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.
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.
WHO ARE YOU?
QUALIFICATIONS & EXPERIENCE
DESIRABLE & DEMONSTRABLE ATTRIBUTES FOR RECRUITMENT
This role will report to the Senior Vice President of Operations for the region.