Assistant Spa Manager

Mandarin Oriental Hotel Group; Riyadh; On-site; SAR 60,000 - 100,000; Full time

Job summary

An established industry player in hospitality is seeking an Assistant Spa Manager to oversee spa operations and enhance guest experiences. This role involves managing daily spa activities, conducting training sessions, and ensuring compliance with operational standards. The ideal candidate will be passionate about customer service and possess a strong background in hotel management. Join a team that values excellence and provides a supportive environment for both guests and staff, where your contributions will directly impact the quality of service and guest satisfaction. This is an exciting opportunity to grow in a prestigious hotel setting.

Qualifications

• Bachelor's degree in Hotel Management is essential.
• Strong focus on guest relations and operational management.

Responsibilities

• Manage daily operations of the Spa & Wellness department.
• Conduct training and ensure adherence to SOPs.
• Handle guest inquiries and maintain quality standards.

Skills

Guest Relations

Training and Development

Operational Management

Customer Service

Education

Bachelor of Hotel Management

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Responsibilities

1. General:

• Understand and disseminate corporate and hotel policies and standard operating procedures to colleagues.
• Ensure compliance with the MOHG Code of Conduct, laws, rules, and regulations.
• Support all aspects of the Mandarin Oriental, Riyadh Human Resources Strategic Policy.
• Support all learning and development activities.

• Ensure that all standards of LQE, MOQA, and Forbes are consistently followed.

• Safeguard stored information and not divulge any personal data concerning guests, customers, or colleagues without appropriate authority.
• Avoid unreasonable or inappropriate use of the hotel’s network, computers, or internet access.
• Adhere to all policies & procedures relating to Safe, Sound, and Sustainable at Mandarin Oriental.
• Comply with the MOHG Social Media Policy regarding content published on social media platforms.
• Maintain a zero-tolerance policy on all forms of harassment or discrimination.
• Act as a hotel ambassador at all times.
• Carry out any additional duties requested by management related to hotel operational activities.

Departmental:

Spa Operations

• Responsible for the daily operations of the Spa & Wellness including guest and colleague interactions.
• Plan the rosters of Spa Concierge and attendants based on operational needs.
• Take Spa reservations and attend to guest inquiries when necessary.
• Ensure operational flow and address any issues.
• Handle dissatisfied or disgruntled guests.
• Assist in correcting mistakes and discussing procedures.
• Conduct daily walkthroughs to ensure all SOPs and MOD tasks are addressed.
Departmental Meetings
• Conduct daily briefings with the concierge and attendant team.
• Hold weekly meetings with the Spa Operations Manager.
• Conduct weekly MOD meetings with Spa Director, Spa Operations Manager, and Spa Treatment Manager.
• Hold monthly meetings with concierge and attendants to address policies, procedures, and scheduling.
• Prepare for spa closure including email notifications and signage.

Training

• Organize training for Spa Concierge and Spa Attendant.
• Assist with Spa Soft questions and obstacles.
• Update training attendance reports and yearly planners monthly.
• Ensure SOPs are taught and standards are met.
• Train staff on handling difficult situations and challenging guests.
• Complete training and refresher training for Spa Concierge on signature treatments and products.

Finance

• Ensure all spa charging procedures are followed and monitor guest charges.
• Handle discounted marketing charges efficiently.
• Review bookings for the day and following day for revenue maximization.
• Ensure accurate financial reports are completed by individual concierges.
• Track Spa turn away business and redeem expired Gift Certificates.

Customer Focus:

Handle guest inquiries via phone, email, and face-to-face.

Ensure all guest inquiries are addressed within 12 hours.

In the absence of the Director of Spa & Wellness, meet with VIPs, journalists, and invited guests.

Organize internal and external mystery shoppers to maintain quality standards.

Company Industry: Hotels, Hospitality

Department / Functional Area: Chefs, F&B, Front Desk

Keywords: Assistant Spa Manager