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Director of Spa and Wellness

Miami, FL, United States, Florida, United States

Director of Spa and Wellness

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

The Group

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. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

Our 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 Miami’s only private beach.

Overview of Position

The Director of Spa and Wellness is responsible for, but not limited to, the overall Spa and Fitness operation. Under the guidance of the General Manager and Hotel Manager and within the limits of the Mandarin Oriental Policies, ensure that all operational procedures, codes of conduct and standards of appearance, are adhered by all Spa colleagues. The Director of Spa and Wellness must maintain an engaged and motivated team and ensure the smooth running of the Spa at all times.

The Director of Spa and Wellness will report directly to the Hotel Manager. The functional positions of Spa Managers, Spa Supervisors, Spa Concierge, Massage Therapists and Spa Attendants will report to the Director of Spa and Wellness.

Duties and Supporting Responsibilities 

  • Responsible for setting Spa’s annual goals by January each year; responsible for communicating the plan with the Spa Team
  • Develop the Spa marketing plan and its activities together with the Director of Marketing and Director of Digital Marketing and be responsible for the execution of the plan
  • Responsible for promoting the spa to maximize profitability; be proactive and determine when new marketing ideas need to be developed speedily to encourage business
  • Prepare reports for the Hotel Manager for the need for new developments or changes to existing policies or objectives to keep abreast of market developments and new products/services available
  • Prepare and present financial reports to the Director of Finance to show the development and achievements of the Spa business
  • Responsible for maintaining a high standard of treatments, services and attention to detail within the Spa
  • Responsible for all operational procedures within the Spa to ensure effective day to day management
  • Responsible for establishing and enforcing all policies and objectives within the Spa
  • Perform annual performance reviews, encouraging the growth and development of all Spa colleagues
  • Responsible for recruitment, orientation, training, development, appraisal and discipline of all Spa colleagues
  • Supervise and conduct the safety of users and equipment of the spa and to ensure that the Health and Safety Policy and procedures are implemented and monitored, in particular with relation to cleanliness and hygiene
  • Pass on any learned knowledge from shows or training, thereby being an avenue for industry information
  • Managing dissatisfied or disgruntled guests
  • Responsible for motivating retail sales and ensure that all sales are recorded accurately
  • Determine whether Spa is up to date on criteria necessary for a 5-star Forbes rating
  • Reply to guests, vendors, sales and colleague e-mails on a timely basis
  • Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence or wear and tear
  • Ensure operational flow, discuss any issues, and provide information of special attention guests and groups that may be in house


• Previous Spa Director level experience is preferred (2+ years)

• Flexible schedule is required, including evenings, weekends and holidays.

• Excellent organizational skills and communication skills are necessary.

• Must be able to work in a high-pace and dynamic operation. 

• Must be detailed oriented, excellent computer skills necessary.

• Have a pleasant, friendly and helpful manner.

• Work in a safe, prudent and organized manner.

• Able to handle multiple tasks at one time.

• Must have mathematical skills, technical aptitude and spa operation knowledge

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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