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Director of Operations

Rancho Mirage, CA

Pay Range: $136k to $151k 

Position Description

The Director of Operations is responsible for managing the overall Guest and Member experience as well as heart of house operations - supporting the General Manager and Director of Sales & Events in driving sales and revenue, and maximizing labor and operating expenses. The Director of Operations possesses strong financial acumen, knows how to develop standards, and drives consistency and quality. The Director of Operations will report to the General Manager and requires experience in various aspects of hospitality operations. This role will directly supervise the Director of Rooms (Experience, Housekeeping, Retail), Director of Security, as well as Golf and Tennis Leadership. The Director of Operations is responsible for ensuring the highest quality guest experience and a work environment that is in alignment with our Sensei mission, philosophy and standards.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Serve as a primary ambassador for the resort brand, consistently upholding its reputation and values, while leading by example to inspire the team.
  • Foster and nurture a collaborative, supportive, and inclusive work culture, ensuring team members feel valued, motivated, and empowered to perform at their best.
  • Oversee all aspects of team member management in collaboration with the Director of People Operations, including recruitment, training, coaching, and professional development.
  • Cultivate leadership talent within the organization, ensuring a pipeline of skilled and trained leaders to support the operations and ensure proper succession planning.
  • Ensure the highest standards of guest service, maintaining a consistent, luxurious experience for all guests that aligns with the resort's brand.
  • Responsible for property financial performance, including but not limited to:
  • Annual budgeting and operating plans
  • Establishing rooms and operational department revenue goals; meeting or exceeding revenue targets for rooms and operational departments
  • Managing expenses across departments to align with budgetary goals
  • Implementing effective loss prevention strategies
  • Coordinating across departments to streamline operations and maximize revenue
  • Identify and pursue opportunities for growth and optimization in the Rooms, Membership, Retail, Tennis, and Golf departments, developing strategies to enhance service and operational efficiency.
  • Design, implement, and uphold standardized protocols for the operations team, ensuring consistency and alignment with the brand’s luxury standards.
  • Ensure all operational activities are conducted in full compliance with legal, safety, and regulatory standards, maintaining the highest level of integrity and ethical practices.
  • Serve as a liaison across departments, ensuring effective communication and fostering strong working relationships with staff, vendors, contractors, the local community, key stakeholders, and ownership.
  • Regularly assess the performance of key operational areas—Golf, Tennis, Security, Rooms, and Membership—to drive continuous improvement and operational success.
  • Actively manage operations during peak business periods, providing on-the-ground leadership and ensuring seamless service delivery while representing the property.
  • Stay updated on industry trends, both locally and nationally, and adapt operational strategies to maintain the relevance and competitiveness of the resort’s offerings.
  • Partner closely with the Director of People Operations to ensure the alignment of company standards, support for the resort’s culture, and the enhancement of employee engagement and satisfaction.
  • Assist the General Manager in optimizing the property’s financial performance by prioritizing guest satisfaction, team development, and the implementation of an effective sales and marketing strategy.
  • In the absence of the General Manager, assume full responsibility for overseeing all aspects of the resort's operations.
  • Maintain open, transparent communication with the General Manager, Director of People Operations, and Executive Committee to ensure alignment and smooth operations.
  • Work in tandem with the Director of Food & Beverage and Director of Wellness to support each other’s operational responsibilities, covering time off and ensuring day-to-day operations run efficiently in all areas of the resort operations.
  • Conduct regular team meetings, addressing concerns promptly and fostering a proactive approach to problem-solving and continuous Kaizen (improvement).
  • Adhere to the highest standards of confidentiality, safeguarding guest data in compliance with HIPAA and resort or company confidentiality guidelines.
  • Displays a high level of maturity, discretion, tact, judgment, and the ability to deal with confidential matters, while demonstrating honesty, integrity and leading by example.
  • Resolves staff issues with coaching, counseling, or disciplinary actions when necessary.
  • Leadership - Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers
  • Customer Service - Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner
  • Teamwork - Develop and promote teamwork and cooperation among co-workers
  • Safety - Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
  • Due to the intimate nature of the resort with limited number of guests on property, must assist teams laterally across all departments to lead a seamless guest flow throughout the different resort spaces
  • Other duties as assigned

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

· Bachelor's Degree or higher in Hospitality, Event Planning, Operations with an interest in health and wellness or comparable experience preferred but not required.

· Possess excellent computer skills, literate in software packages such as Word/Excel/PowerPoint, Book4Time or booking systems, Opera or other PMS systems, CRM systems, Purchasing systems, Asana and Outlook.

Required Technical / Other Skills and Abilities

· Ability to verbally communicate effectively with guests and co-workers.

· Willingness to learn everything encompassing the resort operation in the following departments: rooms, housekeeping, engineering, security, Food & Beverage, tennis

 

Traits We Value

  • Loves a good challenge
  • Resourceful and adaptable
  • A strong sense of curiosity
  • Embraces feedback and constantly seeks to improve
  • Collaborative and knows how to get things done as part of a team

Compensation & Benefits

  • Competitive compensation and benefits package
  • 401k and FSA plans

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex (including gender identity or expression; pregnancy, childbirth, or related medical conditions), sexual orientation, age, religion, color, ancestry, disability (including association or relationship with an individual with a disability), marital status, National Guard obligation, genetic test results, arrest and court records, reproductive health decision, domestic or sexual violence victim status, breastfeeding requirements, assignment of income for child support obligations, or credit history or report.

 

About Sensei

Founded by Dr. David Agus and Larry Ellison, our ecosystem of products and experiences is designed with one intention: to empower you to grow well and lead the world toward greater wellbeing.

Based on Dr. Agus’ philosophy, Sensei believes we can guide our guests to greater wellbeing by offering experiential movement, rest and nourishment classes and programs. The launch of the Retreats wellness brand took place on Lana’i, Hawaii in partnership with Four Season’s lodging and food offerings by Nobu.  In this location, Sensei in Palm Springs, is operating the lodging operation, as well as world-class golf, tennis, spa, fitness, movement, nutrition, meditative, enrichment and body assessment facilities. In addition, Sensei will run the F&B operation, as part of a licensing agreement with Nobu. Sensei programs and continuing learning sessions are high-touch, evidence-led and supported by the latest technology.  You can read our story here.

 

 

 

 

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