Spa Operations Manager

Overview

Spa Operations Manager

Mandarin Oriental Muscat is seeking a Spa Operations Manager to join the Spa team. This role focuses on managing spa and wellness operations, guest interactions, and ensuring service standards across the spa and related facilities.

Mandarin Oriental is a renowned owner and operator of luxury hotels, resorts and residences worldwide, known for legendary service inspired by Asian heritage and cutting-edge luxury experiences. Mandarin Oriental Muscat is a premium beachfront destination with 150 guestrooms and suites, five restaurants and bars, a spa, and event spaces.

• Manager on Duty – Reports to the Director of Rooms. Responsible for the operations of the entire Spa & Wellness including guest interactions. Review treatments and notes on Spa Soft.
• Spa Operations – Daily spa operations including guest complaints, therapist needs, telephone calls and Spa reception. Complete spa and fitness tours to review standards, procedures, and operational status. Coordinate scheduling of duty rosters, annual leave, and bank holidays for all colleagues. Review treatment rooms to ensure standards are met. Motivate retail sales and ensure accurate sales records. Document discipline in accordance with HR policies.
  
  Manage emails related to Spa, meetings, groups, and VIPs. Conduct professional inventory checks for products and equipment. Ensure therapists are booked in the correct rooms and maximize room usage. Track training hours. Perform regular safety checks of equipment and facilities.
• Inventory – Manage purchasing requests monthly or quarterly for professional products. Complete end-of-month inventory in Spa Soft. Assist in evaluating current products and new product lines for professional and retail use.
• Finance – Update KPIs monthly. Review treatment turn-away reports to maximize therapist time and financial objectives. Prepare yearly budgets and monthly statistics. Manage tips and retail commissions by appointment. Oversee monthly incentives for Spa colleagues and ensure professional invoices are accounted for. Monitor daily figures to track spa revenue.
• Training – Conduct induction trainings for new therapists; deliver treatment training for Mandarin Oriental Signature Spa therapies. Sign off on the spa monthly training calendar. Provide refresher training to ensure accurate treatment descriptions to guests. Ensure SOPs are taught and standards are met. Track training hours and maintain the Training Matrix. Organize mystery shoppers to uphold quality standards. Maintain current industry knowledge.
• Customer Focus – Handle guest complaints regarding treatments and therapists. Coordinate Lifestyle Consultation forms for guests with special medical considerations.
• Colleague Relations & Administrative Duties – Follow up on maintenance issues within the spa and treatment rooms using HOTSOS. Conduct weekly walkthroughs with the assistant chief engineer on outstanding maintenance issues. Review comments on LRA and Trip Advisor with Spa colleagues.
• Additional Duties – Participate in new treatment development and testing of product lines.
• New Treatment Development – Conduct bi-yearly reviews of treatments and product sales; develop new treatments and test new product lines.
• Sales & Marketing – Liaise with Communications on journalist bookings, conduct journalist interviews when required, develop the marketing plan and event planner, and implement Spa promotional plans.

• NVQ Level 3 in Beauty Therapy or equivalent (CIDESCO, BTEC)
• Therapy experience essential – 3–5 years in Spa Management
• Spa knowledge and experience in a five-star luxury hotel environment
• Strong knowledge of computer programs (Microsoft Office, Windows, Outlook, Spa Soft)
• Strong leadership and communication skills; ability to share knowledge
• Ability to apply knowledge to new situations and work as part of a dedicated team
• Excellent personal presentation and interpersonal skills
• Experience in financial planning and management

• Learning & Development programs to support your career growth
• MOstay program with complimentary nights and favorable rates
• Health & Colleague Wellness benefits
• Retirement plans dependent on service length and role