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
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Reports to the Director of Rooms.
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Responsible for the operations of the entire Spa & Wellness including guest interactions.
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Review treatments and notes on Spa Soft.
Spa Operations
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Will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
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Complete Spa and Fitness tour to review standards, procedures, and operational status.
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Coordinate scheduling of duty rosters, annual leave, and bank holidays for all colleagues.
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Review treatment rooms which include treatment trolley, closets millwork, linens, treatment beds and equipment upkeep daily to ensure all standards are met.
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Responsible for motivating retail sales and ensure that all sales are recorded accurately.
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Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
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Reading and replying to the many essential emails, regarding Spa, meetings, groups, and VIP’s.
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Professional treatment room inventory checks.
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Professional product inventory checks.
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Accountable for all professional stock in the spa and storeroom.
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Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential.
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Keeping track of the training hours of the therapists.
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Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.
Inventory
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Ensure purchasing requests are submitted once per month or once every three months for all professional products.
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Ensure the end of the month inventory is completed in SpaSoft.
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Assist in the evaluation of current products and new product lines for professional and retail use.
Finance
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Ensure KPIs are updated at the end of each month.
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Review the spa treatments turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met.
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Yearly budget preparation.
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Monthly statistic reports preparation.
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Calculate tips, retail commission day by day – appointment by appointment.
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Oversee monthly incentives for the Spa colleagues.
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Creates exciting incentive programmes for the team.
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Ensure all professional invoices are accounted for and paid.
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Check daily figures to keep on top of spa revenue.
Training
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Conduct induction trainings for new therapists within the spa.
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Conduct treatment training of Mandarin Oriental Signature Spa therapies and Spa Journeys.
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Signing off the spa monthly training calendar.
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Refresher training for all therapists to ensure comfort in the treatment descriptions to guests.
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Ensuring all Mandarin Oriental Signature treatments refresher training is conducted on a regular basis.
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Review that Standard Operating Procedures (SOP) have been taught and standards are met.
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Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly.
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Continuous retail training for the entire team.
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Organise mystery shoppers to help increase and stay consistent in terms of quality standards.
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Keep your own knowledge in line with the industry.
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Customer Focus:
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Handling guest complaints in regard to treatments and therapists.
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Co-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.
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Colleague Relations:
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Administrative Duties:
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Follow up on maintenance issues within the spa and treatment rooms in HOTSOS.
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Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues.
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Review comments in LRA and TripAdvisor with the relevant Spa Colleagues.
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Additional Duties:
New Treatment Development
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Conduct bi-yearly reviews of the treatments and product sales for the spa and check if change is necessary.
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Responsible for the development of new treatments.
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Responsible to test and evaluate new product lines.
Sales and Marketing
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Liaise with the Communications on journalist bookings.
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Conducting interviews with journalists when is required.
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Development of the new Marketing Plan and Event Planner.
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Develop Spa promotional plan.
Skills & Qualifications
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NVQ level 3 in Beauty Therapy or equivalent CIDESCO, BTEC
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Therapy experience essential – 3-5 years Spa Management
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Spa knowledge and experience in a five-star luxury hotel environment is essential
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Must possess a strong knowledge of computer programs such as Microsoft Office, Windows, Outlook, Spa Soft
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Strong leadership skills
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Strong communication skills
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Ability to share knowledge with Colleagues
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Ability to apply knowledge to new situation
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Ability to work as part of a dedicated and passionate team
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Excellent personal presentation and interpersonal skills
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Experience of financial planning and management
Our commitment to you
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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.
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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.
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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.
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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.