Cluster Lifestyle Director

Position summary statement:

The Cluster Lifestyle Director leads the overall strategic direction, operations, and guest experience of the Hotel’s Spa, Fitness Centre, and Poolside facilities. This role ensures that wellness offerings are innovative, profitable, and aligned with the Hotel’s positioning. Develop lifestyle programs, elevate service standards, optimize financial performance revenue. The Cluster Lifestyle Director will have cluster oversight in ensuring consistent service standards and guest experience across all St Gregory Spas across multiple properties in Singapore as well as overseas.

Primary Responsibilities:

Strategic Leadership

• Develop and implement wellness strategies that integrate spa, fitness, and recreational offerings into the overall Hotel experience.
• Curate lifestyle programs and partnerships to drive guest engagement and brand differentiation.
• Champion membership growth through creative initiatives and engagement programmes.
• Lead strategies to elevate spa product sales and strengthen overall retail performance.
• Drive poolside bar’s food and beverage revenue.
• Set annual goals, budgets, and business plans for spa, fitness, and pool operation.

Guest Service & Experience

• Champion a guest-first culture across all wellness floor facilities.
• Regularly engage with guests, addressing feedback and anticipating needs to enhance loyalty and satisfaction.
• Monitor service delivery standards through guest feedback and mystery audits to enhance overall guest satisfaction scores.
• Develop personalized wellness journeys for VIP guests and long-term members.

Operational Excellence

• Oversee smooth daily operations of the wellness floor, ensuring safety, hygiene, and maintenance standards are met.
• Implement efficient scheduling, rostering, and staffing models to maximize service coverage and productivity.
• Establish and update SOPs for treatment rooms, gym usage, pool safety, and lifestyle event coordination.
• Coordinate with Vendor/Engineering/Housekeeping to ensure all equipment (spa machines, fitness equipment, pool systems) are fully operational and in good condition.
• Ensure compliance with local regulations, safety guidelines, and brand standards.

Team Leadership & Development

• Conduct regular training on guest service, safety, product knowledge, and upselling.
• Drive a culture of accountability, performance excellence, and professional growth within the team.

Financial & Administrative Management

• Full responsibility for departmental P&L, budget control, and revenue optimization.
• Develop pricing structures, membership models, and promotional campaigns.
• Review daily revenue reports, cost analysis, and performance dashboards.
• Provide recommendations for improvement.
• Manage vendor contracts for spa products, wellness supplies, and outsourced instructors.
• Oversee administrative processes including payroll, staff scheduling, inventory management, and procurement.
• Prepare monthly business reviews and present operational and financial performance updates to management.

Collaboration & Branding

• Plan and execute client appreciation events to strengthen guest relationships and brand loyalty.

• Work with Marketing to promote wellness offerings through online campaigns, social media, and guest engagement activities.
• Partner with F&B to create integrated poolside and wellness dining/beverage experiences.
• Represent the Hotel at wellness, hospitality, and lifestyle industry events.

Cluster Responsibilities

• Establish and maintain consistent operating standards, policies, and procedures across all portfolio properties.
• Align and audit property-level lifestyle and spa operations against Leading Quality Assurance (LQA) benchmarks and luxury brand guidelines.
• Ensure a seamless and unified guest experience, maintaining identical brand standards and service quality across every property.
• Lead, coach, and develop Spa Managers and property lifestyle teams, building a high-performing service culture and talent pipeline.
• Drive guest satisfaction and loyalty through continuous improvement of service quality, treatment protocols, and overall guest experiences.
• Work closely with Hotel General Managers and relevant corporate functions to maximize the contribution of spa operations to overall hotel performance.
• Optimize resource allocation across the cluster to drive cost efficiencies.