Director of Spa & Wellness

Position Overview

The Director of Spa & Wellness is responsible for providing visionary leadership, strategic direction and operational excellence across all Spa, Wellness, Fitness, Lifestyle, Membership and Wellbeing functions. As the leader of one of the hotel's signature luxury experiences, the role positions the Spa & Wellness operation as a market-leading destination that enhances guest loyalty, brand reputation and overall hotel performance.

The individual drives commercial success, profitability, wellness innovation, colleague engagement and exceptional guest experiences while ensuring all operations reflect Forbes Five-Star and LQA standards.

The Role

QUALITY ASSURANCE & LUXURY SERVICE EXCELLENCE

• Lead the Spa & Wellness operation in achieving and maintaining Forbes Travel Guide and LQA standards across all guest touchpoints.
• Achieve and sustain hotel's target in both Forbes and LQA assessments.
• Implement quality assurance strategies, audits, service observations and continuous improvement plans.
• Ensure all colleagues consistently deliver personalized luxury service reflective of a Forbes Five-Star environment.

SPA & WELLNESS OPERATIONS

• Provide strategic leadership and oversight of Spa, Wellness, Fitness, Membership and Retail operations.

• Develop and execute annual business plans, operational strategies and performance objectives.

• Drive operational excellence, guest satisfaction and service consistency.

• Oversee health, safety, hygiene and regulatory compliance.

• Monitor global wellness trends and introduce innovative offerings.

FINANCIAL MANAGEMENT & COMMERCIAL PERFORMANCE

• Assume full accountability for revenue, profitability, budgeting and forecasting.

• Drive treatment, retail, membership and wellness-program revenue growth.

• Monitor labour productivity, expense controls and financial performance metrics.

• Identify new business opportunities and present strategic recommendations to executive leadership.

SALES, MARKETING & BUSINESS DEVELOPMENT

• Partner with Sales, Marketing and Revenue teams to maximize visibility and revenue opportunities.

• Develop luxury wellness packages, memberships and bespoke experiences.

• Represent the hotel at industry events and maintain key strategic partnerships

LEADERSHIP & TALENT DEVELOPMENT

• Lead, inspire and develop a high-performing Spa & Wellness team.

• Create a culture of service excellence, innovation, accountability and engagement.

• Develop succession plans and talent pipelines.

• Ensure all colleagues receive Forbes, LQA and luxury hospitality training.
  
• Foster a good relationship amongst the Spa Team as well as all other department amongst the hotel and wider group

WELLNESS STRATEGY & INNOVATION

• Develop a holistic wellness strategy encompassing spa, fitness, recovery, mindfulness, nutrition and lifestyle programming.

• Create innovative experiences for international luxury travellers and local members.

• Build strategic partnerships with luxury wellness brands and practitioners.

Talent Profile

• Professional certificates or Diploma in spa & wellness
• At least 10 years of luxury spa operational experience in a leadership position
• Extensive experience in financial management
• Prior experience in creating spa treatment protocols and menus
• Prior experience in Forbes 5 Star Rating Hotel Spa
• Knowledge of and experience in all levels of massage, professional body and skincare, and retail products