Spa Operations Manager

3 days ago


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

We are seeking a highly skilled Assistant Spa Manager to join our team at Mandarin Oriental Hotel Group. As a key member of the Spa & Wellness department, you will be responsible for ensuring seamless operations and delivering exceptional guest experiences.

Key Responsibilities
  1. General:
  • Ensure compliance with corporate policies and standard operating procedures, as well as adherence to laws, rules, and regulations.

  • Safeguard stored information and maintain confidentiality, adhering to data protection guidelines.

  • Foster a culture of teamwork and support within the Spa & Wellness department, promoting open communication and collaboration.

  • Develop and implement strategies to enhance guest satisfaction, drive revenue growth, and improve operational efficiency.

  • Implement measures to minimize waste, reduce energy consumption, and promote sustainable practices within the spa environment.

  • Maintain accurate financial records, including tracking revenues, expenses, and inventory levels.

  • Provide guidance and coaching to Spa Concierge and Spa Attendant teams to ensure they meet performance expectations and adhere to company standards.

Departmental:Spa Operations
  • Oversee daily spa operations, including managing guest interactions, scheduling staff, and ensuring smooth service delivery.

  • Plan and coordinate spa events, treatments, and promotions, collaborating with internal stakeholders to achieve maximum impact.

  • Conduct regular walkthroughs to monitor quality standards, address any issues, and provide feedback to staff.

  • Manage relationships with external vendors, suppliers, and partners to ensure timely deliveries, high-quality products, and optimal pricing.

  • Analyze guest feedback, reviews, and ratings to identify areas for improvement and develop strategies to enhance the overall guest experience.

  • Collaborate with the Spa Director and other senior management to set strategic goals, prioritize initiatives, and allocate resources effectively.

  • Maintain up-to-date knowledge of industry trends, best practices, and regulatory requirements, applying this expertise to drive business growth and innovation.

Training and Development
  • Design and deliver training programs for Spa Concierge and Spa Attendant teams, focusing on skills development, product knowledge, and customer service excellence.

  • Create and maintain training materials, guides, and documentation to ensure consistency and accuracy.

  • Evaluate training effectiveness, identifying areas for improvement and making recommendations for future training initiatives.

  • Promote a culture of continuous learning and professional development within the Spa & Wellness department.

Customer Focus
  • Respond to guest inquiries and concerns in a timely, courteous, and professional manner, ensuring resolution and exceeding guest expectations.

  • Address guest complaints, providing empathetic listening, solutions, and follow-up to prevent reoccurrences.

  • Monitor guest feedback channels, analyzing comments, suggestions, and concerns to identify opportunities for improvement.


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