Job CategorySpa Management
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 http://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 Treatment Manager is responsible for, but not limited to, the spa therapists and functions. In addition, the direct functionality of the Treatment Manager is to maintain high levels of service and all training aspects of the Spa treatments and products. While at the same time ensuring levels of service are compliant with the standards outlined by the Group Spa division. • 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. Duties and Supporting Responsibilities • 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. • Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position or assigned by the Spa Director. 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 • Ensure Treatment Supervisor are kept up to date with the treatment knowledge/ treatment changes • Refresher training for all therapists to ensure comfort in the treatment descriptions to guests • Ensure all MOHG signature training /AA training is conducted on a regular basis • Review that Sop’s have been taught and ensure that standards have been met. • Regularly training on the spa Sop’s with all spa staff • Keep your own knowledge in line with the industry • Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. • Review treatment supervisor training hours • Continual Retail training for the entire team. • Organise mystery shops to help increase quality standards and scores, i.e. LRA, Richey, GAP Spa Operations • Guest complaints, Therapist needs, Telephone calls, Reception desk • Complete Spa and Fitness tour to review standards, procedures and operational status • Coordinate scheduling of rotas, annual leave and bank holiday entitlement for Treatment Supervisor and Therapists • Review treatment rooms which include: Treatment Trolley, closets upkeep Millwork, linens, treatment beds 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 • Will be responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outline in Human Resource Policy & Procedure Guide • Reading through the many essentials emails that deal regarding Spa, meetings, groups, and VIP’s • Replying to guest, vendor, sales and colleague’s emails • Professional treatment room inventory checks • Professional product inventory checks • Accountable for all professional stock in the spa • Ensuring all therapists is being booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential • Keeping track of the and 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. Complete daily MOD walk through checklist. Departmental Meetings • Daily briefings with therapist team • Weekly meetings with Spa Director • Attend weekly meeting with Spa Director and Operations Manager • Monthly therapist meetings. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations. A written agenda must be prepared, and treatment manager will ensure written minutes are distributed to all spa staff and human resources following the meeting. • Attend monthly colleague meetings and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa staff • Attend weekly Operations meetings when the Spa Director is not on the property • Attend weekly meeting with Hotel General Manager Human Resources • Conduct therapist annual reviews, probations, appraisals and mid year discussions in conjunction with the Treatment Supervisor • Responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resources Policy & procedure guide. • Interview and trade test for all prospective therapists for the spa • Deal with Spa Therapist and Treatment Supervisors promotion and career progression • Manage the Time and Attendants of all Spa Concierge and Spa Attendants weekly. • Ensure that all welcome packs are prepared for new therapist colleagues. Finance • Ensure that the KPIs are up to date and review these at the end of each month. • Review inventory counts for the spa and sign off these accordingly. • Review the spa treatment turn away reports regularly to ensure the maximisation of therapist time and that all financial objectives are being met • Assist Spa Director with compilation of yearly budget • Complete monthly statistic reports. Submit to accounts at the end of each month and to Hong Kong on the 15th of each month • Calculate tips, retail commission day by day – appointment by appointment. • Submit Capex requests yearly and work through them making sure all requests have been carried out • Oversee monthly incentives for the Spa Therapists • Work with Spa Director and vendors to create exciting incentive programmes for the team • Ensure all Professional invoices are accounted for and paid. • Check daily figures to keep on top of the spa revenue Engineering • Follow up on maintenance issues within the spa and treatment rooms • Conduct weekly walk through with chief engineer Customer Relations • Handling guest complaints in regard to treatments and therapists • Co-ordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen Inventory • Ensure Stock checks are done twice per month for all professional stock • Ensure purchasing is submitted once per month for all professional related purchases • Ensure the end of the month inventory is completed– stock count of all professional products and all other products used and sold in the spa • Ensure inventory is completed and transferred to the Spa holding stock. • Ensure the Spa holding stock is submitted to the Director of finance and the financial team • Assist in the evaluation of current products and new product lines for professional and retail use New Treatment development • Conduct quarterly reviews of the treatments and product sales for the spa and evaluate these to see if any change is necessary • Responsible for the development of new treatments • Responsible to test and evaluate new product lines with the Spa Director Sales and Marketing • Liaise with the PR department on Journalist bookings • Carry out Mystery Shops on our local Competitors and complete detailed report • Responsible for attending selected sales calls as and when is required • Conducting interviews with journalists when is required • Assist Spa Director in the development of the new Sales and Marketing Plan and Event Planner • Develop Spa promotional plan in liaising with Spa Director and Operations Manager • Work on any brochure changes and update website as and when new promotions or changes take place Planning and preparation • Ensure there is an easy to read, log of treatments that all therapists are able to perform • Monthly training plans to be sent to GST at the beginning of each month Manager on Duty • Responsible for the operations of the entire Spa and Fitness and guest interaction • Review treatments and notes on Spa Soft Events and Presentations • Attend regular industry job fairs and local events regarding spa employment • Off-site marketing and education
Minimum of 2 years’ experience in a treatment manager role at a hotel spa or spa; luxury segment experience strongly preferred; strong technical aptitude and knowledge of spa therapies; demonstrated superior knowledge and command of spa product lines and treatment protocols; must understand the current legislation and licensure in regards to State laws for therapists; must be able to relate to all levels of management and colleagues; must have excellent interpersonal and communication skills both written and verbal; 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; computer literacy to include: Microsoft outlook, Word, Excel. good knowledge of safety and hygienical standards, rules and processes in a spa environment.