Director of Spa & Wellness

About the job The Director of Spa & Wellness is responsible for leading all Spa, Wellness and Fitness operations at Mandarin Oriental, Rome, ensuring exceptional guest experiences, outstanding financial performance, and the delivery of the brand’s legendary service standards. Reporting to the Hotel Manager and Group Director of Spa & Wellness, this role will oversee all aspects of spa strategy, operations, people development, guest engagement and commercial performance.

As Director of Spa & Wellness, you will be responsible for the following duties:

Lead and oversee all Spa, Wellness and Fitness operations, ensuring exceptional service delivery and operational excellence across all guest touchpoints.

Drive the financial success of the department through effective budgeting, forecasting, revenue management and cost control.

Develop and execute strategic business plans, annual objectives and commercial initiatives to maximise profitability and guest satisfaction.

Collaborate closely with Sales, Marketing and Public Relations teams to develop impactful marketing campaigns, wellness programmes, events and promotional activities.

Monitor market trends and competitor activity to identify opportunities for innovation, growth and enhanced guest experiences.

Lead, inspire and develop a high-performing Spa & Wellness team through recruitment, coaching, training, succession planning and performance management.

Foster a culture of excellence, colleague engagement and continuous development in line with Mandarin Oriental's values and service philosophy.

Ensure treatment standards, operational procedures and wellness programmes consistently meet Mandarin Oriental's luxury standards.

Oversee retail strategy and performance, driving revenue growth through effective product selection, merchandising and team engagement.

Maintain strong relationships with guests, resolving concerns professionally and ensuring exceptional levels of guest satisfaction and loyalty.

Conduct regular operational reviews, quality inspections and performance analysis to identify opportunities for continuous improvement.

Ensure compliance with health, safety, risk management and company operating standards throughout the Spa & Wellness facilities.

Represent the property at industry events, trade shows, networking functions and professional forums to enhance brand visibility and market presence.

Prepare and present operational, commercial and financial reports to senior leadership, supporting informed business decisions.

Participate as a key member of the hotel leadership team, contributing to the overall success of the property and guest experience.

As Director of Spa & Wellness, we expect from you:

A minimum of 7+ years of leadership experience within luxury Spa & Wellness operations, including experience managing large, multidisciplinary teams.

Proven success in driving spa profitability, revenue growth, budget management and operational performance.

Strong understanding of luxury wellness, spa and fitness trends, products, treatments and guest expectations.

Exceptional leadership and people development capabilities with a passion for coaching high-performing teams.

Strong commercial acumen and experience analysing KPIs, forecasts, revenue performance and business opportunities.

Excellent communication, presentation and stakeholder management skills.

Ability to build strong relationships across operational departments and corporate functions.

Experience developing and implementing innovative wellness concepts, guest experiences and promotional initiatives.

Strong command of written and spoken English and Italian.

High levels of professionalism, attention to detail and a genuine passion for luxury hospitality and wellness.

Our commitment to you:

Learning & Development.

Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

MOstay.

When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

Health & Colleague Wellness.

Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

#J-18808-Ljbffr