Spa & Wellness Assistant Manager

The Hotel

Our Mission

Guiding Principles

Responsibilities

• *General:*
• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Doha Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
• Ensure that all standards of LQE, MOQA and Forbes are followed consistently.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

Departmental

• Responsible for the daily operations of the Spa & Wellness including guest and colleagues’ interactions.
• Plan the rosters of Spa Concierge and attendants strategically based on operation needs.
• Taking Spa reservations and attending to guest enquiries when necessary.
• Daily walkthroughs should be conducted to ensure that all SOPs and MOD tasks are addressed throughout the Spa & Wellness.

Customer Focus

• Dealing with guest enquiries via phone, email and face to face.
• Ensure that all guest enquiries are taken care of within 12 hours.
• Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability.
• In the absence of Senior Director of Spa & Wellness, meet up with VIPs, journalists and invited guests.
• Organise internal and external mystery shoppers to help increase and stay consistent in terms of quality standards.

Colleague Relations

• Conduct refresher trainings for Spa Concierge and Spa Attendants. Refresher trainings include departmental Standard Operating Procedures (SOPs).
• Review of all SOP Checklists for all colleagues are in order and training hours are tracked. Update Training Matrix accordingly.
• Monthly training plans to be sent to Learning & Development Manager.

Administrative Duties

• Responsible for end of month spa retail inventory and submit to Senior Director of Spa & Wellness.
• Assist with Month End Closing reports in the absence of Senior Director of Spa & Wellness.
• Ensure that product retail display at The Spa and Spa Boutique is fully stocked and well presented at all times.
• Raise the necessary Purchase Requests in Moreton Bay System for all retail and professional products.
• To upkeep the Guest Database in SpaSoft. On a bi-monthly basis, to forward the Guest Database List to Marketing Communications department.

Engineering

• Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear. Ensure all processes are in compliance with the Safe, Sound & Sustainable guidelines.
• Review HOTSOS work orders report and ensure that follow ups has been done as and when requires.