Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences (LQE’s) and Company’s Pillars, 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.
Perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Director of Spa.
Overseeing of spa reception and retails, male and female relaxation rooms, changing rooms, heat and water experiences, linen room, preparation room and offices.
Be the first point of contact for large groups. Manage the communication with group organizer. Offer competitive proposals. Coordinate 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
Ensure that mistakes are corrected and coach the staff member on the procedures that were performed correctly and those that were performed incorrectly
Discussing the proper way to close out S&P charges for treatments and products and ensure that emails are handled efficiently
Reviewing the spa soft for the day and the week to ensure that everything is booked correctly and efficiently for revenue maximization
Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, vendor, sales and colleague emails.
Verify individual spa concierge has complete and accurate financial report at the end of shift
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. Verify accuracy of input in Spa Soft and room assignments
Ensuring all therapists are being booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential
To ensure operational flow, discuss any issues.
Attend hotel daily briefing as and when the Director of Spa is not on the property
Previous experience in the same role in a luxury hotel brand / environment
Functional and technical skills
Problem solving ability
Organized and excellent in time management
Working at Mandarin Oriental isn’t just a job; it provides an opportunity to build a career for life with the potential to travel the world within our unique organization. Our people aim high and we support them all the way by providing career advancement and Learning and Development programmes designed to enable our colleagues to be the best. We do this by developing our Colleagues and encouraging them to take on new challenges, thus allowing us to identify their potential and help them expand their careers as the groups expansion plans take effect over the next few years with many new hotel openings on the horizon.