HEATHER HILL
Toronto,Canada
Summary
Visionary spa leader with 20+ years of experience transforming wellness businesses across luxury hotel, resort, and club markets. Expert in pre-opening development, team leadership, guest experience, financial performance, and brand strategy. Adept at revitalizing underperforming spas and leading high-functioning teams to exceed revenue goals and service expectations.
Overview
20
20
years of professional experience
Work History
Spa Director
Sweetgrass Spa – Verity Club
11.2024 - Current
- Spearheaded operational transformation, increasing revenue by 15% and reducing expenses by 25% within six months.
- Launched a new skincare line that boosted retail sales by 10%.
- Created and implemented a new treatment menu, introducing innovative services that elevated member and guest satisfaction.
- Recruited and onboarded estheticians, Registered Massage Therapists, and front desk staff, enhancing service and guest flow.
- Led team-wide training to elevate guest experience, service delivery, and retail upselling.
- Integrated a new spa software solution compatible with Verity’s club system to streamline bookings, payroll, and reporting.
- Developed and produced all spa marketing content including promotions, newsletters, and in-house signage.
- Provided hands-on leadership and department-wide support, fostering a collaborative and high-performance culture.
Spa Consultant
Self-Employed
01.2005 - Current
- Guided full spa development lifecycle: feasibility, design, budgeting, pre-opening, and post-launch optimization.
- Specialized in concept development, system integration, treatment menus, recruitment, and branding.
- Collaborated with hotel owners, general managers, and spa teams to ensure guest experience excellence and profitability.
- Delivered customized training and SOPs to elevate operations across resorts, hotels, and clubs.
Marketing Account Manager
Play Incorporated
03.2021 - 03.2024
- Managed client accounts with a focus on spa, wellness, and lifestyle brands.
- Developed project scopes, timelines, and creative campaigns aligned with client goals.
- Led content planning, team coordination, and client communications from kickoff to final delivery.
- Reviewed campaign performance and optimized future strategies based on data insights.
Spa Consultant / Director
Guerlain Spa – Hotel X Toronto
12.2018 - 02.2020
- Directed the launch of a flagship Guerlain Spa, including treatment protocols, spa systems, and SOPs.
- Managed PR, branding, and guest journey planning with corporate and local teams.
- Hired and trained full spa team; established luxury service culture and performance metrics.
- Exceeded sales projections in year one through strategic service design and marketing.
Spa Consultant / Spa Director
Elora Mill Hotel & Spa
01.2018 - 01.2019
- Led pre-opening project, including spa vision, menu development, retail concept, and recruitment.
- Coordinated spa design and construction with ownership and contractors.
- Oversaw spa launch and managed daily operations for a 30+ person team.
- Achieved revenue and guest service targets within the first quarter of opening.
Spa Director
Georgian Bay Hotel
11.2014 - 02.2018
- Managed all aspects of spa operations, budgeting, and service development.
- Introduced training programs that boosted staff engagement and treatment quality.
- Partnered with hotel sales team to launch successful spa promotions and stay packages.
Spa Director
Windsor Arms Hotel
01.2012 - 06.2013
- Oversaw daily spa operations, quality control, and team leadership.
- Developed seasonal menus and in-room offers that increased treatment bookings.
- Recruited and coached team members, improving service standards and morale.
Spa Consultant
The Dunfield Retirement Residence
01.2010 - 06.2011
- Developed and implemented spa concept, services, and systems for a luxury senior living residence.
Spa Consultant / Manager of Operations
Cobble Beach Golf Resort
01.2007 - 06.2009
- Led pre-opening spa development: concept creation, spa and fitness design, staff selection, and SOPs.
- Established retail strategy and opened the spa in sync with resort launch.
Education
Spa Management & Advanced Esthetics -
Alexandrian Institute
Hamilton, ON01.1998
Skills
- Spa Operations
- Pre-Opening Development
- Financial Strategy
- Brand Development
- Luxury Service Delivery
- Guest Experience Design
- Staff Recruitment & Training
- Revenue Growth
- Marketing Content Creation
- Software & Systems Integration
- Menu Innovation
- Vendor Relations
- Cross-Department Collaboration
Timeline
Spa Director
Sweetgrass Spa – Verity Club
11.2024 - Current
Marketing Account Manager
Play Incorporated
03.2021 - 03.2024
Spa Consultant / Director
Guerlain Spa – Hotel X Toronto
12.2018 - 02.2020
Spa Consultant / Spa Director
Elora Mill Hotel & Spa
01.2018 - 01.2019
Spa Director
Georgian Bay Hotel
11.2014 - 02.2018
Spa Director
Windsor Arms Hotel
01.2012 - 06.2013
Spa Consultant
The Dunfield Retirement Residence
01.2010 - 06.2011
Spa Consultant / Manager of Operations
Cobble Beach Golf Resort
01.2007 - 06.2009
Spa Consultant
Self-Employed
01.2005 - Current
Spa Management & Advanced Esthetics -
Alexandrian Institute
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