Operational Supervision & Quality Assurance:
Supervise the daily operations of the spa, fitness center, and recreation facilities, ensuring efficient and consistent service delivery.
Conduct routine inspections of wellness areas to ensure compliance with Fairmont standards for cleanliness, safety, and presentation.
Ensure all facilities, treatment rooms, and equipment are fully operational, maintained, and guest-ready at all times.
Monitor inventory levels and ensure proper handling and control of spa products, linens, and equipment.
Ensure adherence to established operational procedures, service protocols, and quality benchmarks.
Guest Experience & Service Excellence:
Ensure delivery of a consistent, high-quality wellness experience aligned with Fairmont brand standards.
Support personalized service delivery by anticipating guest needs and preferences.
Address guest inquiries, requests, and feedback in a professional and timely manner.
Assist in coordinating VIP services, private wellness sessions, and special arrangements.
Support service recovery efforts by ensuring prompt resolution and follow-up.
Team Leadership & Development:
Supervise and support spa therapists, fitness trainers, and recreation attendants to ensure consistent performance and service standards.
Conduct daily briefings to communicate operational priorities, guest movements, and departmental objectives.
Provide coaching and guidance to team members to enhance service delivery and operational efficiency.
Assist in scheduling, attendance monitoring, and performance management.
Promote a culture of teamwork, accountability, and continuous improvement.
Coordination & Communication:
Coordinate closely with Front Office, Housekeeping, Engineering, and Guest Services to ensure seamless operations.
Ensure accurate and timely communication of appointments, guest preferences, and operational updates.
Report maintenance issues, equipment malfunctions, and safety concerns promptly.
Support the coordination of wellness programs and cross-functional activities.
Commercial & Financial Performance:
Support the achievement of departmental revenue targets through effective scheduling and service optimization.
Promote spa services, wellness programs, and retail offerings to maximize guest engagement and revenue opportunities.
Ensure accurate billing, posting of charges, and adherence to financial procedures.
Monitor daily operations to support efficiency and cost control initiatives.
Standards, Safety & Compliance:
Ensure compliance with Fairmont grooming standards, hygiene protocols, and workplace safety requirements.
Adhere to local regulations, health and safety standards, and company policies.
Maintain confidentiality of guest information and uphold professional standards at all times.
Support environmental and sustainability initiatives in line with Fairmont commitments.