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Spa Concierge (Full Time)

Washington, DC, United States, Washington, United States

Spa Concierge (Full Time)

  • Washington, DC, 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 underdevelopment over 32 hotels with more than 11,000 rooms in 23 countries in key business and leisure destinations.

The Hotel

Our award winning property, in the nation's capital, is situated on D.C.'s growing South West waterfront. Commanding monumental views, the property offers 400 guest rooms including 54 suites, extensive event space, and our Forbes Four Star Rated Spa at Mandarin Oriental. Mandarin Oriental, Washington D.C. welcomes individuals who are guest centered and are committed to making a difference every day; continually getting better to keep us the best. 

Strategic Intent

Mandarin Oriental, Washington, D.C. is currently seeking a full-time Spa Concierge.

Scope of Position

The Spa Concierge is responsible for tasks such as booking appointments, explaining services to guests, conducting sales of spa retail products, and checking in/checking out spa guests in a pleasant and professional manner.

Organizational Structure

The Spa Facilitator reports to the Spa Operations Manager.

Duties and Supporting Responsibilities

  • Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
  • Always keep work area clean and neat.
  • To ensure that a high standard of service is maintained throughout the Spa.
  • Assist in the operations of all spa departments as required:
      • Front Desk
      • Spa Retail Area
      • Relaxation Area
      • Spa Suites
        • Report dysfunctional equipment to Spa Operations Manager.
  • To maintain inventory of supplies for the operations of the spa reception
  • Will be expected to assist various demonstrations and events.
  • Must attend all training courses as deemed necessary, and must adhere to training as set down by the Spa.
  • Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
  • Must have good telephone skills and follow MOHG telephone etiquette.
  • To be adaptable and accountable for all actions.
  • Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa.
  • To always ensure a warm friendly welcome to all guests. Greets all guests upon their arrival, gives new guests tours of property and offers return guests "re-orientations". Courtesy to guests and other members of staff at all times.
  • Oversees incoming and outgoing guest and spa colleague business-related faxes.
  • To always show a professional attitude, particularly regarding punctuality, appearance and general manner.
  • Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy.
  • Ensure that the reception area is tidy, clean and stocked at all times.
  • Ensure the completion of confirmation phone calls for the next business day
  • Print confirmation letters and pull files for the next business day.
  • To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints.
  • To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
  • To assist in the smooth flow of the guest’s journey throughout the day.
  • To receive training to ensure that all-relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented and monitored within the spa.
  • Must be a team player and assist all spa and hotel colleagues where necessary.
  • Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Managers.
  • To perform opening and closing duties.
  • To have a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products.
  • To keep a thorough log on turn-away guests.
  • Prepare gift certificates and make pre-payment arrangements.
  • To attend daily line-ups, weekly and monthly spa meetings.
  • Success Profile for this Role (Hotel Competencies)

    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.

    Functional and Technical skills

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

    Team Player

    Demonstrates cooperation and trust with colleague on his/her team as well as across departments. Works well as a team player to achieve results.

    Delivers their Best

    Continually striving to do his/her best; is hard working, efficient and consistently performs well and in alignment with the MOHG standards, policies and procedures.

    Trustworthy and Responsible

    Demonstrates trustworthiness; consistently acts with responsibly; works in a safe and prudent manner at all times; is accountable for their actions. His/her standards of performance reflect the MOHG Mission and Guiding Principles.

    Composure

    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.

    A MOHG Fan (Committed & Loyal)

    Exhibits behaviors that represent the Mandarin Oriental brand well and is a true “Fan”. He/she is loyal to MOHG and consistently demonstrates and delivers our Pillars and Departmental LQE’s.

    Requirements

    Mandatory

    • Be able to work a very flexible schedule to include days, evenings, weekends and holidays.
    • Fluency in English is required (both written and verbal).
    • Computer proficiency is required; basic knowledge of SpaSoft, Springer Miller, Excel, Microsoft Word and Microsoft Office is preferred.
    • Must physically able to stand/walk for 8+ hours at a time
    • High School Diploma or equivalent is required

    Desirable

    • Those with prior upscale or resort spa experience will be strongly favored.

    Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

    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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