Jul 29, 2022

Mandarin Oriental, Marrakech

Director of Spa & Wellness



Role Description

The Director of Spa & Wellness is responsible for the overall Spa, Fitness and Spa Pool operation. The Director of Spa & Wellness drive revenue and ensure standards are fulfilled. In addition, He/She provide a nurturing environment for the Spa team to allow the colleagues to provide a superior level of service to our guests and maintain all standards by creating unique experiences tailored to the guests needs.

Key Accountabilities & Responsibilities

Establish spa budgets and financial goals.
Develop and implement marketing strategies.
Interview all spa candidates to select the best available applicant for the position.
Manage the Spa team and inform colleagues about job responsibilities, performance expectations, guest service standards, MOHG policies and procedures.
Create effective weekly schedules that meet the needs of the spa as a business and taking into consideration colleague’s availability where applicable. Modify according to the changes in business levels.
Lead all Spa projects as needed and under the guidance of the Resort Manager & GM.
Develop service or retail goals and guide staff in goal achievement.
Coordinate facility schedules to maximize usage and efficiency.
Check spa equipment to ensure proper functioning.
Inventory products and order new supplies.
Stay on top of retail trends and any products that would be aligned with the MO brand.
Explores spa offerings during private times both in local and international destinations and reviews offerings and translates new ideas on own spa
Respond to customer inquiries or complaints.
Direct facility maintenance or repair.
Maintain client databases
Grows local spa membership base
Engages daily with FB clients and grows #fansofMO database
Sell products, services, and/or spa memberships to hotel and no hotel guests
Take reservations and check in guests when necessary.
Assists spa team in any daily tasks where necessary
Attends 10AM meeting and coordinates and shares guest daily activities with rest of team
Prepares and organize annual performance reviews with Spa team.
Assess employee performance and suggest ways to improve work.
Responsible for timely documentation and the discipline of the staff members.
Identify and coordinate training needs for the Spa team and organize and implement all trainings.
Review all relevant SOP’s and ensure standards have been met; retrain as needed and monitor to ensure standards are implemented.
Train colleagues in the use or sale of products, programs, or activities.
Train colleagues on complaint resolution. Explain how to handle difficult situations and challenging guests. Provide support and guidance as needed.
Maintaining team knowledge of LQE’s and that they are always practiced.
Assisting team with SpaSoft questions and obstacles.
Roll play scenarios with colleagues to ensure comprehension.
Ensure all FLHSS&E guidelines are trained and followed throughout the year.
Represents Spa team in all staff meetings and ensures that all topics related to Spa are represented
Responsible for taking end of month spa retail and professional inventory.
Review Spasoft reservations to ensure treatment sequence is correctly booked and colleagues have timely breaks.
Ensure services are distributed to enhance guest comfort and even and fair load for therapists.
Oversee the Spa’s FLHSS&E program, ensuring updates are completed and program runs smoothly. Work in tandem with the Treatments Manager to ensure compliance in all areas. Hold monthly meetings to assess all areas are current with paperwork, logs, SOP’s, and P&P’s.
Conduct monthly and quarterly inspections as required by Safe & Sound program. Update standards and logs as required.

Role Requirements

Key Competencies & Requirements

2+ years direct management experience; luxury hotel spa managerial experience will be strongly preferred.
Worked for reputable international Hotel company
Practices a healthy private lifestyle
Able to sell MO spa through own appearance and personality
Demonstrated business acumen and familiarity with spa reports, inventories, staff schedules, spa payroll, financials, etc.
Ability to work a flexible schedule including weekends, late evenings and holidays.
High school diploma or equivalent is required.
Bachelor's Degree in Hospitality or related field is preferred.
Massage therapy or related field is preferred.
Superior 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 favoured.
Excellent communication and presentation skills required; must be fluent in French and English (both written and verbal).
Must possess direct customer service experience; superior guest resolution and service recovery skills are required.
Ideally has future aspirations to grow in the spa /wellness business and /or wants to grow within MOHG group

About Us

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.