Assistant Spa Manager

The Assistant Spa Manager will work closely with and support the Spa Director in overseeing the daily operations of the spa, ensuring exceptional guest service, operational excellence, and team development. A key focus of this role includes active participation in employee performance management, training, and development. This individual is expected to act as an extension of the Spa Director, helping to maintain high standards across all areas of the spa.

Job duties Include:

Guest Experience & Spa Operations

• Demonstrate strong commitment to exceptional guest service and personalized experiences
• Maintain comprehensive knowledge of all spa treatments, products, and facility features
• Lead daily spa operations, ensuring all service and quality standards are upheld
• Oversee reception and guest flow, ensuring seamless booking, check-in, and service delivery
• Handle special guest requests and resolve concerns with professionalism and care
• Ensure adherence to hotel and departmental policies at all guest touchpoints

Leadership & Service Excellence

• Deliver service in accordance with Forbes Travel Guide and LQA standards.
• Coach and mentor colleagues to consistently achieve luxury service excellence.
• Assume responsibility for the overall operation of the spa in the absence of the Spa Director, ensuring service excellence, operational efficiency, financial accountability, and adherence to Fairmont standards.

Revenue & Business Development

• Support initiatives to drive spa revenue through treatment bookings, upselling, and retail performance
• Motivate and guide the team to meet revenue and retail sales goals

Financial & Operational Performance

• Assist with monitoring departmental expenses and labour costs.
• Review daily revenue reports and identify opportunities to improve performance.
• Support labour scheduling to maximize productivity while maintaining exceptional service standards.

Inventory Management

• Assist with monitoring and managing spa supply inventory to ensure operational readiness
• Assist the Spa Director in completing monthly inventory counts, spot-checks, and placing orders

Payroll & Scheduling

• Support the accurate administration of employee payroll, including daily timekeeping review
• Act as the departmental payroll lead in the absence of the Spa Director

Retail Operations

• Maintain and replenish retail product displays, testers, and signage
• Support the team in achieving retail sales targets and promoting homecare regimens

Performance Management & Training

• Participate actively in employee performance management and coaching
• Support the Spa Director in training, onboarding, and ongoing development of team members
• Promote a positive and professional work environment that aligns with health and safety standards
• Ensure consistent adherence to workplace safety procedures

Administrative & Communication Duties

• Maintain accurate daily reports, including the discount register and transaction records
• Submit and track maintenance work orders, ensuring timely follow-up
• Attend promotional and operational meetings; collaborate on events and special projects
• Foster effective communication and collaboration between departments to ensure smooth spa operations

Health, Safety, & Sustainability

• Uphold all hotel environmental and sustainability policies
• Maintain a clean and safe working environment
• Ensure compliance with Health & Safety, WHMIS, and Fairmont Safe & Sustainable practices.
• Perform additional tasks and duties as assigned by the Spa Director

Qualifications:

• Proven leadership experience in a supervisory or management role
• Proficient with Windows-based programs and Microsoft Office (Word, Excel); familiarity with Opera PMS and Book4
  
  Time is a strong asset
• Spa industry experience is preferred, though not required
• Exceptional interpersonal skills with sound decision-making and problem-solving abilities
• Reliable, accountable, and committed to excellence in guest service
• Strong written and verbal communication skills in English
• Self-motivated with the ability to work independently and take initiative
• Capable of maintaining high performance standards in a fast-paced, high-pressure environment
• Physically able to stand and walk for extended periods; must be able to lift trays and perform tasks that require moderate physical effort

Job Perks & Benefits:

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like;
  Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) for full time permanent status employees
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties…