Director of Spa and Wellness

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

The Hotel

Mandarin Oriental Bosphorus, Istanbul has become Mandarin Oriental Hotel Group's second hotel in Turkey. The hotel is located on the European side of Istanbul, in the luxurious residential district of Kuruçeşme, right next to the unique Bosphorus.

Redefining luxury with its sophisticated design and architecture inspired by Istanbul's uniquely beautiful mansions and palaces, our hotel is located on the shores of the Bosphorus with two outdoor pools in the city center with lush and generous gardens, 100 spacious rooms and suites with large living spaces, rich Sunday brunches with Turkish and international cuisine, Novikov Restaurant, the international representative of modern Asian and Italian cuisines; Olea & The Bar, offering the most exclusive flavors of Italian cuisine; Hakkasan, world-renowned for its innovative interpretation of China's traditional Cantonese cuisine; and Bosphorus Lounge, home to delicious snacks and tea-time rituals. The Spa at Mandarin Oriental Bosphorus, Istanbul is the city's most comprehensive health, beauty, and wellness center with 3,500 square meters of The Spa at Mandarin Oriental Bosphorus, Istanbul.

Duties and Responsibilities

• To be responsible for the development of the Spa & Fitness Yearly Budget, re-forecasting of the budget as and when is necessary.
• To be responsible for the compilation of the financial performance, Spa monthly profit and loss account and statistics.
• To review daily revenue updates on Spa Revenue master and financials produced by accounting daily and discuss with Management Team and Hotel Manager during the weekly meetings.
• To establish strategies for achieving the targets.
• To be responsible for motivating retail sales.
• To set achievable goals for spa colleagues, to include both treatment and retail goals.
• To work with budget goals and spreadsheets by understanding desired service/retail percentages and overall cost management.
• To sign off yearly Capex from Operations Manager.
• To review stock checks at the end of month for financial reports.
• To ensure that purchasing is aligned with budget.
• To select the product line with Assistant Director of Spa and Purchasing Manager.
• To frequent check of equipment and facilities to prevent loss of equipment due to negligence or wear and tear.
• During morning briefings to ensure any issues are discussed and provide information about special guests and groups that may be in house.
• To be sure about preparation for Special guests and VIPs with special needs.
• To reply to guest, vendor, sales, and colleague correspondence.
• To deal with any problems, enquiries, and complaints from spa guests.
• To handle email correspondence regarding Spa, meetings, groups, and VIP’s.
• To proactively handle service recovery situations.
• To ensure that mistakes are rectified and review/implement procedures to correct them.
• To make regular daily walkthroughs of the Spa, Fitness Centre & Kids Club to review all.
• To ensure and review that SOP’s are continuously updated for all Spa colleagues.
• To be responsible for maintaining the high standard of treatment, service, and attention to detail within the Spa.
• To be responsible for the enforcement of all policies and objectives within the spa.
• To control aspects of operational supplies and labor in the Spa.
• To develop Spa marketing plan and its activities together with the Director of Marketing and Communications and be responsible for the execution of the plan.
• To be responsible for the development of Marketing Strategies for the Spa, fitness department and Kids Club operations.
• To be responsible for the development of the Yearly Event Calendar.
• To ensure regular market research/studies are being conducted to understand the market trends within Istanbul and Internationally.
• To attend sales calls as and when is necessary.
• To meet with all new Heads of Departments by providing a tour of the spa and explaining the philosophy and culture of the Spa.
• To keep abreast of any developments in the spa industry.
• To prepare reports for the Hotel Manager about the need for new developments or changes to existing policies or objectives to keep abreast of market developments and new projects/services available.
• To make frequent competitor analysis and check when needed.
• To make strategic planning for assigned projects by organizing committees and following up with goals established on set timelines.
• On occasion to determine contingency plans with Hotel Manager hence business is exposed to unusual factors such as war, poor economy, or another external factors.
• To attend regular industry job fairs and local Spa colleague events, TV/Radio interviews, tradeshows for products & services.
• To mentor and strengthen other spa directors through on-site support and training, sharing best practices, responding to questions and requests for support, or identifying regional vendor partnerships that can benefit the Group.
• To provide support to new properties in development by reviewing or contributing to spa concept briefs and architectural plans with an eye towards operational success within the context of regional competition and demographics, recruitment, and on-boarding of spa colleagues, and providing pre-opening support and training.
• To liaise with other Spa Directors in the group to develop attractive group promotions.