Spa Operations Manager Mandarin Oriental Hotel Group

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 daily 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 VIP s.
• Professional treatment room inventory checks.
• Professional product inventory checks.
• Accountable for all professional stock in the spa and storeroom.
• 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.

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 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 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.

1. Customer Focus:

• Handling guest complaints in regard to treatments and therapists.
• Co-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.

1. Colleague Relations:
2. Administrative Duties:

• 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.

1. Additional Duties:

New Treatment Development

• Conduct bi-yearly 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 3-5 years Spa Management
• Spa knowledge and experience in a five-star luxury hotel environment is essential
• 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