Job Description

Roles & Responsibilities

The Spa Manager is responsible for the day-to-day management of the spa, supervising the teams, ensuring an excellent guest experience, and achieving financial targets. They embody Fairmont's service standards and strive to create a serene, luxurious, and wellness-focused environment for guests.

Main Responsibilities

1. Operations Management

• Supervise all Spa operations (treatments, reception, changing rooms, wellness areas).
• To ensure the proper functioning of the facilities and to guarantee a clean, safe and harmonious environment.
• Ensure compliance with protocols, quality standards and hygiene norms.

2. Leadership & Management

• Recruit, supervise, motivate and train the teams (therapists, spa receptionists, scrubbers, coaches).
• To define schedules, performance objectives and to evaluate skills.
• To foster a positive, collaborative and respectful work environment.

3. Customer Experience

• To guarantee impeccable, personalized service quality in accordance with Fairmont standards.
• Manage complaints diplomatically and offer customer satisfaction-oriented solutions.
• Implement exceptional customer journeys in synergy with other departments (hotels, accommodation, catering).

4. Strategy & Performance

• Define and monitor the profitability, revenue and cost objectives of the Spa.
• Analyze the key indicators (cabin occupancy rate, revenue per treatment, customer satisfaction).
• To develop attractive commercial offers and strategic partnerships.

5. Development of the Supply

• Ensure the Spa menu is updated in line with wellness trends.
• Launching new treatments, products or rituals in collaboration with partner brands.
• Working in conjunction with marketing to promote the Spa to internal and external clients

Desired Candidate Profile

Education & Experience

• Diploma in hotel management, aesthetics, wellness or similar fields.
• Significant experience (minimum 5 years) in managing a luxury spa.
• Experience in a high-end hotel environment is highly valued.

Technical Skills

• Mastery of high-end service standards (Forbes, LQA).
• Good skills in financial management, KPI analysis and sales.
• Good knowledge of spa booking software (SpaSoft, Book4Time).

Skills & Qualities

• Natural leadership, a sense of listening and setting a good example.
• Strong customer focus and attention to detail.
• Creativity, innovation and a passion for well-being.
• Excellent presentation, interpersonal skills and diplomacy.