Mandarin oriental, Milan is looking for an Assistant Spa 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 Hotel Group 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 recognised 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.

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. Guests can discover exquisite dining in the beautiful setting of two-Michelin-starred restaurant Seta, run by acclaimed chef Antonio Guida, and enjoy the relaxed atmosphere of the Mandarin Garden, where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms.

About the job

Based at the Mandarin Oriental, Milan within the SPA Department in Milan, the Assistant SPA Manager is responsible to coordinate the organization and administrative functions in the Spa Division. The Assistant Spa Manager reports to the Spa Manager.

As Assistant Spa Manager, you will be responsible for the following duties:

Spa Operations

• Responsible for the daily operations of the Spa & Wellness including guest and colleagues’ interactions.
• Plan the rosters of Spa Receptionist and Therapists strategically based on operation needs.
• Taking Spa reservations and attending to guest enquiries when necessary.
• To ensure operational flow, discuss any issues.
• Dealing with dissatisfied or disgruntled guests
• Assist in ensuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability
• Special guests, group bookings and VIP’s
• Daily walkthroughs should be conducted to ensure that all SOPs and MOD tasks are addressed throughout the Spa & Wellness.
• To be fully part of the Spa team
• To be familiar with all spa treatments/operations of spa for promotion to guests
• To understand and be able to verbalize the vision of the spa

Departmental Meetings

• Daily briefings with Spa Team
• Weekly meetings with the Spa Manager and Spa Director
• Monthly Receptionist meetings. This meeting will address policies, procedures, scheduling and any concerns the team members have in regards to the Spa Operation. A written agenda must be prepared and treatment manager will ensure written minutes are distributed to all spa staff and Human Resources following the meeting.
• Monthly all colleague meeting and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa colleagues
• Spa closure preparation, including email informing the Hotel, guest room letters and signage

Training

• Organize Spa training
• Assist Concierge & therapists with Spa Soft questions and obstacles
• Organize Spa Receptionist Training, including Spasoft, shadow shifts, product & treatment knowledge liaising with Aromatherapy Associates and Hotel L&D
• Update Training attendance report and yearly planner on a monthly basis and send to L&D
• Review SOP’s have been taught and continue to ensure that standards are being met
• Training of Spa Receptionist on how to handle difficult situations and challenging guests

Finance

• Ensuring that all spa charging procedures are followed. Initiating accounting procedures. Monitor guest charges and reconciliation
• Ensure that all discounted marketing charges for treatments and products and e-mails are handled efficiently
• Reviewing the visual book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
• Verify individual receptionist have complete and accurate financial report at the end of shift
• Track Spa turn away business
• Redeem expired Gift Certificates on the last day of the month
• Collate reports for the input of Spa KPI’s including Spa Receptionist for treatment and retail revenue
• Organise treatment and product incentives for Spa Receptionist team boosting our Signature treatments and retail within the Spa

Customer Focus:

Dealing with guest enquiries via phone, email and face to face.

Ensure that all guest enquiries are taken care of within 12 hours.

Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability.

In the absence of Spa Manager, meet up with VIPs, journalists and invited guests.

Organise internal and external mystery shoppers to help increase and stay consistent in terms of quality standards.

Colleague Relations:

Conduct refresher trainings for Spa Receptionist. Refresher trainings include departmental Standard Operating Procedures (SOPs).

Review of all SOP Checklists for all colleagues are in order and training hours are tracked. Update Training Matrix accordingly.

Monthly training plans to be sent to Learning & Development Manager.

Administrative Duties:

Responsible for end of month spa retail inventory and submit to Spa Manager.

Assist with Month End Closing reports in the absence of Spa Manager.

Ensure that product retail display at The Spa and Spa Boutique is fully stocked and well presented at all times.

Raise the necessary Purchase Requests for all retail and professional products.   

To upkeep the Guest Database in SpaSoft.

Additional Duties:

Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear. Ensure all processes are in compliance with the Safe, Sound & Sustainable guidelines. 

Review HOTSOS work orders report and ensure that follow ups has been done as and when requires.

Maintain all spa to the Health and Safety Standards.

Sustainable Responsibilities:

• This role involves implementing eco-friendly practices, educating guests/colleagues on sustainable initiatives, and continuously seeking ways to minimize the hotel's environmental footprint.
• Knowledge of waste sorting and recycling procedures. Energy Conservation: Water Conservation.
• Supporting sustainability initiative.

As Assistant SPA Manager, we expect from you: 

• Minimum 3 years of experience in a luxury hotel spa.
• Strong technical aptitude and knowledge of spa operations.
• Demonstrated superior knowledge and command of spa product lines and treatment protocols.
• Knowledge of specific spa industry applications and operating systems
• 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 the Spa .
• Italian and English communication skills 

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.

• Benefits package
• Meals available at our Employee Restaurant
• Complimentary Dry Cleaning for business clothes

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