Spa and Wellness Manager

AccorHotel•New Orleans, LA

2d•Onsite

About The Position

Fairmont Hotels & Resorts is seeking a Spa and Wellness Manager for its new luxury hotel in New Orleans. This role reports to the Director of Rooms and is responsible for overseeing the daily operations of the spa reception, fitness/wellness programming, and membership services. The manager will ensure smooth workflow, service excellence, and compliance with health and safety protocols. Key responsibilities include guest recovery, planning and executing fitness and wellness classes, driving sales and marketing for the spa and fitness areas, managing gym operations, and championing a culture of luxury service. The role also involves managing staff, including scheduling, training, and performance evaluations, as well as collaborating with the Sales Manager to drive revenue. The manager will track operational reports and guest feedback to identify areas for improvement.

Requirements

Minimum 3 years of leadership experience in a luxury spa, hospitality, or wellness environment required.
Proven ability to lead, motivate, and develop teams.
Exceptional guest service, interpersonal, and conflict resolution skills.
Excellent communication, organization, and time-management abilities.
Proficiency in spa/gym management software, POS systems, and Microsoft Office Suite.

Nice To Haves

Current CPR & First Aid an asset
Bachelor’s Degree in Business Administration or Hospitality/Spa Management an asset.

Responsibilities

Oversee daily operations of spa reception, fitness/wellness programming, and membership services to ensure smooth workflow and service excellence.
Monitor staffing, scheduling, and resource allocation to meet operational needs during peak and off-peak periods.
Ensure compliance with health, safety, and hygiene protocols across all areas of responsibility.
Act as a key player in guest recovery, supporting the team in resolving issues promptly and ensuring guest satisfaction is restored whenever concerns arise.
Oversee the planning, scheduling, and execution of fitness and wellness classes and programs, ensuring a high quality, engaging experience for all guests.
Drive sales strategies and marketing for fitness and spa.
Oversee all operations of the gym, including equipment maintenance, cleanliness standards, member access, and daily facility checks to ensure a safe and supportive environment for guests.
Champion a culture of luxury, personalized service, and attention to detail in every guest interaction.
Manage sick calls and implement day-to-day operational adjustments to ensure adequate coverage and smooth departmental functioning.
Oversee the cleanliness, maintenance, and performance of all gym equipment, ensuring the gym operates at the highest level of LQA standards through regular inspections, timely reporting of issues, and coordination of necessary repairs or servicing.
Respond to all emergency situations promptly and in accordance with established safety protocols.
Ensure all team members are trained in service protocols, Fairmont brand standards, and upselling techniques.
Mentor and develop supervisory team members, fostering leadership growth and accountability.
Conduct regular performance evaluations, coaching sessions, and departmental meetings.
Support recruitment, onboarding, and ongoing training of spa team members and fitness team members to ensure alignment with service standards and operational needs.
Collaborate with Sales Manager to drive retail, memberships and service revenue through strategic promotions and upselling.
Track and analyze operational reports, guest feedback, and financial results to identify areas for improvement.