Director of Wellness


Costa Rica
  • Job Type: Full-Time
  • Function: Engineering Prod Mgmt/Dev
  • Post Date: 05/06/2021
  • Website:
  • Company Address: 215 Park Avenue South 12th Floor , New York, NY, 10003


THE WELL is a modern membership-based wellness club designed for busy urban professionals in the heart of New York City. We recognize both the benefits of Western medicine and the wisdom of Eastern healing and have built a science-backed ecosystem for wellness. Our integrative medicine doctors, health coaches and skilled practitioners work together under one roof to build customized plans uniquely suited to each member and their goals. Opening spring 2019, the 13,000-square-foot club includes a full-service spa with steam and sauna, an organic restaurant and vitamin bar, reflexology lounge, yoga and meditation studios, private training gym and classroom with innovative weekly programming. At THE WELL, your health is integrated, proactive and personalized leading to a more balanced you.

Job Description

THE WELL is your complete ecosystem for wellness. We bring together Western doctors and Eastern healers to collaborate and create best-in-class healing spaces, innovative products and educational programs that empower you to take greater agency for your health. At THE WELL, your health is integrated, proactive and personalized.


THE WELL is pioneering a new way to care for your health. We create spaces, products and programs that integrate modern medicine and ancient modalities to deliver personalized, holistic healthcare that works.


THE WELL: welcome to wellness

The Role: 

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 expectation.  Work closely with the Hotel General Manager and THE WELL in establishing and maintaining key business objectives, effective marketing/PR, operational brand standards, guest relations and team member management.



•       Develop an annual budget and business plan for THE WELL, in conjunction with the Hotel General Manager and THE WELL HQ.  To be responsible for the achievement and regular review of the business plan and budget.

•       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 KPI’s with THE WELL department heads, ensuring this is filtered down to an operational level.

•       Monitor Hotel KPI’s 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.

Guest & Hotel Relations

•       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.


Manager on Duty:

•       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.

•       Responsible for Opening/Closing Procedures.

•       Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.

•       Attend hotel morning meetings, taking up to date revenue figures from THE WELL, communicating the day’s business, guests and any relevant activities to other department heads.

•       Carry out daily briefings with the entire THE WELL team, communicating guest/hotel information and revenue targets.



•       Monitor service, operational standards and guest satisfaction taking necessary action to ensure THE WELL and Hotel Brand standards are maintained and quality is controlled.

•       Aim to achieve consistently high scores in THE WELL audits, resolving any highlighted issues through training or reviewing operational procedures.

•       Oversee and ensure all legislation and requirements are being upheld as per THE WELL operating license(s).

•       Conduct a weekly call with THE WELL as per the Operational Agreement, providing relevant information as required.  Ensure communication is proactive and timely.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.