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.
What is in it for you?
- Exclusive Discounts:
- Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
- Colleague restaurant
- Being part of The Mere Team – our culture is unique!
- You will benefit from training and development opportunities
- Competitive salary and benefits including pension
- 28 days of holiday including public holidays
- 1-5 days service award based on length of service
- And last but not least you will get to work with a team of EXTRAORDINARY people