Mandarin Oriental is looking for a Group / Spa & Wellness Manager / Service Excellence to join our Leisure, Spa & Wellness team.

Are you passionate about delivering exceptional wellness experiences and driving global standards of excellence? Do you thrive in a collaborative environment and embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental 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.

Based at our Corporate Office in Hong Kong, the Group Spa & Wellness Manager, Service Excellence supports the global Leisure, Spa & Wellness division in maintaining brand standards, quality, and guest experience across all properties. This role oversees global training plans, manages wellness specialists, and ensures consistency in treatments, service excellence, and operational standards worldwide.

Reporting to the Vice President of Spa & Wellness Operations, this position plays a key role in shaping the guest journey and driving excellence across our global spa portfolio.

As Group / Spa & Wellness Manager / Service Excellence, you will be responsible for:

Quality & Brand Standards

• Support existing and new hotels in implementing quality and brand training.

• Oversee LQE standards and refine guest journey brand standards.

• Review Forbes, LQA, and TrustYou reports and prepare monthly quality reviews.

• Collaborate with Service Excellence team on data reports and follow-ups.

Treatments

• Support implementation of signature experiences and treatment protocols across properties.

• Assist new Directors in developing treatment menus for new openings.

• Ensure consistency in treatment standards and Essence of treatments globally.

People & Culture

• Review skills and talent among wellness specialists and maintain a global database for events, programs, and pre-openings.

• Develop a database of keynote speakers for corporate and global events.

Training

• Oversee global training plans, regional workshops, and master training sessions.

• Update SOPs and training manuals annually and develop new SOPs as needed.

• Manage Loop 2.0 Learning Lab content and ensure pre- and post-opening training for new spas.

• Conduct bi-annual training audits and ensure compliance with brand standards.

• Support Rising Fan program and retail training initiatives.

Products & Equipment

• Maintain approved product listings for professional and retail use.

• Update OS&E catalog annually and research new equipment and products.

As Group / Spa & Wellness Manager / Service Excellence, we expect from you:

• Hospitality or Spa Management degree preferred.

• 3–5 years of experience in spa and hospitality operations.

• Previous experience as a therapist; treatment manager experience is a plus.

• Excellent communication and interpersonal skills.

• Strong computer literacy, particularly with Microsoft Office.

Our Commitment to You

• Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.

• MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.

• Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.

• Retirement Plans: We reciprocate your commitment with competitive retirement plans.

• Local Benefits: Competitive salary and benefits package.

We’re Fans. Are you?