Job Description
* Oversee daily spa operations with a focus on Fairmont’s luxury service standards, ensuring every treatment reflects the brand’s global reputation for excellence.
* Supervise and mentor the therapist team, fostering a culture of professional growth, mutual respect, and "Heartist" empowerment.
* Lead continuous training programs on advanced treatment techniques, anatomy, and product knowledge to ensure consistent, five-star performance.
* Facilitate seamless communication within the spa team and with other hotel departments (Front Office, Housekeeping) to ensure a holistic guest journey.
* Spearhead the launch of new wellness programs and seasonal treatment protocols, ensuring smooth integration into daily operations.
* Manage therapist payroll, scheduling, and expense controls to achieve departmental financial goals without compromising the luxury experience.
* Prepare detailed reports on productivity, treatment room utilization, and product consumption to optimize operational efficiency.
* Partner with the Spa Director to set ambitious retail and treatment targets. Train the team on sophisticated upselling and "consultative selling" to drive revenue growth.
* Oversee rigorous inventory management of professional products and retail stocks, ensuring zero stock-outs and minimal wastage.
* Ensure every guest receives an exceptional experience through intuitive service and the maintenance of pristine, high-spec facility standards.
* Personally oversee VIP arrivals and handle guest feedback with professional poise, using every interaction as an opportunity to enhance Fairmont’s reputation.
* Conduct regular quality checks on treatment protocols and therapist deportment, ensuring 100% adherence to hygiene, safety, and guest confidentiality standards.
* Evaluate service delivery through guest satisfaction data and LQA (Leading Quality Assurance) scores to constantly evolve the spa offering.
Qualifications
* Proven experience in a supervisory or Assistant Manager role within a luxury spa or high-volume wellness environment.
* A recognized Diploma or Certification in Spa, Massage, or Beauty Therapy is required; a qualification in Hospitality or Spa Management is highly preferred.
* Mastery across all aspects of spa operations, including advanced treatment protocols, holistic wellness, and high-end guest relations.
* Minimum of 2 years of experience in a similar leadership capacity, with a documented history of delivering exceptional guest satisfaction and financial results.
* Additional certifications in specialized wellness modalities are a distinct advantage.
* Excellent reading, writing and oral proficiency in English language
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* 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
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people