Director of Spa

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended  2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

• Always demonstrate sincere guest focus and true appreciation for their experience.
• Have an energetic, passionate and hands on approach to the business in order to act as a role model. This includes but not limited to: training, guests engagement, financial audits, treatment and SOS audits, maintenance of grooming both personal and team, interdepartmental engagement to drive the education of the Spa facilities etc.
• Ensure all dealings with guests at the Spa meets or exceed the Hotel’s/Corporate Serenity operating standards.
• Develop, train and maintain a high-level professional product program supported by SOPs and within the SOS.
• Develop train and maintain a structured retail product program, including annual/quarterly refresher trainings to drive retail sales.
• Conduct weekly/bi-monthly meetings with the Corporate Serenity Team in order to share updates, complete necessary and requested follow ups/reporting, request for their knowledge/support in operations/products and create lasting synergies.
• Be present during Corporate Serenity Leadership visits, including but not limited to: organizing logistics in terms of visit schedules, site inspections both internal and external etc.
• Ensure proper inventories of all operating Spa equipment/products are conducted in line with audit standards in order to effectively manage operational cost.
• Ensure the guest experience is relaxing and in accordance with the Hotel's/Corporate Serenity standards.
• Drive consistent Spa experience development to ensure that innovation and uniqueness is maintained.
• Ensure that the Spa team adhere to all Hotel’s/Corporate Serenity operational and service standards, including business conduct and ethics.
• Ensure that the Spa department follows safety and always maintain confidentiality for all guests and Heartist.
• Ensure all Spa equipment is always maintained in good working order and where issues or concerns may arise, that these are escalated to the concerned department leaders so as to rectify them in a timely manner.
• Ensure that all stock and cash items are kept safely under lock and key and in CCTV covered areas.
• Able to provide guidance, encouraging teamwork and facilitating trainings related professional work processes.
• Able to liaise with internal and external parties at the appropriate levels to ensure smooth flow of the Spa operations.
• Able to handle any guest complaints and manage special requirements.
• Able to promote and sell Spa programs to groups, conference guests walk-in etc.
• Able to upsell the Spa and wellness programs and look for business development opportunities to sell such products externally to standard channels.
• Able to implement and monitor up-selling strategies to maximize Spa operational revenue.
• Able to analyze and interpret the needs of guests and offer appropriate options, solutions and resolutions.
• Be the single point of contact for Dignitaries, VIP and VVIP guests and co-ordinate their Spa experience.
• Responsible for implementing and verifying processes involving the safe/efficient handling of guest settlements like cash, CC, room settlements, no post guest payments etc.
• Responsible to identify and target specific market segments for potential Corporate clientele to promote Spa services.
• Responsible to develop strong product quality and treatment measures which are tracked, monitored, reviewed and improved periodically.
• Responsible to monitor, analyze and report on a quarterly basis the products and services of competitive Spas, to maintain a competitive advantage.
• Responsible for the department training plan and conduct hands-on training for the newly recruited senior Spa colleagues, while maintaining their presence during line therapist and colleague trainings.
• Responsible for reviewing all guest feedback results on a daily/monthly basis and implementing improvements to ensure the highest levels of guest satisfaction are reached and maintained.
• Responsible for overseeing the Spa weekly duty schedules and colleague duty charts to ensure adequate coverage to manage peak need times and drive revenues.
• Regularly monitor all equipment for the proper functioning in the Spa area to ensure highest levels of guest satisfaction.
• Recruit and train Spa colleagues in accordance with Hotel’s/Corporate Serenity requirements and guidelines.
• Hold regular colleague meetings (daily, weekly and monthly) to ensure the Team are up to date on all aspects of the Spa’s operation, successes, challenges, focus points and areas of improvements.
• Manage Spa inventory effectively and follow Hotel’s purchasing standards to ensure audit compliance.
• Monitor and review Spa colleagues’ performance regularly, conducting quarterly/annual reviews and provide required guidance, corrective action and development plans.
• Preparing monthly/annual forecast in line with the set times/deadlines by the Finance department.
• Prepare Annual Budget and Quarterly Business Plan accounting for changes in market trends, revenue target expectations and cost/expenses management to ensure Spa delivers against Hotel/Corporate Serenity expectations.
• Gather information and remain fully informed of local and international trends in Spa operations.
• Attend daily morning HOD meeting.
• Perform a regular inventory of Spa par levels for retail and operational stocks.
• Oversee the management and store requisitions process of all retail and operational items as and when required to avoid overstocking and maintain expenses/costs

Health & Wellness
•    Be the embodiment and ambassador for both health and wellness within the Spa and the Hotel alike.
•    Be aware and up to date on the latest Spa, Health and Wellness innovations both locally and internationally and look for ways to constantly innovate the Spa’s offerings.
•    Based on the above, create and develop new and exciting ideas which are in line with the Serenity Philosophy to ensure that we remain relevant and dominant in the market.

• Previous Managerial/Directorial experience in a luxury Spa’s is a must
• Excellent communication, presentation and organizational skills
• Previous experience in Owners/Corporate Office reviews and reporting is preferable
• Ability to prepare and conduct result based presentations is a must
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Excellent presentation with a passion for excellence
• Natural leader, with ability to positively impact the team
• Ability to focus attention on guest needs, remaining calm and courteous at all times