Position Title:              Spa Assistant Manager

Reports To:                 Spa Director

Level:                          Management

Supervises:                  Concierge and Attendants

Location:                     Mandarin Oriental, Boston

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Situated in the heart of the Back Bay overlooking Boylston Street, Mandarin Oriental, Boston will introduce a stunning new façade to one of the most desirable addresses in Boston. Our luxurious 138 guest rooms and 12 suites will set the standard for spaciousness, combining classic Bostonian residential elegance with refined hints of our Oriental heritage. Our spa will introduce Boston to world-acclaimed and unique Mandarin Oriental therapies.

Strategic Intent

It is the mission and intent of this position that the colleague will take full responsibility for all aspects of the Spa and Fitness operations.

Scope of Position

The Spa Assistant Manager is responsible for, but not limited to, the overall spa and fitness staff and functions.

Organizational Structure

The Spa Assistant Manager will report directly to the Spa Director

Purpose:

Under the guidance of the Spa Operations Manager and within the limits of the Mandarin Oriental Policies, ensure that all operational procedures, codes of conduct and standards of appearance set down by the Spa Director are adhered to by all staff. Help create a happy and motivated team and always ensure the smooth running of the spa.

Competences:

Composure

Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal (colleagues) and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers / colleagues in mind. Upholds and drives our LQEs through daily actions; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.

Humility

Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Developing Direct Reports and Others

Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organization; is a people builder and a motivator.

Directing Others

Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Managing Diversity

Manages all kinds and classes of people equitably; deals effectively and sensitively with all races, nationalities, cultures, disabilities, ages and both sexes. Hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.

Ethics, Values and Integrity

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidence; admits mistakes and flaws.

Duties & Responsibilities

• Organize and facilitate Concierge training.
• Ability to cover all MOD shifts daily including daily closing with concierge.
• Assisting concierge & therapists with SpaSoft and HMS questions and obstacles
• Describing treatments from a lay person’s perspective
• Training concierge about all other retail products, except treatment product lines.
• Training in how to book Spa packages describing the treatments that are included.
• Review that SOP’s have been taught by Spa Operations Manager and reassure standards have been met.
• Ensuring that all spa charging procedures are followed. Initiating accounting procedures. Monitor guest charges and reconciliation
•  Training colleagues on complaint resolution
• Maintaining concierge & therapist’s knowledge of LQE’s and Forbes standards are being executed.
• Overseeing service and upkeep of all equipment
• Responsible for complaint resolutions when necessary.
• Make reservations and check in guests when necessary.
• Assist in ensuring that mistakes mentioned are corrected and discuss procedures that were performed correctly.
• Ensure that all discounted and complimentary charges for treatments and products are processed accurately.
• Introducing the many aspects of a concierges’ responsibilities
• Report staff’s misconduct and/or irresponsibility
• Reviewing the book for the day and the following day to ensure that everything is booked and balanced correctly and efficiently for revenue maximization.
• Review and respond to e-mails and phone calls regarding spa, meetings, groups, and VIP’s.
• Verify individual concierge have complete and accurate financial reports at the end of shift.
• Work with Spa Operations Manager to conduct annual concierge performance reviews.
• Follow up and maintenance during MOD shift.
• Take part and contribute during the monthly spa meeting.
• Attend weekly planning meeting for all spa MODs.
• At least once per month, conduct and prepare a written agenda as well as written minutes of the spa concierge meeting. Meeting minutes will be distributed to the Spa management team.
• To ensure operational flow, discuss any issues. Follow up on Spa packages, special requests, and VIPs. Communicate information to all staff.
• Responsible for end of month spa retail inventory
• Assist with payroll.
• Assist with placing monthly inventory orders.
• Bi-monthly product arrival – open and inventory check, i.e., correct counts and broken products
• Ensure that the product retail display is fully stocked and always presentable.
• Read notes for every appointment and ensure that no mistakes have been made. Also ensure that appointments are in correct sequence. Maximize revenue by therapist availability and suite bookings.
• Assist with special guests, and responsible for coordination of group bookings and VIP’s.
• Manage Fitness Memberships and payments.
• Relevant issues, statistics, and planning
• Conduct regular walkthroughs to ensure that all SOPs and MOD tasks are addressed throughout the Spa.

Delighting our guests

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with customers
• Incorporates customer information as part of strategy.
• Understands the value of employees, customers, and profit link.
• Sustains performance.
• Can use planning tools in relation to customer needs.
• Confident with customers

Working together as Colleagues

• Communicates a compelling vision.
• Inspires co-operation and commitment.
• Adapts managerial style appropriately.
• Actively listens and builds on others’ ideas.
• Effectively understands and uses resources.
• Is culturally sensitive.
• Negotiates effectively.
• Excellent with written and verbal skills

Promoting a Climate of Enthusiasm

• Has energy and drive
• A sense of urgency
• Motivates others to provide quality standards.
• Communicates clearly and persuasively.
• Open to feedback and learning

Being the Best

• Achievement oriented
• Makes things happen.
• Has presence
• Has a positive impact and ability to influence
• Uses financial and other analytical framework.
• Generates innovative options.
• Adapts plans to suite change.
• Builds long term Brand Loyalty
• Seeks continuous improvement opportunities.

Delivering Shareholder Value

• Takes a helicopter view and keeps in focus.
• Understands and knows the business market.
• Clearly understands effective operating of a hotel
• Develops and implements strategy.
• Adapts strategies to changes.
• Aligns plans to strategies.
• Continuously seeks new opportunities.

Playing by the Rules

• Operates ethically.
• Removes Blockages
• Understands and uses performance management.
• High level of personal integrity
• Balances the needs of fellow colleagues and the company

Acting with responsibility

• Establishes accountability for self and others.
• Can identify core issues and problems.
• Balances intuition and good business sense.
• Takes and manages risk and change.
• Emotionally stable and mature
• Accepts feedback.
• Coaches’ others
• Manages responsibilities.

Other Core Competencies

Reading, writing and oral proficiency in the English language. Must be willing to work a flexible schedule to accomplish all major responsibilities and tasks.  Must be self-motivated. Must work in a safe, prudent, and organized manner. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, payroll systems, Internet applications and PBX/Switchboard Knowledge of specific spa industry applications is desirable, such as SMS and SpaSoft. Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel. Must have knowledge of current spa trends in the industry. Must be able to relate to all levels of management and colleagues. Must have excellent interpersonal and communication skills, able to network with contacts relevant to assist recruitment of concierge and business associates in the Spa Industry. Lead by example and be a mentor for spa colleagues to follow. (concierge) Must have technical awareness and knowledge of a wide variety of Spa treatments and products. Must be open to learning about treatments and concepts that derive from other cultures. Must have knowledge of leadership techniques. Must be capable of training. Must be familiar with inventory control and customer care. Must have the ability to remain levelheaded in challenging situations.