, overseeing all facilities and activities within THE WELL.
  • Conduct performance appraisals for all THE WELL department heads instigating progressive development and succession planning.
  • Review all staff performance on a regular basis with department heads.
  • Monitor all personnel procedures including schedules, sickness, holidays, and payroll.
  • Act as Manager on Duty when assigned this role as part of the schedule.
  • When on duty: Ensure the facility is adequately manned at all times.
  • Oversee the smooth running of all business centers in THE WELL.
  • Inform the relevant department head of any complaints or issues regarding the facility, taking action or recommending amendments if necessary.


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