Assistant Manager - Spa Sales

Position Purpose

The Assistant Manager – Spa Sales at Fairmont Mumbai plays a pivotal role in driving spa revenue, enhancing guest engagement, and positioning the Fairmont Spa as a premier luxury wellness destination. The role focuses on sales strategy execution, memberships, partnerships, and delivering a refined, personalized guest experience in line with Fairmont’s luxury and lifestyle brand standards.

Key Responsibilities

Spa Sales & Revenue Optimization

• Drive spa revenue through treatment sales, wellness packages, memberships, retail products, and seasonal promotions.

• Achieve and exceed monthly and annual sales targets set for Fairmont Spa.

• Proactively upsell spa services and retail products while maintaining a consultative, guest-centric approach.

• Analyze sales reports, identify trends, and implement strategies to maximize yield and conversion.

• Work closely with Revenue Management and Marketing teams to curate luxury spa offers and experiences.

Guest Experience Excellence

• Deliver exceptional, personalized guest interactions aligned with Fairmont Moments and luxury service standards.

• Build long-term relationships with repeat guests, spa members, VIPs, and corporate clients.

• Handle guest feedback, concerns, and service recovery with professionalism and empathy.

• Ensure seamless guest journey from inquiry and booking to post-treatment follow-up.

Memberships, Events & Partnerships

• Promote and manage spa memberships, wellness programs, and exclusive spa privileges.

• Develop corporate, wedding, and lifestyle partnerships to increase spa footfall and revenue.

• Assist in organizing wellness events, retreats, launches, and brand collaborations.

• Support digital marketing initiatives, social media promotions, and internal hotel activations.

Team Leadership & Development

• Train and coach spa reception and sales teams on luxury selling techniques, product knowledge, and service etiquette.

• Monitor team performance, conduct daily briefings, and motivate the team to achieve targets.

• Ensure grooming, communication, and brand standards are consistently upheld.

Operations & Administration

• Support daily spa operations including bookings, billing, POS accuracy, and retail inventory control.

• Prepare daily, weekly, and monthly sales reports and forecasts.

• Assist in budgeting, forecasting, and cost control initiatives.

• Ensure compliance with Fairmont brand standards, SOPs, hygiene, and safety regulations.

Key Performance Indicators (KPIs)

• Spa revenue vs. budget

• Membership and package sales

• Retail revenue per guest

• Upselling and conversion ratios

• Guest satisfaction and loyalty metrics

• Repeat and returning guest percentage

Qualifications & Experience

• Degree or Diploma in Hospitality Management, Wellness Management, Marketing, or Business Administration.

• 3–5 years of experience in spa sales or luxury hospitality sales, preferably in a 5-star hotel or resort.

• Experience with luxury spa brands or lifestyle wellness concepts is an advantage.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.