Spa & Wellness Operations Manager

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

The Spa & Wellness Operations Manager is responsible for leading the daily operational delivery of the Spa & Wellness facilities at Fairmont Cheshire, The Mere. This role ensures seamless operations across treatment rooms, wet facilities, pool and gym while maintaining luxury service standards, regulatory compliance and brand alignment. The position focuses on operational excellence, team leadership and delivering exceptional guest experiences.

• Oversee daily operations across all Spa & Wellness facilities including treatment rooms, pool, gym and relaxation areas
• Ensure adherence to Fairmont brand standards, SOPs and luxury service expectations
• Maintain compliance with all Health & Safety and operational protocols
• Lead operational presence on the spa floor to ensure cleanliness, presentation and service quality
• Support the Spa Manager in delivering KPIs including utilisation, guest satisfaction, retail performance and payroll efficiency
• Manage guest escalations and deliver effective service recovery
• Support rota planning and ensure adequate staffing levels aligned with demand
• Oversee stock control, inventory management and product usage within treatment rooms
• Support team onboarding, training, coaching and daily performance standards
• Monitor operational costs and support budget adherence and efficiency initiatives
• Encourage retail engagement and aftercare culture within the therapy team

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

• Minimum 2 years’ experience in a luxury spa or wellness environment
• Demonstrated leadership capability with a proactive, solution-focused mindset
• Strong communication skills with the ability to lead, coach and delegate effectively
• High attention to detail and commitment to luxury service standards
• Basic understanding of budgets, KPIs, forecasting and operational performance
• Experience with spa management systems and computer applications
• Business Administration qualification or recognised therapist certification desirable
• Excellent written and spoken English (additional languages beneficial)

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people