SPA Manager

About Orient Express 

Orient Express embodies the refined and nomadic spirit of travel. Its exceptional assets portfolio includes experiences such as The Orient Express — its iconic carriages reinvented as a modern-day tribute to French luxury, with ARSENALE Group owner — La Dolce Vita, a train celebrating the elegance of Italian art de vivre, and a collection of luxury hotels opened in Rome – La Minerva – and soon in Venice – Palazzo Dona Giovannelli, and with Sailing Yachts  - the O.E Corinthian, the world’s largest sailing ship. 

While redefining the future of luxury hospitality, Orient Express places particular emphasis on the employee experience, development, and engagement. 

As a symbol of ultra-luxury hospitality, the brand is currently undergoing an ambitious phase of rebirth and expansion accelerated since 2024 as a Joint Venture between ACCOR and LVMH. 

Now, as Orient Express grows under the steam of its 140-year own glorious reputation and brand, it stands unique and identifiable from the other luxury brands under the ACCOR brands, aiming to become a pioneer of contemporary luxury hospitality, creating immersive experiences that combine exceptional design, impeccable service, culinary excellence, wellness offerings, cutting-edge technology, sustainability, and authentic local experiences, while also actively engaging in local community initiatives and support social causes, making a positive contribution to the destinations its properties operate in. What remains distinctly Orient Express is its spirit of adventure, sublime service and enchanting storytelling. Refreshing and reinvigorating, Orient Express is loved by those with an adventurous spirit and a taste for the very best, linking travel and destinations as part of the same journey. 

About Orient Express Palazzo Donà Giovanelli 

Orient Express will open its second hotel in Italy at the exceptional Palazzo Donà Giovannelli in Venice, in partnership with the Italian luxury hotel group ARSENALE. Architect and interior designer Aline Amar d’Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space. 

Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2025. 

The SPA Manager will be responsible for planning, implementing and improving SPA operations in the hotel's opening, delivering outstanding guest services and high financial profitability, creating a tasteful SPA environment and developing an efficient and satisfied SPA team. The SPA Manager understands and pre-empts all the luxury market trends and has deep experience collaborating with the Director of Marketing and Communication to create and implement ambitious business plans, assuring the full compliance with the Hotel standards.  
 
Responsibilities 

• Managing all SPA operations to include, but not limited to, guest service and registration, SPA inventory, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policies’ and procedures’ implementation and enforcement, 

• Training, monitoring and developing SPA Receptionist’s, Therapists’ and Cosmetologists’ performances, conducting evaluations, providing constant feedbacks and delivering recognition and reward, 

• Constantly monitoring and assessing service and satisfaction trends, evaluating and addressing issues and making improvements accordingly, 

• Ensuring all team full and constant compliance with Company standards, 

• Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolving guest concerns, 

• Pre-empting, handling and reporting guest complaints promptly and professionally, 

• Ensuring that guests' needs are met efficiently and effectively, 

• Initiating and implementing up-selling techniques to promote SPA services and facilities, 

• Assuring team members have current knowledge of SPA products, services, facilities, events, pricing and policies, 

• Completing audit procedures, 

• Recruiting, interviewing and training team members in collaboration with People&Culture team, 

• Implementing and enforcing security protocols to safeguard guests, employees and hotel property, 

• Responding to emergencies, including medical incidents, fire alarms, and disturbances in a calm and efficient manner. 

• Solid experience as SPA Manager in luxury hospitality with standards’ deep knowledge is mandatory. 

• Strong leadership skills with the ability to motivate and inspire a complex and diverse team. 

• Excellent communication and interpersonal skills, with the ability to interact effectively both with Corporate and hotel colleagues and with guests and employees at all levels. 

• Sound judgment and decision-making abilities, especially in high-pressure situations. 

• High proficiency in using SPA management software and other computer systems. 

• Bachelor's degree in Hospitality Management, Business Administration, or related field is highly preferred. 

• Previous experience as a hands-on therapist is preferred. 

• The legal right to work in Italy, the flexibility and availability to work also on weekends and holidays are mandatory.  

• Excellent knowledge of English and Italian are a must. A third language would represent an advantage. 

• A competitive package (base salary and yearly bonus) 

• Medical Insurance, integrating Collective Labor Agreement one and extended to the family 

• Ticket Restaurant 

• Annual leave 

• ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide. 

• Learning & development: Opportunity to develop your talent and grow within your property and across the world!  

• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.