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Assistant Spa Director

Miami, FL, United States, Florida, United States

Assistant Spa Director

  • Miami, FL, United States
  • Spa & Fitness Division
  • Full time

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 44 hotels with more than 11,000 rooms in 28 countries in key business and leisure destinations.

The Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with a Miami’s only private beach and Florida’s only Forbes triple 5-star property.  

Strategic Intent

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Spa therapists and treatment areas.

Scope of Position

The Assistant Spa Director is responsible for, but not limited to, help drive revenue and ensure standards are full filled. In addition the direct functionality of the Assistant Spa Director is to provide a nurturing environment for the therapist staff in order to allow the therapists to provide superior service to our guests,  maintain all Operating aspects of the Spa and Treatment areas and encourage spa home care sales and repeat guest reservations.

Organisational Structure

The functional positions of the Assistant Spa Director, Spa & Retail Manager, Assistant Spa Manager, and Supervisor will be reporting to the Spa Director. The functional positions of Lead Therapist will report to the Assistant Spa Director.

Duties and Supporting Responsibilities


  • Identify and coordinate training needs for therapists with Spa Lead Therapist.
  • Day-to-day retail product reminders for therapists for guests’ benefit and retail sales.
  • Review that SOP’s have been taught by Spa Lead Therapist and standards have been met.
  • Explain how to handle difficult situations and challenging guest. Provide support and guidance as needed.
  • Explain and assist therapists in dealing with inappropriate behaviour by guests.
  • Ensure LQEs are alive and used consistently



Spa Operations

  • Ensure therapists are guided in a warm and nurturing environment in order to be able to provide our guests with healing and therapeutic services.
  • Oversee treatment rooms and appearance of all treatment equipment with the assistance of Assistant Spa Manager.
  • Encourage homecare sales in order to drive revenue and brand recognition.
  • Encourage repeat guest reservations to drive revenue and care of guests’ wellbeing.
  • Create incentive programs to motivate therapist colleagues and drive revenue.
  • Ensure communication is open and clear between colleagues and the management team.
  • Hold daily line ups.
  • Act as Spa Manager on Duty.
  • Assist with dissatisfied or disgruntled guests
  • Assure that errors in the service delivery process are corrected and praise performance.
  • Responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resource Policy & Procedure Guide.
  • Create an effective monthly schedule that meets the needs of the spa as a business and taking into consideration colleague’s availability and school schedules where applicable. Modify according to the changes in business levels.
  • Prepare and discuss annual reviews and goals with therapist team with assistance from Spa Training Manager and Spa Director.
  • Prepare and discuss 90 day reviews with therapist team with assistance from Assistant Spa Manager.
  • Ensure all therapists are being booked in a suitable room, ensuring that the suites are used to the maximum potential
  • Complete weekly payroll including hourly wages, gratuities/tip and retail commission by established deadline.
  • Edit clock times in Time Saver. Follow up with colleagues for errors and discrepancies.
  • Enter therapist schedule in Time Saver to allow colleagues to clock in/out.
  • Follow up on maintenance in treatment rooms and suites
  • Keep current on state licenses and insurances for inspections.
  • Participate and prepare for departmental meetings.
  • Attend weekly Spa Managers’ meeting.


  • Meet with spa therapist candidates to help select the best available new colleagues.

Inventory and Purchasing

  • Together with the Spa coordinator, conduct monthly inventories of treatment supplies. Submit EOM inventory reports in a timely manner.
  • Oversee that weekly stock inventories are accurate to assist in keeping of correct par levels.
  • Prepare purchase orders in a timely manner to ensure treatment supplies are available as needed to conduct business, ensuring competitive pricing is obtained.


Planning and Preparation

  • Review Spasoft reservations to ensure treatment sequence is correctly booked and colleagues have timely breaks.
  • Ensure services are distributed to enhance guest comfort and even and fair load for therapists.
  • Maximize revenue potential by reviewing therapist availability and suite reservations. Oversee room assignments.
  • Ensure treatment supplies are in stock and well organized.
  • Ensure colleague requests for sick days, vacations and personal days are entered in Ascentis.
  • Plan for Human Resources offered trainings as well as Security trainings.
  • Oversee the Spa’s FLHSS program, ensuring updates are completed and program runs smoothly.
  • Together with Assistant Spa Manager, conduct monthly and quarterly inspections as required by Safe & Sound program. Update standards and logs as required.


Success Profile for this role


Customer focus

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


Drive for results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional & Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.


Can marshal resources (people, funding, material, support and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information and files in a useful manner. Sets clear goals and responsibilities, monitors progress and results.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.


Developing 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 organisation; is a people builder.

Interpersonal savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Building Effective Teams

Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Directing others

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



Self Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behaviour and seeks feedback.

Ethics and values & 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 confidences; admits mistakes and flaws.


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; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.


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.


Mandarin Oriental reserves the right to add, delete, change or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 


It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

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