Spa Operations Manager 543407 Spa \& Wellness Full time Mandarin Oriental, Muscat **Spa Operations Manager** Mandarin Oriental Muscat is looking for a **Spa Operations Manager** to join our **Spa** team. Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. Mandarin Oriental is the award\-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought\-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting\-edge of luxury experiences. **Mandarin Oriental Muscat** Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one\-of\-a\-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events. For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world\-class amenities and sweeping sea or mountain views. ***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*** * Will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception. * Complete Spa and Fitness tour to review standards, procedures, and operational status. * Coordinate scheduling of duty rosters, annual leave, and bank holidays for all colleagues. * Review treatment rooms which include treatment trolley, closets millwork, linens, treatment beds and equipment upkeep daily to ensure all standards are met. * Responsible for motivating retail sales and ensure that all sales are recorded accurately. * Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy. * Reading and replying to the many essential emails, regarding Spa, meetings, groups, and VIP’s. * Professional treatment room inventory checks. * Professional product inventory checks. * Accountable for all professional stock in the spa and storeroom. * Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential. * Keeping track of the training hours of the therapists. * Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear. ***Inventory*** * Ensure purchasing requests are submitted once per month or once every three months for all professional products. * Ensure the end of the month inventory is completed in SpaSoft. * Assist in the evaluation of current products and new product lines for professional and retail use. ***Finance*** * Ensure KPIs are updated at the end of each month. * Review the spa treatments turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met. * Yearly budget preparation. * Monthly statistic reports preparation. * Calculate tips, retail commission day by day – appointment by appointment. * Oversee monthly incentives for the Spa colleagues. * Creates exciting incentive programmes for the team. * Ensure all professional invoices are accounted for and paid. * Check daily figures to keep on top of spa revenue. ***Training*** * Conduct induction trainings for new therapists within the spa. * Conduct treatment training of Mandarin Oriental Signature Spa therapies and Spa Journeys. * Signing off the spa monthly training calendar. * Refresher training for all therapists to ensure comfort in the treatment descriptions to guests. * Ensuring all Mandarin Oriental Signature treatments refresher training is conducted on a regular basis. * Review that Standard Operating Procedures (SOP) have been taught and standards are met. * Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly. * Continuous retail training for the entire team. * Organise mystery shoppers to help increase and stay consistent in terms of quality standards. * Keep your own knowledge in line with the industry. * *Customer Focus:* * Handling guest complaints in regard to treatments and therapists. * Co\-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen. * *Colleague Relations:* * *Administrative Duties:* * Follow up on maintenance issues within the spa and treatment rooms in HOTSOS. * Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues. * Review comments in LRA and TripAdvisor with the relevant Spa Colleagues. * *Additional Duties:* ***New Treatment Development*** * Conduct bi\-yearly reviews of the treatments and product sales for the spa and check if change is necessary. * Responsible for the development of new treatments. * Responsible to test and evaluate new product lines. ***Sales and Marketing*** * Liaise with the Communications on journalist bookings. * Conducting interviews with journalists when is required. * Development of the new Marketing Plan and Event Planner. * Develop Spa promotional plan. **Skills \& Qualifications** * 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 * Must possess a strong knowledge of computer programs such as Microsoft Office, Windows, Outlook, Spa Soft * Strong leadership skills * Strong communication skills * Ability to share knowledge with Colleagues * Ability to apply knowledge to new situation * Ability to work as part of a dedicated and passionate team * Excellent personal presentation and interpersonal skills * Experience of financial planning and management **Our commitment to you** * 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. When you work as hard as our colleagues do, it’s important to take time off. As a member of the \#MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones. * Heath \& Colleague Wellness. Finding the right work\-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally. * Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.