Job Title: Director of Wellness

Supervisor: General Manager

FLSA Status: Exempt, Full Time

Summary

The Director of Wellness (DOW) is a self-motivated and hospitality-oriented individual. In this position the DOW will oversee the Shepherd’s Run Body Mind guest experience and financial performance through the operation and oversight of all wellness team members and the facilities on the property. The ideal candidate is hospitality oriented, proactive, driven, focused, and able to collaborate as part of a team.

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.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Revenue Maximization

o Monitor the revenue activity of the wellness operation.

o Manage, grow, and obtain local and destination guest sales.

o Manage a-la-carte use as well as member guests.

o Develop, monitor, and adjust sales and pricing strategies for a-la-carte services, packages, and member services.

o Develop events and specials to drive sales volume in need periods.

o Develop sales and marketing tactics to reach new customer bases.

o Monitor and improve guest satisfaction to grow customer loyalty.

o Identify target markets to increase sales.

o Provide critical analysis of strategies, sales statistics and demand factors

o Work with guests and members to book private classes, spa retreats and packages, as well as other wellness related activities.

o Participates in the development of short-term and long-term financial and operational plans for Body Mind which support the overall objectives of the Company.

· Inspect wellness areas, and grounds for cleanliness and appearance.

· Clean, tidy, and turnover locker room, spa lounge living room spaces throughout the day.

· Assist the housekeeping/property team as needed in additional deep cleaning and turning over of spaces.

· Greet and welcome guests.

· Answer inquiries pertaining to wellness policies and services and resolve guest complaints.

· Train team members on the property management system, point of sale system, reservation system, and guest communication system.

· Oversees overall day-to-day wellness operations as delegated by the General Manager.

· Assists General Manager with the execution of marketing, sales, and operational activities as they pertain to wellness, producing results that meet or exceed the Body Mind business plan.

· Maintains spa treatment, class, and wellness space reservations systems and reaches out to guests as needed to ensure accuracy and proper blocking of spaces, therapists, and instructors without overbooking.

· Assists General Manager with the monitoring of the performance of Wellness area through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.

· Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.

· Creates an operating environment that assures consistent guest satisfaction.

· Ensures proper handling of guest complaints.

· Ensures implementation of appropriate technology solutions to increase customer service and wellness revenues.

· Ensures host team is trained and knowledgeable regarding Shepherd’s Run wellness products and offerings.

· Serves as a “hands on manager” working host shifts (including opening and closing) at Body Mind as business demands require. During these shifts DOW is expected to perform job functions expected of a wellness host with proficiency.

· Ensures the efficient and effective operation of the Body Mind while working with Property, Winery, and Hotel departments.

· Collaborates with other managers and departments to develop business revenue and operational strategies focused on increasing sales, guest satisfaction, and expense control, including but not limited to special events with the Culinary Director, Innkeeper, and Tasting Room Manager. Private functions that include both culinary as well as wellness sales, retreats, and corporate events that include packages for lodging as well as winery tasting services.

· Maintain inventory levels of all retail and operating supplies.

· Perform and submit inventory of retail operating supplies on the 1st of each month.

· Ensure proper documentation, payment collection and product delivery for all special event sales including weddings and group events.

· Supervises and motivates designated employees; carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

· Maintains insurance, licenses and proper training documentation files for all wellness team members including therapists and instructors.

· Develops and maintains a system to administer and file liability waivers for guests.

· Understands the government regulations affecting spas and fitness studios, ensuring wellness operation is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state, or municipal authority.

· Ensures good safety practices for employees and guests, assisting in the maintenance of proper emergency and security procedures.

· Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the wellness area and public spaces.

· Schedule/Organize Techno Gym monthly visits and maintain a logbook/record of these visits and any maintenance issues.

· As required of all associates, assist any customer or potential customer in a prompt, courteous, friendly, and helpful manner always.

· Reviews, maintains, and responds to customer reviews and feedback as it relates to guests of Body Mind.

· Oversee and implement a marketing strategy related to the Body Mind that speaks to the overall Shepherd’s Run brand. At a minimum the strategy will incorporate all free services such as social media, and as needed with a value-conscious mindset will incorporate paid marketing channels such as PPC, print, and others.

