AMY McMILLAN
Edinburgh,United Kingdom
Summary
Global spa and wellness executive with 10+ years of leadership experience across large-scale cruise operations, specialising in revenue growth, fleet-wide standardisation, and luxury guest experience delivery. Proven ability to lead complex, multi-ship, multi-brand wellness portfolios across both commercial and luxury cruise segments, with full accountability for commercial performance and operational excellence. Formerly responsible for spa operations representing 13% of total company net profit, partnering directly with cruise line executives to deliver profitable, innovative, and brand-aligned wellness strategies at scale. Recognised for translating wellness vision into commercially successful, operationally robust global programs.
Overview
9
9
years of professional experience
Work history
DIRECTOR OF OPERATIONS – GLOBAL SPA & WELLNESS
OneSpaWorld
2025.02 - 2025.11
- Cruise Brands: Princess Cruises & Virgin Voyages
- Executive lead for spa and wellness operations across two major global cruise brands, overseeing large multi-ship fleets and high-volume onboard wellness and beauty programs.
- Full accountability for commercial performance, strategic planning, and operational execution, managing operations representing 13% of company net profit.
- Defined and delivered fleet-wide strategies to maximise onboard revenue, optimise cost structures, and elevate guest satisfaction.
- Led cross-functional onboard and shoreside leadership teams to ensure consistent service delivery, operational compliance, and financial performance.
- Drove product mix optimisation, pricing strategy, and yield management to increase guest spend per sailing.
- Partnered directly with cruise line executives and internal senior leadership to align wellness vision, launch new concepts, and strengthen brand positioning globally.
- Owned recruitment strategy, leadership development, and succession planning across diverse international teams.
- Fostered a culture of continuous improvement, promoting operational excellence across the organisation.
DIRECTOR, GLOBAL MEDI-SPA STRATEGY & INNOVATION
OneSpaWorld
2023.12 - 2025.02
- Directed Medi-Spa strategy and operations across 175 ships, aligning global revenue, staffing models, inventory, and clinical governance.
- Led fleet-wide rollout of new medical-aesthetic services, technologies, and retail offerings across multiple cruise brands.
- Oversaw recruitment, training, and deployment of onboard Doctors and Nurses, ensuring compliance with medical, maritime, and brand standards.
- Analysed enterprise performance data to identify revenue growth, efficiency, and innovation opportunities at scale.
- Partnered with senior cruise line stakeholders to ensure consistent guest experience, regulatory compliance, and innovation across the fleet.
MANAGER OF OPERATIONS – LUXURY CRUISE PORTFOLIO
OneSpaWorld
2022.05 - 2023.12
- Cruise Brands: Regent Seven Seas Cruises & Oceania Cruises
- Led end-to-end spa and wellness operations across ultra-luxury cruise portfolios, delivering exceptional guest experience and strong commercial performance.
- Played a key role in the transition of spa operations from Canyon Ranch to OneSpaWorld, including post-COVID return-to-service and fleet-wide rollout.
- Drove revenue growth through upselling strategy, performance coaching, and enhanced guest programming.
- Oversaw recruitment, scheduling, training, and performance management across large international teams.
- Implemented SOPs, stock controls, and compliance frameworks to improve operational efficiency and cost management.
SALES & REVENUE SUPERVISOR – GLOBAL RETAIL
OneSpaWorld
2019.06 - 2022.05
- Oversaw global retail sales performance for 180 hair and nail teams across cruise operations.
- Delivered extensive onboard training in product knowledge and sales techniques, driving consistent achievement of revenue targets.
- Acted as brand ambassador for partners including L’Oréal, Kérastase, and CND.
SPA MANAGER – HIGH-VOLUME CRUISE OPERATIONS
OneSpaWorld
2016.09 - 2019.06
- Managed onboard spa operations delivering monthly revenue targets exceeding $1M, consistently achieving or surpassing commercial KPIs.
- Led multidisciplinary teams of up to 35 staff, driving performance through sales leadership, guest engagement, and service excellence.
- Built a strong foundation in high-volume cruise wellness operations, revenue optimisation, and guest experience management.
Skills
- Global Spa & Wellness Strategy (Cruise & Hospitality)
- P&L Ownership & Revenue Optimisation
- Commercial & Luxury Brand Segmentation
- Fleet-Wide Brand Consistency & Standardisation
- Luxury Guest Experience Design
- Medi-Spa & Medical Aesthetics Strategy
- Senior Stakeholder & Cruise Line Partnerships
- Multi-Cultural Workforce Leadership (Ship & Shore)
- Product, Retail & Treatment Concept Development
- Data-Driven Performance & Yield Management
- Talent Development & Succession Planning
Timeline
DIRECTOR OF OPERATIONS – GLOBAL SPA & WELLNESS
OneSpaWorld
2025.02 - 2025.11
DIRECTOR, GLOBAL MEDI-SPA STRATEGY & INNOVATION
OneSpaWorld
2023.12 - 2025.02
MANAGER OF OPERATIONS – LUXURY CRUISE PORTFOLIO
OneSpaWorld
2022.05 - 2023.12
SALES & REVENUE SUPERVISOR – GLOBAL RETAIL
OneSpaWorld
2019.06 - 2022.05
SPA MANAGER – HIGH-VOLUME CRUISE OPERATIONS
OneSpaWorld
2016.09 - 2019.06