Spa Operations Manager

Recognized as the #2 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

What is in it for you:  

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues.  

• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver  

• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler 

• Opportunity to develop your talent and grow within your property and across the world!  

• Complimentary meal during your shift through our Colleague Dining Program  

• Complimentary uniform laundering 

• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks 

• Access to our company-matched Defined Contribution Pension Plan (DCPP) 

• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs 

• A competitive salary starting at $58,000 

What you will be doing:  

A Leadership role within the Spa, responsible for the day-to-day operation of the spa front & back of house and maintaining on the floor presence within the spa.   

• Drive all aspects of Guest satisfaction – VOG & LQA and Sparkle Moments 

• Responsible for achieving exceptional guest feedback and handling all complaints in a warm, professional and pro-active fashion. Inform the Director of Rooms of any complaints or issues regarding the spa facility taking the appropriate action or recommended amendments if necessary. 

• Management of Spa Attendants, Spa Coordinators and Service Providers. 

• Work in conjunction with the Spa Director, assisting in managing the spa bookings systems, maximizing of revenue of treatments and programs through effective scheduling, yield management promoting all aspects of the spa and wellness, recording turn away and treatment cancellations. 

• Maintain a sound treatment and retail knowledge to enable effective cross selling within the spa, and a good knowledge of the hotel and facilities available 

• Assist the Team Leads to provide further consultation to guests when necessary to ensure that sales are closed on products recommendations made by the Service Providers. 

• Maintain the cleanliness, presentation and organization of the spa reception at all times. 

• Ensure all opening, closing and shift check-lists and procedures are completed on a daily basis, reporting any housekeeping and maintenance issues to the Spa Director. 

• Ensure staff are aware of any current news and information and hold monthly meetings/briefings to communicate, motivate and be aware of staff needs. 

• Provide training and development of the Spa Attendants, Spa Coordinators and Service Teams as outlined by the Director of Spa and other courses. 

• Assist the Spa Director with Spa recruitment processes including; interviews, hiring decisions, and onboarding 

• Assist the Spa Director and Team Leads when required to produce monthly statistical KPI reports, including turn away and treatment cancellations to identify business and revenue opportunities. 

• Assist the Spa Director and Team Leads when required with the maintenance of month end stock control system of all retail, and professional amenities and products. 

• Assist the Spa Director and Team Leads when required with the retail, and professional products stock level and purchasing. 

• Assist the Spa Director and Team Leads when required to calculate team incentives and commissions. 

• Assist the Spa Director to pro-actively create new initiatives and incentives in retail and treatment bookings and promotions. 

• Assist the Spa Director with payroll processing, ensuring accurate and timely submission of employee hours, overtime, and other compensation-related details. 

•  Assist with the health & safety committee, attending meetings and ensuring the department adheres to all health and safety protocols and regulations. 

• Conduct regular health & safety checks within the department, identifying and addressing any risks or hazards to ensure a safe environment for both staff and guests. 

• In absence of the Spa Director attend the morning and afternoon hotel meetings taking the most up to date information, guests and any other relevant information. 

• Other duties as assigned 

Your experience and skills include: 

• Bachelor’s Degree with Business Administration an asset, but not mandatory.  

• Minimum of 2 years’ experience in management or lead position in a Spa or related field an asset. 

• Experience in the hospitality industry an asset. 

• Desire to provide phenomenal Guest experiences. 

• Excellent communications skills- interpersonal, written and public/media relations 

• Computer literacy (Word, Excel, PowerPoint). 

• Self-confident, proactive and able to prioritize and make effective decisions. 

• Ability to build strong relationships, lead a team of spa professionals and cooperate with other hotel departments. 

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking throughout shift 

• Occasional lifting and carrying 

• Occasional bending and kneeling  

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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