Jul 29, 2022

Mandarin Oriental, Washington DC

Spa Treatments Manager

United States of America

Washington, DC

Role Description

The Spa Treatments Manager is responsible for, but not limited to, the spa therapists and concierge functions. In addition, the direct functionality of the Spa Treatments Manager is to maintain high levels of service and all training aspects of the Spa treatments, products and reservation process. While at the same time ensuring levels of service are compliant with the standards outlined by the Group Spa division. The Spa Treatments Manager will report directly to the Director of Spa.


Conduct induction trainings for new therapists and concierge within the spa
Conduct treatment training of Mandarin Oriental Signature Spa therapies, Oriental Harmony and Spa Journeys to therapists and concierge
Signing off the spa monthly training calendar
Ensure Lead Therapists are kept up to date with the treatment knowledge/ treatment changes
Refresher training for all therapists and concierge to ensure comfort in the treatment descriptions to guests
Ensure all MOHG signature training /AA training is conducted on a regular basis
Review that Sop’s have been taught and ensure that standards are met.
Regularly training on the spa Sop’s with all spa staff
Keep your own knowledge in line with the industry
Review Departmental Learning Checklists for therapists and concierge are in order and training hours are tracked.
Consistent retail training for the entire team.
Organize mystery shops to help increase quality standards and scores, i.e. LRA, MOQA, LQE’s

Spa Operations

Guest complaints, therapist and concierge needs, telephone calls, reception desk
Complete Spa and Fitness tour to review standards, procedures and operational status
Coordinate scheduling annual leave and bank holiday entitlement for therapists
Review treatment rooms which include treatment trolley, closets upkeep Millwork, linens, treatment beds daily equipment upkeep to ensure all standards are met.
Responsible for motivating retail sales and ensure that all sales are recorded accurately
Will be responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resource Policy & Procedure Guide
Reading through emails regarding Spa, meetings, groups, and VIP’s
Replying to guest, vendor, sales and colleague’s emails
Professional treatment room inventory checks
Professional product inventory checks
Accountable for all professional stock in the spa
Ensuring that the treatment rooms are used to the maximum potential
Keeping track of training hours of the therapists
Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.
Spa concierge oversight
Responsible for spa reservations and online booking process
Complete daily MOD walk through checklist.

Departmental Meetings

Daily briefings with therapist and concierge team
Weekly meetings with Spa Director
Attend weekly meeting with Spa Director and Operations Manager
Monthly therapist meetings. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations. A written agenda must be prepared, and the Spa Treatment & Assistant Operations Manager will ensure written minutes are distributed to all spa staff and human resources following the meeting.
Attend monthly colleague meetings and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa staff
Attend weekly Operations meetings when the Spa Director is not on the property
Attend weekly meeting with Hotel General Manager

Human Resources

Conduct therapist annual reviews, probations, appraisals, and midyear discussions in conjunction with the Spa Operations Manager
Assist with weekly payroll
Responsible for timely documentation and the discipline of staff members in accordance with progressive discipline procedures outlined in Human Resources Policy & procedure guide.
Interview and provide practical training with all prospective therapists for the spa
Develop Spa Therapist and concierge promotion and career progression
Manage Time and Attendance of all therapists and Spa Concierge weekly
Ensure that all welcome packs are prepared for new therapist colleagues.


Ensure that the KPIs are up to date and review these at the end of each month.
Review inventory counts for the spa and sign off these accordingly.
Review the spa treatment turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met
Assist Spa Director with compilation of yearly budget
Complete monthly statistic reports. Submit to accounts at the end of each month and to Hong Kong on the 15th of each month
Calculate tips, retail commission day by day – appointment by appointment.
Submit Capex requests yearly and work through them making sure all requests have been carried out
Oversee monthly incentives for the Spa Therapists and concierge
Work with Spa Director and vendors to create exciting incentive programs for the team
Ensure all Professional invoices are accounted for and paid.
Check daily figures to keep on top of the spa revenue


Follow up on maintenance issues within the spa and treatment rooms
Conduct weekly walk through with chief engineer

Customer Relations

Handling guest complaints regarding treatments, therapists, and concierge
Co-ordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen


Ensure Stock checks are done twice per month for all professional stock
Ensure purchasing is submitted once per month for all professional related purchases
Ensure the end of the month inventory is completed– stock count of all professional products and all retail products used and sold in the spa
Ensure inventory is completed and transferred to the Spa holding stock
Assist in the evaluation of current products and new product lines for professional and retail use

New Treatment development

Conduct quarterly reviews of the treatments and product sales for the spa and evaluate these to see if any change is necessary
Responsible for the development of new treatments
Responsible to test and evaluate new product lines with the Spa Director

Sales and Marketing

Liaise with the PR department on Journalist bookings
Carry out Mystery Shops on our local Competitors and complete detailed report
Responsible for attending selected sales calls as and when is required
Conducting interviews with journalists when required
Assist Spa Director in the development of the new Sales and Marketing Plan and Event Planner
Develop Spa promotional plan in liaising with Spa Director and Operations Manager
Work on any brochure changes and update website as and when new promotions or changes take place

Planning and preparation

Ensure there is an easy to read, log of treatments that all therapists can perform
Monthly training plans to be sent to GST at the beginning of each month

Manager on Duty

Responsible for the operations of the entire Spa and Fitness and guest interaction
Review treatments and notes in Spa Soft

Events and Presentations

Attend regular industry job fairs and local events regarding spa employment
Off-site marketing and education

Role Requirements


2+ years of experience in a treatment manager/ spa operations role at a hotel spa or spa
Luxury Hotel experience strong preferred
Strong technical aptitude and knowledge of spa therapies
Prior experience leading junior managers/supervisors is required; those with direct related spa/hotel experience will be favored.
Fluent in English
Demonstrate superior knowledge and command of spa product lines and treatment protocols
Must understand the current legislation and licensure with regards to State laws for therapists
Must be willing to work flexible schedule including nights, weekends, and holidays
Computer literacy to include Microsoft outlook, Word, and Excel.
Good knowledge of safety and hygienical standards, rules and processes in a spa environment.
Computer skills are required; candidates must possess prior experience with Microsoft Office, Word, Excel, Power Point, MICROS, Spa Soft and other Spa booking software expertise is strongly favored.
Excellent communication and presentation skills required; must be fluent in English (both written and verbal).
Must possess direct customer service experience; superior guest resolution and service recovery skills are required.

About Us

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates over 30 hotels and residences in 20 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group.

Our Hotel

Set at the heart of the US capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the seat of power.