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    spa & wellness operations manager - Dubai, United Arab Emirates - Mandarin Oriental Hotel Group

    Mandarin Oriental Hotel Group
    Mandarin Oriental Hotel Group Dubai, United Arab Emirates

    Found in: Talent AE C2 - 4 hours ago

    Default job background
    Full time
    Description

    • It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
    • MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.
    • It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Jumeira Human Resources Strategic Policy.
    • It is part of your role and your responsibility to fully support all learning and development activities.
    • On The Job trainers and trainings.
    • Group Training Technique trainers and trainings.
    • Update and maintain a complete Training Matrix for your department.
    • Update and maintain Job Description and Job Specification Matrices for your department.
    • Ensure the colleagues career path and development needs are being prioritised and documented in accordance with the MO Profile online system.
    • Ensure that all standards of LQE, MOQA and Forbes are followed consistently.
    Manager on Duty


    • Responsible for the operations of the entire Spa & Wellness including guest interactions.
    • Review treatments and notes on Spa Soft.
    Spa Operations


    • In the absence of the Director of Spa & Wellness, will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
    • Complete Spa and Fitness tour to review standards, procedures and operational status.
    • Coordinate scheduling of duty rosters, annual leave and bank holidays for all colleagues.
    • Review treatment rooms which include: treatment trolley, closets millwork, linens, treatment beds and equipment upkeep on a daily basis to ensure all standards are met.
    • Responsible for motivating retail sales and ensure that all sales are recorded accurately.
    • Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
    • Reading and replying to the many essential emails, regarding Spa, meetings, groups and VIP s.
    • Professional treatment room inventory checks.
    • Professional product inventory checks.
    • Accountable for all professional stock in the spa and store room.
    • Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential.
    • Keeping track of the 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.
    • Ensure the bookings ate maximised for the day through effective spa yielding.
    Inventory


    • Ensure purchasing requests are submitted once per month or once every three months for all professional products.
    • Ensure the end of the month inventory is completed in SpaSoft.
    • Assist in the evaluation of current products and new product lines for professional and retail use.
    Departmental Meetings


    • Daily briefings with therapists.
    • Monthly meetings with all Spa colleagues. A written agenda must be prepared and Spa Treatments Manager will ensure written minutes are distributed to all spa colleagues and Human Resources following the meeting.
    • Attend all Operations meetings when the Director of Spa & Wellness is not on the property.
    Training


    • Conduct induction trainings for new therapists within the spa.
    • Conduct treatment training of Mandarin Oriental Signature Spa therapies, Oriental Harmony and Spa Journeys.
    • Signing off the spa monthly training calendar.
    • Refresher training for all therapists to ensure comfort in the treatment descriptions to guests.
    • Ensuring all Mandarin Oriental Signature treatments refresher training is conducted on a regular basis.
    • Review that Standard Operating Procedures (SOP) have been taught and standards are met.
    • Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly.
    • Continuous retail training for the entire team.
    • Organise mystery shoppers to help increase and stay consistent in terms of quality standards.
    • Keep your own knowledge in line with the industry.

    Customer Focus:

    • Handling guest complaints in regard to treatments and therapists.
    • Co-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.
    • Ensuring the team are on following all LQE and Forbes standards by doing regular spot checks and role plays with the team.

    Colleague Relations:

    • Conduct induction trainings for new spa colleagues within the spa.
    • Conduct team probations, midyear and year end reviews.
    • Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
    • Interview and trade test for all prospective therapists, spa concierge and spa attendants for the spa.
    • Manage the duty roster of all Spa therapists/specialist/spa attendants/spa concierge.
    • Monthly training plans to be sent to Learning & Development Manager.

    Administrative Duties:

    • Follow up on maintenance issues within the spa and treatment rooms in HOTSOS.
    • Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues.
    • Review comments in LRA and TripAdvisor with the relevant Spa Colleagues.
    • Ensure all month end reports are completed including the stats, daily stats, executive summary and KPI s.

    Additional Duties:

    Desired Candidate Profile




    Education:
    Any Graduation()


    Gender:
    nm


    Nationality:
    Any Nationality
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