Spa amp Wellness Operations Manager - Mandarin Oriental Hotel Group

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law and with all rules regulations and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental Jumeira Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
  • On The Job trainers and trainings.
  • Group Training Technique trainers and trainings.
  • Update and maintain a complete Training Matrix for your department.
  • Update and maintain Job Description and Job Specification Matrices for your department.
• Ensure the colleagues career path and development needs are being prioritised and documented in accordance with the MO Profile online system.
• Ensure that all standards of LQE MOQA and Forbes are followed consistently.
• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.

• You shall take all reasonable steps to safeguard stored information and not divulge or otherwise transfer any personal data concerning the guests customers or colleagues or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotels network computers or internet access which is in the hotels view unreasonable or inappropriate for example gambling chatroom or pornographic material is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy i.e. to be fully responsible for the content you publish on any social media platform including your personal site.
• Mandarin Oriental Jumeira has zero tolerance on all forms of harassment or discrimination i.e. it is strictly forbidden to discriminate on the basis of gender disability including physical or medical condition race colour religion national origin ancestry citizenship age sexual orientation marital status or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management related to hotel operational activities.

Manager on Duty

• Responsible for the operations of the entire Spa & Wellness including guest interactions.
• Review treatments and notes on Spa Soft.

Spa Operations

• In the absence of the Director of Spa & Wellness will be in charge of the daily spa operations which includes but not limited to guest complaints therapist needs telephone calls and Spa reception.
• Complete Spa and Fitness tour to review standards procedures and operational status.
• Coordinate scheduling of duty rosters annual leave and bank holidays for all colleagues.
• Review treatment rooms which include: treatment trolley closets millwork linens treatment beds and equipment upkeep on a daily basis to ensure all standards are met.
• Responsible for motivating retail sales and ensure that all sales are recorded accurately.
• Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
• Reading and replying to the many essential emails regarding Spa meetings groups and VIPs.
• Professional treatment room inventory checks.
• Professional product inventory checks.
• Accountable for all professional stock in the spa and store room.
• Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential.
• Keeping track of the training hours of the therapists.
• Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.
• Ensure the bookings ate maximised for the day through effective spa yielding.

Inventory

• Ensure purchasing requests are submitted once per month or once every three months for all professional products.
• Ensure the end of the month inventory is completed in SpaSoft.
• Assist in the evaluation of current products and new product lines for professional and retail use.

Departmental Meetings

• Daily briefings with therapists.
• Monthly meetings with all Spa colleagues. A written agenda must be prepared and Spa Treatments Manager will ensure written minutes are distributed to all spa colleagues and Human Resources following the meeting.
• Attend all Operations meetings when the Director of Spa & Wellness is not on the property.

Finance

• Ensure KPIs are updated at the end of each month.
• Review the spa treatments turn away reports regularly to ensure the maximisation of therapist time and that all financial objectives are being met.
• Assist Director of Spa & Wellness with compilation of yearly budget.
• Assist Director of Spa & Wellness with monthly statistic reports.
• Calculate tips retail commission day by day appointment by appointment.
• Oversee monthly incentives for the Spa colleagues.
• Work with Director of Spa & Wellness and vendors to create exciting incentive programmes for the team.
• Ensure all professional invoices are accounted for and paid.
• Check daily figures to keep on top of spa revenue.

Training

• Conduct induction trainings for new therapists within the spa.
• Conduct treatment training of Mandarin Oriental Signature Spa therapies Oriental Harmony and Spa Journeys.
• Signing off the spa monthly training calendar.
• Refresher training for all therapists to ensure comfort in the treatment descriptions to guests.
• Ensuring all Mandarin Oriental Signature treatments refresher training is conducted on a regular basis.
• Review that Standard Operating Procedures (SOP) have been taught and standards are met.
• Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly.
• Continuous retail training for the entire team.
• Organise mystery shoppers to help increase and stay consistent in terms of quality standards.
• Keep your own knowledge in line with the industry.

• Handling guest complaints in regard to treatments and therapists.
• Coordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.
• Ensuring the team are on following all LQE and Forbes standards by doing regular spot checks and role plays with the team.

• Conduct induction trainings for new spa colleagues within the spa.
• Conduct team probations midyear and year end reviews.
• Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
• Interview and trade test for all prospective therapists spa concierge and spa attendants for the spa.
• Manage the duty roster of all Spa therapists/specialist/spa attendants/spa concierge.
• Monthly training plans to be sent to Learning & Development Manager.

• Follow up on maintenance issues within the spa and treatment rooms in HOTSOS.

• Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues.
• Review comments in LRA and TripAdvisor with the relevant Spa Colleagues.
• Ensure all month end reports are completed including the stats daily stats executive summary and KPIs.

New Treatment Development

• Conduct biyearly reviews of the treatments and product sales for the spa and check if change is necessary.
• Responsible for the development of new treatments.
• Responsible to test and evaluate new product lines with the Director of Spa & Wellness.

Sales and Marketing

• Liaise with the Communications on journalist bookings.
• Conducting interviews with journalists when is required.
• Assist Director of Spa & Wellness in the development of the new Marketing Plan and Event Planner.
• Develop Spa promotional plan in liaising with Director of Spa & Wellness.

Skills & Qualifications

• NVQ level 3 in Beauty Therapy or equivalent CIDESCO BTEC
• Therapy experience essential 35 years Spa Management
• Spa knowledge and experience in a fivestar luxury hotel environment is essential
• Preopening experience is a MUST
• Must possess a strong knowledge of computer programs such as Microsoft Office Windows Outlook Spa Soft
• Strong leadership skills
• Strong communication skills
• Ability to share knowledge with Colleagues
• Ability to apply knowledge to new situation
• Ability to work as part of a dedicated and passionate team
• Excellent personal presentation and interpersonal skills
• Experience of financial planning and management