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:

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

See also