Spa and Wellness Manager

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences in prime destinations worldwide.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st-century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Doha

Mandarin Oriental, Doha is an intimate and stylish urban retreat, blending Qatari-influenced heritage with modern design. Located in the heart of Msheireb Downtown Doha, within walking distance to Souq Waqif, Museum of Islamic Art and a short distance to the business district, West Bay.

At Mandarin Oriental, Doha we welcome colleagues with the passion to deliver the best service and exceed our guest’s expectations.

Main Responsibilities

• Overseeing of Spa Reception and Retails, Male and Female Relaxation Rooms, Male and Female Changing Rooms, Heat and Water Experiences, Fitness, Pools, Linen Room, Preparation Room and Offices.
• In the absence of the Director of Spa & Wellness, they will be in charge of the daily spa operations, including but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
• Be the first point of contact for large groups. Manage communication with the group organizer. Offer competitive proposals. Co-ordinate appointments and update the coordinator with itineraries. Finalize billing arrangements. On the day of the event, be responsible for execution. Coordinate with other departments as applicable, e.g., F&B for lunch, and hotel concierge for special requests.
• Follow up on Spa packages, special requests, and VIPs. Complete the Spa and Fitness tour to review standards, procedures, and operational status.
• Dealing with dissatisfied or disgruntled guests.
• Ensure that mistakes are corrected and coach the staff member on the procedures performed correctly and those performed incorrectly.
• Reviewing the spa soft for the day and the week to ensure that everything is booked correctly and efficiently to maximize revenue.
• Reading through the many essential e-mails that deal with spas, meetings, groups, and vips. Also, replying to guest, vendor, sales and colleague emails.
• Creating an effective schedule that meets the needs of the spa and works around the hours of the colleague’s availability. Verify the accuracy of input in Spa Soft and room assignments.
• Responsible for motivating retail sales and ensuring that all sales are recorded accurately.

Requirements

• Good knowledge of computer systems is a must
• Prior experience with the SpaSoft system will be an advantage
• Minimum of 3 years experience in the same role
• Previous experience working in a 5-star hotel environment is a must
• Previous experience working in the Middle East region will be an advantage
• Clear communication; effective verbal and written communication skills in English

Tagged as: Hotel & Hospitality