Spa Operations Manager

Overview

Mandarin Oriental Muscat is looking for a Spa Operations Manager to join our Spa team.

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort with 150 guestrooms and suites, five restaurants and bars, a spa, and an outdoor swimming pool. The hotel features a ballroom and spaces for social and business events. An exclusive collection of 155 Residences complements the group’s service and amenities.

• 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; manage 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, equipment, linens, and inventory daily to ensure standards are met.
• Motivate retail sales and ensure all sales are recorded accurately.
• Document and address disciplinary matters for colleagues in line with Human Resources policy.
• Manage emails related to Spa, meetings, groups, and VIPs.
• Maintain professional treatment room and product inventory checks.
• Be accountable for all professional stock in the spa and storeroom.
• Ensure therapists are booked in the correct rooms and that treatment rooms are used to maximum potential.
• Track training hours for therapists and perform routine equipment and facilities safety checks.
• Maintain safety and prevent loss due to wear and tear.

• Submit purchasing requests once per month or every three months for all professional products.
• Complete end-of-month inventory in Spa Soft.
• Assist in evaluating current products and new lines for professional and retail use.

• Ensure KPIs are updated at the end of each month.
• Review spa treatment turn-away reports to maximize therapist time and meet financial objectives.
• Prepare yearly budgets and monthly statistics.
• Calculate tips and retail commissions daily; oversee monthly incentives for Spa colleagues.
• Develop incentive programmes and ensure professional invoices are accounted for and paid.
• Monitor daily figures to manage spa revenue.

• Conduct induction trainings for new therapists and training on Mandarin Oriental Signature Spa therapies.
• Publish the spa monthly training calendar and refresh training to ensure accurate guest descriptions.
• Ensure SOPs are taught and standards are met; track training hours and update the Training Matrix.
• Provide continuous retail training and organize mystery shoppers to maintain quality.
• Coordinate guest-focused activities and manage repairs and maintenance in coordination with engineering and housekeeping partners.
• Review comments in LRA and Trip Advisor with Spa colleagues.
• Support other duties as needed.

• Conduct bi-yearly reviews of treatments and product sales; develop new treatments and test new product lines.

• Liaise with Communications on journalist bookings and conduct interviews when required.
• Develop Marketing Plan, Event Planner, and Spa promotional plans.

• NVQ level 3 in Beauty Therapy or equivalent CIDESCO, BTEC
• Therapy experience essential – 3-5 years Spa Management
• Spa knowledge and experience in a five-star luxury hotel environment is essential
• Strong knowledge of computer programs such as Microsoft Office, Windows, Outlook, Spa Soft
• Strong leadership and communication skills
• Ability to share knowledge, 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:
  Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow continuously.
• MOstay:
  Complimentary nights and attractive rates for you and your loved ones as a MO family member.
• Health & Colleague Wellness: A variety of health benefits and wellness programmes are offered to all colleagues, globally.
• Retirement Plans:
  Different retirement plans based on service length and role.