Director of Spa & Wellness

The Group

Mandarin Oriental Hotel Group (MOHG) 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.

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Strategic Intent

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

Scope of Position

The Director of Spa and Wellness is responsible for, but not limited to, the overall spa and fitness staff and functions.

Organizational Structure

The Spa Director will report directly to the Hotel Manager. The functional positions of Assistant Director of Spa and Treatment Manager will be reporting to the Director of Spa and Wellness.

Duties and Responsibilities

Finance

• Responsible for the development of the Spa and Fitness Yearly Budget
• Responsible for  re-forecasting of the budget as and when is necessary
• Responsible for the financial performance of the spa and related departments.
• Responsible for the compilation of the Spa monthly profit and loss account and statistics
• Review daily revenue updates on Spa Revenue master and financials produced by accounting daily and discuss with Management Team and General Manager during the weekly meetings.
• Establish strategies for achieving the targets.
• Regular review of Therapist schedules, Therapists and Room Utilisation in order to maximize yield potential of the Spa
• Ensure all KPI forms are completed by the Treatment Manager and Assistant Director of Spa Setting achievable goals for spa colleagues, to include both treatment and retail goals
• Sign off yearly Capex from Operations Manager
• Working closely with the Financial Controller at all times
• Support the Financial Controller in the hotel’s overall financial performance
• Control aspect of operational supplies and labor in the Spa

Marketing

• Develop Spa marketing plan and its activities together with the Marketing Director and Communications Director and be responsible for the execution of the plan
• Responsible for the development of Marketing Strategies for the Spa and fitness department
• Responsible for the development of the Yearly Event Calendar
• Working closely with the Director of Sales and Marketing and the Director of Public Relations
• Ensure regular market research studies are conducted by the Spa Management Team in order to understand the market trends within New York, the Americas and internationally.
• Work in liaison with other Spa Directors in the group to develop attractive group promotions
• Attend sales calls as and when is necessary
• Development of Marketing Strategies for the Spa and fitness department of the hotel

Human Resources

• Perform annual performance review for respective spa colleagues. Encouraging and coaching the development of employee potential
• To be responsible for overseeing the recruitment, induction, training development, appraisal and discipline of all spa colleagues.
• It is necessary to have a clear understanding of personnel rules in accordance with the state of New York and the MOHG Human Resources Policies
• Will be responsible for timely documentation and the discipline of the staff members in accordance with Progressive discipline procedures outlined in Human Resource Policy & Procedure Guide
• Interview prospective candidates for various positions in the Spa and Fitness by following strict guidelines and criteria set up by Human Resource
• Development of Human Resource Strategy for recruitment and selection of employees.
• Career development programs for employees
• Appropriate compensation and benefit packages for employees
• Labor Cost Management
• Community programs

Training

• Signoff on all Departmental Learning Checklists completed by Treatment Manager and Assistant Director of Spa to ensure that standards and procedures have been understood
• Pass on any learned knowledge from shows or training, thereby being an avenue for industry information
• Ensure that SOP’s are continuously updated for all spa colleagues
• Regular review of treatments and SOPs.
• Responsible for maintaining the high standard of treatment, service and attention to detail within the spa
• Meet with all new heads of departments by providing a tour of the spa and explain the philosophy and culture of the Spa.

Spa Operations

• Responsible for the setting down and instigating of all policies and objectives within the spa
• Spa Director to take reservations as and when is necessary
• Dealing with dissatisfied or disgruntled guests
• Responsible for motivating retail sales
• Assuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• Regular daily walkthroughs of the Spa and Fitness Centre to review all Standards and Procedures and operational status of the Spa
• Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, vendor, sales and colleague e-mails.
• Spa Director determines whether Spa is up to date on criteria necessary to maintain a Forbes 5 star rating.
• Responsible for overseeing and maintaining all business licensure and inspection requirements per the State of New York and health department.

Engineering

• Ensure all of the Health and Safety Policies and Procedures are in compliance with the Safe and Sound Manual
• Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence or wear and tear

Departmental Meetings

• Prepare the agenda for weekly planning meeting for Spa Management Team.
• During morning briefings ensure any issues are discussed and provide information of special attention guest and groups that may be in house
• Review log of training completed by Treatments Manager and Assistant Director of Spa.
• Review monthly training schedules for all spa colleagues
• Attending morning hotel communication meeting
• Attend weekly hotel operations meeting
• Attend monthly quality meeting
• Attend monthly risk management meeting
• Attend monthly sustainability meeting
• Attend weekly meeting with Hotel Manager
• Conduct weekly meeting with Treatment Manager and Assistant Director of Spa.
• Conduct weekly MOD meeting to discuss any operational issues

Customer Relations

• To deal with any problems, enquiries and complaints from spa clientele

Inventory

• Review stock checks at the end of month for financial reports
• Ensure that purchasing is aligned with budget
• Product line selection with Treatment Manager and Purchasing Director
• Replacement of items due to wear and tear

Planning and Preparation

• Special guests and VIP’s with special needs
• It is essential to keep abreast of any developments in the spa industry
• Frequent competitor analysis is necessary
• Strategic planning for assigned projects by organizing committees and following up with goals established on set time lines
• Responsible for setting Spa’s annual goals by January each year. Responsible for communicating this plan with Spa Team.
• On occasion it is necessary to determine contingency plans when business is exposed to unusual factors such as war, poor economy or hurricanes.
• To prepare reports for the General Manager for the need for new developments or changes to existing policies or objectives to keep abreast of market developments and new projects/services available
• To prepare and present financial reports to the Financial Director to show the development and achievements of the Spa Business
• To prepare monthly revenue forecast and payroll forecast for Financial Director each month for the following month.
• Work with budget goals and spreadsheets by understanding desired service/retail percentages and overall cost management

Manager on Duty

• Responsible for the operations of the all departments in the spa and guest interaction
• Review treatments and notes in Spa Soft

Events and Presentations

• TV/Radio interviews
• Attends regular industry job fairs and local Spa colleague events regarding employment together with Treatment Manager
• Attend tradeshows for products & services

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

Requirements:

• Minimum 5 years’ experience as Spa Director in luxury setting

• Reading, writing and oral proficiency in the English language.
• Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. 
• Must have mathematical skills, technical aptitude and spa operation knowledge.
• Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office Administration, Power Point and Internet applications.
• Knowledge of specific spa industry applications is desirable, such as Spa Soft.
• Must have knowledge of current spa trends in the industry
• Must be able to relate to all levels of management and colleagues.
• Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body.
• Must have knowledge of holistic concepts that relate to the wellbeing of all guests in a spa environment.
• To always set a standard in professionalism, appearance and attitude as expected of all Spa and Fitness colleagues.
• To be adaptable and accountable for all actions.
• You must be capable of performing presentations and training.
• Must have good delegation skills to effectively have many projects running at the same time.
• Must understand licensing requirements regarding State laws for Spa and Fitness personnel.

Salary: $130,000-$140,000/ yearly+ Bonus Eligible

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 the Director of People and Culture.