Assistant Spa Operations Manager

Under the guidance of the Spa Director and within the limits of the Mandarin Oriental Policies, ensure that all operational procedures, codes of conduct and standards of appearance set down by the Spa Director are adhered to by all staff. Help create a happy and motivated team and ensure the smooth running of the spa at all times.

Duties & Responsibilities

• Organize attendant and concierge training
• Describing treatments from a lay person's perspective
• Teaching attendants about retail products
• Teaching how to book Spa packages describing the treatments that are included
• Review that SOP’s and standards have been met.
• Ensuring that all accounting procedures are followed. Initiating accounting procedures. Monitor guest charge and recollection
• Maintaining that all attendants & therapists have the LQE’s fresh and well-practiced at all times

• Overseeing service and appearance of all equipment
• Be the first point of contact for large groups. Manage the communication with group organizer. Offer competitive proposals. Co-ordinate appointments and update coordinator with itineraries. Finalize billing arrangements. On the day of event, be responsible for execution. Co-ordinate with other departments as applicable. i.e. F & B for lunch, hotel concierge for special requests
• Dealing with dissatisfied or disgruntled guests
• Spa Operations Manager takes reservations when necessary
• Assuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• Discussing the proper way to close out S&P charges for treatments and products and ensure that S & P emails are handled efficiently
• Introducing the many aspects of a attendants’ responsibilities that entail being a spa attendant
• Reviewing the book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
• Verify individual spa concierge has complete and accurate financial report at the end of shift
• Responsible for weekly payroll reports
• Answering questions from therapists regarding bookings and guest preferences
• Creating an effective schedule that meets the needs of the spa as well as works around the hours of the colleague’s availability and school. Changes are constant based on the unpredictability of the business. Verify accuracy of input in Spa Soft and room assignments
• Ensuring all therapists are being booked in the Correct room. Ensuring that all treatment rooms are used to the maximum potential
• Calculate Service Charges, tips, retail commission day by day – appointment by appointment. Verify accuracy of guest charges, S & P, A& G & Various hotel packages
• Follow up on maintenance in Fitness center and treatment room
• To ensure operational flow, discuss any issues. Follow up on Spa packages, special requests and VIPs. Communicate information to all staff

• Professional and Retail Inventory, guest supplies and non-product supplies. Ensuring competitive rates
• Meeting with new vendors
• Maximize revenue by therapist availability and suite bookings. Oversee room assignments

Experience

• A thorough knowledge of Spa industry

Other Core Competencies

• Reading, writing and oral proficiency in the English language.
• Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks.
• Must have mathematical skills, technical aptitude and spa operation knowledge.
• Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, payroll systems, Internet applications and PBX/Switchboard
• Knowledge of specific spa industry applications is desirable, such as Spa Soft.
• Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
• Must have knowledge of current spa trends in the industry
• Must be able to relate to all levels of management and colleagues.
• Must have excellent interpersonal and communication skills, able to network with contacts relevant to recruitment of receptionists and business associates in the Spa Industry.
• Must have technical awareness and knowledge of a wide variety of Spa treatments and products.
• Must have knowledge of holistic concepts that relate to the wellbeing of all guests in a spa environment.
• Must be open to learning about treatments and concepts that derive from other cultures.
• Must have knowledge of leadership techniques.

JOB FUNCTIONS:

Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement. Support company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement. Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position or assigned by the Spa Director.

PHYSICAL, COGNITIVE, SOCIAL AND ENVIRONMENTAL REQUIREMENTS

NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

PHYSICAL DEMANDS ANALYSIS

Position:

• Sitting
• Standing/walking

• Stair climbing to access various location within the hotel
• Picking up of boxes of retail products, salon products, brochures and treatment beds.

Repetitions:

• Sitting: 4 hours per day
• Standing/walking: 4 hours per day
• Stair climbing: 2x day
• Squatting/kneeling: occasionally
• Finger movements: continuous during computer use

Sensory:

• Sight for using computer and doing paperwork
• Must be able to climb stairs