Director of Spa and Wellness

Job Description

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.

Qualifications

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.

Additional Information

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