Spa Operations Manager
Mandarin Oriental Muscat is looking for a Spa Operations Manager to join our Spa team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Mandarin Oriental Muscat
Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.
For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.
Manager on Duty
- Reports to the Director of Rooms.
- Responsible for the operations of the entire Spa & Wellness including guest interactions.
- Review treatments and notes on Spa Soft.
Spa Operations
- 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.
Finance
- Ensure KPIs are updated at the end of each month.
- Review the spa treatments turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met.
- Yearly budget preparation.
- Monthly statistic reports preparation.
- Calculate tips, retail commission day by day – appointment by appointment.
- Oversee monthly incentives for the Spa colleagues.
- Creates 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.
- 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.
- Colleague Relations:
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.
- 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.
Sales and Marketing
- Liaise with the Communications on journalist bookings.
- Conducting interviews with journalists when is required.
- Development of the new Marketing Plan and Event Planner.
- Develop Spa promotional plan.
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
Our commitment to you
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.