Assistant Spa Manager
2 days ago
- General:
- Understand and disseminate all corporate and hotel policies and standard operating procedures to colleagues.
- Comply with MOHG Code of Conduct and all relevant laws and regulations.
- Support 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 personal data without appropriate authority.
- Avoid unreasonable use of the hotel's network, computers, or internet access.
- Adhere to policies relating to Safe, Sound, and Sustainable at Mandarin Oriental.
- Comply with the MOHG Social Media Policy regarding published content.
- Maintain zero tolerance for harassment or discrimination.
- Act as a hotel ambassador at all times.
- Carry out additional duties requested by management related to hotel operations.
- Ensure that all standards of LQE, MOQA, and Forbes are consistently followed.
- Departmental:
Spa Operations
- Oversee daily operations of the Spa & Wellness, including guest and colleague interactions.
- Plan rosters for Spa Concierge and attendants based on operational needs.
- Handle Spa reservations and guest inquiries as necessary.
- Ensure operational flow and address any issues.
- Manage dissatisfied guests and correct mistakes.
- Conduct daily walkthroughs to ensure SOPs and MOD tasks are addressed.
- Daily briefings with concierge and attendant teams.
- Weekly meetings with Spa Operations Manager and Spa Director.
- Monthly meetings to address policies, procedures, and team concerns.
Training
- Organize Spa Concierge and Spa Attendant training sessions.
- Assist with Spa Soft questions and obstacles.
- Update training attendance reports monthly and send to Human Resources.
- Review SOPs and ensure standards are met.
- Train staff on handling difficult situations and challenging guests.
Finance
- Ensure adherence to spa charging procedures and monitor guest charges.
- Review daily bookings for accuracy and efficiency.
- Track Spa turn away business and redeem expired Gift Certificates monthly.
- Customer Focus:
Handle guest inquiries via phone, email, and face-to-face, ensuring responses within 12 hours.
Meet with VIPs and journalists in the absence of the Director of Spa & Wellness.
Organize internal and external mystery shoppers for quality assurance.
- Colleague Relations:
Conduct refresher trainings and review SOP Checklists for all colleagues.
Send monthly training plans to Learning & Development Manager.
- Administrative Duties:
Manage end-of-month spa retail inventory and assist with Month End Closing reports.
Ensure retail displays are stocked and well-presented.
Maintain the Guest Database in SpaSoft and forward updates to Marketing Communications.
- Additional Duties:
Conduct frequent checks of equipment and facilities for safety compliance.
- Health and Safety:
Maintain all spa operations to Health and Safety Standards.
Sustainable Responsibilities:
- Implement eco-friendly practices and educate guests/colleagues on sustainability initiatives.
- Support sustainability initiatives and knowledge of waste sorting and recycling procedures.
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