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. Responsibilities include managing guest interactions, scheduling, training, inventory, and ensuring compliance with luxury standards.
Key Skills for This Role
Responsibilities
- Responsible for the daily operations of the Spa & Wellness including guest and colleagues’ interactions
- Plan the rosters of Spa Concierge and attendants strategically based on operation needs
- Taking Spa reservations and attending to guest enquiries when necessary
- Daily walkthroughs to ensure all SOPs and MOD tasks are addressed throughout the Spa & Wellness
- 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 up 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 and submit to Senior Director
- Assist with Month End Closing reports in absence of Senior Director
Requirements
- Experience in spa operations management in a luxury hotel environment
- Strong guest service and communication skills
- Ability to manage rosters and training
- Knowledge of spa software systems (SpaSoft, Moreton Bay, HOTSOS)
Full Job Posting
The Hotel
- Mandarin Oriental, Doha is located in the heart of Msheireb Downtown Doha, offering 249 rooms, suites and serviced apartments, nine dining experiences, a spa, rooftop pool, and event venues.
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 to colleagues.
- Comply with MOHG Code of Conduct and all rules, regulations.
- Support all learning and development activities.
- Ensure standards of LQE, MOQA and Forbes are followed consistently.
- Safeguard stored information and maintain confidentiality.
- Support and adhere to policies relating to Safe, Sound and Sustainable at Mandarin Oriental.
- Comply with MOHG Social Media Policy.
- Zero tolerance on all forms of harassment or discrimination.
- Act as a hotel ambassador at all times.
- Carry out any additional duties requested by management.
Departmental Responsibilities
- Responsible for daily operations of Spa & Wellness including guest and colleagues’ 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 up 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 SOP Checklists and update Training Matrix.
- Send monthly training plans to Learning & Development Manager.
Administrative Duties
- Responsible for end of month spa retail inventory and submit to Senior Director.
- 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 for retail and professional products.
- 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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