Ensure the correct execution of the wellness services, treatments, and protocols established by SHA Mexico, with the aim of guaranteeing excellence in the guest experience, client satisfaction, and compliance with the area's quality standards, while contributing to the achievement of the department's operational and strategic results.
Responsabilities:
Coordinate, plan, and anticipate, together with supervisors and trainers, the optimal staffing levels required to meet the demand for treatments and services, ensuring operational efficiency, service quality, and sales optimization.
Oversee cost control and inventory levels, including ordering of stock, sourcing new items and overall cost saving initiatives.
Work with the trainers, therapists and supervisors to ensure protocols, procedures, and operational standards are maintained to the highest standards and in line with Forbes standards.
Ensure full compliance with Mexican health regulations and maintaining the highest standards of hygiene, sanitation, and equipment maintenance across all wellness facilities.
Ensure service protocols are applied consistently, delivering high‐quality and uniform guest experience.
Supervise and control stock levels, consumption, and proper use of products, supplies, and materials within the area.
Promote and facilitate effective integration and communication between supervisors, therapists, trainers, and the rest of the clinical team (agenda planners, doctors, nursing staff), fostering interdisciplinary collaboration.
Suggest initiatives in upgrading treatments, services, and guest experience in collaboration with the trainers and Director of Wellness Operations.
Maintain ongoing communication with the Boutique to ensure proper sales guidance and alignment of products and services.
Manage the needs, concerns, and requests of the wellness team, acting as a liaison between other departments and Management.
Participate daily in Wellness department meetings, as well as those convened by Management.
Ensure proper handling of complaints, incidents, or special situations, guaranteeing timely responses and follow‐up until resolution.
Actively participate in the selection, onboarding, and training processes for the therapist team, in collaboration with the Trainers.
Ensure compliance at all times with SHA Code principles, promoting and strengthening the company's philosophy within the team.




Monitor key performance indicators (KPIs) of the Wellness area, such as treatment occupancy, therapist productivity, guest satisfaction, revenue generation, proposing continuous action plans for improvements and follow up.
Ensure a seamless guest experience throughout the entire service cycle, from reservation to post‐treatment follow‐up, guaranteeing consistency in quality.
Participate in internal quality audits and quality reviews, identifying improvement areas and ensuring implementation & follow up with an action plan.
Support the creation of personalized experiences for VIP guests or special wellness programs.
Act as a SHA Wellness ambassador for the team, guests, and management, representing the brand's values, promoting its wellness philosophy, and ensuring a consistent standard of excellence in all interactions.
Experience in Hospitality, Tourism, Business Administration, Wellness Management or related fields.
Additional training in spa management, wellness, integrative medicine, holistic therapies, or preventive health is highly desirable.
Minimum of 5 to 7 years of experience in operational roles within wellness, spa, luxury hospitality, wellness centers, or integrative medicine clinics.
Experience managing wellness or spa operations at significant scale is essential.
SHA Mexico operates 40+ treatment rooms considerably larger than a standard hotel spa and candidates must demonstrate a proven track record in high‐volume, multi‐team environments without compromising on the luxury and personalization expected at this level.
International experience in luxury hotels, wellness retreats, or premium hospitality brands is highly desirable.
Fluency in Spanish and advanced English (spoken and written) are both essential.
Knowledge of a third language is highly desirable given the international profile of SHA Mexico's guests.
Proficiency in hotel and spa management systems (PMS/SPA software) for scheduling, reservations, treatment management,



and treatment room occupancy control.
Strong command of Microsoft Office tools (Excel, Word, PowerPoint) for operational reporting, KPI analysis, and executive presentations.
Experience with performance tracking platforms (dashboards, performance reports, or basic BI tools) is desirable.
Knowledge of guest experience software or CRM systems for tracking satisfaction and feedback is a plus.
Ability to manage, motivate, and develop multidisciplinary teams (therapists, supervisors, and trainers), fostering high performance and a strong service culture.
Owner Relations: The Assistant Operations Manager must demonstrate discretion, strong communication skills, and the ability to align day‐to‐day operations with the founders' vision and acting as a reliable point of contact.
Strong focus on customer experience, ensuring personalized, high‐quality service aligned with luxury hospitality standards.
Ability to organize, supervise, and optimize daily operations, ensuring efficiency in resources, scheduling, and service quality.
Effective collaboration with clinic, agenda planners, and trainers to ensure a comprehensive wellness experience.
Ability to interpret KPIs, identify areas for improvement, and make data‐driven operational decisions.
Commitment to excellence, process standardization, and continuous improvement of wellness services.
Proper handling of sensitive situations with empathy, discretion, and professionalism.
Alignment with SHA Mexico's philosophy of holistic wellness, preventive health, and healthy lifestyle.
What Do We Offer?
Be part of a leading brand in general expansion mode (SHA Emirates) in a multicultural environment with first‐class professionals, making a great positive impact on the planet.
We are Green Globe certified.
We take care of your health and wellbeing through weCare, a programme designed for our talent, which includes free medical consultations, fitness and meditation sessions, and many other activities.
We want you to grow and learn every day and we are committed to your career plan and continuous training with our SHA Academy.
Helping people to achieve and maintain optimal health, so that they can enjoy their full physical, mental, and spiritual potential.
We are driven to give our best and make a global impact.
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📌 Assistant Wellness Operations Manager (Cancún)
🏢 Sha
📍 Cancún