· Greet all guests promptly and graciously and provide knowledgeable, consistent, and courteous responses to questions, complaints and/or problems.

· Promote and sell Shepherd’s Run services and merchandise by assisting and educating guests in selecting services and making purchasing decisions.

· Fulfill customer orders and use both a PMS and POS system to complete sales transactions.

· Ensure notes are utilized with all wellness reservations and communicated effectively via pass-ons and shift meetings to the hosts and property teams.

· Follow proper procedures related to collection of payment.

· Protects establishment and patrons by adhering to sanitation and safety policies.

· Follows all OSHA Safety and all Health and state regulations and requirements for the industry and maintains a safe and secure work environment.

· Perform other duties as directed.

Events Support:

· Assists in the preparation of special events and may actively participate in events for the Inn, Winery, and Vineyard as directed by the General Manager and the Managing Director.

Inn Support:

· Assists in the Inn as needed and directed by the General Manager and the Managing Director.

· Assists in checking in South Wing guests if necessary and fulfills special requests from guests during their stay.

Winery Support:

· Assists in the Tasting Room as needed and directed by the General Manager and the Managing Director.

Culinary Support:

· Assists in the Culinary Department as needed and directed by the General Manager and the Managing Director.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

· Problem Solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations; uses reason even when dealing with emotional or difficult topics. Generates creative solutions; demonstrates attention to detail.

· Logic- Ability to apply common sense understanding to a variety of tasks and duties. Ability to adapt to minor changes in routine, solve basic problems, and work with moderate supervision.

· Teamwork - Establishes and maintains effective relations; exhibits tact and consideration; helps and supports co-workers; is cross-trained and exhibits the ability to work in other departments; works cooperatively in group situations. Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives.

· Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication.

· Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; monitors own work to ensure quality.

· Judgement - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions; respects and implements the decision of supervisor and moves forward productively once a decision has been made.

· Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.

· Ethics - Treats people with respect; keeps commitments; earns the trust of others; works with integrity and professional principles; upholds organizational values.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to stand; sit; walk on average of 15,000 steps; use hands to handle, or feel; reach with hands and arms, talk, and hear. Must be able to lift 50lbs overhead. Heavy physical activity performing regular strenuous activities, including standing, walking, climbing, reaching, carrying, pushing, pulling, squatting, and other motions. Stability and balance adequate for elevated and/or narrow work areas. Manual dexterity sufficient to reach, grasp, hold, handle items, and work with the fingers, wrists, elbows, and shoulders. Clear vision (close and distant), peripheral vision, depth perception, and ability to adjust focus. Hearing adequate for working safely around machinery, vehicles, and other equipment.

All physical work or work with equipment must be completed safely for both the individual, others on the team and the property of Shepherd’s Run. A strict adherence to this safety standard is required without exception. If something cannot be done safely it is the duty of an employee to ask for help before initiating the task.

Education and/or Experience

· Absent extraordinary prior on-the-job experience, the Director of Wellness position requires a High School diploma or general education degree (GED) and preferably either a two-year business degree or a four-year business or liberal arts degree (or equivalent combination of education and experience).

· Requires an occupationally significant combination of vocational education, apprentice training, on-the-job training, and essential experience in less responsible hotel skill level and management positions. Must have an associate degree or equivalent from a two-year college or technical school; two years related experience and/or training; or equivalent combination of education and experience.

• Meticulous attention to detail
• Experience with MS Office Suite. Strong Word, Power Point and Excel Skills.
• Experience with Point of Sales Systems
• Experience with Property Management System
• Basic knowledge of wine and wine service
• Able to follow instructions.

· Must be able to stay focused, alert, upbeat, outgoing, and positive in a fast-paced environment.

· Must be able to clearly communicate with guests and other team members.

· Must be able to work effectively within a team.

· Able to work with a small team in a supportive, productive, and positive atmosphere.

· Ability to work in a fast-paced environment.

· Able to prioritize and work with multiple teams and projects.

· Able to support other departments and cross train as needed depending on business demands.

· Ability to lift and/or carry at least 50-lbs.

· Physical stamina for being on your feet throughout shifts; Must be able to walk and stand during entire shift; Must be able to reach, bend, stoop, mop floors and wipe surfaces.

Shepherd’s Run is an EEO Employer.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift

Work Location: In person