Job CategorySpa Director
Company NameMandarin Oriental, Washington D.C.
Company TypeResort/Hotel Spa
Address1330 Maryland Avenue SW
Washington D.C., District of Columbia DC 20024 United States
Contact NameJeremy McCarthy https://www.mandarinoriental.com/careers
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 32 hotels and six residences in 23 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. Set at the heart of the U.S. 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 District Wharf.
The Director of Spa and Wellness will lead the business operation of the Spa, Pool and Fitness facilities and ensure the successful service delivery of Mandarin Oriental standards and uphold its world renowned reputation of a leader in the luxury spa experience. The Spa Director has the oversight of the successful financial performance and guest service performance of the Spa Operation. The Director of Spa and Wellness will report to the Hotel Manager and oversee all aspects of the Spa, Pool and Fitness facilities. Essential Functions • Coordinate the organization and administrative functions in the Spa Division. Ensure that all Spa reports and data are submitted on time to the relevant corporate and hotel offices. • Ensure total compliance with standards of operation and LQE standards of service at all times throughout division. • Ensure that staffing is maintained at an appropriate level to match business demand. • Participate in all regular and ad hoc operational meetings as required. • Participate in the formulation of strategic business plans for the hotel. • Leads the Spa operation in the commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel. • Establish monthly reporting system to monitor; Key Performance Indicators, operational expenses, project updates, LQE activities and other related tasks. • Handles all guest complaints expeditiously to complete resolution. • Manage projects and any other reasonable duties as required by hotel management. • Oversee fitness center and pool facilities to ensure compliance with MOHG standards. • Provide direction and supervision to the lifestyle boutique; create awareness and emphasis on retail and product offerings of the spa. In the discipline of human resources, job duties shall include: • Oversee Spa candidate selection and staffing. • Oversee staff performance of all Spa colleagues. • Develop middle management and supervisors through coaching within the Spa Division. • Ensure that the appraisal and succession planning systems and deadlines are utilized and adhered to. • Complete ownership for the ongoing training requirements in the division. • Ensure that disciplinary procedures are undertaken fairly and in accordance to hotel policies. • Lead by example and be a mentor for all spa colleagues to follow. • Ensure all colleagues participate in training for treatment & facial protocols in compliance with MOHG Corporate Spa directives. In the discipline of finance, job duties shall include: • Closely monitors on a daily, weekly and monthly basis the financial performance of the Spa operation providing solutions to improve problem areas and assisting in implementing corrective measures. • Participates in the preparation of the annual budget and marketing plan, taking ownership for the Spa Division. • Preparation of Spa Annual Capex plan and management of Capex projects and expenditure. • Contributes to the hotel's overall financial performance. • Provides monthly forecast of all Spa revenues and expenses for the next three months. • Ensure operations meet all relevant and established MOHG Audit requirements. In the discipline of information technologies, job duties shall include: • Research innovative new technology solutions in the Spa field. • Work with the IT department to ensure that all hardware is operational and updated. • Annual maintenance of the contingency systems that support IT&T equipment and systems. In the discipline of public relations/sales & marketing, job duties shall include: • Participates in public relations activities or other promotional activities designed at enhancing the image and profitability of the Spa department of the hotel. • Works with Sales and Public Relations to manage the roll out of the annual promotional schedule and to create additional programs or promotions to improve the profitability and image of the Spa operation. • Monitors and analyses the competitor operations in order to assess their activities and trends and to ensure top level performance in the Spa industry. • Review and analyze market trends globally and locally in order to keep up to date in our own operation. • Work closely with Director of Engineering to oversee maintenance of all Spa areas as required. • To ensure that the safety levels required in the pool operation are adhered to at all times. • Consistently strive for a higher level of achievement both personally and professionally.
• Minimum 5+ years' experience in a director role at a hotel spa; luxury segment experience strongly preferred. • Strong technical aptitude and knowledge of spa operations. • Demonstrated superior knowledge and command of spa product lines and treatment protocols. • Knowledge of specific spa industry applications and operating systems (such as Spasoft). • Must understand the current legislation and licensure in regards to State laws for therapists. • 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 . • Reading, writing and oral proficiency in the English language. • Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. • Self-motivated. • Experience with directing moderate to large workforce (20 + employees). • Strong mathematical skills and ability to navigate through a complex P&L. • Computer literacy to include: Excel, Microsoft Word, Power Point, Microsoft Outlook. • Must possess ability to coordinate multiple tasks with accuracy and ease. • Must possess strong organizational skills. • Excellent communication skills both written/verbal. • Problem solver. • Possess high degree of stamina, agility and flexibility. Desirable • Prior retail experience preferred. • Four year college degree preferred. • Prior operational experience as a therapist and/or esthetician preferred. Working with us means… We are dedicated to delighting our guests and colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility. Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations. Equal Employer Opportunity statement Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.