Assistant Spa Manager

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Mandarin Oriental Hotel Group Full time

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

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