Spa & Wellness Assistant Manager
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Key skills for this role
About the Role
Mandarin Oriental, Doha is seeking an Assistant Manager for Spa Operations to oversee daily spa and wellness operations. The role involves managing guest and colleague interactions, scheduling, reservations, and ensuring quality standards.
Key Skills for This Role
Responsibilities
- Responsible for daily operations of the Spa & Wellness including guest and colleague interactions
- Plan rosters of Spa Concierge and attendants strategically based on operation needs
- Take Spa reservations and attend to guest enquiries when necessary
- Conduct daily walkthroughs to ensure SOPs and MOD tasks are addressed
- Deal with guest enquiries via phone, email and face to face
- Ensure all guest enquiries are taken care of within 12 hours
- Read notes for every appointment and assure no mistakes; maximize revenue by therapist availability
- In absence of Senior Director, meet with VIPs, journalists and invited guests
- Organise internal and external mystery shoppers to maintain quality standards
- Conduct refresher trainings for Spa Concierge and Spa Attendants
- Responsible for end of month spa retail inventory
- Frequent checks of equipment and facilities to ensure safety and prevent loss
Requirements
- Experience in spa operations management
- Knowledge of luxury hospitality standards (LQE, MOQA, Forbes)
- Ability to manage rosters and scheduling
- Strong guest service orientation
Full Job Posting
Scope of Position
- Assistant Manager – Spa Operations is responsible for overseeing the spa & wellness operations.
General Responsibilities
- Understand and disseminate all corporate and hotel policies and standard operating procedures.
- Comply with MOHG Code of Conduct.
- Support all learning and development activities.
- Ensure consistent follow of LQE, MOQA and Forbes standards.
- Safeguard stored information and maintain confidentiality.
- Support and adhere to Safe, Sound and Sustainable policies.
- Comply with MOHG Social Media Policy.
- Act as a hotel ambassador at all times.
Departmental Responsibilities
- Responsible for daily operations of the Spa & Wellness including guest and colleague interactions.
- Plan rosters of Spa Concierge and attendants strategically.
- Take Spa reservations and attend to guest enquiries.
- Conduct daily walkthroughs to ensure SOPs and MOD tasks are addressed.
Customer Focus
- Deal with guest enquiries via phone, email and face to face.
- Ensure all guest enquiries are taken care of within 12 hours.
- Read notes for every appointment and assure no mistakes; maximize revenue by therapist availability.
- In absence of Senior Director, meet with VIPs, journalists and invited guests.
- Organise internal and external mystery shoppers to maintain quality standards.
Colleague Relations
- Conduct refresher trainings for Spa Concierge and Spa Attendants.
- Review all SOP Checklists and update Training Matrix.
- Send monthly training plans to Learning & Development Manager.
Administrative Duties
- Responsible for end of month spa retail inventory.
- Assist with Month End Closing reports in absence of Senior Director.
- Ensure product retail display is fully stocked and well presented.
- Raise Purchase Requests in Moreton Bay System.
- Upkeep Guest Database in SpaSoft and forward to Marketing Communications bi monthly.
Additional Duties Engineering
- Frequent checks of equipment and facilities to ensure safety and prevent loss.
- Review HOTSOS work orders report and ensure follow ups.
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