Job CategorySpa Management
Company NameMandarin Oriental, Boston
Company TypeResort/Hotel Spa
Address776 Boylston Street
Boston, Massachusetts 02199 United States
Contact NameJason Paluch
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.
The Assistant Spa Manager is responsible for the overall operation of the spa therapists, fitness staff, concierge, retail operations and manages the Spa in the absence of the Spa Director.
Essential functions Primary function to manage the daily operations of the Spa, including but not limited to ensuring that colleague daily responsibilities are delivered to standard, ensuring guest satisfaction and ensuring optimum revenue production and cost control in each area. Administer supportive leadership and effective coaching that facilitates continuous learning and skill development of colleagues. Make employment status recommendations in conjunction with Spa Director as dictated by colleague performance. Make hiring recommendations for open positions. Make recommendations on promotions, performance reviews, coaching and disciplinary action of colleagues. To supervise and conduct the safety of users and equipment of the spa and to ensure that the Health and Safety Policy and procedures are implemented and monitored in relation to cleanliness. Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment. To ensure operational flow, discuss any issues, and provide information of special attention guest and groups that may be in-house. Meet with the Spa Management Team weekly and monthly to review training schedules as well as other aspects of the Spa Operations. Attending morning Communication Meeting, Resume Meetings, and Pre-Cons and communicating necessary information to Spa Management team Manages and effectively executes guest recovery situations for the Spa. Maintains and monitors treatment provider schedules for purposes of maximizing treatments per provider on an hourly basis. Monitor inventory levels of professional supplies and assists with ordering, processing and stocking. Ensure appropriate quantities of linen, towels and robes have arrived daily. Monitor quality of clean linen arrivals. Administer and adhere to all FLHSS standards. Ensure all documents are updated daily. Ensure accurate counts and timely deployment of soiled linen, towels and robes for purposes of inventory control. Document attendance and follow up as necessary with attendance related issues (i.e. tardiness, excessive sick time). Offer the highest level of personalized service while maintaining a gracious, enthusiastic, helpful and professional attitude with all guests and colleagues. Create special conversations with guests which identify personal preferences in order to record in each guest's profile history. Requirements Previous experience in Spa Management setting. Luxury Spa Experience Strong verbal and written communication skills in the English language. Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. Bachelor's degree in health, fitness or related field, preferred. Must work in a safe, prudent and organized manner. Must have mathematical skills, technical aptitude and spa operation knowledge. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, PowerPoint and Internet applications. Knowledge of specific spa industry applications is desirable, such as spa soft. Must have knowledge of current spa trends in the industry Must be able to relate to all levels of management and colleagues. Must have excellent interpersonal and communication skills, able to network with contacts relevant to the spa. Lead by example and be a mentor for all spa colleagues to follow. Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body. Must have knowledge of holistic concepts that relate to the wellbeing of all guests in a spa environment. Must be open to learning about treatments and concepts that derive from other cultures. Must have knowledge of leadership techniques. To set a standard always be in professionalism, appearance and attitude as expected of all spa colleagues. To be adaptable and accountable for all actions. Must be capable of performing presentations and trainings. Must have good delegation skills to effectively have many projects running at the same time. Must understand the current legislation regarding State laws for therapists. Consistently strive for a higher level of achievement both personally and professionally