Company Description

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Job Description

THE POSITION

Provide our hotels with expert guidance and innovative operational directions, to enable them to create and establish, Well-Being programming, processes, and sequences, to deliver a highly consistent innovative guest experience integrating relaxation, rejuvenation, health, and harmony. 

This role takes full responsibility & ownership in support the management of the spas and wellness operations across the Fairmont portfolio. The role will work in accordance with the brands vision, values, agreements, processes & standards to ensure the guests & clients’ expectations are met.

MAIN MISSION

PEOPLE: Attract, train, animate and inspire a strong community of hotel spas and fitness leaders and actively improve their performance, our employee satisfaction, our retention, and their development (in conjunction with our talent & culture team, GMs & VP Ops.)

PRODUCT: Define group wellness, spa + fitness standards and SOPs and provide on-going, active support to our spas and fitness managers, to raise the level of expertise in operational excellence. Establish outstanding menus of services/programs in conjunction with product partners and wellness leader.

PLATFORM Share best practices and industry knowledge via training, workshops, and direction to drive an innovative, differentiating & consumer-led approach to our branded wellness concepts (work hand in hand with respective SVP Well-being, Spa leaders, brand leaders, VP Operations and GMs)

PROMOTE: Support and direct S&M activity and plans at property, region, and global level. Promote Well-Being “internally” via various platforms while positioning the brand as a market leader via active PR. Continue to strengthen existing partnerships and search for new global partners for each brand. 

PERFORMANCE: Define, monitor, and actively support hotels to maximize the performance of their spas and fitness (Balance Scorecard: KPIs definition, dashboard implementation and monitoring, hotel support including quality audits, guest satisfaction, employee engagement, revenues, and margin, etc.)

PROFIT: Support hotel GM/MDs with operational and sale planning to maximize the profitability of their spas and fitness centers to drive incremental revenues and increase GOP performance.

Qualifications

WHO ARE YOU?

• A dedicated Wellness professional and enthusiast
• Generous in spirit with guests and colleagues alike
• Understand the importance of individuality & Luxury service
• Impeccably groomed,
• Thoughtful, charming, and welcoming
• Takes pride in anticipating guest needs through service that is warm, genuine, and intuitive
• Understand what is required to offer “emotional wellbeing” and to provide service that is elegant and discreet
• Ensures quality is never compromised

QUALIFICATIONS & EXPERIENCE

• Prior 10+ years’ experience in luxury hotel spa and wellness management (essential)
• Right to work in EU / Fluent in English (other language an advantage)
• Willing to travel (40%) and spend prolonged periods on site (pre-opening)
• A seasoned Director – within luxury spa at regional or group level (preferred)
• Strong understanding of the Global Wellness Market and direct competitors
• Strong match with Raffles & OE / Accor Strategic Leader capability framework
• Fluent in spa, treatments, and products
• Extensive spa pre-opening experience
• Experience with owner’s relationship
• Must be strategic, creative, and top & bottom-line focused
• Excellent speaking and presentation skills
• Strong interpersonal & communication skills
• Adaptable & flexible with the capacity to set high goals and standards
• Effective management style, hands-on and approachable
• Emphasis on quality guest-service and team building
• International experience / Knowledge of Asian & Middle East markets

DESIRABLE & DEMONSTRABLE ATTRIBUTES FOR RECRUITMENT

• Inspiring leader
• Creates a respectful culture / Confident, hands-on approach with spa leadership
• Highly energetic and passionate, has a creative energy
• Revenue and Income driver
• Articulate Communicator
• High attention to detail in fast paced environment / prioritization and time management
• Strategically oriented with commercial drive
• Fully engaged with Sales, Marketing, PR planning at group level
• Have an instinctive feeling about future product concepts
• Guest centric mind set
• Always interested in what competitors are doing
• Culturally Diverse, Well-travelled, Global Citizen
• Understands the importance of individuality
• Composed and confident dealing with senior management/owners
• Engaged and interested in the Luxury segment
• Impeccably groomed. Polite, charming, and graceful

Additional Information

This role will report to the Senior Vice President of Operations for the region.