Director of Spa and Wellness

Key Responsibilities - Uphold and deliver the Fairmont Spa brand promise, ensuring exceptional standards of service, cleanliness, maintenance, and ambiance. - Oversee all daily operations, ensuring seamless coordination across Spa, Fitness, and Wellness areas. - Lead the team to provide warm, personalized, and intuitive service aligned with Fairmont’s luxury values. - Ensure full compliance with Fairmont Spa SOPs, health and safety regulations, and Accor policies. - Address guest feedback promptly and effectively, ensuring service recovery and complete satisfaction. - Maintain all facilities, furnishings, and equipment to the highest standards of presentation and functionality. - Ensure effective scheduling, payroll control, and workforce planning. - Act as a visible leader within the spa, modelling professionalism, service excellence, and brand pride. Strategic Leadership - Develop and implement the annual Spa & Wellness Business Plan aligned with hotel objectives and brand strategy. - Establish, monitor, and review monthly goals and action plans to achieve revenue, guest satisfaction, and operational targets. - Identify opportunities for innovation in services, products, and wellness programming. - Collaborate cross-functionally to integrate wellness experiences throughout the guest journey. - Stay informed on global and regional wellness trends to ensure Fairmont Spa remains a market leader. Operational Excellence - Act as an ambassador of Fairmont Spa, building strong relationships with guests, members, and VIP clientele. - Personally engage with guests to curate memorable and personalized wellness journeys. - Partner with Marketing & Communications to promote spa offerings through campaigns, events, and collaborations. - Host VIP visits, media engagements, and wellness events that reflect Fairmont’s prestige. - Regularly review and refresh the treatment menu, incorporating local influences and global best practices. Financial Management - Manage the Spa & Wellness P&L with a strong focus on profitability, cost control, and sustainable revenue growth. - Prepare budgets, forecasts, and performance reports in collaboration with Finance and the General Manager. - Drive treatment and retail revenue through pricing strategies, yield management, and targeted sales initiatives. - Monitor key financial and operational metrics, taking proactive corrective action as required. - Ensure purchasing efficiency and accurate inventory management in line with company guidelines. Talent and Succession Planning - Identify, develop, and retain internal talent to support long-term organisational success. - Participate in succession planning by identifying high-potential colleagues and supporting development pathways. - Recruit, onboard, and develop a passionate and skilled team aligned with Fairmont’s culture and values. - Ensure continuous learning through structured training, coaching, mentorship, and professional certification. - Conduct regular performance reviews and development discussions. - Foster a respectful, inclusive, and well-being-focused team culture. - Recognise and celebrate achievements to drive engagement and motivation. Education: - Degree or diploma in Spa Management, Business Administration, or Hospitality Management. - Professional spa or wellness qualification (beauty, massage, or holistic therapy) preferred. - Additional certifications in natural medicine, wellness, or cosmetology are an advantage. Experience: - Minimum five (5) years of leadership experience in a luxury spa or wellness operation. - Proven success in managing teams, financial performance, and guest satisfaction. - Experience within a hotel or integrated resort environment preferred. Core Competencies: - Leadership and people development. - Operational and financial management. - Strategic planning and innovation. - Marketing and retail sales expertise. - Exceptional communication and guest relations. - Strong awareness of wellness and hospitality trends.