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 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 recognized 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.

Mandarin Oriental Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Spa Concierge is responsible for delivering exceptional guest experiences and ensuring the smooth operation of the Spa reception and guest areas in line with Mandarin Oriental's Legendary Quality Experiences (LQE), MOQA standards, and Spa & Wellness brand standards. The role serves as the primary point of contact for Spa & Wellness guests, managing reservations, guest enquiries, retail transactions, and administrative functions while maintaining the highest levels of professionalism, efficiency, and personalized service.

Key Responsibilities

Guest Experience & Service Excellence

• Deliver exceptional, personalized, and memorable guest experiences throughout the guest journey.
• Welcome and escort guests, providing a warm and professional arrival experience.
• Handle guest enquiries, reservations, treatment bookings, and special requests efficiently and courteously.
• Provide accurate information regarding spa treatments, wellness programs, fitness facilities, and hotel services.
• Anticipate guest needs and recommend suitable treatments, wellness experiences, and retail products.
• Manage guest feedback and concerns professionally, ensuring timely resolution and communication.
• Maintain the highest standards of professionalism, confidentiality, and guest care at all times.
• Uphold Mandarin Oriental's LQE, MOQA, and Spa & Wellness service standards.
• Maintain professional grooming and presentation in accordance with Mandarin Oriental standards.

Spa Reception & Administrative Operations

• Coordinate and manage treatment schedules, reservations, amendments, and cancellations.
• Maintain accurate guest profiles, preferences, and booking information within the spa management system.
• Process billing, cashiering, and retail transactions accurately and in accordance with hotel procedures.
• Prepare daily reports, appointment schedules, and operational documentation as required.
• Monitor treatment availability and coordinate closely with therapists to maximize operational efficiency.
• Ensure the Spa Reception, Retail, and Relaxation Areas are maintained to the highest standards of cleanliness and presentation.
• Maintain adequate supplies, printed materials, and guest amenities within reception areas.

Sales & Revenue Generation

• Promote spa treatments, wellness programs, memberships, and retail products to maximize guest engagement and revenue opportunities.
• Support departmental treatment, retail, and overall revenue objectives.
• Maintain comprehensive knowledge of all Spa & Wellness services, facilities, promotions, and hotel experiences.
• Identify opportunities to enhance guest satisfaction through personalized recommendations and cross-selling.
• Assist in merchandising and maintaining retail displays in accordance with brand standards.

Operational Support

• Support the daily operation of the Spa & Wellness Department to ensure seamless guest experiences.
• Coordinate effectively with Spa Therapists, Fitness colleagues, Housekeeping, Engineering, and other hotel departments.
• Assist with VIP arrivals, group bookings, wellness events, and special guest arrangements.
• Monitor operational requirements and communicate updates effectively to relevant team members.
• Report maintenance, safety, or operational concerns promptly.

Teamwork & Professional Development

• Participate actively in departmental meetings, briefings, training sessions, and development programs.
• Support a positive, professional, and collaborative work environment.
• Demonstrate flexibility in supporting operational requirements across the Spa & Wellness Department.
• Maintain knowledge of Mandarin Oriental standards, wellness trends, and departmental procedures.
• Act as an ambassador of the Mandarin Oriental Spa & Wellness philosophy and service culture.

Additional Responsibilities

• Support operations across all Spa & Wellness areas as required, including Reception, Retail, Relaxation Areas, Fitness Centre, Wellness Programs, and Pool operations.
• Perform opening and closing duties as assigned.
• Assist in inventory control and stock monitoring of retail products, guest amenities, and operational supplies.
• Comply with all health, safety, hygiene, and emergency procedures.
• Carry out any additional responsibilities assigned by the Director of Spa & Wellness.

Qualifications & Experience

• Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Minimum 2 years of experience in a luxury spa, wellness, hospitality, or guest service environment.
• Strong understanding of spa operations, reservations management, and luxury guest service standards.
• Excellent interpersonal, verbal, and written communication skills in English.
• Strong organizational, administrative, and multitasking abilities.
• Proficient in spa management systems, point-of-sale systems, and Microsoft Office applications.
• Professional grooming and presentation aligned with Mandarin Oriental standards.
• Positive, service-oriented attitude with the ability to work effectively in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.
• Additional language skills are an advantage.

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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.

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